We can be reached via e-mail at: Diamond@diamondpetsupply.com
Diamond Pet Supply Terms of Service
Legal
Terms of Use Statement
You understand and agree that the owners of this site shall not be liable for any direct, indirect, incidental, consequential or exemplary damages, including but not limited to, damages for loss of profits, data or other intangible losses (even if the owners of this site have been advised of the possibility of such damages), resulting from the use or the inability to use the product(s) and or service(s) or any misuse of the product(s) and or service(s) in a manner not in accordance with their intended use.
Returns, Refunds and Contact Information
We only issue store credit for return items, shipping excluded, unless there is a manufacturer defect or error in the type of item shipped. You should contact your carrier if the item was damaged in shipping. We recommend that you purchase Insurance or Signature Confirmation for secure delivery. Do not sign for an item if it is damaged so that you do not eliminate the opportunity for recovery. We do not provide refunds/store credit, for items damaged during shipping. All items shipped via UPS are automatically insured (most carriers, beds and larger items.) These are options not automatically included in our shipping and handling charge for smaller items or those shipped using US Mail. Please email us prior to ordering if you wish to purchase insurance.
IMPORTANT: If you have completed payment by credit card and then cancelled your order, you must email us to let us know so that we can make confirm that your card has not been charged. Please note that receipts, refunds and credit card charges may appear as R and B on Wings of Eagles LLC
Order Confirmations
Email order confirmations are sent immediately following completed orders on our system. If you do not receive an email confirmation, please contact us and we will forward it to you. We advise that you review your order confirmation carefully to make sure that it accurately reflects your intended purchase. We cannot cancel orders once they are entered into processing. AOL subscribers may want to check their spam folders for such confirmations. You will receive a shipping notice once your order ships. Your tracking information is either uploaded into your account or provided by separate email from UPS or USPS.
Cancellations
You may cancel your order up to 24 hours after placing your order by accessing your online account. You have to set up an account to do this. There is no guarantee that orders can be cancelled after 24 hours. All other cancellations must be processed as returns with the associated restocking fee. We cannot cancel or modify an order once processing has commenced which is generally within 24 hours of your order placement. Placed orders are processed and queued to ship. The restocking fee for most cancellations is 15%. See Returns for more information about our return policy and restocking fees
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Your Account Information
Please note, for security reasons, we cannot accept communication from anyone other than the person who set up the account and from the original email address. Thank you.
Privacy Statement
For each visitor to our Web page, our Web server automatically recognizes no information regarding the domain or e-mail address. We collect the e-mail address of those who communicate with us via e-mail, aggregate information on what pages consumers access or visit, user specific information on what pages consumers access or visit and information volunteered by the consumer, such as survey information and/or site registrations. The information we collect is used for internal review and is then discarded, used to improve the content of our Web page, used to customize the content and/or layout of our page for individual consumer and used by us to contact consumers for marketing purposes. If you do not want to receive e-mail from us in the future, please let us know by sending an e-mail, calling or writing, and telling us that you do not want to receive e-mail from our company.
Backorders/Out of Stock Items
If your item is on backorder or if you have received a notice that your item is on backorder, you may request cancellation via email if the B/O (Backorder) is beyond the stated shipping time. Please request confirmation of your cancellation request. If your item has not shipped and is beyond the processing time indicated in your order confirmation, if you have not received notification, assume that it is backordered. Some of our items are so popular that we occasionally run out of stock before we can post the information to our website. Your online account will show the item as pending or cancelled if it has been discontinued or will not be available. We will attempt to notify you, but please be aware, that in some instances, we are not aware that an item is on backorder until we receive a shipment from a designer or manufacturer. You may want to check your account online or email us if you have a question about your order's status. You are not charged for backordered items (unless you submitted payment via Paypal).
Your card is charged when you place your order and there is a delay before funds reach our account. In the event there is a backorder or the item is out of stock, you have the option to select a substitute or a refund to your account. A refund may take a few days to show on your statement as it goes from bank to bank. In some instances, your charge will void automatically and we never receive the funds even though an authorization may appear on your statement. In that case you will find that the credit to your account should be automatic. Items are shipped as available and your account is credited if items are out of stock. Please note that they sometimes ship from separate locations. If you only prefer that your order be shipped in its entirety, please indicate on your invoice. If you do not so indicate, we may ship items as available, i.e. backordered items are shipped as available.
Exchanges and Store Credit
All pet carriers, pet beds and pet clothing are for exchanges or store credit only if unused and they meet the other criteria for returnable items. (See our return policy). Store credit is valid for 90 days from issuance. Simply make a regular purchase online in the amount of your credit and reference your old order number with the credit reference in the comment section of your new order.
Defective Items/Warranty
Please note, damaged merchandise is not defective merchandise. If your item is damaged by the shipper, please refuse the package. Defective merchandise represents a basic flaw in the design or construction of the item and these claims are handled directly with the manufacturer under the manufacturer's warranty. We do not provide any warranty for items. (See below). We will assist you in contacting the manufacturer provided we are advised of the condition of the item within five calendar days of receipt. Please note, you may void any manufacturer warranty if you wait too long and we will not assist you if we are not contacted promptly within five calendar days of receipt. Except as otherwise stated, we will process your defective item as a return only if you have contacted us promptly and the manufacturer refuses to honor their warranty. You will need to contact the manufacturer first. If the manufacturer will not honor their warranty, your remedy will be limited solely to replacement by our company of the same item (or similar item, as determined by our company if the same is not available), provided you have contacted us within five business days of receipt of your item. We will not process your replacement item if you have not made a timely request i.e. within five calendar days of receipt. After such time, the customer must contact the manufacturer directly for any remedy. All requests/notifications regarding defective items must be in writing. If you do not get a response to our email within 48 hours, please use the help desk and review our business and vacation times. You should also send a written request to our business address with return receipt requested as proof of mailing. Please contact us prior to ordering if you require information regarding manufacturer warranties on specific items. If you merely have a change of heart in what you want to purchase this is a return and you should review the procedure below. If you need a different size that is a straight return. Notwithstanding the above, if an item is returned and not found to be defective, all shipping charges to and from the customer's ship to address will be charged to the customer's account. The determination of the defect can only be determined by our company with or without support of the manufacturer. Any and all defects occurring after 5 calendar days of receipt of the item will be covered under the respective warranty of the manufacturer or representative thereof. Defects caused by user error or negligence are not covered by this policy, including, but not limited to not reading the instructions, if any, included with the purchased item.
Shipping Errors
If an incorrect item is shipped, upon receipt of your return item (please request an RMA), we will reship the appropriate item for no charge and issue you store credit for the return shipping (the lesser of actual postage or the amount initially charged customer for S&H). Of course, there is no restocking for incorrect items, otherwise, the return process is the same for other returns.
Processing Time/Status Checking and Emails
Standard Shipping times from the date of purchase are 3 to 15 business days (not including weekends or holidays). Our shipping days indicate processing time. Please check non-business day schedule below to approximate shipping time. Shipping methods used are mostly USPS or UPS. Delivery is usually made within 2 to 3 days after your order is entered as complete or after this processing time. However, please note that we are not responsible for delivery times, particularly during holiday periods. We only calculate processing time or an approximate ship date. Please email us if you have questions regarding a specific order or need an approximate ship date. Problems with your order such as mixing discounts and specials (only one special, freebie or discount per order) or denial of credit card may also result in cancellation, but in most instances we'll let you know the problem. Please note that emails regarding questions other than status get top priority. Please note. Holiday periods are our busiest time and processing time may take longer as our regular shipping times are suspended. If you have urgent shipping needs or a deadline, please contact us to enquire about expedited shipping or whether we can advance your order.
Pet Apparel, Toys and Jewelry--Safety First
Your pets are like small children in many ways. We do not recommend leaving animals unattended with ANY articles of clothing, jewelry, toys or with hats on. It's possible that they can snag clothing or jewelry on something and cannot get free. Most, if not all of our jewelry is decorative, so you should not leave your pet unattended while they are wearing necklaces or other jewelry. You also have to watch how they play with certain toys. If they tear them apart, these toys must be removed permanently. Your pet should not play with old toys. It's the same reason we caution against leaving plastic bags lying around. These seem to be an attraction for pets and their legs can get tangled in the handles. If you do leave your pet with a purchase while unattended, please know that you do so at your own risk and that of your pets.
Pet Products--Sizes
We recommend that you make your selection carefully or contact us for additional information if you are unsure of the correct size for your purchase. We don't recommend specific sizes because we cannot guarantee the measurements of your pet and the size of individual pets of even the same breed vary, but we are happy to supply the manufacturer information so you can make a decision. As a general rule, refer to the size chart for a specific item and the dimensions of the product. None of our items sold indicate size by weight, for instance. Particularly with respect to pet carriers or car seats, the weight indicates the "give" in the fabric for certain weights. It does not determine fit. The dimensions provide the best guide. The customer is ultimately responsible for selecting the appropriate size for their pet. Please note, where sizing information is given for breeds, this is an estimate since individual pets will differ. Refer to our measuring guide to assist you in finding the correct size or email us prior to purchase with your pet's full measurements in which case we will try to assist with general information provided by an individual manufacturer based on the measurements you provide. We encourage customers to contact us prior to purchase with any questions they may have regarding fit or returns. We are happy to help and provide you with manufacturer recommendations, other customer experiences with the item you wish to purchase or specifics regarding the return policy with respect to your intended purchase.
For Collars in particular, the smallest sizes of a particular item may not have all the features of the larger sizes to accommodate fit. E.g. fewer jewels, slightly different shape, buckle placement. This is especially true of x-small to xxx-sizes, 6 to 10 inches. Please ask if you are unsure about your item or the information seems insufficient.
Prices
We try to keep the prices up to date on the site, but sometimes due to condition beyond our control they may change. We will use ever effort we can to keep them current.
Signature
In some instances, you will be required to sign for acceptance of purchases. Please arrange for someone on hand to accept delivery of your order.
Sales Tax
DiamondPetSupply.com collects 6.5 % sales tax for items shipped to Florida. Please note that Canadian customers must pay the shipper directly for all applicable taxes, customs and import duties of the destination country.
Please note, we are not responsible for packages once shipped. We supply tracking information upon request for domestic orders, but this is not insurance. If your package is lost, you need to contact USPS if the item was sent priority mail or UPS.
Delivery Instructions
Please don't tell us where to leave the package at your house, leave a key under the mat or check round the back. We hand items over to your local carrier. If you have specific instructions, you may want to leave them at your local post office. We regret, we are not able to accommodate any such instructions.
Undelivered Items/Shipping Address
Items returned to us because they could not be delivered by the post office using the address you supplied will be processed as returns with the appropriate restocking fee. Customer is responsible for providing an address that can receive packages. No P.O. Boxes please. We ship using USPS Priority Mail, USPS First Class, UPS or Media Mail unless otherwise noted. If you have restrictions regarding your address, you should provide an alternate address for receiving packages.
Coupons, Discounts, Gift Certificates and Free Gifts
We have various free gift offers, gift certificates, discounts and coupons offered throughout the year. All of these offers are available via a coupon except for the gift certificate supplied via email link or directly onsite via a coupon that must be added to your shopping cart to take effect. Please note that the coupon cannot be activated any other way and we do not add coupons retroactively. Coupons received by mail must be added to future orders. In other words, if your coupon is not in your shopping cart, you do not have the applicable offer or discount. Limit one coupon per order.
Coupon Restrictions
- Coupons are not transferable.
- Coupons cannot be combined with other coupons or discount/sales items.
- Coupons can only be used once and cannot be used on subsequent orders.
- Void where prohibited.
- No cash or credit back.
- Coupons cannot be used with store credit coupons or for exchanges.
- Coupons cannot be added to your cart retroactively. They must be in your shopping cart to take effect at the time you place your order.
- Make sure your coupon is not expired. Expired coupons are not valid.
- Tax, shipping and handling are not included in any minimum purchase requirement.
- Coupons are not valid on previous purchases.
- Limit one per customer.
- Not valid on gift certificates.
- Coupon is automatically invalidated if coupon order is cancelled. (i.e. If you received a coupon with shipping notice and order is then cancelled).
- All sales/coupon purchases are final. Sorry. No returns.
- Coupons valid for instore/available items only. No rainchecks for cancelled orders.
- Sorry. Use of this coupon is restricted to US & Canadian residents only. If you are outside the US, please email for a different coupon.
- We reserve the right to reject orders that use a coupon code obtained from a bulletin board or other Internet site or in violation of any of our coupon restrictions.
If you received a Gift Certificate, it must be used by the expiration date on the certificate. Each Certificate has a coupon code that must be entered in the comment section of your order during checkout. Gift Certificates may only be used once. Please take proper care of your Gift Certificate because it is like cash. We cannot provide a substitute if it is lost. Gift amounts are deducted after purchase. Gift Certificates may not be combined with coupon purchases. Please contact us if you have questions. Your total is adjusted after your purchase and you will receive an updated invoice. Only the recipient indicated in the Recipient Line on the coupon may use the gift certificate. Please take care of your Gift Certificate and treat it like its money equivalent. Unfortunately, we cannot replaced lost or damaged Gift Certificates.
If you would like to purchase a Gift Certificate for someone else, you may do so online as a regular purchase searching for Certificate or looking for the Gift Certificate selection under Gifts. Indicate the name of the recipient in the checkout box and provide that person with the instructions for use subsequent to purchase.
Customer Contact Information
Customer is responsible for providing a valid shipping address, i.e. one that is recognized as valid by USPS at www.USPS.com. In addition, Customer must supply valid email address to which it can receive email sent by us. We are not responsible for communications you do not receive if your email address is incorrect, your mailbox is full or if you have a filter that will not accept email sent to us. In that case, you must contact us if you want confirmation that your order has been processed or shipped or log into your account for status confirmation. · It is the customer's responsibility to give a shipping address that will enable the carrier to deliver. We accept only addresses that are consider valid by USPS. You may check your proper address by going to www.USPS.com. · The individual carrier at his/her discretion may choose to leave the package at the door. If the package is left at the door, then it becomes the customer's responsibility. · It is advisable that the shipping address provided indicate the name of a receiver. There maybe an additional charge for incorrect address listed on the order form, or for any change of address once the package has been shipped and in the carrier's possession. · It is the customer's responsibility to provide the correct shipping address. · Diamond Pet Supply assumes no liability for packages left at the door. It is highly recommended that the shipping address provided have an adult to sign for the package. (At this time we cannot ship orders to NON-US Countries other than those specified above and there will be an additional charge for Hawaii, Virgin Islands and Alaska) . · Please note, we reserve the right to refuse service and payments on our merchandise. Prices are subject to change and we do not guarantee sale prices if you return to make a purchase at a later date. Please note that your purchase is complete the date you submit funds via Paypal or the postmark date of your check if payment is mailed (date stamped by post office on the envelope). If your credit card is denied, your purchase is not complete and the price of your item is the current price the date you make your purchase.
Shipping & Handling
Customers should note that "postage" i.e. the stamp that may appear on the item shipped upon arrival is different from "Shipping & Handling " which is assessed during checkout. S&H includes processing and transaction fees incurred by the company in any transaction regardless of amount and is not mere postage. It also covers the cost of delivering a package to a carrier, the cost of the packaging and may also include importing or special delivery charges in transferring the items to our warehouse. This charge may vary depending on the location of the customer or the origination point of the item being made. If a customer would like to know the specific S&H charge on a purchase they can enter their zip code in their shopping cart prior to checkout for the final cost which will allow the customer to evaluate their total cost.
Methods of Payment· We accept Visa, Mastercard and Discover. · US Postal Money Orders and checks should be made payable to our parent company R and B On Wings of Eagles LLC· We accept Paypal payments, however, please note that we will ONLY ship to your confirmed address with Paypal regardless of the destination address entered when you check out. Please do not make a Paypal payment if you wish to ship to an alternate address. Orders are processed automatically to the confirmed Paypal address. · Please note, we do not return money orders or checks made out to the wrong payee. Please review your check or money order carefully so that it is made out to the correct payee-- R and B On Wings of Eagles LLC
· If you are paying by money order, you should keep your receipt on hand until confirmation that your payment has been received. All payments must be in US funds.
Out of Stock
Some of our items are so popular that we occasionally run out of stock before we can post the information to our website. Your online account will show the item as pending or cancelled if it has been discontinued or will not be available. We will attempt to notify you, but please be aware, that in some instances, we are not aware that an item is on backorder until we receive a shipment from a designer or manufacturer. You may want to check your account online or email us if you have a question about your order's status.
If you order several items and only part of your order is available, we ship what is in stock unless you indicate in the comment section of your order that you wish us to ship your order in its entirety. If you omit this information, please email us on the date of your order so we are aware. Your order will be given priority if you wish to reorder regardless of your shipping selection if the item is again in stock. Please note that prices are subject to change without notice for new orders and are based on the current website listing.
Non-Business Days are:
· Jan 29
· May 5
· Aug 23
· Nov 12
· Dec 29
· Jul 4
· Veterans’ Day
· Thanksgiving Day
· Christmas Day
· New Year's Day
· October 31 - Diamond’s Birthday
· Memorial Day
Sale Items
Purchases of Sale or discount items are final.
International Shipping
At this time we ship only to the United States. We are working on expanding our shipping area.
Site Terms
We reserve the right not to conduct a transaction with a customer. The policies expressed on this site, including, but not limited to the shipping information, the refund and privacy information together with any other information regarding transactions are the rules that govern use of any R and B On Wings of Eagles LLC. Site (the "Terms"). "Site" refers collectively to any R and B On Wings of Eagles LLC Site including www.Diamonspetsupply.com or Clearsafetybags.com. By using the Site, you agree to be bound by these Terms and to follow these Terms and all applicable laws and regulations governing the Site. R and B On Wings of Eagles LLC reserves the right to change these Terms at any time, effective immediately upon posting on the Site. If you do not agree to be bound by these Terms, please do not use the Site. R and B On Wings of Eagles LLC may release user information about you if required by law or subpoena, if part of a legal dispute with R and B On Wings of Eagles LLC or if the information is necessary or appropriate to release to address an unlawful or harmful activity.
While R and B On Wings of Eagles LLC uses reasonable efforts to include accurate and up-to-date information on the Site, R and B On Wings of Eagles LLC makes no warranties or representations as to its accuracy. R and B On Wings of Eagles LLC assumes no liability or responsibility for any errors or omissions in the content on the Site.
Important Disclaimers Diamond Pet Supply/ R and B on Wings of Eagles LLC disclaims all warranties, expressed or implied, including also any implied warranties of merchantability and fitness for a particular purpose. Diamond Pet Supply/ R and B On Wings of Eagles LLC will not be liable for any damages of any kind arising from the use of this Site, including without limitation, direct, indirect, incidental, punitive and consequential damages.
Collection Activity
R and B On Wings of Eagles LLC reserves the right to pursue collection activity for uncollected fees or unreturned merchandise, shipping costs or other amounts owed. If collection is initiated, all costs of collection are payable by the customer including interest.
Contact Us. If you have questions about these Terms or want to contact us for any reason you may do so by using this link We can be reached via e-mail: Diamond@Diamondpetsupply.com
