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Customer Service
- SHIPPING & DELIVERY
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Order Processing:We strive to provide you with prompt, courteous service. Most items are sent out the same business day the item is ordered, unless the product is a special order. If the items are ordered on the weekend, the package will be mailed out on Monday. Same day shipping is available on all in-stock items ordered before 3pm PST (excluding weekends and holidays). Packages are shipped out via your choice of FedEx or USPS services to suit your needs. For custom orders, please allow 2-3 weeks for delivery. We are not responsible for lost or stolen packages once delivered.
Tax:Tax will only be assessed on products shipping to residents of California at a rate of 8.25%
Out of Stock Items:If you place an order for an item that is out-of-stock, we will contact you immediately to discuss your options. Our goal is to provide with the best quality of service, but there may be rare times when there is a slight wait on a particular product.
Our online store is currently configured only for domestic shipping. We will, however, be happy to make arrangements for international shipments. Please contact us at info@kennelstart.com and we will be pleased to provide you with service.
Shipping charges are non-refundable.
Write to info@kennelstart.com 24 hours a day or call toll free 1-877-KEN-L-START between the hours of 9am and 5pm PST with any questions before ordering.
- PRIVACY & SECURITY
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Secure Web Server
KennelStart employs redundant Servers using SSL (Secure Socket Layer) encryption for the secure exchange of data between KennelStart and the SecurePay system. The system supports both 40bit and 128bit SSL encryption on virtually all browsers. Our methods combine the best of traditional electronic transaction security, the most sophisticated TCP/IP network and Internet web security, and a customized extended security and risk management suite built on our experience. No other real time Internet processing system offers our levels of consumer and merchant comfort.
Firewall
The KennelStart transaction system resides behind a dedicated Firewall running on redundant servers utilizing co-location facilities. This protects the KennelStart transaction system and the data passing through.
Risk Management System
KennelStart's Risk Management includes protection against fraudulent credit card number generators, 'Web Page Hacking' to alter prices, redundant accidental transactions, and much much more.
Collection of Personal Information
KennelStart values you as a customer and respects your privacy to the fullest extent. In order to serve you, we internally store the information that you provide to us through our website or other means. This information includes but is not limited to your name, e-mail address, password, shipping address, billing address, telephone number, and credit card information. As an added level of security for our customers, credit card information is deleted from our records 30 days after your purchase. All credit card information is encrypted. If you choose not to provide the information above, you might not be able to make purchases or take advantage of other KennelStart features.
Release of Information
Information about our customers is an important part of our business, and we are not in the business of selling it to others. We use customer information for communication purposes only, such as responding to your requests, notifying you of special offers, or providing you with useful information in the form of newsletters. Please use the unsubscribe link in all of our newsletters if you no longer wish to receive our mailings; also, you may log in to your account and change your communication preferences at any time. KennelStart will only release account and other personal information if we believe that its release is appropriate to comply with the law, or to protect the rights, property, or safety of KennelStart or others. This includes exchanging information with other companies and organizations for fraud protection and credit risk reduction. This does not include selling, renting, sharing, or otherwise disclosing personally identifiable information from customers for commercial purposes.
Passwords
It is important for you to protect against unauthorized access to your password and to your computer. Store your password in a safe place. If you choose to change your password, log on to your account, edit your profile, and modify your password. Using a combination numbers, symbols, and upper and lower case letters is the safest way to create a new password.
Security
Through the use of encryption technology, the transfer of sensitive information on KennelStart is always protected against theft or other misuse. When purchasing online, a solid key or a locked padlock icon will appear in the lower right of your browser window, indicating that your transaction session is secured through Secure Socket Layer (SSL). SSL is a widely used measure of security on the Internet. KennelStart servers are certified for use with secured access for data transferred involving payment methods and sensitive information.
Changes to Our Policies
Our Privacy and Security Notice is subject to periodic change as our business changes. However, we will never change our policies and practices to make them less protective of customer information without the consent of affected customers. Write to info@KennelStart.com 24 hours a day or call us toll free at 1-877-KEN-L-START between the hours of 9am and 5pm PST with any questions before ordering. - RETURNS & REPLACEMENTS
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Return Policy:
KennelStart was founded with our customers' best interest in mind. That means we have taken every aspect of security into consideration and are providing our customers with state-of-the-art security protection. We offer a 15-day money back guarantee from day of receipt on our products. This guarantee is valid for all products except custom orders or products that are specially modified for the customer. Custom orders are non-refundable. KennelStart will refund the cost of the item EXCLUDING shipping and a 15% re-stocking fee for new and unused items. Exchanges are not subject to a re-stocking fee. Damaged and used items will be assessed additional charges up to 50%. Refunds will be made using the method of payment used in the original purchase.
Return and exchanges:Please note that you are responsible for the cost of shipping your return or exchange to us. Shipping charges are non-refundable. We strongly recommend you purchase insurance. This protects you should your item be damaged or lost during shipment to us. Please mail your item(s) back in their original packaging with a copy of the invoice and the Return Merchandise Authorization form.
Defective Merchandise:Your satisfaction is very important to us. Our products are made to be durable. We fully guarantee all products against defects in materials and craftsmanship. Freight damages or product defects must be reported within 5 days of receipt of your order.
Procedure:1. Obtain Return Merchandise Authorization:
Please contact us to request a Return Merchandise Authorization (RMA) number in order to ensure proper credit for return. You may contact us via email at info@kennelstart.com or telephone at 1-877-KEN-L-START.
2. Shipment:
a. We suggest that you ship your package insured to ensure safe arrival. We are not responsible for lost packages.
b. Please place item in original packaging and comparable shipping box.
c. Please write RMA # clearly on the outside of your box in black marker and include the RMA form inside the box.
d. Packages must arrive at our facilities within 15 days of purchase for refund or exchange.
3. Conditions of Return:
a. Packages without a return merchandise authorization number will not be accepted for refunds.
b. Items must be returned in original condition within 15 days. Items with wear will not be accepted for refunds.
c. Custom orders cannot be accepted for a refund.
d. Please note that it may take 2-3 weeks for a return to be processed to your credit card.
Write to info@kennelstart.com 24 hours a day or call 1-877-KEN-L-START between the hours of 9am and 5pm PST with any questions before ordering.
- ORDERING
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When placing an order with KennelStart please use our secure on-line shopping basket and enter your credit card information. If you would like to place an order by phone, please call us toll free at 1-877-KEN-L-START. If you have questions regarding any of our products and services, you can email us 24 hours a day, 7 days a week, at info@kennelstartl.com
Order or Ask Questions By Phone!
Please call us toll free at 1-877-KEN-L-START. Customer service representatives are available from 9am to 5pm PST Monday through Friday.
Methods of Payment
We accept Visa, MasterCard, American Express and Discover.
We can also accept cashier's checks and personal checks. In the event you use a personal check or cashier's check, please send to: KennelStart, 11836 Teale Street, Culver City, CA 90230. All orders by check or money order will be sent upon receipt of payment.
Delivery Time
Most orders ship within 3-7 business days from when your order was placed. Products with custom selection may take a bit longer. Product descriptions may provide a shipping estimate time to ship. If you require a rush order, please call us, toll-free at 1-877-KEN-L-START to discuss special arrangements.
Sales Tax
Sales tax will only be assessed for orders that are shipped within the state of California (8.25%).
We appreciate your business! Thank you for visiting KennelStart!
