Online Superstore LLP offers Hundreds of products for you and your pet and all at lowest pricing. In addition, all orders over $50.00 are shipped for free in the lower 48 states. Our goal is the complete satisfaction of each and every one of our customers. We hope that all of our customers are satisfied with their purchase. However if the rare situation occurs where you are not, then we want to invite you to return your item to us. Please review the return policy below.

Orders cancelled after the 4 hour limit, but before shipment, will be charged a 10% cancellation fee. Once the order has shipped, it becomes the customer's responsibility to get a Return Authorization Number (RA #). This RA# must be obtained once your order has arrived. Get your Return Authorization Number by calling our office at 1-407-349-2525 - Our office hours are 9:30 am to 4:30 pm eastern standard time

Returns

Online Superstore LLP wants you to be completely satisfied with any product you purchase from us. We offer trained, knowledgeable pet specialists to assist you in making wise and appropriate choices for your needs and the needs of your pets. To receive credit the items you return must have been purchased directly from Online Superstore LLP and be returned in the original packaging. Credit will be issued for the item, minus a 20% restocking fee and the shipping cost if we paid for the shipping to you.

Merchandise must be in a new re-sellable condition, in the factory sealed original packaging (if any) and must include manuals, blank warranty cards and all accessories provided by the manufacturer. All returns will be inspected by our returns specialists

You must print and complete the "Return Product Form" and send it back with the returning product. CLICK HERE FOR RETURN FORM Our return shipping address is on this form for most products. Ship back via UPS. You must have and print your RA# on the outside shipping label or the package will be refused at our warehouse.

To contact us via e-mail: returns@discount-pet-superstore.com

You may reach us by phone at 1-407-349-2525 - Our office hours are 10:00 am to 4:00 pm eastern standard time.

We hope you will understand that our return policies are simply a way of continuing to offer our customers the finest products at the lowest possible prices.

If you call for a credit card dispute and it's shown that you did not follow the return policy instructions, any dispute fee's charged to Online Superstore LLP from your credit card provider will be charged back to your credit card.

>> Batteries are not returnable if the package has been opened, torn, or cut. <<

Returns need to be requested within 30 days of invoice date. Initial and return shipping charges, even those shipped under Online Superstore LLP's free shipping offer, are not refundable. Return Policy Exceptions listed below. All returns must have a Return Authorization Number. No returns will be accepted without receiving prior return authorization. We will refuse any package without the RMA number. Merchandise must be in a new re-sellable condition, in the factory sealed original packaging and must include manuals, blank warranty cards and all accessories provided by the manufacturer. All returns will be inspected by our returns specialists. Partial returns and/or damages will NOT receive a full credit. Items damaged through "wear and tear" or due to return shipping damage will receive PARTIAL or NO CREDIT at the discretion of Online Superstore LLP. If the item returned is NOT new as shipped, free of pet hair, debris and/or odor, your refund will be less than the original charge to you or no refund at all. All returns are processed online using the following procedure. To Receive your Return Authorization Number, send email to returns@discount-pet-superstore.com with the following information. Name Email Address Invoice Number Invoice Date Item Number of product(s) being returned Reason for return If any of this information is missing from your email, NO Return Authorization will be issued. NO EXCEPTIONS. If these instructions are followed properly, you should receive your Return Authorization Number via email within 24-48 hours. Please allow 15-30 days for your return to be inspected and for accounting to issue your credit. Please Note - the initial cost of shipping will be deducted on orders over 50.00.

2. Products that have been personalized in any way cannot be returned and do not qualify for a refund.

3. Any item shipped outside the continual USA, or by air service will have the shipping charge added to the total of your invoice at the time of shipping. If you refuse, or do not accept a shipment, any cost required to return the package to OnLine SuperStore, LLP will be at the buyers expense.

4. PetSafe RFA-50 Wire Break Locator Kit's are not eligible for return.

Thank you for shopping with us. We hope that we performed to your expectations and hope that you will refer us to your friends and neighbors.

Kind regards,

The OnLine SuperStore, LLP crew.

After the return is completely processed it is then “repackaged” appropriately. This can mean a variety of things from replacing the original packaging or returning it back to the factory for new packaging. This requires a shipping cost be paid both way. The cleared item must then be re-enter into inventory in the software that manages the invertory. Once the inventory has been updated the item must be bagged, tagged and then added to its original bin area.

As you can see, receiving returned products is not a simple matter of taking the box, opening it and sticking the returned product on the shelf.

It is also important to note that most people who have jobs expect to be paid for the work they do. Therefore every return that requires human intervention is a return expense.

While we wish that some of the processes for returns can be automated – and many have been – the human component will never completely be removed. Which of course means that it costs a company money to pay people to manage returns. We also wish that Restocking Fees were not necessary but when we did not have them, we consistently lost money and it could be traced back to returns. Many companies would prefer to avoid Restocking Fees but do want to remain in business.

The Lost Sale Factor
Besides the transaction fees and the human labor cost of processing returns there is also the “lost” sale factor. When a customer buys an item from an online store and they keep it in their possession for 14 days and then ask for a return, it means that the store can not sell that item yet it must ultimately accept it back, the company has actually lost sales on that item in the interim.

Necessary Evil for both Companies & Consumers
When you weigh all the various cost factors into returns, it should be clear that restocking fees are necessary evil in the retail world – both brick and mortar and online.

If companies do not have restocking fees, check their prices. You will probably discover that the majority of companies that don’t have strict return policies or charge restocking have much higher prices than companies that are known for offering great pricing options.

Are there exceptions to restocking fee?
All reputable companies will not charge restocking fees when the return is due to the company’s fault. That means if the wrong product was shipped by mistake or the products are damaged during shipping (which will often be investigated by UPS).

All of the major shipping companies have learned all the major “purchasing over the internet scams” and have many procedures in place to guard against claim of damage that are an attempt to get a free return.

Savvy Internet Companies Regarding Returns
Internet companies have also become very savvy at spotting returns that are not a 100% unused, regardless of what the consumer says. Some companies refuse to take back some types of items that have history of return abuse. Our Wire Break locator is one of those items.

While Restocking Fees charges can be annoying, ultimately they protect both consumers (from paying higher products charges due to return abuse) and companies that are trying to provide an honorable service and run a profitable business.

No companies ever get rich from Restocking Fees. If anything, it helps them break even. Everyone wins – the consumers do not pay unnecessary higher prices, companies stay in business and people have jobs to go to.