Policies

Thank you for reviewing our policies. If you have any questions or concerns, please contact us before placing your order. We are happy to help!

SHIPPING

SHIPPING INSURANCE:

Click HERE for details.

SIGNATURE REQUIREMENT POLICY:

All orders containing a whelping box and/or a value over $300 will REQUIRE A SIGNATURE upon delivery. EZwhelp will provide each customer with the tracking information for their packages so they can track the delivery and plan to be home to sign for the package.

SHIPPING OPTIONS: We offer FREE Shipping for orders over $99 to the Contiguous U.S. (Lower 48 States). Orders will be sent via UPS Ground or USPS Mail at the discretion of EZwhelp.com. EZwhelp is not responsible for any shipping delays caused by carriers or other outside forces.

The majority of orders ship out in 1 business day. We do not ship on Fridays, Saturdays, Sundays, or major holidays. To calculate the delivery date, add the processing time of 1-2 days to your shipping method transit time. For example, UPS "Next Day" shipping for an order placed on Monday, would be delivered no later than Thursday (order received on Monday, add 2 days to ship which is Wednesday, then receive order on Thursday). We are always willing to try to ship earlier. Contact us to confirm.

Considering USPS Mail?

We always recommend UPS shipping. In our experience, USPS often does not deliver according to their claims. When they say "1 business day" or "2 business days" this is only an estimation. These estimates do not come from our website, they are provided directly from the USPS during your checkout. USPS is a good option only for non-urgent and low cost orders.

We will not ship orders over $150 via USPS. For these orders, if USPS Mail is selected, we will ship via UPS Ground. Please refer to our map of UPS Ground Services for transit times.

Return Policy

At EZwhelp, your satisfaction is our top priority. We stand behind every product we sell with a comprehensive 30-day money back guarantee to ensure you and your beloved pets are completely happy with your purchase. We understand that finding the perfect products for your furry family members is important, and we're committed to making your shopping experience enjoyable.

Return Window and Timeline

All returns must be initiated within 30 days of the order fulfillment date shown on your shipping confirmation. We strongly recommend contacting our customer support team as soon as possible if you're not satisfied with your purchase so we can help resolve any issues quickly and efficiently. The sooner you reach out, the faster we can find a solutions that works for you and your pet.

Eligible Return Conditions

To qualify for a return and refund, all items must meet the following conditions:

Products must be in their original, unused conditions with all original packaging, tags, labels, and documentation intact.
Food items, treats, supplements, and any consumable products must remain unopened and sealed in their original packaging for health, safety, and hygiene reasons.
Items must not show any signes of pet use, damage, wear, or alteration.
Items must be free of hair and odor.
Proof of purchase is required for all returns, including your order number, receipt, or order confirmation email.

Non-Returnable Items

For health, safety, and hygiene reasons, certain items cannot be returned or refunded under any circumstances. These include any open food products, treats, supplements, or consumables of any kind. Whelping boxes, pads, accessories, and/or other products that have been used or show signs of use, damage, wear, contaminants, odor, or alteration cannot be returned or refunded. Personalized, custom-made, or special order products that were created specifically for you or your pet cannot be returned or refunded. Items marked as Final Sale, Clearance, or Closeout are not eligible for return or refund. Products that have been used, show signs of pet contact, or have been damaged after delivery cannot be accepted back into our inventory.

Refund Process and Timeline

Once we receive your return item at our facility, our quality control team will carefully inspect it to ensure it meets all return conditions. Upon successful inspection and approval, we will process your refund. Refunds will be issued to your original payment method used at the time of purchase and can take 3-5 business days to appear in your account depending on your financial institution. Please note that original shipping costs are non-refundable unless the return is due to our error, a defective products, or an item that arrived damaged.

Return Shipping Costs and Proceedures

Customers are responsible for all return shipping costs unless the return is due to our error, a defectibe product, or an items that arrived damaged during transit. We strongly recommend using a trackable shipping method with insurance to ensure your return reaches our facility safely and can be tracked throughout the shipping process. We cannot be held responsible for returns that are lost or damaged during return shipment. Please retain your tracking number and shipping receipt until your return has been processed and your refund has been issued.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect product, please contact our customer service team immediately upon receipt. We will need clear photos of the item, its packaging, and any visible damage or defects to process your claim quickly. Once we review your photos and information, we will arrange for a replacment products OR part(s) to be sent to you at no additional cost, or issue a full refund including all original shipping costs. In cases of damage or defective items, we may provide a prepaid return shipping label to have the item returned to us. It is the sole discretion of EZwhelp to replace individual parts, replace full products, or issue a full refund. We may ask for damaged or defective items be returned to us; in which case, we will provide a prepaid return shipping label so you won't incure any return shipping expenses.

How to Initiate a Return

To start the return process, please contact our customer service team through our website contact form or customer service email, customer_service@ezwhelp.com. You'll need to provide your order number, the item you wish to return, and the reason for your return. Our team will review your requestion and provide you with detailed return instrucitons and a return authorization number if required. Please do not ship any items back to us without first contacting customer service and receiving return instructions, as unauthorized returns may not be processed.

Restocking Fees

EZwhelp does not charge restoncking fees on standard returns that meet all return conditions. However, items that are returned without authorization, arrive damaged due to improper packaging, or do not meet return conditions may be subject to a restocking fee, up to 50%, or may not be eligible for refund, 100%.

SALES - PRICING & ITEMS

Discount codes are not valid during holiday sales events.

Only regular priced items may be refunded. Unfortunately sale items not eligible for refund.

OUR SHIPPING ADDRESS

To return your product, please contact us first for approval. Then ship your product to:

EZwhelp, Inc.
2150 Boggs Rd Ste 100 Bldg 100
Duluth, GA 30096

Be sure to include your order number on the return package. All shipping costs are non-refundable.

INTERNATIONAL ORDERS

We are offering International Shipping to customers in select countries. Some important information regarding international shipping:

- Some international orders will have duties and taxes calculated or collected at checkout. Some international order may not. Please be aware of any duties and taxes and be prepared to pay those at checkout or to the shipping carrier during the shipping process.

- Shipping is calculated during checkout. Shipping is not always 100% accurate. Instances where shipping costs are dramatically more than what is estimated during checkout, we will reach out to the customer informing of additional shipping charges that are required.

Regarding whelping box sizes:

- It is very important to measure your bitch to determine the appropriate size. Our size recommendation chart is only a recommendation and we cannot guarantee it will be right for your bitch. That is your responsibility as you know your dog best. ****We do not cover any shipping costs for returns or cancelled orders that have already shipped.****

The buyer/customer is responsible for paying the Landed Costs (Duty & Tax).

Hawaii/Alaska/US Territory Shipping

We offer shipping options via UPS for all orders and USPS Flat Rate shipping options for orders up to 15 lbs.

We strongly encourage you to make sure you buy exactly what you need.

Regarding whelping box sizes, it is very important to measure your bitch to determine the appropriate size. Our size recommendation chart is only a recommendation and we cannot guarantee it will be right for your bitch. That is your responsibility as you know your dog best. ****We do not cover any shipping costs for returns or cancelled orders that have already shipped.****