FAQ

Who is PetSnap.com?
PetSnap is a website of Shop Carolina, Inc. created to bring customers in touch with unique pet products.  We are a family business based in Greenville, South Carolina and have been serving fine folks like you online since 1998.  All charges to your credit card will show from Shop Carolina, Inc.


Billing
Credit cards are charged once an order has shipped (the charge on your card will appear as SHOP CAROLINA INC). If a check is used for payment, your order will be processed once your check clears our bank.


Order Status
For the current status of your order, it's best to send an email as it sometimes takes us awhile to research the situation. You can simply Reply to the confirmation email you receive - it contains all the information we need. Otherwise, please include your order number within your request.


Delays
Sometimes our web deals briefly overwhelm our suppliers. We always try to let you know via email of any delays or backorders.


Cancellations
Customers may cancel any standard order at any time before it ships.  Special and custom orders can be cancelled within 24 hours at no charge.  Partial credit will be due under our Money Back Guarantee if you refuse delivery of an order after it ships.


Returns
Items can be returned for any reason without question subject to our Money Back Guarantee.


Exchanges
Exchanges can be made under our Return Policy and Procedure.  You can order the new item you wish through our website and we will credit your old item once it has been returned.  Or, you can return your old item for credit first and then order your new item.  A restocking fee of 20% will be withheld on all items returned and accepted for exchange.


Damages, Defects and Incorrect Items
Inspect all deliveries immediately upon receipt. If you note damages, contact us within 24 hours and we will file proper claims. UPS, FedEx and Common Carriers may need to inspect damaged items and we ask that you make them available for inspection and pick-up. We may also need pictures of damaged items.

If you note damages and the delivery was by Common Carrier, it is very important note the damage, even slight, on the driver's receipt at the time of delivery and to contact us within 24 hours. If the damages appear to be significant, note the damage on the driver’s receipt, refuse the delivery and contact us immediately with the details including the name of the freight company. For damages that were hidden and not noted at the time of Common Carrier delivery, you still must contact us within 24 hours for us to be able to help you.

If you receive a damaged,  defective or incorrect item, we will work to correct your order.  We may be able to provide necessary pieces and parts to correct an order or we may arrange for items to be picked up by the shipper, provide you with instructions for the pickup and provide delivery of proper items at no additional cost to you. 

If you receive a damaged, defective or incorrect item and you decide you do not want us to correct your order and you no longer wish to keep your order, you may return the item under our Return Policy and Procedure.  Once inspection determines that the item was damaged, defective or incorrect - restocking fees will not be withheld from your credit.