| FREQUENTLY ASKED QUESTIONS |
Do you have a catalog?
No, we do not have a printed catalog.
What is the minimum order?
Our minimum order is $25.00(US,) $50.00 International. Minimum shipping and handling is $6.99.
Do you provide drop shipping services?
We can bill one address and ship to another however all shipments include our return address as well as
advertising inserts and/or packaging with our company name and contact information prominently displayed.
How do I open an account?
We do not require registration, have accounts or carry credit. Payment is due at the time of purchase. We
accept every major credit card.
Do I need a resale number, tax ID or vendor license number?
We do not require a resale/tax ID or vendor license to purchase merchandise.
Can I place my order by phone?
If you would prefer giving your credit card information over the phone, please fill your cart in our Yahoo!
Store and email Customer Service a copy of the order with your name, daytime phone number, shipping
address, billing address (if different from shipping address) and any special instructions prior to phoning in
your credit card information to 702.878.PAWS (M-F 8am - 3pm PST). If you have never ordered over the
internet, you will find our Yahoo! Store easy to navigate, secure and very customer friendly.
Can I fax my order?
If you would like to fax your order, fill your cart through our Yahoo! Store, then copy and fax the Order page
to 702.433.0031. Faxed orders need to include:
1. Order Subtotal and Shipping Charges
2. Your Name and Email Address
3. Daytime Phone Number
3. Shipping Address (no PO Boxes)
4. Billing Address (if different from Shipping Address)
5. Credit Card information (with expiration date) and the CVV code (3 digits) from back of card
The processing of your order will be delayed without complete information.
I am having trouble placing my order.
If your shopping cart will not hold more than one item, go to the top of your page, click on Tools, Internet
Options and under Temporary Internet Files, Delete Cookies. Cookies (temporary internet files) that you
have acquired on other sites can interfere with the Yahoo! Store Ordering System. If this does not resolve
the problem or you are having a different problem, please contact us
How will I know that you have received my order?
If you did not receive a confirmation email immediately after placing your order, it is possible we did not
receive your order or we need updated contact information. IF YOU ARE USING AOL, PLEASE CHECK YOUR
SPAM FOLDER FOR ORDER AND SHIPPING CONFIRMATIONS. You will not receive a confirmation email with a
phone or faxed order.
When will I receive my order?
Your order will be shipped within 48 hours of order placement excluding weekends and holidays. Please
allow at least 7 business days for the order to arrive. You will be emailed a tracking or delivery confirmation
number(s) within 2 days of placing your order with tracking information available at www.fedex.com or
www.usps.com. We cannot track packages outside of the USA. If it has been more than 7 business days
since you received a shipping confirmation and tracking number, please contact us.
If you require expedited shipping, alternate shipping methods can be arranged with Customer
Service or by calling 1.702.878.PAWS (M-F, 8am - 3pm PST) CUSTOMER SERVICE LINE ONLY
Shipping and Handling Charges
Shipping is automatically calculated by weight and distance. Shipping and handling charges include the
shipping price, in addition to the cost of processing the order and shipping materials. We do not
supplement our shipping expenses with higher priced merchandise or "processing fees."
Damaged Shipment
If your shipment arrived in damaged condition, keep all packaging materials and contact us by email within
72 hours so we can help you file your claim as soon as possible. Some carriers require a box inspection
and need to see the condition of the box and all other packaging materials. Leave the damaged
merchandise inside the box until your claim is processed.
Returns
We are an outlet for small business to purchase in volume. In many instances, we do not provide color
choice or size preference. Every attempt is made to portray accurate pictures, descriptions and
measurements of our products. We have no control over the variables in individual color monitors. If the
products you received were in error, defective or grossly misrepresented, please call Customer Service
(1.702.878.PAWS) for a Return Authorization. Returned items must be received within 14 days,
appropriately packed and insured. Store credit will be issued for merchandise that can be resold (all labels
attached and factory packaging unopened.) There is a $25.00 restocking fee billed to your credit card
upon receipt of returned merchandise. We have a NO RETURN policy on Pet Houses, Pet Beds, Carriers
and Rawhide. Return shipping fees are the customer's responsibility. We do not accept C.O.D. returns or
exchanges. All shipping and handling fees are Non-Refundable. Jewelry may be returned for store credit or
exchanged (within 14 days) with no additional charges if the factory packaging is unopened and all tags are
attached.
Order Cancellation
There is a $25.00 fee for all order cancellations unless we are notified within 24 hours of order placement.
Copy of Invoice
The only invoice you will receive is with your confirmation email. IF YOU ARE USING AOL, PLEASE CHECK
YOUR SPAM FOLDER FOR ORDER AND SHIPPING CONFIRMATIONS. If you did not make a copy of it, we will
email another invoice upon request to Customer Service.
What credit cards do you accept?
We accept Visa, Master Card, American Express and Discover.
Can I pay by check, money order or cashier's check?
If you would prefer paying by money order, cashier's, business or personal check, fill your cart and send a
copy of that page to the address below. Please be sure to include your name, email address, daytime
phone number and shipping address (no PO Boxes.) There will be a 11 business day hold on all checks.
Purrfect Paw
POB 13778
Las Vegas NV 89112
Is my credit card information secure?
Our shopping payment system is encrypted using SSL (Secure Socket Layer) encryption process, which is
supported by the Netscape, Microsoft and America On Line Browsers. SSL encryption makes your on-line
ordering safe and is the adopted standard for processing a secure credit card over the Internet. Once you
click "Order"or "Add to Cart," you will be automatically routed to our Yahoo! shopping cart page, which is
one of the most secure http ports. This encryption makes it impossible for unauthorized parties to read any
information that you send.
Do you ship outside the Continental US?*
International orders must be a minimum of $50.00(US) not including shipping charges. All shipping
outside the Continental US is via the US Postal Service. International customers can estimate shipping
costs to be 15% - 100% of the order total which will be determined by the USPS International Calculator
based on weight and distance. For help with currency conversion, http://www.xe.com/ucc/ International
customers are contacted by email with shipping rates and options prior to order processing. Additional
brokerage fees, Custom fees, excise taxes, duties, tariffs or any type of fee or taxation imposed on
international shipments by government agencies outside of the United States are not included in our
shipping charges and become the international customer's responsibility. Refused international shipments
returned to us are Non-Refundable. We will make every effort to locate a lost shipment and file the
required forms with the USPS, however Purrfect Paw assumes no liability for late or lost international
shipments and cannot track shipments that have left the US.
*By placing an international order, it is agreed that you have read, understand and accept our international shipping
terms and conditions.
How do I contact purrfectpaw.com?
Customer Service
If your question is not included in the above FAQs or you have an immediate concern that cannot be
handled by email, please call or fax us.
Phone: 702.878.PAWS (M-F, 8am - 3pm PST)
CUSTOMER SERVICE LINE ONLY, NO SALES CALLS PLEASE
Fax: 702.433.0031
May I visit your store to look around or pick up items I ordered from you?
For insurance purposes, our warehouses are not open to the public.
No, we do not have a printed catalog.
What is the minimum order?
Our minimum order is $25.00(US,) $50.00 International. Minimum shipping and handling is $6.99.
Do you provide drop shipping services?
We can bill one address and ship to another however all shipments include our return address as well as
advertising inserts and/or packaging with our company name and contact information prominently displayed.
How do I open an account?
We do not require registration, have accounts or carry credit. Payment is due at the time of purchase. We
accept every major credit card.
Do I need a resale number, tax ID or vendor license number?
We do not require a resale/tax ID or vendor license to purchase merchandise.
Can I place my order by phone?
If you would prefer giving your credit card information over the phone, please fill your cart in our Yahoo!
Store and email Customer Service a copy of the order with your name, daytime phone number, shipping
address, billing address (if different from shipping address) and any special instructions prior to phoning in
your credit card information to 702.878.PAWS (M-F 8am - 3pm PST). If you have never ordered over the
internet, you will find our Yahoo! Store easy to navigate, secure and very customer friendly.
Can I fax my order?
If you would like to fax your order, fill your cart through our Yahoo! Store, then copy and fax the Order page
to 702.433.0031. Faxed orders need to include:
1. Order Subtotal and Shipping Charges
2. Your Name and Email Address
3. Daytime Phone Number
3. Shipping Address (no PO Boxes)
4. Billing Address (if different from Shipping Address)
5. Credit Card information (with expiration date) and the CVV code (3 digits) from back of card
The processing of your order will be delayed without complete information.
I am having trouble placing my order.
If your shopping cart will not hold more than one item, go to the top of your page, click on Tools, Internet
Options and under Temporary Internet Files, Delete Cookies. Cookies (temporary internet files) that you
have acquired on other sites can interfere with the Yahoo! Store Ordering System. If this does not resolve
the problem or you are having a different problem, please contact us
How will I know that you have received my order?
If you did not receive a confirmation email immediately after placing your order, it is possible we did not
receive your order or we need updated contact information. IF YOU ARE USING AOL, PLEASE CHECK YOUR
SPAM FOLDER FOR ORDER AND SHIPPING CONFIRMATIONS. You will not receive a confirmation email with a
phone or faxed order.
When will I receive my order?
Your order will be shipped within 48 hours of order placement excluding weekends and holidays. Please
allow at least 7 business days for the order to arrive. You will be emailed a tracking or delivery confirmation
number(s) within 2 days of placing your order with tracking information available at www.fedex.com or
www.usps.com. We cannot track packages outside of the USA. If it has been more than 7 business days
since you received a shipping confirmation and tracking number, please contact us.
If you require expedited shipping, alternate shipping methods can be arranged with Customer
Service or by calling 1.702.878.PAWS (M-F, 8am - 3pm PST) CUSTOMER SERVICE LINE ONLY
Shipping and Handling Charges
Shipping is automatically calculated by weight and distance. Shipping and handling charges include the
shipping price, in addition to the cost of processing the order and shipping materials. We do not
supplement our shipping expenses with higher priced merchandise or "processing fees."
Damaged Shipment
If your shipment arrived in damaged condition, keep all packaging materials and contact us by email within
72 hours so we can help you file your claim as soon as possible. Some carriers require a box inspection
and need to see the condition of the box and all other packaging materials. Leave the damaged
merchandise inside the box until your claim is processed.
Returns
We are an outlet for small business to purchase in volume. In many instances, we do not provide color
choice or size preference. Every attempt is made to portray accurate pictures, descriptions and
measurements of our products. We have no control over the variables in individual color monitors. If the
products you received were in error, defective or grossly misrepresented, please call Customer Service
(1.702.878.PAWS) for a Return Authorization. Returned items must be received within 14 days,
appropriately packed and insured. Store credit will be issued for merchandise that can be resold (all labels
attached and factory packaging unopened.) There is a $25.00 restocking fee billed to your credit card
upon receipt of returned merchandise. We have a NO RETURN policy on Pet Houses, Pet Beds, Carriers
and Rawhide. Return shipping fees are the customer's responsibility. We do not accept C.O.D. returns or
exchanges. All shipping and handling fees are Non-Refundable. Jewelry may be returned for store credit or
exchanged (within 14 days) with no additional charges if the factory packaging is unopened and all tags are
attached.
Order Cancellation
There is a $25.00 fee for all order cancellations unless we are notified within 24 hours of order placement.
Copy of Invoice
The only invoice you will receive is with your confirmation email. IF YOU ARE USING AOL, PLEASE CHECK
YOUR SPAM FOLDER FOR ORDER AND SHIPPING CONFIRMATIONS. If you did not make a copy of it, we will
email another invoice upon request to Customer Service.
What credit cards do you accept?
We accept Visa, Master Card, American Express and Discover.
Can I pay by check, money order or cashier's check?
If you would prefer paying by money order, cashier's, business or personal check, fill your cart and send a
copy of that page to the address below. Please be sure to include your name, email address, daytime
phone number and shipping address (no PO Boxes.) There will be a 11 business day hold on all checks.
Purrfect Paw
POB 13778
Las Vegas NV 89112
Is my credit card information secure?
Our shopping payment system is encrypted using SSL (Secure Socket Layer) encryption process, which is
supported by the Netscape, Microsoft and America On Line Browsers. SSL encryption makes your on-line
ordering safe and is the adopted standard for processing a secure credit card over the Internet. Once you
click "Order"or "Add to Cart," you will be automatically routed to our Yahoo! shopping cart page, which is
one of the most secure http ports. This encryption makes it impossible for unauthorized parties to read any
information that you send.
Do you ship outside the Continental US?*
International orders must be a minimum of $50.00(US) not including shipping charges. All shipping
outside the Continental US is via the US Postal Service. International customers can estimate shipping
costs to be 15% - 100% of the order total which will be determined by the USPS International Calculator
based on weight and distance. For help with currency conversion, http://www.xe.com/ucc/ International
customers are contacted by email with shipping rates and options prior to order processing. Additional
brokerage fees, Custom fees, excise taxes, duties, tariffs or any type of fee or taxation imposed on
international shipments by government agencies outside of the United States are not included in our
shipping charges and become the international customer's responsibility. Refused international shipments
returned to us are Non-Refundable. We will make every effort to locate a lost shipment and file the
required forms with the USPS, however Purrfect Paw assumes no liability for late or lost international
shipments and cannot track shipments that have left the US.
*By placing an international order, it is agreed that you have read, understand and accept our international shipping
terms and conditions.
How do I contact purrfectpaw.com?
Customer Service
If your question is not included in the above FAQs or you have an immediate concern that cannot be
handled by email, please call or fax us.
Phone: 702.878.PAWS (M-F, 8am - 3pm PST)
CUSTOMER SERVICE LINE ONLY, NO SALES CALLS PLEASE
Fax: 702.433.0031
May I visit your store to look around or pick up items I ordered from you?
For insurance purposes, our warehouses are not open to the public.
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...Celebrating Our 6th Year!