TWP Store Customer Service

TWP Store Customer Service

Customer Service Hours
Monday-Friday 8am-4pm, eastern standard time

Contact Information
info@tripswithpets.com or 919-249-7387 (PETS)

Returns & Exchanges
To return or exchange a product, please contact Customer Service at info@tripswithpets.com to obtain a return authorization number and shipping directions. Since many of our products are shipped directly from the manufacturer, return shipping addresses are different depending upon the product being returned. Damaged merchandise is readily refunded. All other product returns must be unopened, in their original packaging and unused in order to receive a refund.  All products must be returned within 30 days of delivery date. Products are subject to restocking fee of up to 15%. Customers are responsible for shipping charges for returned items.

Cancellations
Orders may be cancelled by phone with full refund prior to product being shipped. Once product is shipped, return procedures (above) must be followed.

Shipping & Delivery
We make every effort possible to ship your order in a timely fashion. Most products are shipped within 2-5 business days. Please allow up to 2 weeks for delivery of most products.You will be contacted via email should there be an unexpected delay in shipping. Please contact customer service directly to ship to international locations. Please note: shipping times are approximate, and occasional delays beyond our control can happen.

Security
It is our intent to protect against the loss, misuse or alteration of information that we have collected from our customers. We use a variety of current technologies and processes for protection of our customer data. We limit the information we provide to outside companies with whom we contract to only what they need to carry out order fulfillment. We understand your concerns about online security. Because we share your concerns, we work closely with Authorize.net and our host server to keep our site a highly secure ordering environment so you can shop with confidence. If you are still not comfortable shopping online we are happy to take your order over the phone or by fax.

Privacy Policy
This privacy policy tells you how we use personal information collected at this site. Please read this privacy policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in this privacy policy. These practices may be changed, but any changes will be posted and changes will only apply to activities and information on a going forward, not retroactive basis. You are encouraged to review the privacy policy whenever you visit the site to make sure that you understand how any personal information you provide will be used.

Note: The privacy practices set forth in this privacy policy are for this web site only. If you link to other web sites, please review the privacy policies posted at those sites.

Collection of Information
We collect personally identifiable information, like names, addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill you specific request. This information is only used to fulfill your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.

Cookie/Tracking Technology
Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information.

We use cookies to help us remember and process the items in your shopping cart.

Distribution of Information
We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.

Commitment to Data Security
Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.

Privacy Contact Information
If you have any questions, concerns, or comments about our privacy policy you may contact us using the information below:

E-mail: info@tripswithpets.com
Phone: 919-249-7387 (PETS)