Customer Service

CUSTOMER SERVICE HOURS:
8 am - 5 pm Mountain Time, Mon - Fri, Closed on all federal holidays

SHIPPING INFORMATION:

We can ship to U.S. and Canadian addresses. We no longer accept any other international transactions.

Standard Shipping: Flat fee $5.99 (3-7 days) USPS First Class Mail

Priority Mail:  Flat fee $8.99 (3-4 days) USPS Priority Mail

Priority Express (Expedited Shipping): Flat fee $35.00 (1-2 days) USPS Priority Mail Express

PRIORITY EXPRESS

Please note Priority Express is an expedited service. Once your package is shipped (see processing times) it will be delivered to your address within 2 business days, guaranteed, excluding Sundays and holidays. Most, if not all packages sent outside Texas are received in 2 business days. If USPS does not deliver within that time frame please let us know @ info@wellpetdispensary.com. You will be refunded the full Priority Express shipping amount minus the Priority Mail shipping and handling charge of $8.99.

Please note that this service doesn’t include Sundays or holidays. Please note processing times.

If, for example, you place your order on a Thursday, the package won’t be processed for shipping until Friday. Then the package may not be received by USPS until Monday after 5:00 MST or Tuesday.  I know.  See processing times. You will get your package on Thursday. USPS considers that “guaranteed 2 day delivery”. If a Holiday falls on a Monday, then Friday would then be the guaranteed day for delivery.  We are now with a fulfillment company and they are not as quick as we were. This is a worse case scenario.  You may get the package earlier.

PRIORITY MAIL

With Priority Mail, we are finding that this shipping time table (3 days) may be delivered as quickly as Priority Express, but USPS cannot guarantee that shorter than normal delivery time.

NOTE: We do not refund for Priority Mail if you receive your package after 3-4 days, as we have no control over USPS delivery and they don't guarantee three days.

 

PROCESSING TIMES:

Order Fulfillment Time-Table:

Orders received after 10:00pm MT Friday, as well as Saturdays and Sundays are processed Monday.

When we receive your orders Monday through Thursday, we process it the very next following day.

Now that we are with a fulfillment company, they process the orders the next day after the order is placed.  However, the order can be at USPS up to two full days (48 hours) after the order has been processed.

 

 

 

 

RETURN POLICY: Full Refund for Unopened Items within 30 days of Delivery

We allow you to return new items that have not been opened within 30 days of delivery for a full refund minus shipping. If the return is a result of our error (incorrect or defective item(s)) we will send you a pre-paid shipping label to return the defective or wrong product at no charge to you, and we will send out the correct item with free shipping.

IF YOU NEED TO RETURN AN ITEM:

If You Have an Account:

  1. Log in to your account
  2. View the order using the "Complete Orders" which is found in the “My Account” drop-down menu
  3. Click the Return Item(s) button

If you are a “Guest” (no account yet)

  1. Email us with your order number and include the invoice we had sent you upon placing your order initially
  2. Let us know the reason why you are returning the product

Include in your return:

  • A copy of your invoice so we know to refund the money to the correct customer
  • Wrap the unused unopened product well
    • Liquid: Wrap the bottle in plastic or biodegradable plastic to prevent leakage
    • Glass: Use bubble wrap to prevent breakage
    • Surround product with more packing material
  • Return Address should match the name on the Invoice

Then send your return to :

OSW

C/O Well Pet

3200 Commander Dr, Ste 100

Carrollton, Texas 75006

 

Or Fill out the form below: 


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