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Shipping Policies

Please read this entire document before placing your first order. If you have any questions or comments on our shipping policies please call us at 713-589-6496 or send an email to Customer Service @ Pet Shop Ngo.com By default, all orders will ship UPS Ground unless otherwise specified in your orders. If you wish to ship any methods other then UPS Ground please list that method clearly on your order emails. We are able to ship using any of the methods listed below.

Item dimensions are included on our product spreadsheet. We will try to ship an item in a box that most closely matches its dimensions to keep shipping charges as low as possible.

UPS

As mentioned above all orders are shipped UPS Ground unless otherwise requested. Per UPS regulations we ship all packages using their actual weight unless the dimensional weight is heavier. On our spreadsheet, we include a column for Actual Weight, UPS Ground Weight, and UPS Expedited Weight. Please, double check you are using the correct weight to calculate shipping charges. UPS may also charge Oversize handling fees if the shipment exceeds certain sizes.


All UPS shipments are insured up to $100 by default. If you require more insurance then that you must request that we declare the entire value of the order. UPS insurance rates are $0.80 for each $100.00 (or portion of $100.00) of the total value declared, with a minimum charge of $2.70. Please note that any shipments that are damaged or lost in transit in which we were not asked to declare value can only be credited up to $100.

Domestic Shipping Options

  • Ground
  • 3 Day Select
  • 2nd Day Air
  • Next Day Air Saver
  • Next Day Air

    International Shipping Options
  • Standard
  • Worldwide Expedited
  • Worldwide Saver
  • Worldwide Express

USPS

Unlike UPS, USPS by default does not include any insurance on their shipments. We are not able to file lost or damage package claims unless you specifically ask us to insure your USPS shipment. If you do not request that we purchase insurance on a USPS shipment and that package is lost or damaged in shipment we will not be able to reimburse you for the cost of the item or shipping.

Insurance Rates for USPS are:

$0 - $100 = $2.65

$101 - $200 = $3.35

$201 - $300 = $4.35

$301 - $400 = $5.50

$401 - $500 = $6.65

$501 - $600 = $9.05

Domestic Shipping Options

  • Priority – automatically comes with $50 of insurance for each package
  • First Class
  • · Parcel
  • · Express

International Shipping Options

  • Priority International
  • First Class International
  • · Express International

Damaged or Lost Packages

All damaged or lost packages will be credited once the claims process has been completed. If a customer would still like to receive an item, a new order must be placed.

Damaged Packages:

If an order is damaged in transit by UPS or USPS (insured packages) we will have to file a damaged package claim with the carrier to get reimbursed for the cost of the item + shipping. Items shipped without declared value can only be credited up to $100. To file a damaged package claim please send an email to CustomerService@PetShopNGo.com with the information outlined below. If any of the information below is missing it may delay the claim process. Damaged package claims on average are completed 2 to 3 days after the date of inspection.

Damaged packages may need to be picked up for inspection, so please have the consignee repackage the item in the original shipping box with all the original packing materials. We will notify you whether an inspection is required once we have filed the damaged package claim.

Your Company Name
Your Order Number
The item(s) that is damaged
The tracking number or delivery confirmation number of the shipment
Details of the damage
Consignee Name and telephone number

Lost Packages:

If an order is lost in transit by UPS or USPS (insured packages) we will have to file a lost package tracer with the carrier. Lost package tracers can take between 7-10 business days to be completed. The carrier will contact the consignee regarding the missing shipment during the investigation. Lost package tracers can result in the package being located or not, in which case we will be reimbursed for the cost of the item + shipping. At this point, we will issue a credit. Items shipped without declared value can only be credited up to $100. To file a lost package tracer please send an email to CustomerService@PetShopNGo.com with the information outlined below.

Your Company Name
Your Order Number
The item(s) lost
The tracking number or delivery confirmation number of the shipment
Consignee Name and telephone number

Pet Shop N Go

Customer Service
713-589-6496 Office
CustomerService@PetShopNGo.com