Pocket Pets Shipping and Returns Policy

Shipping Policy

All orders typically ship within 48 business hours (M-F). Weather, technical difficulties, holidays, sales and other issues do occasionally affect us but our warehouse is dedicated to getting your order to you as quickly as possible. Due to the extremely high volume of lost packages being reported, shipments will be insured with signature delivery.

Carriers

We use FedEx and USPS to deliver our orders. Please note if you have a PO box, only USPS can be used.

Order Tracking

If a tracking number is provided by the shipping carrier, we will update your order with the tracking information. If you don't receive a tracking number within 48 business hours of your order, please contact us for an update at customerservice@sugarbears.com

Shipping Rates

The rate charged for the shipping of your order is based on the weight of your products and your location. The shipping rates are determined by the service and are calculated by the a live connection at the time of checkout.

Back Orders

 If an item will be out of stock for more than a few days, we will notify you and give you the option of a refund or a later shipment. You will never be charged any additional shipping and handling for items that might ship separately due to a back order.

Returns, Refunds, Replacements & Exchanges Policy

How To Return An Item

Your item must be in its original unused condition to be returned and refunded, unless there is a manufacturer defect. Your must reach out to us within 30 days of your purchase. If you are unhappy with a used item, please reach out to us.

Items can be shipped to:

Returns Department

407 Old Stone Bridge Rd.

Goodlettsville, TN

37072

Please include in your package a signed letter stating the reason for your return and the original invoice.

Return Exceptions

Some items may not be accepted if their condition indicates they were consumed, or have been in any way used, worn, or altered. If you are unhappy with a used item, please let us know.

Restocking Fee

All returns are subject to a 10% restocking fee and this will be deducted from your refund. Original shipping and handling that you paid on the order will not be refunded, unless the return was a result of our error.

Replacements

Not customary, but if you fail to receive your order for any reason, please contact us within 30 days of your order and we will be happy to track your order down and, if warranted, replace your order at little or no cost to you. If we have a delivery confirmation from our carrier, we do reserve the right to file a claim on that package and get results before replacing the order. Each order will be reviewed on a case by case basis.