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About Ordering and Returns

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About Ordering and Returns

All Orders: Payment must be made in US Dollars. Credit card companies will convert local currency to US Dollars upon purchase. Therefore, international orders from outside the US must be made with VISA, MasterCard, or American Express charge cards. Within the USA, charge cards or personal/business checks may be used for purchase. Use the Offline order option during checkout to pay by check. We ship Domestic orders by UPS ground transportation or US Postal Service via Priority Mail. International orders are welcome. Most orders leave our warehouse on the next working day after the order is received (custom orders require additional time). UPS next day, second day, or three-day select services are also available. See chart below for pricing.

Shipping and Handling Charges (US$)
Shipping by either US Postal Service Priority or UPS	Purchases Up to $15.00	Purchases Up to $40.00	Purchases Between $40.01-$90	Purchases Between $90.01-$150	Purchases Over $150
Colorado and USA Standard (4-7 days)	$3.00	$6.00	$8.00	$10.00	$13.00
USA 3 Day (business days)	$9.00	$9.00	$11.00	$13.00	$16.00
USA 2 Day (business days)	$13.00	$13.00	$15.00	$17.00	$21.00
USA Overnight (business days)	$26.00	$26.00	$26.00	$30.00	$35.00
Canada (Express Mail > $40)	$6.50	$8.00	$20.00	$35.00	$45.00

Return and Exchange Policy

We make exchanges or returns easy – just follow these steps:

Your satisfaction is very important to us. If you are not sure about the fit or how a product is used, please call or Email us. We’ll be glad to help you and make an exchange if necessary.

Unconditional Guarantee: We guarantee all of our gear against defects in materials and craftsmanship. Please note that this guarantee is limited to materials and craftsmanship and does not cover damage caused by neglect, misuse or reasonable wear. We will repair or replace the item at our discretion. Free Spirit will pay return shipping costs only for qualified warrantee claims. Our products aren’t chew-proof, so we can not guarantee for that, but we can repair your item for a fee, plus shipping.

Returns or Exchanges:
Returns or exchanges MUST BE MADE WITHIN 30 DAYS OF THE INVOICE DATE. Items returned beyond that date will not be accepted. All returned items must be in new, unused condition. Please use a damp cloth to remove any dirt and vacuum to remove dog hair. You are not charged additional restocking fees when the products are returned as described within 30 days.

We track orders by the name of the customer and you must include the name and address of the person who purchased the merchandise with your return or exchange in order to ensure proper credit. A return authorization # is not necessary.

To exchange a product that was ordered by credit card: Enter your new order online or call us. We do not retain your credit card payment information so we are unable to send a replacement product without processing a new order. Upon receipt of the exchanged product we will credit your charge card for the initial product, less shipping. Note that returns must be received within 30 days of the invoice date to receive credit.

Return Shipping Options:

US Mail: Repackage the item in the original shipping materials, address and send it by U.S. Mail. This is probably your least expensive option. If you return an item and do not want an exchange, you are not charged any additional fees. If you request an exchange, you will be charged for the shipping fees to send the new product. We ship small items via US Priority Mail and larger items by UPS.

Return Shipping Address:

YourActivePet
11856 Niwot Rd
Longmont, CO 80504

Please send all returns to the address above and clearly indicate the purchaser’s name and address with the return.

Refunds: For returns (without an exchange), you can expect a refund in the same form of payment originally used for purchase within 30 business days of our receiving your return, less the shipping fees.