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Store Policies
Customer Service
Office Hours and Holiday Schedule
Wholesale Inquiries
Sizing
Product Availability
Canceling an Order
Prices and Tax
Product Descriptions and Images
Purchases and Methods of Payment
International and Overseas Purchases
Exchange and Return Policy
Restocking Fees
Return Exceptions
Holiday Exchange and Return Policy
Delivery and Charges
Non-Deliverable, Refused or Unclaimed Orders
Customer Service
We pride ourselves on our customer service. We are always willing to assist
you with any problems, issues, questions or compliments you may have. Please contact us during our customer service hours from 11 AM to 5 PM EST, Monday to Friday.
We will respond as soon as possible.
Email: help@roversallover.com
Please note that due to various email settings, our email message may be delivered to your spam or bulk mail folder. Should you not receive a reply from us, you may have entered your email address incorrectly or your spam filter won't let us through.
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Office Hours and Holiday Schedule
Our customer service hours are 11 AM to 5 PM EST, Monday to Friday. Customer service is sometimes available on the weekends, however our offices are closed on the weekends and for the following holidays in 2007:
Monday, January 1 - New Year's Holiday
Monday, February 19 - Washington's Birthday (President's Day)
Monday, May 28 - Memorial Day
Wednesday, July 4 - Independence Day
Monday, September 3 - Labor Day
Monday, October 8 - Columbus Day
Monday, November 12 - Veterans Day
Thursday & Friday, November 22 - 23 - Thanksgiving Holiday
Monday & Tuesday, December 24 - 25 - Christmas Holiday
Monday & Tuesday, December 31 & January 1, 2008 - New Year's Holiday
On weekend and holidays, as well as during non-customer-service hours, please send us an email to help@roversallover.com and if someone from Rovers All Over is available to help you, they will get back to you as soon as they can. If not, you will be contacted back during regular office hours.
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Wholesale Inquiries
Rovers All Over is a retailer only. We do not sell any items wholesale.
If you are a designer, manufacturer or wholesaler of dog clothing, dog collars, dog carriers, dog beds or other pet-related items, and interested in doing business with Rovers All Over, please send your wholesale information, including pictures, pricing, minimums and any terms to info@roversallover.com. You may also send it by postal mail to:
Rovers All Over
Attn: Wholesale Submissions
4295 Whitewater Creek Road
Atlanta, GA 30327
Once we receive your information, we will review it and will contact you should we require any additional information. Please note any information sent to us, including samples, will not be returned.
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Sizing
We strive to provide accurate sizing information for all our products. Due to
differences in manufacturer's sizing and product specifications, we highly recommend you measure your pet precisely to ensure an accurate fit. It is not reliable to purchase our items based on your pet's breed or weight. All our dog clothes, dog collars, dog carriers, dog toys, dog beds, and other pet products are sized in inches.
For more information about certain products, or if you need assistance with sizing,contact us at help@roversallover.com.
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Product Availability
Occasionally, we may take your order and consequently discover that the item is not available for shipping (i.e., it is backordered, sold out, damaged or
defective). In such cases, we will notify you via email of the status and do
our utmost to fulfill the order as soon as possible. You will also have the
option to cancel the order.
Product availability is subject to change without notice. We do our best to
correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).
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Canceling an Order
Unfortunately, orders cannot be cancelled automatically once you have completed the checkout process. Due to our commitment to processing your order quickly, once the checkout process is completed, we immediately notify our warehouse and manufacturers to prepare your order for shipment. If the order has already been processed and shipped out, our standard Exchange and Return Policies will apply. We apologize for any inconvenience that this may cause you.
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Prices and Tax
All prices are subject to change without notice. We currently do not have a price-matching policy. Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailer. Items purchased and shipped to addresses in the state of Georgia are subject to applicable sales tax.
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Product Descriptions and Images
We endeavor to provide accurate and complete descriptions and representations of our products, including our dog clothes, dog collars, dog carriers, dog toys, dog beds and other pet related items. However, Rovers All Over does not warrant that product descriptions, photos or other content of this site is accurate, complete, reliable, current, or error-free. This site may contain typographical errors or inaccuracies and may not be complete or current for every product offered. Color variations may occur due to monitor settings or descriptions may be incomplete due to human error. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted) and to change or update information at any time without prior notice. Please note that such errors, inaccuracies or omissions may relate to pricing and availability, and Rovers All Over reserves the right to cancel or refuse any order placed based on incorrect pricing or availability information.
If a product offered by Rovers All Over is not as described, your sole remedy is to return it in its original and unused condition. We apologize for any inconvenience.
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Purchases and Methods of Payment
We can accept orders through our web site (www.RoversAllOver.com), or by telephone (404.906.5516). The methods of payment we currently accept are Visa and MasterCard.
Backordered items are usually shipped within 2-3 weeks from the order date. Should your item take longer than that to restock, we will contact you to make sure that you still want to wait for the item. With your permission, we will then charge your card even though the order has not yet shipped. You can receive a credit to your account should you later change your
mind about the backordered item and notify us of your decision in a timely manner.
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International and Overseas Purchases
Our automated online system is currently only set up to sell and ship items to addresses in the continental United States. However, if you wish to place an international and/or overseas order, please follow these guidelines:
Once you have selected the items you would like, please send an email to orders@roversallover.com and provide us with your complete shipping address, a list of the products you would like to purchase, and what method of payment you would like to utilize.
A representative from Rovers All Over will get back with you as soon as possible regarding your order total, and with a review of shipping options and reflected costs. Once you have selected a shipping method, your order can be processed over the phone, via Fax, or a one-time payment can be set up for you via the web.
Our online store will soon be calibrated to do all of this automatically and in real time..
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Exchange and Return Policy
Every item we sell is carefully inspected before it is shipped. If merchandise is defective or damaged upon receipt please contact us immediately after your package arrives.
We want you to be satisfied with your purchase. If any Rovers All Over purchase fails to meet your expectations, you can return your item to us in its original and unused condition within 20 days of receiving it for an exchange or refund. The following items cannot be returned or exchanged: customized, personalized or engraved items, toys, food, perishable and grooming products. Select custom-made furniture or carriers may not be returned or exchanged, but we note such restrictions on the product detail page.
If you would like to exchange or return an item, please ship the original and
unused item, along with a copy of your email receipt or packing slip, to:
Rovers All Over
Attn: Returns & Exchanges
4295 Whitewater Creek Road
Atlanta, GA 30327
We are not responsible for items returned to any other address.
For your protection, we recommend you use Federal Express, UPS, the US Postal Service or any other delivery service with delivery and tracking capabilities. The customer is responsible for all shipping and packaging costs related to exchanging or returning an item. We are not responsible for lost or misdirected returns. We cannot accept returns COD. Items received after 20 days will not be accepted for exchange or return and will be shipped back to the customer.
Should you wish to exchange an item, please do not place a new order through our web site. If you place a new order, your returned item will be treated as a return and may be subject to a restocking fee. If you send the item back to us and note which item you would like in exchange, you will receive complimentary shipping for the exchange and will not be charged a restocking fee.
After receiving and inspecting the returned item, we will reimburse your credit card for the purchase price of the item, less any shipping, handling or restocking fees (items which qualify for free shipping will incur a 10% restocking fee), or send you a replacement item for exchange. Please note that shipping fees are non-refundable.
To qualify for a refund, all items must be returned in its original condition, including the original packaging, containers, documentation, warranty cards, manuals, and/or accessories. Please do not mark or deface original manufacturer packaging in any manner. We will not accept returns if the packaging is not in its original condition and will return such items to you. If you reject that return shipment, Rovers All Over reserves the right to liquidate the inventory and withhold credit.
We encourage you to measure your pet as accurately as possible. We cannot honor exchanges or returns for any merchandise that has been used, or is not in its original new condition. All sale, personalized, custom, toy, food and perishable items are final sale and cannot be exchanged or returned.
We work hard to process returns as quickly as possible. Please allow 10 to 14 days after we receive the items before receiving your credit or exchange.
At Rovers All Over, we strive to provide great customer service. We wish we could accept all exchanges and returns without any questions or limitations, but that is just not possible. Thank you for honoring these exchange and return policies, so that we can continue to provide you a large selection of quality products.
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Restocking Fees
We allow one complimentary exchange per item. After the first exchange, each exchange will incur a restocking and shipping & handling fee of $7 or 10% of the item's value, whichever is greater.
If you return an item which qualified for free shipping, we will refund your card for the purchase price less a restocking fee of $7 or 10% of the item's value, whichever is greater.
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Return Exceptions
The following items cannot be returned or exchanged: customized, personalized or engraved items, toys, food, perishable and grooming products. Holiday dog clothing and accessories, including Halloween costumes, return and exchange policy: one time size exchange, no returns or store credit.
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Holiday Exchange and Return Policy
Items purchased from November 15 through December 24 can be returned 20 days from the date of receiving the item, or by January 15, whichever date occurs later. All other conditions of our standard exchange and return policy will apply.
For holiday dog clothing and accessories, including Halloween costumes, a one time size exchange is allowed, no returns or store credit.
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Delivery and Charges
We charge a flat shipping rate of $7 for standard or ground delivery of your order. We currently offer FREE shipping on all orders that total $75 or more, before sales tax. Please note that with standard or ground shipping, your items may take 5 - 15 business days for delivery. If you wish to have your shipment expedited, contact us at help@roversallover.com. The options and ship times may be limited for certain items. Please note that some special product, order, or handling fees may still apply.
At this time, we can only sell and ship items to U.S. delivery addresses in the 48 continental states only, not including Alaska and Hawaii. Shipping may be subject to other geographic restrictions that apply to particular products.
Our flat rate or free shipping offer may be used in conjunction with a promotional certificate. The flat rate or free shipping offer excludes certain oversized items and those items will include a statement on their product detail pages that state they are not eligible for the flat rate or free shipping offer.
We reserve the right to change or discontinue our flat rate or free shipping policy at any time.
Rovers All Over uses FedEx, UPS, the US Postal Service and other delivery services for delivery of your items. Due to orders being fulfilled from different warehouses, items may be shipped by any one of these delivery services. Many of our items are shipped from several sources; thus your items may be shipped separately from each other, even on the same order. The options and ship times may be limited for certain items. Once an item is shipped, you will receive an email confirmation and you can then track your order. Packages shipped via US Postal Service display a delivery confirmation only. Detailed tracking information is not available.
You can expect most packages to be delivered to their destination within 5 - 15 business days from the ship date. Please remember that certain larger items, like beds, or customized items can take up to eight weeks for delivery.
If you have been waiting over fifteen business days (three weeks) for your order, and have still not received it, please contact us at help@roversallover.com for assistance.
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Non-Deliverable, Refused or Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, negligence, absence, or customer providing incorrect shipping information (invalid, unknown or insufficient address), we will attempt contact you via telephone and/or email to resolve the order. If no response is received, the customer will be charged the appropriate shipping charges and a 20% restocking fee.
Please make sure that the shipping information on your order is correct and that someone will be available to receive your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages, will require an additional re-shipping charge.
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