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How do I combine shipping when I have bought multiple items?

Easy, just use our checkout and it will do all of the work for you!

When purchasing multiple items from us, we will send you an invoice with combined shipping charges. Combined shipping is available on most products; the software will automatically calculate this for you based on the items that you have purchased. It is usually a 10-15% discount. The discount is applied to each additional items shipping price and not the base price of the items.

Please Note: Combined orders can only be delivered to one address!!

What if I need to cancel my order?

If you have made a purchase on our site and wish to cancel, please email, call or chat with a live representative as soon as possible so that we can make sure that the order does not ship. Depending on availability of the item(s) you have ordered we do have some same day shipments.

Do you ship internationally?

Yes, we do ship internationally. Internationally shipping can take 2-3 weeks for delivery.

Customs policies vary widely from country to country and you may be subject to import duties and taxes once a shipment reaches your country. Please check with the customs department in your country about these policies prior to ordering to avoid unexpected customs fees or duties. eluxurypets.com is NOT responsible for any sales taxes, customs duties or other taxes charged by your customs department. Additionally, when ordering from the eluxurypets.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

How do I return a product that I purchased on-line?

It's easy to return an item for an exchange. If you are not pleased with the item(s) you have purchased for any reason please call, email or chat with a live customer service representative online and they will be happy to assist you. Please do not ship the item back before speaking with a representative. For damaged or defective items, we do not refund but we do send replacements or can exchange the item for another in our store.

Shipping charges are non-refundable.

Which method of payment do you accept?

We accept Visa, MasterCard, American Express, Discover and e-checks through Pay Pal. We are a verified Authorize.net merchant, so you can shop with confidence that all of your transactions are SECURE.

 

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What are you going to do with my name and order information?
We only use the personal information that you submit to this website to process your order and supply the goods to you. We will also not use your personal information for other purposes, unless you opt in to receive other information from us.
Will you e-mail my tracking number once you ship my item?

Tracking numbers are e-mailed from UPS once your order has shipped. These emails are sometimes routed to your junk or bulk e-mail folder. If you need help tracking your order or have not received a tracking number please contact us immediately and we will look this information up for you.

If your item was sent USPS please e-mail for your USPS Delivery Confirmation number if needed. USPS does NOT provide tracking numbers for International Shipments.

How long will it take for my order to ship and arrive?

Upon authorization of your credit card, an order confirmation will be sent to the email address you have specified. A shipping confirmation will then be sent to the same email address upon shipment of your order. Most in stock orders are shipped within 3-4 business days after payment has been received. Delivery can take up to five business days on US orders depending on the shipping method. International orders can take up to 2-3weeks for delivery.

Keep in mind that UPS Will not deliver to PO boxes or APO/FPO addresses and does not deliver on Saturdays!

If you need to upgrade shipping please contact us and we can give you an accurate price quote to so do.

Once my order has been processed, where will it ship from?

All orders placed through Chrome Bones will be shipped from the United States.

Please note: International buyers may be charged some additional fees upon the delivery of your item. These may include, but are not limited to: brokerage fees charged by the shipper, customs taxes, VAT taxes, import duties, and custom clearance fees. These additional charges can be particularly high. Please be aware that we will take no responsibility for these or any other additional charges. The buyer is fully responsible for paying these additional charges.

Please check with the customs department in your country in regards to these policies to avoid unexpected customs fees or duties.

If you are sending a gift internationally directly to the gift recipient these fees will still need to be paid before the order can be delivered.

When will my order be processed?

Depending on availability, most orders are shipped within 3-4 business days from when we receive your payment.

Keep in mind that UPS Will not deliver to PO boxes or APO/FPO addresses and does not deliver on Saturdays!

We do offer upgraded shipping at an additional cost if you need an order delivered at an earlier date.

How much does it cost to ship the item(s)?

All shipping cost will be shown during checkout. This information is also printed on the bottom of each items detail page.

Please note that if you are purchasing multiple items from us, we will send you an invoice with the combined shipping charge. Combined shipping is available on most products. The software will automatically calculate this for you based on the items that you have purchased. Each item after the first will have a discounted shipping price. This discount is 25%. If you need exact shipping charges, please feel free to contact us for more accurate fees.

What if the item is damaged or lost?

Customer satisfaction is our number one priority. In the event that an item is damaged or lost please contact us within 2 business days. We will send replacements for all damaged, defective or lost items. Please keep the damaged item in its original packaging so that we can file a claim and UPS can inspect the damaged item is needed. You can either notify us by email, phone or our live chat service available at the top right of our site. Please include your full name and order number in this correspondence along with information on the damage or defective item.

Once we have received all information and claims have been filed we can then send a replacement out to you. This process usually takes 4 business days for damages and 8 business days for lost orders.

All replacements will be sent via the same shipping method as originally chosen. Shipping cost will not be refunded. Refunds are available and substitute items offered if the original item is not longer available.

Seller is not responsible for lost/damaged packages if uninsured. All warranty service and technical support are provided by manufacturer. If item is defective, repair and/or replacement shall be via the advertised Warranty provider.

What if the item is damaged or lost?

I am purchasing a gift, can you send it direct to the person I am buying it for?

If you are purchasing an item as a gift we are happy to send the item to the person you are buying the gift for. You will need to include in your payment that the purchase is a gift and what address you would like the purchase shipped to. There is a separate area to include shipping and billing address. We also have a special instructions area for customers to specify any additional shipping needs. If you have any questions please contact us and we will be more than happy to assist you in any way possible.