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Terms & Conditions

Order Confirmation / Questions

We send an email confirmation the same day you place an order. If you have any service-related questions about your order, please email orders@gralenco.com.


Shipping Information

Shipping for online orders is calculated during order entry. We ship via UPS usually on the next business day. We apologize, but we cannot ship to P.O. Boxes at this time. If shipping to outside of the U.S., please call 1-800-523-7979 to order. Each order will have a flat rate of $15. If you have any questions about our shipping policy, please feel free to call or email sales@gralenco.com.


Free Freight Policy

If your order is being shipped within the continental U.S. and the merchandise total is $300 or more, we will pay for all shipping costs. Free shipping excludes all oversized items e.g. large crates, exercise pens, cat furnitures, etc. Veterinary orders over $100 will also be shipped for free. Please be advised that shipping will be credited back to you after you pay our flat rate shipping cost of $15.


Return Policy

Please open and check your order immediately upon delivery. If product has been damaged in transit or deemed defective, please call 800-523-7979 to obtain a return authorization number. Please have your order number available, so we can properly issue the credit. All returns are subject to a 15% restocking fee unless returned due to damage or defect. No refunds after 30 days.


Drop Ship Policy

We have a flat drop ship fee of $3.50 per order along with standard shipping charges. Please call Customer Service at 800-523-7979, and we'll be happy to help.

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