Do you have a catalog?
Yes,  we do have a printed catalog.

What is the minimum order?
Our minimum order is $150.00.

Do you provide drop shipping services?
At his time we do not provide drop shipping service. We are always trying to provide excellent customer service to our retailers and can send a product to a customer on an emergency basis.

How do I open an account?
We require registration to view our wholesale prices. Registration acceptance does not create a credit account. Our cart does not take payment information, we will contact you for payment information. First order payment is due at the time of purchase. We accept every major credit card. Future orders may be on credit once qualifications are met.

Do I need a resale number, tax ID or vendor license number?
We require a resale/tax ID or vendor license to purchase merchandise.  This protects you, our retailer, from unauthorized wholesale purchases.

How will I know that you have received my order?
If you did not receive a confirmation email immediately after placing your order, it is possible we did not receive your order. We will contact you for payment information. IF YOU ARE USING AOL, PLEASE CHECK YOUR SPAM FOLDER FOR ORDER AND SHIPPING CONFIRMATIONS. You will not receive a confirmation email with a phone or faxed order.

When will I receive my order?
Your order will be shipped within 72 hours of order placement excluding weekends and holidays. Please allow at least 7 business days for the order to arrive. We cannot track packages outside of the USA.

Damaged Shipment or Shortages
If your shipment arrived in damaged condition, keep all packaging materials and contact us by email within 72 hours so we can help you file your claim as soon as possible. Some carriers require a box inspection and need to see the condition of the box and all other packaging materials. Leave the damaged merchandise inside the box until your claim is processed. All shortages must be reported within 72 hours of delivery. No claim of missing items will be honored after the 72 hour period.

Returns
We are an outlet for small business to purchase in volume. Every attempt is made to portray accurate pictures, descriptions and measurements of our products. We have no control over the variables in individual color monitors. If the products you received were in error, defective or grossly misrepresented, please contact us for a Return Authorization. Returned items must be received within 14 days, appropriately packed and insured. We do not accept C.O.D. returns or exchanges. All shipping and handling fees are Non-Refundable.

Order Cancellation
All order cancellations must be within 24 hours of order placement.

Copy of Invoice
The only invoice you will receive is with your confirmation email. IF YOU ARE USING AOL, PLEASE CHECK YOUR SPAM FOLDER FOR ORDER AND SHIPPING CONFIRMATIONS. If you did not make a copy of it, we will email another invoice upon request to Customer Service.

What credit cards do you accept?
We accept Visa, Master Card, American Express and Discover.

Can I pay by check, money order or cashier's check?
If you would prefer paying by money order, cashier's, business or personal check, fill your cart and send a copy of that page our address. Please be sure to include your name, email address, daytime phone number and shipping address (no PO Boxes.) There will be a 11 business day hold on all checks.

Do you ship outside the Continental US?*
All shipping outside the Continental US is via the US Postal Service. International customers can estimate shipping costs to be 15% - 100% of the order total which will be determined by the USPS International Calculator based on weight and distance. International customers are contacted by email with shipping rates and options prior to order processing. Additional brokerage fees, Custom fees, excise taxes, duties, tariffs or any type of fee or taxation imposed on international shipments by government agencies outside of the United States are not included in our shipping charges and become the international customer's responsibility. Refused international shipments returned to us are Non-Refundable. We will make every effort to locate a lost shipment and file the required forms with the USPS, however we assume no liability for late or lost international shipments and cannot track shipments that have left the US.

*By placing an international order, it is agreed that you have read, understand and accept our international shipping terms and conditions.

Use of Cookies
A "cookie" is a small file stored on your computer by a web site and gathers certain information about your activity on the site. We use cookies only to provide a mechanism that allows us to maintain your shopping cart. Our cookies do not store any personal or financial information about you. Most web browsers automatically accept cookies and allow you to disable the use of cookies. However, if you disable this feature, certain aspects of the Backbone Pet Supply web site, such as the shopping cart, will not function properly.

Privacy Statement
 We have created this privacy policy in order to demonstrate our firm commitment to Internet privacy. We use the information collected to process orders and to provide you a personalized shopping experience. We respect your privacy and we never provide any personal information to any companies or services outside of Backbone Pet Supply.