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K9 Emporium - Cool Stuff For You And Your Pup

Customer Service

HOW TO ORDER

 •    Browse and search products

Click on one of the categories at the top of each page to view more choices within each category. You will then see a list of products within that category. When you click on any specific product, you can view that item and information about it in a full screen. You may also enter a keyword into our search box on each page to search for a particular product.

 •   Add items to your list

To add an item to your shopping cart, click "add to cart" on the bottom of any product page. You can view your order at any time by clicking "view cart" from anywhere within the site. If a product has options such as different sizes, you must select the appropriate option in order to add that product to your shopping cart.

 •   Review your order

In the shopping cart you can see your subtotal, obtain a shipping quote, and modify your order. Once you are happy with your order, click on "proceed to checkout" to submit your order.

 •   Check out

The first step in the checkout process is to select one of two options. You may checkout as a guest or register for an account with K9 Emporium. To register for an account, follow the on-screen instructions to submit your registration. If you have already registered for an account previously, you may login to your account at this step. Please view our privacy policy to learn how we use the information you submit at this step.

You will next be prompted to enter billing, shipping, and payment information. Once you have entered this information, you will be given the opportunity to review your information. Once all of your information is correct, click on "place order" to complete your checkout process.

 •   Print out your confirmation page

You will receive a confirmation page acknowledging your transaction. We recommend that you print out this page and keep it as a record. If you have provided us with your email address, you will receive a copy of your order via email.


SECURITY

At K9 Emporium, our goal is to provide you with a secure, fast, and hassle-free shopping experience. On pages containing private information, we utilize Secure Socket Layers (SSL) to ensure that your personal data is secure as it traverses the internet. SSL is a standard encryption technology used by Internet browsers.

To see if a web page connection is using SSL, look at the status bar of your browser window. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active. You can also double-check by looking at the URL on the address line of your browser. When using secure mode, the first characters of the site address will change from "http" to "https." If you do not see the key or lock, then you are in an area of our website where none of your private information is being displayed.


PRICING POLICY AND SALES TAX

 •   Pricing

All prices are stated in U.S. Dollars. Prices are subject to change without notice. K9 Emporium also reserves the right to change, delete, move or add products without advance notice on the site.

 •   Sales Tax

K9 Emporium is located in Albuquerque, NM. As a result, we are required by law to charge sales tax in this state. If you live in New Mexico, your on-screen order total will reflect sales tax charges as well as the purchase total.


PAYMENT OPTIONS

 •   Credit Cards

K9 Emporium accepts the following credit cards:

• Visa
• MasterCard
• American Express

When using a credit card, you must enter your name exactly as it appears on your credit card and fill out your credit card billing address as it appears on your credit card statement. It's important that you include your phone number in case we need to speak with you about your order.

The credit card that you specify for your purchase will be charged within 24 hours of placing your order.

Charges will appear on your credit card statement as "ONE NINE MANAGEMENT."


SHIPPING OPTIONS

 •   Shipping Options

All orders are shipping via FedEx. A variety of FedEx shipping options are available, depending on your location, such as Home Delivery, Ground, Express Saver, 2-Day, Standard Overnight, Priority Overnight, First Overnight, and International. You will have the opportunity to select the shipping method you prefer during the checkout process.

 •   International Shipping

Please keep in mind that any customs fees or taxes imposed by customs for an order are separate from the shipping charges, and are not the responsibility of K9 Emporium. Customs fees and taxes will vary, and we recommend that you contact your local customs office should you have any questions or concerns about these fees. All packages shipped from K9 Emporium will include a declaration indicating the contents as "Pet Accessories" with full value for the order listed. A package returned to us due to refusal of these charges will result in K9 Emporium being charged for the shipping, return shipping and customs fees, and future orders will not be accepted until these fees are reimbursed. We are unable to alter our declaration. We apologize for any inconvenience.


ORDER STATUS

 •   Confirming Your Order

If you have provided a valid email address when you order, you will receive an email that confirms your order.

 •   Order Processing Turnaround Times

When trying to estimate when a package will be delivered, please consider the following:

• Credit card approval must be received prior to processing.
• Overnight orders placed after 12:00 pm MT will not be shipped until the next day.
• Any order placed after 2:00 pm Monday through Friday will not be processed until the next business day.
• Delivery occurs only on business days (Monday through Friday excluding holidays).
• Overnight delivery is not available on Saturday or Sunday.
• International orders may require an additional day to process.


RETURN POLICY

Please check your order upon receipt. Damages and shortages must be reported to K9 Emporium immediately so that a customer service representative can correct any problems. For damaged items, you must save all packing material and items for inspection. A customer service representative will contact the delivering carrier immediately on your behalf.

Items will be accepted for return or exchange within 30 days of receipt with prior authorization from K9 Emporium. Items must be in original, unused condition. A copy of the invoice must accompany any request for a refund or exchange. Please contact your K9 Emporium customer service representative at 1-866-992-7876 to request an RMA or for additional assistance.


K9 EMPORIUM SATISFACTION GUARANTEE

Your business is appreciated. If you are not completely satisfied with an item, simply return it in its original, unused condition within 30 days of receipt along with the original invoice and it will be refunded, replaced, or exchanged for you. This does not include shipping and handling charges. Personalized, monogrammed or custom items are not returnable and the customer must either fax, e-mail or mail verification for these items to guarantee accuracy. Because of the possibility of typographical or human error, K9 Emporium disclaims responsibility for errors. K9 Emporium also disclaims responsibility for the use or misuse of products and the methods of use described in this catalog. Please contact your K9 Emporium customer service representative at 1-866-992-7876 if you have questions or need assistance.

• K9Grass Mats:

K9Grass Mats may only be returned if in the original, unopened package. If there is a problem with your K9Grass Mat quality, we can exchange it for the same item. No refunds will be given on opened K9Grass Mats.

To inquire about your order or for help with a return, you can reach us by calling 1-866-992-7876 or by email at info@k9emporium.com, Monday - Friday from 8am to 5pm MT.

CREDIT CARD CHARGES WILL APPEAR AS "ONE NINE MANAGEMENT."