General Information

Ordering:

Telephone orders using our Toll Free number are available 9.00am to 5.00pm Monday to Friday (EST)

The processing of orders is from 9.00am to 5.00pm Monday to Friday.

For your convenience we accept Visa, Mastercard, and PayPal.

Shipping: 
Orders received by 2.00 pm Monday to Friday will be shipped the same day. Orders received after that time will be shipped the next business day.

Incomplete Order: 
In the unlikely event that the kit purchased arrives incomplete, you must let us know within 7 days of the date of dispatch. We cannot accept claims for additional items after that time.

Stock: 
You will be contacted should there be a problem with stock. If you place your order outside of order processing hours, you will be contacted on the next order processing working day.

Credit Card Security: 
Credit card payments are processed using the secure payment gateway of Paypal. All credit card numbers and personal information are encrypted, and are handled only by the processing company. At no time does Farewell Pet Products have access to your credit card information for orders placed via our website.

Complaints: 
In the unlikely event that you are not completely satisfied with your purchase, please contact us on 1-(855)-735-2011, alternatively you can complete the form on our website. In either case our response time will be within 24 hours during normal working hours.

Goods Damaged during Shipping: 
In the unlikely event your order is damaged in transit please contact us immediately on 1-(855)-735-2011. Please retain the original packaging in which to return your order. We will arrange for a prompt replacement or refund, whichever is your preference.

Faulty Goods: 
All our products are manufactured to the highest of standards using quality material. Furthermore each of our kits passes stringent quality control prior to shipping. If there is a defect in materials which requires the item to be returned, we ask that you call or email us within 7 days of the dispatch date to schedule return of the goods for a replacement or full refund (less shipping costs).

Please note that the above does not apply to faults caused by accident, neglect or misuse.

In any event proof of purchase MUST be provided.

Refund Policy: 
Your satisfaction is important to us, if for some reason you are not satisfied with the product we will refund the cost of the kit (excluding the shipping costs) upon receipt of the return. The kit must be returned to us within 14 days of receipt in the same carton in which it was received. Please email sales@farewellpetkit.com to receive return instructions.