Policies, Terms, and Conditions
Why do we do it?
We love this industry! It brings us such joy to provide the products and equipment that you love. We genuinely enjoy listening to groomer stories and watching many turn their passion into art.
How do we do it?
We manage our business closely and only buy directly from manufacturers so that we can pass the savings on to our customers! We only sell new, first-rate quality pet grooming products at Groomer’s Mart/Groomer’s Mall. We want you to be able to take full advantage of the manufacturer warranties with your equipment. We strive to provide the best customer service, the lowest prices and try to have all items in stock, although that is sometimes outside of our control. So, give us a try and find out what makes us different from the competition!
First Time Customers
We are thrilled that you have chosen us as your grooming supplier! If this is your first-time ordering from us, and your billing and shipping addresses are different, we may ask that you checkout through the PayPal option. This does not require you to have a PayPal account and you may still use your regular credit card. We appreciate your patience and understanding in this matter.
Shipping Information
All of our shipping is handled by FedEx or the USPS. We NEVER charge handling fees.
Free Shipping
Groomers Mart offers Free Shipping on all orders over $99.00 within the 48 contiguous United States. We also have a few select items that allow free shipping for your order when it falls below the $99.00 threshold. The shipping method will be chosen at the discretion of Groomers Mart.
If any item(s) are returned from an order that qualified for free shipping, and the order value falls below the $99.00 threshold, the actual shipping charges will be deducted from your credit.
Free Shipping orders and items do not include “signature confirmation.” If you would like to secure your delivery with a signature confirmation please do so at checkout. We are not responsible for missing shipments once they are confirmed to have been delivered by the carrier.
Tracking Numbers
Tracking numbers are provided for every shipment and will be emailed directly to the email address that was provided on your order. USPS tracking numbers come from “Groomer’s Mall.” FedEx tracking numbers come from “trackingupdates@fedex.com.” If you do not see your tracking number, please be sure to check your spam or junk folder.
Damaged or missing items
If your package arrives damaged or missing items, please contact us immediately so that we can start the claims process. All packaging must be retained until the issue has been resolved. Please email pictures of the damaged product and packaging to info@groomersmall.com. It is imperative that we are notified immediately as time is of the essence when filing claims. Very often “missing” items are found in the wrapping paper used to carefully secure the items in the box. Please unwrap all paper to be sure that no items are discarded. We record the packing of every shipment so we can verify if an item in question was originally in the box.
If your package shows delivered, but you do not have it…
This is a very rare occurrence, and certainly an inconvenience, but if your tracking number shows delivered, but you do not have it, we will do everything that we can to help you recover your package. The first step that needs to take place is you contacting the appropriate carrier to notify them of this. This should be done immediately, but must be done within 7 days. If the package is determined lost or stolen by the carrier, Groomers Mart will file a claim on your behalf. Once the claim has been finalized, Groomers Mart will determine if shipping a new package is justified. Groomers Mart does not guarantee the replacement of lost, stolen or misdelivered packages. Please monitor your tracking number closely to ensure quick action if a problem arises.
International Customers
We greatly value our international customers. We ship all over the world, every day. Over the years, we have developed many great relationships across the oceans. In recent years, international fraud has become very common. To prevent fraud, but continue to serve our many international customers, we now ask that for your first order with us, you checkout through the PayPal option. This does not require you to have a PayPal account and you may still use your regular credit card. We appreciate your patience and understanding in this matter. Once we have processed your first order, subsequent orders to the same shipping address will be processed without delay. Shipping for international orders does not include duties and taxes, which will be the responsibility of the customer.
Shipping to freight forwarding companies
This has become quite common for international orders and we do not mind doing so. If a problem arises, such as damaged shipment or missing product, please contact us. Our responsibility is making sure that your package arrives intact to the shipping address listed on the order. We cannot be responsible for damaged or missing items once the package has been reshipped from your forwarding agent.
Customer Satisfaction Guarantee
Your satisfaction with the products that you purchase at Groomers Mart is very important to us. We offer a 30-day Satisfaction Guarantee on motorized clippers and shears. Since we assume that you are in need of these products at the time of purchase, if you are dissatisfied with any of these items, a store credit towards the purchase of other Groomers Mart products will be issued to your Groomers Mart account upon return. You are responsible for all shipping charges associated with returns, and prior approval is required. All other items that have been opened are not returnable.
Warranty Information
All of our products that are warranted against manufacturer’s defects (see Manufacturer’s warranty information contained with products,) will be decided by Groomers Mart and/or the manufacturer. All warranties are handled between you and the manufacturer, but please feel free to contact us if you need the manufacturer’s information.
Returns
To protect everyone, pets and humans, Groomers Mart will not risk reselling items that may have been used. You can rest assured that you will never receive product from Groomers Mart that has been purchased and used by another customer. Therefore, we do not accept returns except in cases of defective products and those mentioned in our customer satisfaction guarantee above. Books and DVD’s can only be returned if defective and will only be replaced with the same titled product – no credits will be issued. Shipping charges cannot be credited. A restocking fee may be charged at the discretion of Groomer’s Mall.
Also, if an item was purchased with a Free Product promotion the free product must also be returned in new, re-saleable condition. If it is not returned or is not re-saleable the retail value of that product will be deducted from any credit issued.
- All sales over 30 days are final.
- Warranty issues must be handled directly with the manufacturer.
All returns must include a return authorization number or they will NOT be processed. Please contact us within 30 days for warranty or satisfaction returns, to be sent prepaid to:
Groomers Mart Returns
1701 Oak Lake Blvd E
Midlothian, VA 23112
We cannot accept returns on items that are damaged in transit when returned so please obtain adequate shipping insurance with returned items.
Refunds
In the event a refund needs to be issued, refunds for credit card purchases will only be refunded to the credit card originally charged. Cash or check purchases will be refunded by company check.
Returned Checks
Returned check fee is $50.00, for any reason.
Discount Codes
We do not offer discount codes to/on third party websites. We are aware that there are counterfeit coupon codes, claiming that they are for the Groomer’s Mart/Groomer’s Mall, but have no control over these individuals. We apologize that we cannot honor these counterfeit codes. Discount codes will be advertised on our site only or come directly from a Groomer’s Mart/Groomer’s Mall representative.
Price Matching
We want you to always have the lowest total checkout price with us. If you find an item that is lower on another site, that caters to professional groomers and is not in violation of MAP pricing, we want to match it. We will not price match with companies such as Amazon, Chewy, eBay and Walmart.
Privacy Policy & Security
- We do not sell nor share any of your information. We may, on occasion, send out our own e-mails containing special offers or pertinent information.
- A secured server is used for all online orders. Your information is protected online as well as offline. Please view our SSL certificate.
