Customer Service Hours
Monday – Friday
8 am – 5pm
1-509-534-0694 (you will reach Northwest Seed & Pet)
ask for Robert or the “Web Guy”
Customer Service hours are Monday through Friday from 8 a.m. till 5 p.m. (these hours are flexible though, depending on whether I am on vacation, sick, or have taken off work early, or taken the day off.)
My name is Robert Kucera (pronounced – Coo chair ah), I am the individual who currently runs Northwest Seed & Pet.com. Northwest Seed & Pet.com is the online division of our retail store Northwest Seed & Pet owned by Bob Mauk, President/Owner of Northwest Seed & Pet, Inc.
As the individual who runs Northwest Seed & Pet.com, I am a very busy Individual and currently I am primarily the only employee of Northwest Seed & Pet.com. My responsibilities include developing the web site you see, order fulfillment, packaging and shipping your order, and everything in between (basically everything from what you see on the this website to you getting your order, I am mostly responsible for). Also, since I am an employee of our retail Store, Northwest Seed & Pet, I am also tasked on occasions with working on our retail sales floor, our retail shipping and receiving department, and driving our delivery truck. I also handle a fair share of our IT (Information Technology) and computer related issues.
With all that, please be patient if you have trouble reaching Customer Service, as I also handle this area. Most of the time you will reach our retail sales floor, they will answer as Northwest Seed and Pet. Just ask for Robert, The Website person, the Web Guy, or our website department – any one of these will get you to customer service for Northwest Seed & Pet.com.
We ship using these shippers and times.
- 1. UPS – We ship through UPS and offer Ground, 3-Day Select, , 2nd Day Air, Next Day Air Saver, Next Day Air, and Next Day Air Early AM
- 2. USPS – The United States Post Office has Parcel Post, Priority Mail, Express Mail
- 3. Store Pickup – Walk In Only the shipping methods that are available to you will be visible in step 2 of 4 checkout process.
Total delivery time
The total delivery time for your order is the period of time from when you place your order until the time you receive it. It is comprised of two parts, the processing time and the shipping time, as shown below.
Processing time – for an item is: the time from when you submit your order to when the item leaves the warehouse. The processing time at Northwest Seed & Pet.com can vary depending on a few conditions. If the item is in stock it will usually be processed in 1-2 business days. If we are out of stock of an item, it can take several days to weeks till we can restock and finish processing your order. Usually orders received after 1pm P.S.T. will start being processed the following business day, orders received after 1pm P.S.T. on Fridays will start being processed the following Monday. (this can vary depending on number of orders received before yours, holidays, vacations, sickness, and time off of employees at Northwest Seed & Pet.com.
Shipping time – from when your order is picked up by the shipping carrier you chose, to when the shipper delivers your order at your shipping address.
The arrival date-range of each item is determined by adding the minimum of the processing time to the minimum of the shipping time and the maximum of the processing time to the maximum of the shipping time. For instance, if you bought a mouse trap that took 1 to 2 business days to process before shipping and you had it sent by UPS ground shipping (3 to 5 business days), Your order would arrive in 4 to 9 business days. This applies to shipments in the continental United States. Shipments sent to Alaska and Hawaii, add 2 days to the shipping time. Delivery to U.S. Territories, Protectorates, APO/FPO addresses may take 3 to 6 weeks.
Determination of shipping times
During the checkout process you will be asked what shipping carrier you wish to use. You will then select the speed (time) of your shipment. Slowest = cheapest & fastest = most expensive. Your order will be shipped based on you selection.How are shipping costs determined?
The shipping cost for most items is based on the item’s size, weight, shipping method and delivery address. An estimated shipping cost is determined by adding the weight and or size of your products, the weight/size is multiplied by the shippers cost per pound/dimensions and the time you selected to transport the item to your address. It is assume all items in your cart are going to one address. If you need to ship to multiple addresses and or need multiple shipping methods you will need to make separate orders for each selection. Generally, you will see your actual shipping cost during checkout. On occasion, if the weight of your order exceeds the maximum weight that the shipping company you selected accepts, we will need to split your order between multiple boxes/packages and adjust your shipping costs for each additional box/package.
Different shipping address than billing address
If your order is shipping to an address other than the billing address on your credit card, we may contact you to list the alternate address with your credit card company. This helps prevent fraudulent use of your credit card. To list the alternate address with your credit card company, just call the 800 number on the back of your card and ask the agent to add the address to the notes on your account. Listing the address before you place an order helps us process your order more quickly.
Shipping Regulated Materials
Due to Federal Aviation Administration (FAA) safety restrictions, we cannot ship items by air that contain regulated or hazardous materials. These restricted items are usually identified on the item page. They typically fall into one of two categories: Aerosol products in pressurized spray cans
Products that contain flammable, volatile or corrosive chemicals
Types of Email Confirmations
After you place an order with Northwest Seed & Pet.com, we email you with important information about your order’s status. For instance, soon after you place an order, we send an email confirming we have received it. We send a second confirmation email when your order has shipped. You may also receive an email from the shipping company you selecting that has a tracking number for your order/s. We send more than one shipment confirmation email if we fulfill the order in multiple shipments. We might also send other emails about your order’s status, if necessary. Please save these emails for your records.
Where can I ship my order?
We ship most items to all 50 states plus these U.S. protectorates and territories: American Samoa, Guam, Northern Mariana Islands, Palau and U.S. Virgin Islands. We ship most items to APO/FPO military addresses. Delivery takes 3 to 6 weeks. Items we cannot ship to these addresses are identified on the item page. Further restrictions on item type, size and weight may exist in the country where the APO/FPO address is located. Please contact your post office to verify item type, size and weight restrictions for the country where your APO/FPO address is located. Except as stated above for APO/FPO addresses and U.S. protectorates and territories, we do not ship to international destinations, Canada or Puerto Rico. Shipping to your location may change if we see a demand/no demand for. Please send us an email if you wish to have shipping to your location, and in the future we will take all emails into consideration. Surcharges may apply to your order that currently our ordering system can not take into account. If your delivery address is in Hawaii, Alaska, U.S. Territory/Protectorate this may apply. We will contact you informing you of any additional charges that were not stated during your checkout process.
Picking up an order at your retail store
If you live in or near Spokane, Washington or plan on being in the area, you can order items that are only available online and pick them up at our retail store – Northwest Seed & Pet (2422 East Sprague Location Only). When checking out just look for the “Walk In” option on the select your shipping page. Please wait for a return email stating we have your item in stock and that your order is ready for pickup. Please allow 1-5 business days for a response – if you are wanting to pickup an order same day please call first before placing your order and confirm that we have the item in stock. (1-509-534-0694) Once you have this email please bring a copy of that email and a photo id (to prove you are the purchaser of your order). You will also be required to sign for your order. We will have put your order in our will call, please go to our information counter and let them know that you are wanting to pickup and internet order. The order will be kept in the will call area for 14 days following the sending of the in stock email notification. During that time, you will receive one reminder email. After 14 days, any unclaimed items will be returned to our floor and you will receive a credit for the item within 3 to 5 business days. Site to Store pickup hours are 8:00 a.m. to 5:00 p.m. daily, except holidays that we are closed, and may only be picked up at our 2422 East Sprague location only.
Can I have someone else pick up my order for me?
Yes. During the checkout process if you would like to designate someone other than the person whose name appears on the order, in step 2 of 3 ordering page enter that persons name in the “Special instructions or comments box” during checkout. They will need to bring a copy of “your item is in stock” email and a photo id (to prove they are the person designated to pick up your order)If, after you have completed your order, you need to change the name of the person picking up your order, you can contact Customer Service at 1-509-534-0694.
How to change or cancel an order
If you need to change an existing order, you can either cancel the order and place a new one, or you can place a new order for the items that you did not include in the first order. You can cancel an order anytime during Checkout by leaving our website or removing all items from the cart.” You can also cancel an order after you’ve completed it, provided that we have not already finished processing the order for shipment. To cancel after your order is completed, call Customer Service at 1-509-534-0965 from 8 a.m. to 5 p.m. (PST), Mon-Fri. We will do our best to act on your request to cancel orders after you have placed them. However, we fill orders quickly and may have already processed your order for shipping. If we are unable to cancel your order before it has been processed, be assured that you can return any unwanted items to us after you receive them. You will be refunded for the items returned. However be aware that our return policy states that shipping charges will only be refunded if we are at fault, the item is defective, or we sent you the wrong item. Items must also be in original packaging, unopened and in like new condition, no missing parts, etc. You will have the option of returning the items to us by mail or directly to a our retail store (Northwest Seed & Pet – 2422 East Sprague, Spokane, WA. 99202), whichever is more convenient for you. Instructions on how to return items will arrive with your order.
State sales tax on shipping
Sales tax on shipping charges is charged for orders shipped to states where sales taxes are applicable. The amount of sales tax charged is based on current state and local tax rates. Sales tax will be refunded for returned items, but not shipping charges. Please note: Items sent to Washington State are currently the only state we are charging sales tax for. This is because we only have offices and retail stores in Washington state at this time (March 05, 2007). All other states and APO/FPO and U.S. territories/protectorates are not subject to sales taxes. State and local sales tax rates are subject to change at any time.
Returns Shipping charges are a service fee and will only be refunded if we (Northwest Seed & Pet.com) are at fault for sending you a defective or wrong item.
General Returns Policy
If you decide that you just don’t want the item you ordered, don’t like the look or color, could not afford, etc., you may return new, unopened items sold and fulfilled by Northwest Seed & Pet.com within 30 days of delivery for a full refund of the merchandise (shipping will not be refunded). Any Items returned for other than our mistake (defects, wrong item, etc) that have been opened and or used will incur a 15% restocking fee and shipping charges will not be refunded. Items should be returned in their original packaging. We will pay the return shipping costs if the return is a result of our error. Return instructions and a return label is sent out with every order. You must call our customer service or email Northwest Seed & Pet.com to receive a Return Authorization Number (RAN). This RAN must be written on the Return Label. If an order is returned with out a RAN you will not receive a refund.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We’ll notify you via e-mail of your refund once we’ve received and processed the returned item.
Items that are Not Returnable
Northwest Seed & Pet.com does not accept returns of the following items: · Hazardous items that are gas-powered or contain flammable liquids. (These items will say “This item cannot be returned” on their product detail page.)· Any product that had a serial number or UPC and is now missing it.· Downloadable products.· Gift certificates.· Grocery products (honey, popcorn, garlic, potatoes, etc.) If these items are received by your rotten please email us a picture within 24 hrs of receiving and we will determine if the item is eligible for a refund.
Items purchased from sellers other than Northwest Seed & Pet.com.
Partial Refunds will be issued for the following items: · Any item that has obvious signs of use. 15%· Any CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened/taken out of its plastic wrap. 50% (If you discover that the item is defective after the package is opened, a full refund or replacement will still be granted.)· Any item not returned in the condition it was shipped. 15%
Orders Returned After 30 Days
No refunds will be given after 30 days. An item (items) that is returned 31 days after the purchase date will not be refunded and the item can not or will not be returned.
If you received a faulty item and need to exchange it for the same item, please follow our return policy above , and in your call or email please state that you would like a replacement. We will send out a replacement. You will be charged for the replacement, but once we receive the defective item back we will refund you. If it is determined that the item was not defective a 15% return fee will be deducted from your refund and shipping charges will not be refunded. If you would like to exchange an item for a different one, please follow our return policy above, and in your call or email please state that you would like to exchange for a different item. You will be refunded your original purchase price once we receive the item back. Shipping charges are not refunded for exchanges, and a 15% return fee will be charged for any items found to be used. Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center. Your bank in most cases will also take 5-10 additional days to post any refunds from Northwest Seed & Pet.com. Remember to write your Return Authorization Number (RAN) on your return label for all returns.
Using our Return Mailing Label
The return mailing labels supplied with every order are valid only for returns shipped within the U.S. Each return mailing label is coded for a specific shipment. Please do not include items from other orders, or other shipments from the same order, in the same box, or you will not receive the correct refund. Each shipment must be returned using a separate mailing label. If you use this mailing label and the return is a result of our error (you received an incorrect or defective item, etc.), we’ll pay the return shipping costs. If you use this mailing label and your return is not the result of our error, the shipping cost will not be refunded. Remember to write your Return Authorization Number (RAN) on your return label for all returns.
Any item incurring a 15% restocking/return fee will have that amount deducted from your refund after the returned item is received by Northwest Seed & Pet.com.
* While we accept returns and exchanges we do not refund shipping charges.
** Any replacement items that are sent out due to manufactures defect, we will pay shipping charges. If for any other reason you want an exchange you will be responsible for the new shipping costs.