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We needed a crate ASAP. We called on Tuesday and our Ultima Pro 742UP arrived Thursday with no extra charge!

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Ordering from MidwestPetProducts

We do our best to ensure that you receive the exact products you ordered within the shortest possible time-frame. To the right is a list of fregquently asked questions about the ordering process.

Policies

Our ordering, shipping and returns is covered by certain policies. Links to the policies are below:

To learn about shipping:
Shipping Policy

To find out how the returns process works:
Returns Policy

How we protect your information, and what may be shared:
Privacy Policy

Please review the policies and let us know if you have any questions.

About Shipping and On-line Shopping

The shipping company (usually UPS) delivers the item to you, saving you a trip to the store. This is very convenient, but the delivery is subject to the constraints of the shipper.

We promise to deliver the product you ordered to the address you have provided. A correct shipping address is your responsibility. Please carefully review your order information and let us know as soon as possible if a correction needs to be made.

Product Issues and Photographs

You may be asked for a photograph of a damaged or defective item. This is because we can not see the item in question.

If you had purchased the item from a local store, you can take it back to the store so that the staff can see the problem. In our case this is not possible and a photograph may play an important role in helping us to properly assist you.

If a photograph is necessary, we will ask for it. There is no need to send one unless requested.

Your Satisfaction

Your satisfaction is important to us and we do our best to ensure that you are satisfied. Please understand that “Satisfaction Guaranteed” is within the framework of our policies.

We may choose to waive certain fees and charges, but are under no obligation to do so.

Ordering and Fulfillment Frequently Asked Questions

Our goal is to provide you with your product as quickly and efficiently as possible. These are frequently asked questions about our ordering and fulfillment processes. If you have a question that is not answered below, please feel free to contact us, although we do suggest that you check first.

For your convenience, the questions have been categorized, and what follows is a list of links that will take you to the appropriate section. Click on the section that most closely matches your question, or you can scroll through all of the questions below.

Ordering FAQ Categories

Payments and Charges
Emails, Communications and Proof of Purchase
Shipping and Delivery
Inventory and Backorders
When Your Order Arrives
Cancellations, Returns and Refunds
Warranty and Product Defects


Payments and Charges

Q: What will show up on my credit card?

A: All credit/debit cards and PayPal transactions are billed in the business name "NOLA Retail".

Q: Have I been charged for the transaction?

A: Yes - payments are collected at order time. If you bank on-line, the transaction will remain pending from two (2) to four (4) business days, after which it will settle as a permanent debit.

Q: What about payments for back-orders?

A: With back-orders, the payments will be collected. The order will be fulfilled within 30 days. If we have reason to believe that the order will take longer than 30 days, your order may be canceled and refunded with immediate effect.

Q: I see an American Express logo, but no payment option. Can I pay with an American Express card?

A: Yes. We accept American Express cards via PayPal. Select the PayPal method of payment and you will be given the opportunity use an American Express card at that time. No PayPal account is required.


Emails, Communications and Proof of Purchase

Q: Will I receive an order confirmation email?

Yes. Our system automatically generates two order receipt emails. One is a credit card slip showing the payment details. This will come from "nolaretail.com" and accurately reflects charges. The other email will come from the store through which you made your purchase - in this case "midwestpetproducts.com". This is your proof of purchase and your itemized order detail.

Q: How do I know what my order number is?

A: Your order number will be in the proof of purchase sent from the store. It is an 18 digit all numeric number and is your unique order identifier. This number can be used to look up your order on the order tracking page. The order numbers are rather long and will be formated like this: 201009171234567890 [this is a sample number].

Q: What if I do not see the email receipt?

A: Firstly, check your spam, or junk folder. Sometimes the order receipt emails end up there. If you did not receive it, it may be because of either a technical issue, or because you provided us an invalid email address. We can resend your order receipt if you contact us. Please provide enough information so that we can locate the correct order.


Shipping and Delivery

Q: How long before my product arrives?

A: It varies based on shipping method and destination. A typical order will ship UPS Ground for delivery in one to eight (1 - 8) days (no Saturday delivery).

Q: Do I need to be there to receive the product?

A: Not normally. Items are delivered without signature required, but in the case of UPS this is at the discretion of the driver. For a single family home, your package will normally be left at one of the doors. With an apartment complex, they may leave it at the door, with the rental office, with a neighbor, or in some cases require you to sign for the package. If you are not available, they will stick a note to your door. If this happens, we suggest you contact UPS and make a specific arrangement for delivery, or pick up.

Q: I think my package should be here but it's not. What do I do?

A: Contact us, and we will assist you.

Q: Will you email me the tracking information?

A: Our system does not currently do this, but this information is available through the order tracking page. If you make a specific request, we will email the tracking to you.

Q: What if there is a problem with my order?

A: If you think there is an issue with your order, contact us. If we think there is a problem with your order, we will normally email you at the email address you gave us at order time. For an issue requiring urgent attention, such as a shipping address problem, we will normally both telephone and email you.


Inventory and Backorders

Q: If the order is not marked “back-ordered”, does that mean it is in stock?

A: Normally yes. Our inventory system is on a batch basis and we do our best to reflect current inventory status. It is possible that we run out of a product before the website is updated, in which case we will notify you as soon as possible that there is a fulfillment issue. This happens rarely and we are committed to maintaining strong inventory levels.

Q: What is the process for back-orders?

A: Items on back-order will ship as soon as they come in stock. We check frequently on the availability of the items. If we are sure it will be available within 30 days, your order will hold and then ship out. For back-orders longer than 30 days, we will notifiy you via email. If you do not specifically request that we keep the order open, it may be closed in which case your full purchase price will be refunded.


When Your Order Arrives

Q: What should I look for when the order arrives?

A: Please inspect the contents and make sure that you were shipped the correct product. Also check that your item was not damaged in transit by the shipper.

Q: What if it arrives damaged?

A: We will replace it for you, but you must notify us. Once we are notified, we will file a claim on your behalf, pick up the damaged item and ship out a replacement. This is normally completed within two business days.

Q: What if it arrives damaged and I don't want it replaced?

A: You are entitled to full refund of your purchase price if your item arrives damaged. If you do not want it replaced, you must provide a photograph that clearly shows the shipping damage incurred. We will file a claim and once approved will refund your purchase price. Although this can technically take up to thirty (30) days, it is normally completed in seven to ten (7 - 10) business days.


Cancellations, Returns and Refunds

Q: How do I cancel my order?

A: You can cancel your order via the contact page. We will cancel an order provided it has not been loaded on to the truck. There are no cancellation fees and your refund is issued back to the method of payment (normally) within one business day.

Q: Why can't I cancel the order if is still marked “In Progress”?

A: The UPS truck backs up to our dock and we label and load packages. Later on in the day, normally between 6 and 7pm Eastern, the tracking is available for the loaded packages. If your package has been put on the truck, we can not unload the entire vehicle to look for it. Once it is on the truck you must return it via the returns policy.

Q: How do I return an item?

A: Items can be returned under the returns policy. Basically contact us and request a return. Within one business day, we will send you return instructions via email.

Q: Shipping is free, why do I need to pay when I return?

A: Free shipping means that we did not charge you for shipping at order time. Shipping fees were incurred when the item was shipped to you, and these become due on return.

Q: How is the refund issued?

A: Refunds, less any applicable fees, are issued back to the original method of payment within one business day of the return package being inspected. In some exceptional cases, the refund can not be issued back to the original method of payment, in which case you will receive a money order sent to the billing address. In this case, you can expect to receive the money order within ten (10) business days of your return being inspected. Note: this is very unusual.


Product Issues, Warranty and Defects

Q: I think there is an issue with my product, what do I do?

A: Product support is provided by the manufacturer. Their contact information can be found in the documentation inluded with the product. If you are not sure how to do this, contact us and we will locate the correct contact information for you.

Q: You sold it to me, why won't you help trouble-shoot?

A: Short answer: the manufacturer's do not want us to. Why? Because their products are constantly changing, they have much more experience than us, they have access to the latest information, and since they are liable for defects, they want to make sure the problem is accurately diagnosed. In addition, not every retailer provides reliable assistance.


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MidwestPetProducts, Inc., Irvine, California (800) 960-1421
MidwestPetProducts.com is a retail site and not an affiliate or subsidiary of Midwest Homes for Pets.

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