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Pick up Order Policy

PALEO PET GOODS PICK UP ORDER POLICY

 

WHY DO WE HAVE THIS POLICY?

 

There have been occasional instances in the past where an order was placed and paid for by a customer, either online or in-store. However, after several calls, texts and emails to notify the customer that the order was ready, no response was ever received from the customer and the order was never claimed. Due to this occurrence we have created a policy regarding unclaimed special orders. This is to ensure that customers understand that picking up their order as soon as it arrives is important because the items are usually perishable and need to be fed to pets while they are at their peak freshness. Also, as a small independent business, we are not able to absorb the cost of unclaimed items as inventory that is not generally in demand by the bulk of shoppers who frequent the store in person.

 

This policy is also included in the Terms of Use on our online store website, which can be viewed here: https://paleopetgoods.etailpet.com/content/other/terms-conditions/.


Please review the details below of how to avoid forfeiting an order and its associated payment.

 

HOW LONG DO CUSTOMERS HAVE TO PICK UP AN ORDER?

 

When orders placed either online or in-store are received you will have up to 14 days to pick up your order, or schedule a delivery so that the order can be received as soon as possible. You will only receive 4 reminders that an order is ready for you as follows:

 

  1. Initial notification email letting you know that your requested items have arrived.

  2. Second notification email when authorized payment is captured and processed.

  3. If the order has not been picked up by the Monday following order fulfillment, a text message reminder will be sent with a copy of this policy.

  4. If the order has not been picked up by the second Monday following order fulfillment, a second text message reminder will be sent with a copy of this policy.

 

These are the only reminders that will be sent. If no mobile number is provided you will only receive emails.



 

WHAT HAPPENS IF AN ORDER IS FORFEIT?

 

If we do not receive any response from you during the pick up period and the order has not been picked up, the order will be considered forfeit on the 15th day following order fulfillment. This will result in a 30 day Store Credit Grace Period going into effect as follows:

 

  1. Any payment received for forfeited items will be refunded to you as a store credit only.

  2. No further notifications will be sent to alert you at the beginning of the store credit period.

  3. You will have 30 days from the date of forfeiture to use the store credit for a new purchase.

 

Store credits may only be redeemed by placing an order over the phone or coming into the store. Store credits are not accessible for online orders. Store credits not used within this timeframe will be considered forfeit as well, and will not be redeemable or refundable past this time period.