Terms of Service

Terms of Service

This is our Terms of Service (TOS). The terms govern the use of the service by you, and describes your rights and responsibilities. Only those 18 or over or with parental permission can create an account in our Shop. You agree to the TOS by using our website, so please read this document carefully.
When you Submit your registration details, you state that you are eligible for an account. Whenever you use our website, you will be bound by this TOS.

We hold the right to modify, add to or delete the TOS at any time without warning. We will add a change notice or post the new agreement onto our website whenever this happens. If you do not agree with the changes, you can choose not to accept. However, by using the website, you show that you do accept the new TOS.

All correspondence with customers is fully documented to serve your needs efficiently, quickly and professionally. Please submit your enquiries to our email address. You will receive a reply within 24 hours when you include “ePetsHeaven” or your order number within the subject line.

[info]Our contact email is: info [at] epetsheaven.com[/info]

You will need to certify that you are 18 years or older before entering into any transactions on our site.

Duty of Care

We will not be held responsible for any fading or damage that occurs to items that are washed in the wrong way or not cared for properly.

Refund Policy

Any defective items will be repaired/replaced and shipped to you. You will need to send the original item back to us for inspection. All return shipping costs will be payable by you. Please visit our refund policy page for more information about returns and refunds.

Time of Shipping

It can take two days before we start working on your product, as we need to confirm it. It will usually take between eight and 15 days to ship your item. These times are based on USA, Canada and Europe. Our shipping page has all the information you could need about our estimated shipping times.

Countries That We Ship To

We can ship to all countries around the world except for Israel and Italy. We will not pay VAT, Duty Charges or Brokerage fees on any items during delivery. Please get in touch with your postal service to find out more about the laws and regulations surrounding your item.