Feralvilla
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Terms and Conditions

Please read the following, as you agree to these conditions listed below in completing your transaction

Phone calls

Our shop environment makes it unsafe and impractical to take or return phone calls. We do not take orders via phone, nor can we offer order updates or support via phone. We are very happy to answer any questions via e-mail or through our Contact Us page very promptly. If you do not have access to e-mail consistently, please consider having someone else order for you so they will receive order updates, tracking information, etc.

Payment

  • We accept payment in the form of credit card through PayPal.
  • Through PayPal, we also accept eChecks and direct PayPal payments.
  • We also accept personal check and money order payment through postal mail.

Although PayPal processes our credit card payments, NO PAYPAL ACCOUNT IS REQUIRED to be able to pay by credit card -- just choose "PayPal" as your payment method, and during the payment phase of checkout, PayPal will give you a link to follow for including your credit card information without signing up for PayPal

Check / Money Order

We hold all orders paid by paper checks/money order for 5 business days after receipt. We don't use any kind of service to insure payments made by check, so this is necessary for us to avoid being subject to check fraud.

The address to which the payment should be sent will be included in the confirmation e-mail you will receive when you place your order.

 Please include the order number with your payment!

 IMPORTANT: Please do NOT send check/money order payment unless you have placed an order and received a confirmation e-mail. Payments received for which we cannot find an order will be returned!

Production times & Charge Processing

If product is in stock at the time you order, your products will ship within the time shown in the item description. In the event that product is back-ordered, the expected shipping delay will also be displayed.

Note that PayPal will charge your account immediately, regardless of whether or not the product is in stock. We have no control over when the charge is actually applied.

In the event of a production backlog as happens in the cold months, orders are shipped in the order they are received, provided the payment has been received and cleared.

Refund

You may cancel your order and receive a full refund up until the product has actually shipped. Once your product has shipped, the refund for the product only --not shipping-- can only be issued if the product is received back in original, unopened condition. The cost of return shipping is at your expense.

If the box has been opened, but is complete and has not been assembled, a 5% per product re-stocking fee may be charged. We cannot issue refunds for products that are returned incomplete or damaged. Products must be complete, undamaged and returned within 7 days of your receipt of the product to be eligible for refund.

The refund will be issued via the same means the payment was made (i.e. PayPal payments will be refunded by PayPal, payments made by check will be refunded by check).

Returns & Damage

Every product shipped will be packaged to withstand the trip. This packaging has been refined over the course of 5 years.

If your product arrives and the box is obviously damaged, a damage claim will need to be filed with the shipper (FedEx). We will assist you with any information necessary for this.

If your product arrives with the box intact, but there is concealed damage, contact us. We will may ask you to file a damage claim, and in most cases we can immediately ship out replacement part(s) at no cost to you.

If your product arrives with a defect in materials or workmanship that prevents them from being used as stated, we will immediately ship out replacement part(s) at no cost to you, or at our option, ship a replacement product.

PLEASE NOTE -- we cannot guarantee that replacement parts will be the same color as the original parts, as shelters are made in batches and color varies regularly.