Returns Policy

Returns, Refunds, Adjustments.

Our 45 Day “Service with a Grimace”* Customer Satisfaction Action Policy.. We believe it's the best in the industry.

1. TIME IS OF THE ESSENCE You must notify us within 45 days of your order being placed if you are dissatisfied or if you did not receive the merchandise. (Exception: If the item(s) in question were wrapped as a gift well in advance of the gift giving occassion, we will take care of it up to six months later. ALL returns MUST have a RAT** number (return authorization tag).
   
   
   
2. WHY you need to contact us for a "R.A.T." before returning stuff: Three reasons;
   • Some items may be expensive to ship, so we might ask you to return only a portion of the defective product, or work out something else.
     
   • Some items may need to be returned to other addresses. (Manufacturer’s Warranty, etc.)
     
   • Also, we like to know ASAP if we have a “dud” item so we can weed out the bad merchandise before someone else is disappointed.
     
     The RAT (return authorization tag number) is just a way to get you to call or email first, and a way to track our customer complaints and improve our products and services.
     
   
   
   
3. (what is) PROOF OF DELIVERY You agree that the USPS “delivery confirmation” system status of “delivered” is sufficient proof of delivery. (Not proof that correct merchandise was recieved or that it was in good condition)
   
   
   
4. DEFECTIVE MERCHANDISE; REFUND or REPLACEMENT. Please email or call before returning. We will normally issue a RAT** (return authorization tag number) but may at our sole discretion offer an alternative that does not require the merchandise to be returned. We may also refund up to $5 of the original shipping you paid to us, if any, at our SOLE DISCRETION. (Generally SHIPPING REFUND is limited to DEFECTIVE MERCHANDISE orders.)
   
   
   
5. WRONG MERCHANDISE (Getting it straight!) Please email or call before returning the items you received in error. We will handle this as efficiently as possible with a minimum disruption on your end.
   
   
   
   
6. NO REASON NEEDED You don’t need a reason, If your ferret can’t wear it, If your husband the car salesman says “Everything must GO regardless of profit or loss!”, If you bought it as a gift for someone but you can’t give it because of the restraining order, WE DON’T CARE- Send it back for a full refund.You always have the option to return any merchandise for a full refund of the merchandise total you paid, for ANY REASON. Please call within 30 days for a RAT** (return authorization tag number) before returning though.
   
   
   
7. SHIPPING REFUND LIMITATIONS - We may at our sole discretion refund or prorate the shipping you paid us, up to $5.00, in addition to the product refund. Returning the item(s) is generally at your expense. This limitation does apply on (but is not limited to) EXPRESS mail and INTERNATIONAL orders.
   
   
   
8. Going beyond... We may go beyond the promises enumerated above, in the interest of customer service, at our sole discretion, esp. if you are nice we might be more nice, dig?
   
   
   
   
9. Why Service “With a Grimace?” Having unhappy customers makes us unhappy. I usually mumble, Teresa makes faces; there is usually a lot of finger-pointing and passive-aggressive behavior. Perhaps this is why we don’t have a bricks & mortar store. Anyway, the only way to get past it is to smooth the customer’s ruffled feathers, take some Motrin, and change the subject.
   
   PLEASE NOTE that we don't get a lot of customer dissatisfaction. We believe this is because;
   • A. We weed out substandard merchandise
   • B. We have developed systems to minimize shipping errors, transit damage, mispicks, etc.

We accept the four major credit cards (VISA, Mastercard, American Express, Discover)and Paypal; There is an option for "payment by mail" at checkout, you can send a check or money order to the address provided there.
If you don't want to punch your details into the computer, Use this handy mail order form and mail that to us. You can also fax it to us at 1-206-691-8379
We accept most school purchase orders. We cannot extend terms or credit, something about the time value of money and the marginal value of not getting chewed out by my wife.

The Shipping News:

• We ship Monday-Saturday, cutoff is usually around noon Pacific unless a "hot one" comes in.
• USA Shipping Rates starting at just $3.49
• FREE USA best rate shipping commences at $39 in your cart, sometimes we run unadvertised specials where the free shipping starts lower.
• Priority Mail, International shipping, express shipping is calculated on the shopping cart.
• SHIPPING IS GOLDEN PROGRAM: For a limited time, if you put the phrase "Refund Excess Shipping Please" in the comments section of your order (Or otherwise tell us) - We will Refund any shipping charged that exceeds actual postage. CANNOT BE COMBINED with other "comment offers" OR with any COUPON CODE (Those are rare anyway)

Please email or call if you have questions or special shipping requirements, we'll take your order over the phone if you like.