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Customer Care
Robbins Pet Care strives to make your shopping experience an informative and pleasurable one. If you have any questions about our
products or service, please contact us.
Robbins Pet Care
11230 Gold Express Dr., Ste. 310-294
Gold River, CA 95670
USA
Tel: 916.342.4370 PST
Toll free tel: 877.542.0880
Fax: 916.858.1410
Email us your comments and questions using the form below. Please keep in mind: we wholeheartedly respect your privacy and
will not share your email or other information with anyone else on this planet.
Our business hours are:
Monday - Friday 8am - 5pm (PST) (excluding holidays)
When calling, it may be necessary to leave a message. We will promptly return your email or telephone call during our normal business hours.
If you are searching for a particular item or have a suggestion to make -- We would love to hear from you.
Shipping
Most orders are processed within two business days from original receipt of order, and approval of credit card. We offer the
following options for shipping orders: USPS Priority (typically 2-3 days) and USPS Express (typically overnight). Other shipping arrangements can be
made by contacting us. We reserve the right to use other shipping services when heavier or larger items are ordered. This may mean a few extra days
(typically 5-6 business days instead the standard 2-3) for your order to arrive.
Shipping USPS Express
For faster orders (typically overnight in many cases, but the Post Office does not guarantee overnight), we like to use USPS Express.
When choosing this option, our shopping cart displays a charge of $19.00. This is the minimum amount. An additional charge for heavier items ordered
will be added to your order. For exact amount, you can contact us for a quote. All rates are subject to change without notice.
Free Shipping for orders of $75 or more
We offer free ground/priority shipping for orders totaling $75 or more. We reserve the right to ship either USPS or UPS depending on
the weight of the order. This offer is good only for U.S. orders.
International orders
We ship via US Postal Service for the majority of our international orders. How our check out system works is not perfect, so please
bear with us if you should wish to place a non-U.S. order with us. We will charge only actual shipping amount (even though extra time is spent to go to
the post office, fill out extra paperwork, etc.)
If your order comes to less than $75 (USD), the shipping charge will initially charge your credit card $16.25 (USD). What we have found is the majority of our
orders can actually be shipped for much less (especially one-sie and two-sie product orders). We will adjust your credit card accordingly to the actual
shipping amount. Anytime we need to charge your credit card for more than $16.25 (USD) we will send you an email (or in certain circumstances, call you)
for your approval. No orders will be processed without your approval for any additional shipping charges. Please make sure you can accept an email
from Robbins Pet Care, as we will not send any unsolicited email (nor sell, rent, lease, etc, your email for others looking for potential customers).
If your order is more than $75 U.S., the shipping charge will appear as no shipping charges -- this does not apply to customers
outside the U.S. unfortunately. We will send you an email (or in some circumstances, call you) with a shipping quote for your approval. No orders will
be processed without this approval.
We will ship to select countries and territories, but we reserve the right to refuse any order that appears fraudulent and will
submit the information to the appropriate authorities for further investigation. We may also ask that you provide additional information, such as your
credit card's issuing bank and contact information for verification. Customer assumes all rights and responsibilities associated with customs and taxes
of shipped items. If you have any questions, please feel free to contact us -- we'll be happy to assist you in any way we can.
Additionally, please note: A few items (Gentle Spray, Garden Ghost, Ssscat and their refills) can only be shipped via ground (basically
this means only continental U.S. and most of Canada). If you have any questions, please ask us.
Packing Materials
For those concerned about packing materials -- for environmentally-conscious reasons or just concerned about getting a boxful of sticky, static
packing peanuts -- most orders are packed with dunnage (recycled newsprint paper -- not inked up newspaper). For glass and other breakable items, we may wrap with bubblewrap when
necessary. Liquid products may be sealed in a plastic bag. Very rarely we will use packing peanuts. And if so, we most often use the cornstarch peanuts. If
you have any concerns about packaging materials, please don't hesitate to contact us (there is a message box upon check-out). We do use new boxes for shipping, but
we rigorously recycle all boxes and used paper on our receiving end.
Additionally, we proudly use New Leaf Paper for our packing slips and other paperwork. New Leaf Paper is made from 100% post consumer waste
and processed chlorine free (PCF). Post consumer waste is paper that has already been used and returned through a recycling program, thereby diverting it from
a landfill or incinerator. It is usually deinked and then processed to make new paper. Office paper waste makes up the majority of post-consumer waste content
that is used to make recycled copy and printing papers.
PCF refers to recycled paper made without the use of chlorine or chlorine derivatives. Common bleaching
agents are hydrogen peroxide (which, when used, breaks down into water and oxygen), and ozone. Dioxins and other toxins and pollutants created by chlorine and
its derivatives are often referred to as chlorinated organic compounds. The dioxins have been associated with adverse affects on the immune and reproductive
systems of human as well as those of fish and wildlife species.
Catalog / Mailing Lists
We regret that we do not have a catalog at this time. We have mixed feelings about producing a catalog. It's likely we will have something
in the future, but one thing is for certain -- we will never bombard you with mail. In fact, we will probably only send them to those asking for one.
As for mailing lists -- we will never share, sell, rent, give, lease your information. As much as the so-called marketing experts
say that email newsletters are essential for success, we won't be sending you anything like that either. Your best bet is to bookmark our site and keep us in mind.
We have very reasonable prices, and some great sale prices that change regularly. We're also quite google-friendly, at least the last time we checked. :-)
Other Ordering Options
If you do not want to use our secure online ordering process you can fill out our printable order form (PDF)
and send in this form with check or money order. (We will need to wait until the check clears before processing your order.)
For your convenience, you can also place your order via telephone at 916.342.4370. It is likely you will need to leave a
message and we will call you back right away, usually during the hours of 8:00 to 5:00 pm, Monday-Friday (unless you request a different callback time).
We are a small family business, but we always do our best to accommodate your needs.
Giftwrapping / Sending Something as a Gift
We can offer a free gift card (business card size) with envelope. It is kraft (brown) recycled paper. We often stamp it with a paw print when we write the message you
wish to say to the recipient. We can also wrap the gift (usually - if not too big or odd-shaped) in typical tissue-style papers. Usually we have recycled kraft (brownish color) to emphasize
our commitment to being environmentally-conscious and some other prints. Often we will mix a color and a style (like pawprints) together for a bit of flair. It is usually tied with an
environmentally-friendly ribbon or tie with gift card attached. It's simple, but we also still offer this as a FREE service. Just let us know if it's a gift. Use the customer message box upon
check-out to write your message. Please keep it no more than a few short sentences as we handwrite these cards. Typically we either do not send the packing slip (price shown on it) or we will
somehow "black it out" rendering it unreadable. Let us know your choice for that as well. We have been doing this as a service since the beginning, but we haven't made it a big deal to let
everyone know. (If any of this is confusing, please just call or email us for further assistance.)
Payment Method
We accept Visa, MasterCard and Paypal for online orders; Visa and Mastercard for telephone and mailed orders. We also accept
check or money orders for mailed orders. For checks we will need to wait until the check clears before processing the order. For the customer's
protection, all information on the order sheet, including credit card holder's name, number, billing address, is subject to verification prior to
processing any order. This is to prevent fraud, and the unlikely use of the credit card without the cardholder's permission.
Paying by Paypal
When paying by Paypal, please keep in mind the following:
- Computer problems during checkout: If your computer encounters problems (such as freezing up or crashing) while checking out
with Paypal, you can still "Send Money" via your Paypal account to "care@robbinspetcare.com" in the total amount of your order.
- E-Checks: Your order will not be processed until the e-check clears (typically 3-4 business days).
- You received an Order Confirmation from us, but did not finish check out with Paypal: Your order will not be processed until we have
confirmation of payment. We will do our best to contact you regarding the matter, but we can not make guarantees due to email filters, etc.
- International orders: It is likely we will be contacting you either to request (as well as refund) money for shipping charges.
Returns/Exchanges
If for some reason you are unsatisfied with any of our products, please return them within 30 days in their original packaging*
and we will refund the purchase price of the product. Shipping charges are not refundable (unless we made a mistake). Should you wish to make a return,
please ship the item and your packing slip to:
Robbins Pet Care
ATTN: Returns
11230 Gold Express Dr., Ste. 310-294
Gold River, CA 95670
USA
Returns must be sent with a "Signature Required" service feature as offered by your carrier. Your credit card will be credited
within 48 hours of processing your return. Please note on the packing slip why you decided to return our product so that we can improve our service.
We will pick up the shipping cost if your return is the result of an incorrect shipment by Robbins Pet Care, or a damaged or defective product. Note:
We only pay for ground service on returned shipments. Shipments of returns must be prepaid. We will not accept COD returns. All returns which originally
qualified for free shipping will be adjusted accordingly if the returned item(s) brings the original total below the qualified free shipping total.
* Most items are returnable, but please read the following:
- Edibles: If you buy a food, supplement or other edible item that your pet does not like, please contact us first. Some of our supplements
are returnable, but not all. If in doubt whether your pet will like it, please order just one to see.
- Books: Books in their original new condition are returnable. If the spine is broken or the book is otherwise damaged, we will not refund
your purchase.
- Clothing items: Please be sure to measure before ordering. We have a conditional 15% restocking fee on clothing items (i.e., removing pet hairs).
If used in any detectable way (smells, dirty or some other condition that we cannot sell as new), we will not provide a refund.
- Exchanges: Place an order online for the correct item(s) and return the item(s) that you don't want in their original condition. Upon
reciept of the returned items, we'll credit your card (or if paid with Paypal, we'll return money via Paypal).
- Closeout and personalized/customized items: Not returnable except for manufacturer's defects.
If you feel there was an error in your order please call 916-342-4370 Monday through Friday, 8am to 5pm (PST) or email us using
the form above. You may also contact us with any questions or concerns that you may have regarding your order.
Back Orders
We make every effort to ship orders in a timely fashion. In the event that you select a back ordered item, your order may be divided into multiple shipments, as we will ship products that are immediately available.
Charges for back ordered items will not be applied to your credit card until we actually ship them to you; there is no need to
re-order. Additionally, you will be charged for shipping only once.
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©
Robbins Pet Care. All Rights Reserved. The products sold by Robbins Pet Care are not intended to be the sole source of treatment or to take the place of expert veterinarian care. Please consult with your veterinarian and ask about using a natural and alternative approach for the treatment of your pet.
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