Policies & Procedures

ORDERING:
MINIMUM ORDER IS $60.00
You may place an order by telephone, e-mail or online order form.

To order by telephone:
In the San Antonio, Texas area call: 210-581-1971
Long Distance Call Toll Free: (800) 445-9691
When calling in your order, please have your order ready with item (stock) numbers, brief description and quantity. It would be most helpful if you could supply your customer number when placing an order.

To order online: Once you are a registered customer, click here.

PAYMENT:
We accept Visa, Mastercard and Discover. Please call HOPS for any other payment methods.

SHIPPING:
All orders less then $275.00 - you pay all freight charges
All orders from $275.00 to $550.00 - we pay 1/2 (half) of the standard freight charges.
All orders ABOVE $550.00 - we pay ALL standard freight charges.

In order to continue to provide the lowest possible prices and the best service to all our customers it is necessary to adhere to the following policy:

Customer pays all freight on plastic carries, tables, arms, beds, stand dryers and all oversized (determined by UPS) items.

DROP SHIPS
Customer pays all freight on drop ships & special items. All drop ships must be prepaid or charged to Visa, Mastercard or Discover.

POLICY ON RETURNS & ADJUSTMENTS
When making a claim for missing or damaged merchandise, or for merchandise ordered or shipped incorrectly -

1. Notify us IMMEDIATELY at 1-800-445-9691. We will give you instructions whether to return merchandise to HOPS (House of Pet Supplies), notify your shipper, OR hold it for our representative. DO NOT RETURN MERCHANDISE WITHOUT PRIOR APPROVAL. We will not accept returns without prior authorization.

2. Have your invoice number available. This helps the process of locating the problem quickly.

3. Call within 24 hours of receipt of goods. Discrepancies not called to our attention immediately will not be honored.

4. ALL RETURNED MERCHANDISE must be in saleable condition and returned in same way in which it was received. If the product is received unsaleable or not packaged properly, credit will be denied. Please Note: HOPS only allows 30 (thirty) days to return merchandise.

If you have questions, don't hesitate to call our customer service at: 800-445-9691 or contact us.