What is your return policy?
We only accept returns on unopened items, 30 days from the original purchase date. Any newly packaged, unopened product may be returned. A refund for the order amount minus the shipping charge will be given upon return of items. RESTOCKING FEES of up to 20% may apply, depending on the item. Please call us at 800-889-8967 to obtain return authorization before returning any product. Please have your Fahloney’s Pet Order number ready when you call. We do not accept any refunds on size substitutions on articles of clothing (pet costumes, t-shirts, etc). All purchases of clothing are final. We recommend sending returns to us in a secure box and by UPS or insured receipt for your protection. A copy of your packing slip in the box and your issued RMA (Return Merchandise Authorization) number on the copy of your packing slip will expedite the processing of the refund, which generally takes 48-72 hours upon receipt of the return.
Where do I return my package?
Please call 815-388-1931 for a Return Authorization Number. Send returns to:
2520 IL Rt 176
Crystal Lake, IL 60014
How to Return Items?
Request a postage-paid return label.
Please allow up to 3 weeks for us to receive and process your return with a prepaid label. We will deduct $10 from your order refund for return postage when using the postage-paid return label. Return tracking information will be available online once the package has been scanned with the carrier. You will receive an e-mail once your return is processed and the refund is issued.
- Before sealing your package please make sure to include a copy of the invoice or email confirmation.
- Affix the printed return label to the outside of your box.
- For USPS Labels - leave your package where you normally leave outgoing mail or take it to your local post office.
- For FedEx Labels - please bring the package to your nearest FedEx or Kinko’s
To receive a prepaid label please request one when calling for an RMA number.
What are my payment options?
Payment may be made by Visa, MasterCard, Discover, American Express, JCB, or Check/Money Order. Checks/Money Orders should be made payable to EntirelyPets.com and must be mailed PRIOR to shipment.
When will my credit card be charged?
Our system does not charge your card until your order is shipped.
Why was I double charged?
Upon placing your order, your credit/debit card will be Authorized to verify your identity and for your security. Due to this verification process your financial institution may hold funds in the amount of the order or more (up to double the amount) depending upon their policies. Any amount greater or different than the actual transaction will be returned to your credit card at their discretion and after the actual transaction is done (usually 1-5 business days).