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USA Shipping Policy

SHIPPING OPTIONS
At this time, Wag’N O2 Fur Life, LLC. (hereby "Company") ships pet oxygen mask kits using UPS and up to 1 kit + small parts using either USPS Priority Mail, FedEx or UPS. All available selections can be made during the checkout process. Your shipping charges are calculated during the checkout process and can be viewed before you finalize your order.

UPS/FedEx VALUE COVERAGE
A 'Value Coverage' charge is added on all orders exceeding $100 product value. No exceptions.
Declared value is not insurance coverage. The declared value of a package represents the shipping company's maximum liability for the package in the case of loss or damage. If no value is declared, maximum liability for loss or damage to a package or international shipment is US$100 for UPS and FedEx. Customers wishing to obtain insurance on the package must do so through a third party.

We were reminded that even when UPS/FedEx lose a package and is 100% at fault, failure to have a declared value on the shipment limits the shipper to a $100 maximum claim coverage. The frustration, headaches and resentment arising out of such instances are just no worth it to either party. Customers want what they pay for and we want you to receive what we send you as it will save pet lives.

Value coverage fees are based on the product value of the order, rounded up to the next dollar amount, within a value bracket and do not include shipping cost value when calculated. For example: If your product order subtotal is $180.75, the value coverage rate is calculated for $181 which falls into the $100.01-$200.00 range. 

When a claim is filed an investigation is started by UPS. The UPS search process usually takes 8 to 10 business days. 
Fedex claims are generally resolved 5 to 7 business days after submission unless further investigation is needed.

In all cases, please keep all original packaging, including cartons and contents, until the claim resolution process is finished. It may be necessary to make the packaging available to UPS or FedEx for inspection.

Claims can be authorized or denied based on the investigation findings:
* When a claim is authorized by the shipping company, the Wag'N O2 Fur Life will reship the order at no additional cost to the customer. Address changes are authorized of course.
* When a claim is denied by the shipping company, and Wag'N O2 Fur Life is found to be at fault, we will reship the order at no additional cost to the customer. Address changes are authorized.
* When a claim is denied by the shipping company, and Wag'N O2 Fur Life is NOT found to be at fault, there is nothing Wag'N O2 Fur Life can do. No refund or at cost reship will be authorized.

If you have a problem with your order please call the main Company Office Monday through Friday from 10AM to 5PM EST (7AM-2PM PST) at 571.572.9246. Company closings and holidays listed HERE.

In order to be considered lost, a package must be undelivered 24 hours after the expected delivery date and time. A report cannot be made until then. Please allow additional time when a package is delayed due to adverse weather.

If for some reason items are missing or damaged you have 5 business days from the day of delivery to file a missing/damaged claim with us. We will not accept claims filed after that time frame. PLEASE DO NOT PLACE ORDERS IF YOU BELIEVE YOU WILL NOT BE AVAILABLE OR ABLE TO MAKE ARRANGEMENTS FOR THE SAFE DELIVERY OF SUCH ITEMS OR CONTACT US WHEN PLACING THE ORDER TO REQUEST A SPECIFIC SHIPMENT DATE HOLD.

At its discretion, the Company reserves the right to make changes to the shipping carrier for as long as the customer does not incur additional charges. If you have selected value coverage, no worries, we will carry it over at no additional cost.

USPS
Our USPS Priority Mail rate does include insurance cost when product total valued under $100.
To file a claim for an order that shipped using USPS please contact us immediately. 
Most items listed on our Parts Page can be ordered using USPS as well as items not exceeding $90 in value. 
And YES, you can order 1 kit using USPS Priority Mail. Rates and shipping time varies by location. 

SELECTING YOUR SHIPPING ADDRESS
We do NOT require signature upon delivery for standard Ground shipments, however please note that the actual delivery of your Box(es) at the address provided is ultimately at the discretion of the driver. Please make sure to select a shipping address where a UPS/Fedex driver can safely leave the package. By 'safely' we mean an area protected from the environment (rain, wind, frost, etc) and preferably where someone can accept it during normal business hours. This is especially important if you select to have your shipment delivered to a volunteer department that is not manned 24/7. UPS/FedEx drivers will make 3 attempted deliveries (generally on consecutive days). If no one can accept the shipment AND/OR if no one takes action before the 3rd attempted delivery - using the instructions left on the Missed Delivery Notice, the shipment will be automatically shipped back to the shipper (Wag'N O2 Fur Life). 
 UPS Recipients have a few options upon receipt of such notification: 
- Will Call: Hold the shipment for pickup
- Deliver to Another Address: Reroute the shipment to a new address
- Reschedule Delivery: Hold the shipment for delivery on a future date
- Return to Sender: Return the shipment to the shipper
A fee is assessed for all types of delivery change requests except for 'Will Call' and 'Return to Sender'. Please contact UPS directly  at 1-800-742-5877 or through UPS.com to make those changes.
 
FedEx shipments can use FedEx Delivery Manager® (additional fees may apply).
Go to FedEx Delivery Manager. You will be asked to log in or register if you have not already done so. After you have registered and validated your address by completing the residential questions, go to FedEx® Tracking and track the status of your package.

If the recipient does not make a decision within the allotted time frame, Shipping Company will make that decision on their behalf, namely send back to shipper. From the moment the shipment is marked for 'return to shipper', there is absolutely nothing we can do to prevent, circumvent, abort or change it.  As frustrating as it may sound please understand that the decision to leave packages unattended in unsafe areas (based on their loss/theft claim experience) and exposed to the elements incurs liability and additional headaches should something be lost, stolen or damaged as a result of their decision. Please note that some drivers assume that shipments to fire and police are especially valuable and air on the side of safety by not leaving it unattended. 
Recommendations to our Customers: We ship where you tell us to. Please do not assume that the driver will know what to do (drivers get sick and get leave time). Before selecting any shipping address, but especially if shipping to a volunteer department, make sure that the department knows the shipment is coming, that the shipping location has a safe delivery area but more so, that it has someone who can accept said shipment. You are more than welcome to add shipping details to your order such as leave on porch; leave on back porch; ask neighbor apt 123/Mr Smith to sign for it (lets not get too creative as doing so will reduce likelihood of compliance especially if it can be considered a completely different delivery address). You may do so in the comment box on the billing page upon checkout. 
If and when you do get the Missed Delivery Notice from UPS/FedEx, please contact UPS/FedEx immediately if you do not think you will be available around the same time the following days.
In the event the worst case scenario happens and the shipment is sent back to us we will contact you immediately. The only options is to:
- Provide us with an alternate shipping address. We will email you a link with instructions to pay for the new shipping charge. Once payment is received we will ship to that new address and email you a confirmation tracking #. Customer will be charged a $7.50 fee for each order returned and $0.75 for each sku line of product (Each Wag'N O2 Fur Life Kit includes 2 lines of SKUs)

If your order was shipped using USPS Priority Mail please follow USPS Redelivery instructions by clicking here

TRACKING YOUR ORDER

All orders placed shipped through the website ship out from a contracted warehouse in Virginia Beach, VA. Orders are expected to ship the same day if received by 12:00PM EST. Transit times are calculated as Monday through Friday and do NOT include: the day the order is placed, the day the order ships, Saturday, Sunday or federal holidays. Orders placed after 12:00PM EST Fridays ship next business day. Specials orders placed through our main office must be placed by 2PM PST. Larger orders may more time to process. Please check with our office to confirm. Please note that same day shipping, as outlined here above, depends on a few variables at the warehouse we have no control over and can therefore not be guaranteed. If you have a rush or need the order by a certain date, please contact the office before placing the order to discuss your requirements and the best way for us to meet them. 
When an order is successfully placed you will see a confirmation page on your screen AND you will receive a confirmation email. 

CONFIRMATION EMAILS
If you do NOT receive a 'New Order' confirmation email within 1 hour after after placing your order online, please send us an email to [email protected] to confirm that the order was successfully placed and received. 
Sometimes a typo in the order email may just mean that the confirmation email was sent and bounced due to said typo. We will need to know when you placed the order and under what name and email to confirm.

The next email you receive will be a 'Your Order is Processing' email to confirm that your order was picked up by the warehouse system and is in the prep stage. If you place an order after 12PM EST on a Friday or on the weekend that confirmation may not make it until the following business day. Our holidays are posted here. If you place your order during the week and do NOT receive that confirmation within 24 hours please email us to inquire about order status. System glitches do happen from time to time and we need to manually enter order if the warehouse system doesn't pick up data. We do our best to stay on top of this to prevent delays however if you notice a delay please let us know

The last email you will receive is the 'Order Shipped' email. These emails are generally dispatched late at night and will include your tracking number.

ORDERS SHIPPING VIA UPS
Once your order ships, you will receive a PetOxygenMasks.org notification with your order content details and the tracking number. You can track your order using the link provided on your email and/or by visiting either the UPS Tracking Page OR the FedEx Tracking Page

ORDERS SHIPPING VIA USPS
Priority Mail are assigned a USPS Delivery Confirmation number. Once your order ships, you will receive a Petoxygenmasks.org notification with your order content details and the USPS Delivery Confirmation Number.
Click HERE and enter your label number here to see the status of your item.

* You may have to wait until the next business day to start noticing activity on your shipment label.

The map here below shows business days in transit via UPS Ground Service from our shipping location in VA.

UPS Next Day Air®, UPS Next Day Air® Early A.M.®, UPS 2nd Day Air® and UPS 3 Day Select®:
Rush delivery orders ship the same day if received by 12:00PM EST. Transit times are calculated as Monday through Friday and do NOT include: the day the order is placed, the day the order ships, Saturday, Sunday or federal holidays. Orders placed after 12:00PM Fridays ship next business day. UPS guarantees transit times for rush shipping methods except in cases of acts of God, weather related closures/delays, UPS facility emergencies or incorrect shipping addresses.

The map here below shows business days in transit via UPS Ground
Service from our shipping location in VA.

* UPS may update this information at its own discretion at any time.

The Table here below shows UPS Delivery Commitments for all   Rush Delivery Service.

Place your order
BEFORE 12:00PM EST

SHIPPING METHOD

UPS DELIVERY COMMITMENT*

Monday

Next Day Air®

Tuesday before or by or end of day

 

Next Day Air® Early A.M.®

Tuesday (8:00AM – 10AM)

 

2nd Day Air®

Wednesday

 

3 Day Select®

Thursday

Tuesday

Next Day Air®

Wednesday before or by or end of day

 

Next Day Air® Early A.M.®

Wednesday (8:00AM – 10AM)

 

2nd Day Air®

Thursday

 

3 Day Select®

Friday

Wednesday

Next Day Air®

Thursday before or by or end of day

 

Next Day Air® Early A.M.®

Thursday (8:00AM – 10AM)

 

2nd Day Air®

Friday

 

3 Day Select®

Monday

Thursday

Next Day Air®

Friday before or by or end of day

 

Next Day Air® Early A.M.®

Friday (8:00AM – 10AM)

 

2nd Day Air®

Monday

 

3 Day Select®

Tuesday

Friday

Next Day Air®

Monday before or by or end of day

 

Next Day Air® Early A.M.®

Monday (8:00AM – 10AM)

 

2nd Day Air®

Tuesday

 

3 Day Select®

Wednesday

Orders placed after 12:00PM Fridays ship next business day.
(*Varies by zip code - some locations in AK and HI require additional transit time)

Place your order 
AFTER 12:00PM EST
SHIPPING METHODUPS DELIVERY COMMITMENT*
MondayNext Day Air®Wednesday before or by or end of day
 Next Day Air® Early A.M.®Wednesday (8:00AM – 10AM)
 2nd Day Air®Thursday
 3 Day Select®Friday
TuesdayNext Day Air®Thursday before or by or end of day
 Next Day Air® Early A.M.®Thursday (8:00AM – 10AM)
 2nd Day Air®Friday
 3 Day Select®Monday
WednesdayNext Day Air®Friday before or by or end of day
 Next Day Air® Early A.M.®Friday (8:00AM – 10AM)
 2nd Day Air®Monday
 3 Day Select®Tuesday
ThursdayNext Day Air®Monday before or by or end of day
 Next Day Air® Early A.M.®Monday (8:00AM – 10AM)
 2nd Day Air®Tuesday
 3 Day Select®Wednesday
FridayNext Day Air®Tuesday before or by or end of day
 Next Day Air® Early A.M.®Tuesday (8:00AM – 10AM)
 2nd Day Air®Wednesday
 3 Day Select®Thursday

The map here below shows business days in transit via FedEx Ground
Service from our shipping location in VA.

This map illustrates service schedules in business days as of November 2016 for FedEx Ground shipments. FedEx may update this information at its own discretion at any time.


SATURDAY DELIVERY 
Saturday delivery is ONLY available when using UPS or FedEx. See carrier restrictions. Not all zip codes are eligible for Saturday Delivery. Please contact us Monday through Friday between 10AM and 2:00PM EST at 571.572.9246 to schedule your Saturday delivery. If you place a next day air order on a Friday, the online system provides rates assuming we are shipping Monday. If you want Saturday Delivery you MUST call us to request it as it incurs additional fees and may not be available for all areas. When you do contact us please let us know if you wish to waive signature upon delivery as standard Saturday deliveries require a signature.

REFUSED SHIPMENTS 
Once an order has been fulfilled by the Company, customers are responsible for all shipping charges incurred. If you refused, changed or cancelled your order while it is in transit, you are responsible and will be charged outgoing and return shipping charges.

INVENTORY SHORTAGES
Our warehouse gets replenished according to inventory levels. Sometimes large orders are placed without warning through the site resulting in sudden inventory depletion. When that is the case, we make a note on the product page showing when new inventory is expected to come in. 
If the order was processed using ground shipping methods (FedEx and/or USPS) the order will ship on that new date. If the order came in with an expedited shipping method we will make every effort to ship it from our main office. All FedEx Expedited orders (3Day, 2 day and next day) will then be turned over to a UPS expedited shipping equivalent. 

USING YOUR OWN SHIPPING COMPANY & 3rd PARTY BILLING
At this time we do NOT accept pick ups from private freight companies. Only UPS or FEDEX can pick up at our warehouse.
If you have an account with UPS and FedEx we can use your account number. See fee schedule below.

By default all North American orders include insurance cost, even if placed under your account.
We will only waive that insurance options for orders valued under $1000. 
Request to waive insurance (value added coverage) MUST be made in writing before payment is made.
Customer assumes all risks and costs associated with a lost or damaged shipment. No monies can be recuperated and no claims will be filed on our end.

Here is the fee schedule for using 3rd party billing in the USA:
$10 for using Fire/EMS or any official and verifiable department or city account (applies to fire, ems, emergency management, city/county or state government).
$15 for using a sponsor's account for orders valued under $999
$30 for using a sponsor's account for orders valued between $1000 and $2499
$100 for using a sponsor's account for orders valued between $2500 and $4999
3rd party billing caps out at $5000 order value
Order value means product value total. 
Please provide your UPS account number, billing account registered name and address when selecting this option.

INTERNATIONAL ORDERS
Please click HERE to learn more about our International ordering and shipping policy.

Policy last updated: November 13, 2019