Policies

Gates-USA - Policies / Information

Gates-USA is a division of Moore Pet Supplies LLC


Shipping Carriers

Gates-USA uses FedEx for their shipping services.FedEx Home Delivery only moves items Tuesday thru Saturday, FedEx Ground only moves Monday thru Friday. In the event of a weather disruption, delivery times may be delayed. These circumstances are not the fault of any party and therefore any shipping charge is not refundable. This occurs very infrequently.

All Returns Incur a Minimum 16% Restocking Fee.
Select manufacturer's impose a higher restocking fee, overriding this 16% restocking fee.
Higher restocking fee's will be posted on the product page

Gates-USA General Return Policy

1. Items returned within 30 days are eligible for a refund of purchase price minus shipping costs.
2. Items returned with 30-60 days are eligible for a 75% refund of purchase price minus shipping costs.
3. Items returned beyond 60 days are non-refundable.
4. All returned items must arrive in new, complete condition. If your product comes with retail packaging then the item must be returned in that retail packaging. You may want to re-package the item with a new box to ensure its safe return. Any extensions, hardware, or other items must be wrapped securely to prevent damage of product in shipping.
Items returned outside of these conditions may not receive credit.


Some special items have special criteria such as "Sales Final", some have a re-stocking fee mandated by the manufacturer. This information if relevant is posted on each products category and/or product page throughout our site. If your product comes with retail packaging then the item must be returned in that retail packaging. You may want to re-package the item with a new box to ensure its safe return. Any extensions, hardware, or other items must be wrapped securely to prevent damage of product in shipping.

Required Inspection: Incorrect, incomplete or damaged deliveries must be reported to Moore Pet Supplies within 10 days of receipt.

Return Instructions

1. Contact us for an RMA for all returns: This number is assigned by our warehouse so that your return is processed more efficiently and the credit may be applied sooner. Call us at 800-829-7876 or Request RMA Here.

2. Return the item using the carrier of your choice. (Note: FedEx & UPS tend to easier to make an damage claim if the need arises). Original shipping charges of the purchase are non-refundable. Items that are sold with Free Shipping will have origin based shipping charges deducted from any refund or credit. Return shipping is the responsibility of the customer.

3. Any damages occurring to the shipment while being returned (in transit) is the responsibility of the customer.
4. Please insure your package for the full value that you paid for the item. You are the "shipper" when returning an item. If there is damage you may file a claim with the carrier.

5. Retain your return shipping tracking number. This will be your transaction identification when corresponding with the carrier you use. A tracking number will also assist us (Gates-USA) to verify the delivery of your package.

5. Restocking fees vary by manufacturer. If the product you purchase has a restocking charge then it will be listed on the product page within our site. Please make sure to read all information regarding a product prior to purchasing.


Credits will be posted to your credit card within 30 business days of receipt at our warehouse.


Special Notes

Manufacturer Required Re-Stocking Fees
Most all items purchased through Gates-USA do not have a restocking fee given upon return of an item. However, some manufacturers mandate that a returned product is returned to the manufacturing location with an associated restocking charge. These fees are not in under the control of Gates-USA. Those few products that have special return restrictions or fees have the information listed on that products category and/or product pages on our web site for the customers convenience. If you have any questions regarding returns, we encourage you to call us prior to placing your order online. 1-800-829-7876.


International Shipping Costs
If you live in a country not listed in the chart below, please Create a Ticket and select customer Feed Back from the drop-down menu to contact us by e-mail. Let us know what product you would like to order as well as your shipping address. We will respond to your e-mail during normal business hours M-F 9am-5pm CST with the necessary shipping charge. We try to offer alternative shipping methods if possible. For some items we have no choice in shipping carriers.
Note Regarding FREE SHIPPING Promotions:Specials or sales that promote "Free Shipping" are limited to the contiguous 48 states.

INTERNATIONAL - TAXES
Taxes are paid by the Customer at the time of delivery.
The chart below is provided for estimating the amount of tax based on country, that will due when your receive your order.

Country
Estimated Amount of VAT and/or GST Tax
Customer Pays Upon Receipt of Purchase
Country
Estimated Amount of VAT and/or GST Tax
Customer Pays Upon Receipt of Purchase
Country
Estimated Amount of VAT and/or GST Tax
Customer Pays Upon Receipt of Purchase
**Canada
0%
Czech Republic
27.2%
Australia
27.5%
France
22.8%
Guam
6.5%
Ireland
24.3%
Germany
51%
Canary Islands
5.7%
Netherlands
26.1%
*Hong Kong
0%
Chile
19%
Puerto Rico
5.5%
Italy
27.2%
Hungary
32.5%
Brazil
60.3%
Japan
9.9%
Latvia
28.3%
Finland
30.4%
Spain
25.1%
New Zealand
22.9%
Denmark
32.5%
Sweden
32.5%
Poland
22%
Portugal
28.3%
United Kingdom
26%
Virgin Islands, US
0%
Argentina
39%
South Korea
18.8%
Peru
21.6%
Austria
27.8%
Belgium
28.3%
Luxembourg
22.5%
China
18.8%
**Canada does require VAT & GST that varies by Province. Moore Pet Supplies includes these taxes in your shipping charge and will pay required taxes to Canadian government.
*Hong Kong does not charge VAT and GST for foreign purchases.

Check-Out Process/Website Security
Our checkout pages are encrypted for your security. There is no need for the browsing pages to be secure but any page that requires any customer information is encrypted. You can see in the bottom right-hand corner of your page a padlock if the page you are viewing is secure. Once on the shopping cart page you will begin to see this symbol all through the checkout process.
You can verify if you are on an encrypted page; look in your browser/address bar at the top;
https:// designates a secure page....https:// is not secure


Customer Personal Information
Customer information is closely guarded and never for sale. Gates-USA has been approached many times over the years for names, e-mail addresses, phone numbers etc. as many businesses that have been operating for a length of time. It is Gates-USA's belief that customer information is sacred and customer confidence will never be compromised.


Product Warranties
Gates-USA is a retailer not a manufacturer of any item shown on our web site. Each product we carry has a manufacturers warranty that protects the customer from manufacturing defect and in many cases of malfunction. Warranties are governed by existing law, Gates-USA. cannot supersede these warranties. We will help our customers in any way we can to bring complete satisfaction to our customers. If you are having problems at any time with a product purchased with us, please call us and we will be more than happy to try to bring a satisfactory resolution.