FAQ
You've got questions, we've got answers! See below for answers to the most common questions we hear. If your question was not answered, please contact us.
Shipping
I heard you have freight discounts, what are they?
When you place an order of $99 or more, you qualify for FREE shipping. (Restrictions apply – see those below.)
* Free Shipping Specifics: Discounted shipping applies to orders in the contiguous United States only (does not include Hawaii, Alaska and Puerto Rico). Items like tables, tubs, crates, dryers, large packages, motor freight and drop ship items are not eligible for discounted shipping. Not valid for contracts and tier-pricing accounts, or customers with special negotiated pricing.
Any DuraDog equipment purchases may be combined with BatherBox, Bark2Basics, Coat Handler and Green Groom products to total over $2,000 and at that point, the order will qualify for free shipping. Not valid for contracts and tier-pricing accounts, or customers with special negotiated pricing.
Groomer’s Choice Pet Products has CRAZY FAST shipping. We ship from one of our four strategically located warehouses so most orders will arrive where they need to be in 1 to 2 business days with standard shipping. Groomer’s Choice Pet Products also offers Next Day Air, 2nd Day Air and 3 Day Select in cases where orders need to be expedited. These options will not qualify for free shipping.
Why has my order shipped in multiple packages?
If I am having items shipped to Canada, Puerto Rico or from any other country in the world, what about my shipping costs?
We wish that shipping merchandise to you guys cost less! If you are outside of the contiguous US, our shipping deals do not apply. We gladly ship our merchandise anywhere in the world though. Please call 888-364-6242 for assistance with ordering and an accurate shipping total. Orders placed on groomerschoice.com will not have accurate freight calculated. You will receive a call or email with the accurate shipping total. Thank you for being patient.
*Due to a high increase in fraud attempts, Groomer's Choice will no longer be shipping to freight fowarders. We apologize for the inconvenience, we are happy to provide an international shipping quote for you when shipping items internationally.*
Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express and Discover cards. If you want to pay by check or money order, we’ll accept those, too!
Do you accept C.O.D?
When you pay this way, a $14.50 processing fee per box will apply to your order. Our carrier charges us that amount to provide the service. Your first three C.O.D. orders require payment via cashier’s check or money order. After that, you may pay with a personal or business check.
Orders
My order is wrong. What happens now?
Everyday, we focus on achieving 100% accuracy when you place an order, when we pack it, and when we ship it. Since we only employ humans at Groomer's Choice Pet Products, they sometimes make mistakes. If we made an error on your order, please call us at 888-364-6242 to talk to our Customer Service Department or email help@groomerschoice.com and they will work with you on correcting your purchase.
What happens if a product I want is backordered?
We work diligently to ensure that all products in our catalog and on our website are available in our warehouses. However, due to circumstances beyond our control, sometimes we are out of certain items. We gladly accept backorders on items of $15 or more. Backorders available within 30 days will be shipped out automatically, plus applicable shipping charges. After 30 days, you will be contacted prior to shipment. If we are backordered on your item for longer than 60 days, the order will be cancelled.
Pricing & Promos
The price in the catalog is different than what is online. Why is that?
At Groomer's Choice Pet Products, we strive for price accuracy. We monitor pricing, including competitor websites and catalogs. However, we cannot be responsible for price printing errors, omissions or increases passed on by manufacturers. Some product prices, specs, or descriptions can change without notice.
I found a better price elsewhere. Do you price match?
We sure do! But sometimes, we need your help. If you find an identical product for a lower price from one of our competitors, we will match that price. Just send us the advertisement via email or tell one of our sales representatives where to find it. Some price match exclusions may apply, such as items on Amazon, Walmart, Ebay and Chewy.com.
I am trying to use a promo code I found on a coupon website but it's not working. Why?
From time to time, Groomer's Choice will run promotions with an associated promo code. However, you should only trust promo codes that are provided in official Groomer's Choice sources (emails, social media, catalogs, advertisements, our sales representatives, etc.) Promo codes found on third party websites are not valid or eligible for use. If you have any questions about a particular promo code, call us at 888-364-6242, and we can confirm its validity.
I heard about a promotion you guys were running but now, I'm not able to redeem that promotion. Why can't I get that offer?
Throughout the year, we will offer limited time specials and discounts. Timelines for these offers are under the discretion of Groomer's Choice. Multiple promotional codes cannot be used together on the same order.
Returns and Exchanges
I need to return my merchandise. How do I go about doing that?
Groomer's Choice Pet Products will gladly accept the return of merchandise within 30 days from the date of purchase, provided the items are returned in sellable condition. All boxes, packaging and accessories must be returned. Credit amount will be issued minus 15% restock fee and/or cost of replacement for items missing. All returns must be preauthorized with an RMA# and a copy of invoice, if need be. You can obtain an RMA# by calling 888-364-6242 or email help@groomerschoice.com.
What if my merchandise is defective or doesn't work?
After verification/inspection, Groomer's Choice Pet Products will reimburse return shipping costs. Customer is responsible for sending merchandise back and include receipt of shipping costs to be refunded.
What if my merchandise is different from what was ordered?
After verification/inspection, Groomer's Choice Pet Products will pay return shipping cost of incorrect product(s) and corrected product(s). Under normal circumstances, we will send out the correct product immediately with a return postage label.
What if I no longer need or want my merchandise?
In this situation, the customer pays return costs. After verification/inspection, Groomer's Choice Pet Products will refund the purchase price to the original payment method. (On non-defective items, the customer is responsible for paying return shipping costs to Groomer's Choice Pet Products as well as all shipping costs to reship any exchange items back to the customer.)
Oops. I ordered the wrong item/size. What do I do?
In this situation, the customer pays return costs. After verification/inspection, Groomer's Choice Pet Products will refund the purchase price to the original payment method. Seasonal items, books, and DVDs may not be returned unless defective and can be exchanged only for the exact item/same title. All drop-shipped items (noted on your invoice) must be returned directly to the manufacturer. Merchandise outside of the 30-day return window must be returned to the manufacturer and will fall under manufacturer return/warranty guidelines. (On non-defective items, the customer is responsible for paying return shipping costs to Groomer's Choice Pet Products as well as all shipping costs to reship any exchange items back to the customer.)
