At Ace Pet Memorials, all shipments within the contiguous USA are free. Generally, orders placed with us will leave our warehouse within one business day. Occasionally, due to unforeseen circumstances, an order will take up to three days to ship. If this happens we will be sure to contact you and let you know when your item will ship. Although your item may ship out immediately it may take longer than that to receive your tracking number. Tracking numbers will be sent you via email as soon as that information becomes available to us. Generally we will ship all orders via UPS. We reserve the right to use Fedex, UPS or any other carrier. Also, bear in mind that we offer free ground shipping, which means that it could take up to 7 business days to receive your product, although most of the time our customers receive in 2-3 business days (not on the holidays season)
Shipments To Alaska, Hawaii, Canada, and US Territories
We are happy to ship to one of these areas but unfortunately we cannot offer free shipping. To see the cost to ship to one of these areas, add a product to your cart and go through the checkout process. Costs are determined by your exact location. All shipments to one of these areas will also ship within 3 business days. In most cases, your order will leave our warehouse within 1 business day.
Unfortunately, we do not offer international shipping at this time.
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. If a product arrives broken/damaged, contact us within 5 days and we will issue a return # and arrange shipping for you to exchange the item at no charge to you. Please note that returned items must be in new condition with unopened packaging and products intact.
As a general rule packages returned as undeliverable or rejected by recipients incur a $12.00 returned item fee by the carrier. Because our account is automatically charged, please double check ship-to informationbefore placing your order as we must unfortunately pass this charge onto you, the purchaser in such an event.
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation below.
2. You've received the product but you've decided you want to return it
If you receive an item and decide to return it, you can do so if and only if all of the 3 following requirements are met:
1) The item must be unopened, unused, and still in the original packaging.
2) You must contact us to notify us that you'd like to return the item within 10 calendar days of receiving the item.
3) You must to have a return # to mark your package, which will be given to you when you contact us
If you return an item without all of the 3 above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all the 3 above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):
a) You can receive the full amount you originally paid for the returned item (less 12$ for our actual cost of shipping and handling) as a store credit, OR
b) You can get a cash refund for the amount you originally paid LESS 15% restocking fee and LESS 12$ for our actual cost for shipping and handling.
In either way, you are responsible for return shipping charges to return the product to us.
3. You refuse the delivery of your order, and it comes back to us
If you refuse an item and it comes back to us, you will be issued a refund LESS 15% restocking fee and LESS 12$ for our cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.