Order Processing & Shipping Information:

Online orders are processed Monday through Friday. Typically, orders will be packed and shipped within 2 business days. Occasionally, orders may result in an out of stock situation, in which the customer will be notified of potential delays. Customers can check the availability of any item by calling Northwest Pets at 208-939-8119 at the hours listed above (Mountain Time). Availability information on our WebStore site may lag actual inventory status as inventory levels are not updated in real time.

If you are using a Ted-e-Club Loyalty Certificate discount on your order (see Northwest Pets Ted-e-Club Loyalty Program section below), the savings will not be reflected in the shopping cart, but will be subtracted from your order sub-total before tax prior to charging your credit card.

We process your credit card through our own safe and encrypted merchant payment gateway, not through Yahoo!'s on-line gateway. Therefore, an order that is accepted on-line may not be able to be processed due to a credit card error (cancelled, over-limit, etc). Customers will be contacted by phone or e-mail if there is a credit card processing issue associated with their order.

Items will be mailed UPS Ground, UPS 2nd Day Air, or UPS Air according to the needs of the customer. A valid street address, not a P.O. Box, must be provided when ordering. Shipping and handling charges will be calculated in real-time in the shopping cart and added to the cost of the order. At this time, Northwest Pets ships only to addresses in the United States.

Sales Tax:

Sales tax is charged at 6% for all customers inside Idaho, which is the physical location of Northwest Pets. Shipments to all other states are not charged sales tax.

Payment Methods:

At this time, the Northwest Pets WebStore accepts Visa, MasterCard and American Express through the secure online Yahoo! Store shopping cart. Your credit card information is encrypted at the time of purchase and protected during processing by Northwest Pets. Personal checks are not accepted for online orders at this time.

Refund, Returns and Cancellation Policies:

We want you to be satisfied with your purchase from the Northwest Pets WebStore. Customers can cancel an order at any time before it is processed and shipped. All exchanges or returns on on-line orders must be received by Northwest Pets within 30 days of the original ship date. You must notify Northwest Pets by e-mail of your request to return or exchange an item. Please include your name, the item to be returned/exchanged, the reason for the return/exchange and the original date of purchase.

Items for exchange must in salable (new) condition to be credited for a refund (free of any dog hair or dirt and in original packaging with tags attached) - no exceptions. The replacement item will be sent by Northwest Pets when the original item is received from the customer. Returns are not accepted on dog carriers (due to sanitary reasons), toys without guarantees or on items soiled in any way (such as dog boots or clothing) - unless they are defective.

Normal shipping charges will apply to all exchanges and original shipping and handling charges are not refundable. Please allow 15 business days to process returns and exchanges.

After 30 days, all warranty-related issues become the sole responsibility of the manufacturer. Customers should direct requests for a refund to the appropriate customer service number or website for the product in question. Do not send product back to Northwest Pets beyond 30 days after the original ship date.

Return or exchange items should be sent to our contact address listed above by UPS or insured parcel post. All packaging material, tags, etc. should be returned, even if merchandise is defective.

Northwest Pets Ted-e-Club Loyalty Program:

The Ted-e-Club is Northwest Pets' frequent shopper program that enables our customers to earn money back on their purchases! There is no cost to join, no card to carry and we will never sell your personal information of our club members to third parties.

For each dollar spent either in our retail store or in our on-line WebStore, one Ted-e-Club point is earned. Dog washes earn double points and some sale items receive double points. Every time a customer reaches 200 points, they will receive a $5 Loyalty Certificate that can be used on any future purchase! Loyalty Certificates will be presented to the customer in the store or mailed with merchandise to on-line customers.

Just check the check-box during checkout to enroll in the Ted-e-Club. Ted-e-Club members will receive approximately one e-mail per month from Northwest Pets. This mailing can be discontinued with one click.

Frequently Asked Questions:

Q: Do you have a physical store?

A: Yes, we have a retail store, self-service dog wash and canine training center located in Eagle, Idaho.

Q: How can I check the status of my order?

A: You can call Northwest Pets at the phone number and hours listed above to check on your order.

Q: Can I get advice on selecting the right product for my dog or cat?

A: Absolutely! You can contact us by phone or email to ask a Northwest Pets team member for product information or to answer other customer service related questions.

Q: How do I use my Ted-e-Club Loyalty Certificate?

A: Just enter your certificate number (including dashes) in the "Loyalty Certicate" blank during checkout. Your total will not reflect your discount in the shopping cart, but will be adjusted on your invoice when you receive it.

Q: I lost my Ted-e-Club Loyalty Certificate. Can you look it up for me?

A: Unfortunately, no. We do not keep phyiscal copies of Loyalty Certificates, so please keep them in a safe place until your next order.

Q: I entered a Ted-e-Club Loyalty Certificate number during the checkout process, but didn't see the discount reflected in my total - is this a mistake?

A: We will subtract your Loyalty discount from your sub-total (before tax) when we charge your order to your credit card. This will be reflected on the sales receipt attached to the invoice mailed with your shipment.