Shipping Made Easier

With one well-stocked distribution center, we can reach 62% of our customers by 1-day ground shipping from their primary DC and 99% of our customers by 2-day ground shipping.

Preferred Shipper will be FedEx Ground unless specified during check out. UPS and USPS do not qualify for shipping discounts

Pet Palette Distribution has the right to modify or restrict our shipping policy at any time.

• $149.00 minimum order.
• Orders ship within 1-2 business days. If we can ship your order sooner, we will!
• If you have an order that requires special attention, please email orders@petpalette.com immediately after checkout.
  
• Orders are processed individually and cannot be combined to meet the free shipping minimum.
• Pet Palette Distribution does not charge credit cards until orders ship! We accept Visa and MasterCard. Sorry, no AMEX, PayPal or wire transfers are accepted.
• No longer accepting orders from E-Commerce only customers or 3rd Party Resellers
• Free Standard Ground Shipping
  *Orders of $449 or more after discounts, ship free via FedEx Ground.
  *The above information is applicable to the contiguous 48 states only.
  *Shipping discounts applied to in-stock items only once order is confirmed.
  *We implement a 4% surcharge on all orders.
• Pet Palette Distribution no longer accepts International orders, orders to freight forwarders, or orders outside of the lower 48 states.

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Resale Certificates

• Pet Palette Distribution requires that our customers provide us with a valid resale certificate for each state in which you conduct business. Failure to provide a current and valid resale certificate within 72 hours of placing your order will result in order cancellation.
• This document is legally required by the state of Maryland before any orders are placed. If your location is in a state without a sales and use tax, than you can provide a copy of a trader’s license from that state or a comparable type of identification.
• Please fill out this document and send it to us by email to ResaleCertificates@petpalette.com .

If you have any questions about the requirements for your state, please call us at 410-795-4444 or email ResaleCertificates@petpalette.com and we will be able to assist you with this process.

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Shortage Claims

Occasionally we miss an item when picking an order. Please email attention, please email orders@petpalette.com with the following information:

• Customer Name
• Invoice Number
• Items Shorted

Your claim will be reviewed within 2 business days and once confirmed, a credit will be set up on your account. Once you receive your credit information in the return email, we suggest placing the shorted item(s) on your next stocking order. Shortage claims must be requested within 48 hours from the time of delivery.

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Mispicks and/or Damages

For any mispicks or damages, please send an email to orders@petpalette.com with the following:

• Customer Name
• Invoice Number
• Items in question

If Damaged:

• Pictures of the outside of the package the product was received in
• Pictures of the damaged items

Once your email has been reviewed and confirmed we will be able to issue a credit or replacement, whichever is best suited for the situation. Damage claims must be noted within 48 hours from the time of delivery.

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Warranty or Defective items

Please send an email to attention, please email orders@petpalette.com with the following:

• Customer Name
• Invoice Number
• Items in question
• If possible, please send a picture of the item(s).

Once your email has been reviewed and confirmed, we will be able to issue a credit or replacement, whichever is best suited for the situation.

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PERISHABLE ITEMS POLICY

Pet Palette Distribution ensures that all perishable items have an expiration/best buy date of 3 months or more beyond the product’s order date. If your order contains products that expire in less than 3 months and you believe you are eligible for a credit, please reach out to orders@petpalette.com within 48 hours of receipt of goods and provide clear images of the expiration dates and quantities of each product that is short-dated.

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Pet Palette Distribution Returns Policy

*Outlet items do not qualify to be returned for credit
*All ship fees applied
*No ship fees will be refunded

Return Requests will be reviewed within 5 business days of submitting the request. If approved a Return Merchandise Authorization number (RMA#) will be assigned

How to make a return once you have the RMA#:
1. Place the item(s) in shipping box with the RMA# clearly marked on the return label
2. Affix a shipping label to the box and ship it to: Pet Palette Distribution 1332 Londontown Blvd. Suite 230 Sykesville, MD. 21784

Shipping your return:
To ensure maximum refund amount please follow these instructions below before sending your item(s) to Pet Palette Distribution:

1. Please do not ship product in the retail box (unless shipped to you that way)
2. Do not write RMA# on the product retail packaging
3. Product must be in original packaging
4. Ensure product is secure to avoid damages
5. Send product back within 14 days
6. Your order may be charged a 25% restocking fee
7. Outlet items do not qualify to be returned for credit
8. Include a copy of your RMA paperwork in the box

Refused Packages
Please do not refuse packages. If you have any issues, please contact us immediately. If your order shows up from the shipper damaged please accept the package and email attention, please email orders@petpalette.com Refusing packages does not guarantee credit and can cause a delay in processing. Restocking fee may be applied. Shipping will not be refunded

Third Party Marketplace and Online Policy
Retailers are prohibited from using third party retail platforms (3P) for the display, promotion, sale, or fulfillment of any product from select vendors. Third Party Marketplace (3P) platforms include, but are not limited to, Amazon, eBay, Walmart, Jet, Sears, Newegg and Rakuten. This policy applies to all products from and all other current and future Pet Palette Distribution consumer brands. Failure to comply with this policy may result in the loss of your Pet Palette Distribution account.

Manufacturer Specific Policies
Other manufacturers may have their own policies regarding 3P channel restrictions, minimum advertised price (MAP), MSRP or sales territories. A complete list of all Pet Palette Distribution policies and available manufacturer policies can be found on the MSRP and Sales Policy page