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Frequently Asked QuestionsHow do I contact Customer Service?
EMAIL us at support@vidalspets.com and we will reply within 1-2 Business Days or go to Contact Us form.
Are your prices in US Dollar?
All prices are in US Dollar. Sales Tax is not charged as the items are purchased from outside the United States. Shipping charges are not included in the prices quoted. Once payment is accepted order is processed within 1- 2 Business Days.
How secure are our credit card details?
All payments are processed by secure and trusted third party Payment Providers; namely RBS WorldPay and PayPal. Vidals Pets do not see nor hold any credit/debit card details.
Who is RBS WorldPay?
Owned by Royal Bank of Scotland, the 5th biggest banking group in the world. WorldPay solutions are trusted by thousands of businesses, big and small. WorldPay's online payment systems are widely used and globally acknowledged as the trusted leader in secure, multi-lingual and multi-currency internet payment solutions. Here is their link for further information www.rbsworldpay.com
What is PayPal?
PayPal, owned by eBay, is a global online payment system. PayPal is a convenient, easy-to-use and secure way for individuals and businesses to send and receive money online for goods and services. PayPal allows you to send money securely from your credit card, debit card or bank account without ever revealing those details. PayPal is free to join, and with over 6 million accounts in Australia, and over 190 million accounts worldwide, PayPal is rapidly becoming the standard way to make purchases online. You can read more about PayPal at this link: http://www.paypal.com. I want to use my credit card and not pay through PayPalPay with Visa or MasterCard and choose RBSWorldPay in Payment Method in Shopping Basket, before Checkout. Where is Coupon Code Box?
From time to time Vidals Pets offers coupon codes, and this can be redeemed in Shopping Basket. This must be redeemed before Checkout. The Coupon Code Box is located at the bottom of Shopping Basket.
How much is Shipping?
Flat rate of $6.00 per order to the United States and Canada.
How long will it take to receive my order?
Orders are processed within 1-2 Business Days. Once your order has been shipped please allow 5 to 12 Business Days for delivery. Your order is shipped via Australia Post and the relevant mail carrier of that country.
What do I do if I do not receive my order after 12 Business Days from shipping date?
Sometimes packages may be delayed so please wait for a little bit longer. If your order is not received after 14 Business Days email support@vidalspets.com and we will arrange for a reshipment free of charge or your money back. Be sure to quote your order number in your correspondence.
Can I cancel/change my order?
Absolutely. If your order has not been shipped, we will cancel order and issue a full refund.If order has been shipped, you may return the order upon receipt. Please refer to Vidals Pets Return Policy.
What is your Returns Policy?
Unopened packages and in original condition may be returned within 30 days of purchase. Email support@vidalspets.com and return the items to:
Vidals Pets (quote your order no)
A refund for the product will be issued as soon as items are received. Please allow 5 to 12 Business Days for delivery of merchandise back to Vidals Pets.
What if I don’t receive my refund after 10 Business Days?
Email us at support@vidalspets.com with your inquiry and we will investigate. Usually a returned item is not refunded if we have not received your items. Don’t worry, we know that this can be delayed during transportation and we will issue you a refund for the product value.
Privacy and Security FAQs
What Personal Information about Customers does Vidals Pets gather?
The information we learn from customers helps us personalize and continually improve your shopping experience at Vidals Pets. Here are the types of information we gather.
Information You Give Us: We receive and store any information you enter on our Web site or give us in any other way. You can choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use the information that you provide for such purposes as responding to your requests, fulfilling orders, customizing future shopping for you, improving our store features, and communication with you.
Automatic Information: We receive and store certain types of information whenever you interact with our website. For example, like many web sites, we sometimes use "cookies," and we obtain certain types of information when your Web browser accesses our website.
E-mail Communications: To help us make e-mails more productive to improve service and your shopping experience, we sometimes send you newsletters of our services and products, notifications of changes to our policies, and order confirmations. If you do not want to receive e-mail from us, other than order notifications and receipts, please adjust your "Subscription" preferences by logging into your account.
What about Cookies?
Cookies are alphanumeric identifier text files that we transfer to your computer’s hard drive through your Web browser to enable our systems to recognize your browser and to provide features such as storage of items in your Shopping Cart between visits.
Does Vidals Pets Share the Information it receives?
We respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider.
How Secure Is Information About Me?
We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you provide to us for purchasing of our products or services. We do not hold any financial records as all payments are processed by third party payment providers: WorldPay and PayPal via a secure connection. Of course, we do not have any access to your PayPal account.
Which Information Can I Access?
Vidals Pets gives you access to a broad range of information about your account and your interactions with us for the limited purpose of viewing and, in certain cases, updating that information. |
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