General Usage Agreement, Policies, Terms and Conditions

As of 8-28-2013

Index

General Usage Agreement
Policies, Terms, and Conditions Modifications
Copyright and Trademark Notice
Governing Law
Web Site Use License
Disclaimer
Limitations
Informational Links
Privacy Policy - Use of Customer Information
Privacy on Other Web Sites
Typographical Errors
Other Terms and Conditions
Service and Product Item Prices
Payments
Taxes
Order Processing
Providing Correct Address Information
Shipping Policy
Canadian Orders
Order Acceptance Policy
Multiple Product or Software Item Orders
Out-of-Stock Products or Back Ordered items
Returns
Returns with Checks / eCheck Payments
Returns with Credit / Debit Card Payments
Order Issues
Missing, Incorrect, Miss-shipped, or Damaged Item
Missing Product, Software or Related Ordered Item
Incorrect or Miss-Shipped Item
Damaged Item
Cancelling or Changing an Existing Order

General Usage Agreement

By accessing this web site you are agreeing to be bound by the following usage agreement and all applicable laws. If you do not agree with any of the terms here-within, you are prohibited from using or accessing the Show Dog Synergy web site.

Policies, Terms, and Conditions Modifications

Show Dog Synergy may revise these policies, terms of use and conditions for its web site at any time without notice and reserves the right to make changes to this site and our policies, terms and conditions at any time. By using this web site you are agreeing to be bound by the then current version of our policies and the related terms and conditions. If we change our privacy policy or any of our policies, terms and / or conditions, we will post those changes on the web site with the applicable date of change so that you are always aware our policies, terms and conditions, as well as what information we collect, how we use it, and under what circumstances we disclose it.

Copyright and Trademark Notice

All information contained within this site is the property of Show Dog Synergy and is provided only for assisting you with engaging in business discussions or arrangements with Show Dog Synergy. Unless otherwise specified, all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Show Dog Synergy. All of the materials and information contained within this web site are protected by applicable copyright and trade mark laws and are the property of Show Dog Synergy Copyright © 2009, ALL RIGHTS RESERVED. You may use the content of this site for informational business decision purposes only with Show Dog Synergy; paying your Show Dog Synergy invoices on-line, and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, distributed, or used in any form or by any means without prior written permission from Show Dog Synergy. All rights not expressly granted herein are reserved. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties. You may and shall not create a link to this website from another website, document or social media network or to any document, materials, information, subpages or any other item within this web site without prior written consent from Show Dog Synergy.

This website may contain materials and information which is owned by other entities that either has been licensed for used on the Show Dog Synergy web site or which Show Dog Synergy has obtained the applicable approval from the owner to provide such information on the Show Dog Synergy web site. Additionally the information links within the Show Dog Synergy web site contain material and information which is owned by other entities that may or may not be licensed to Show Dog Synergy by the original owner of that material or information. All third party materials, product information and / or other information provided directly on our web site or through links to a web site are considered to be the proprietary property of that third party entity and are subject to the laws governing the use of proprietary, copyrighted or trademarked materials and information.

Governing Law

Your use of this website and any dispute arising out of such use of the website or information made available through such is subject to the laws of the State of Texas. Any claim relating to the use of any product and / or information available from our web site; shall be governed by the laws of the State of Texas without regard to its conflict of law provisions.

Web Site Use License

Permission is granted to copy limited amounts of the information contained within our web site for used in internal business presentation and management decision meetings on a non-commercial transitory viewing only basis only. This is a grant of a license, not a transfer of title, and under this license you may not:

i. modify or change the materials or information in any form;

ii. use the materials or information for any commercial monetary purpose, or for any public display (commercial or non-commercial);

iii. attempt to decompile or reverse engineer any products or software descriptions contained within this web site or any of our business partner web site linked to our web site;

iv. remove any copyright or other proprietary notations from the materials or products; or informational documents

v. transfer the materials, product and / or any associated information to another person or “mirror” the materials or information on any other server or electronic medium.

This license shall automatically terminate if you violate any of these restrictions and may be terminated by Show Dog Synergy at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.

Disclaimer

The materials and information on this web site are provided “as is”. Show Dog Synergy makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Show Dog Synergy does not warrant or make any representations concerning the accuracy, likely results, safety, or reliability of the use of the materials or information within its web site or otherwise relating to such materials, products, or information linked to our web site.

Limitations

In no event shall Show Dog Synergy or its suppliers be liable for any damages (including, without limitation, for property or personal damages, personal injury, damages for loss of data or profit, or due to business interruption,) arising out of the use or inability to use the materials or information available through this web site, even if or when Show Dog Synergy or its authorized representatives have been notified orally or in writing of the possibility of such damage. Any and all possible or potential liability issues shall be mitigated in accordance with the laws of the state of Texas and any and all liability filings shall be within the county of Tarrant in the state of Texas.

Informational Links

The Show Dog Synergy web site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that we're not responsible for the operation of or content located on or through any such site. Show Dog Synergy does not warrant or guarantee the materials and / or information provided by links from our web site to other web sites and this linked information is also subject to change without our knowledge. Therefore Show Dog Synergy is not responsible for the contents of any such linked site or associated linked information that is not under our control. The inclusion of any informational or site link does not imply endorsement by Show Dog Synergy, but is available as is for customer informational purposes only. Use of any such linked web site or non-Show Dog Synergy information is at the user's own risk. These informational links include but are not limited to; the design, layout, look, appearance, graphics, product descriptions, specifications, service descriptions and / or related product or usage information. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. All trademarks reproduced in this website which are not the property of Show Dog Synergy or licensed to Show Dog Synergy are acknowledged within this website and / or the original informational owner’s web site linked to our web site as applicable. Unauthorized use of this website or any web site linked to this web site, or any of the material or information contained within these web sites may give rise to a claim for damages by Show Dog Synergy or their linked associates which will be pursued as a criminal offence.

Privacy Policy - Use of Customer Information

We keep your personal information private and secure. Our secure servers and data transmission methodologies protect your information using advanced encryption techniques, firewall technology and PCI compliant procedures.

When you pay your invoice on-line, or order an item or service from our website, we ask for your full name, billing and shipping address, e-mail address, telephone number, and if applicable at time of purchase your echeck or credit card information so we can process your order. This allows us to process and fulfill your order and to notify you of your order status. Your information will not be used for any other purpose other than order fulfillment and delivery of your order.

Your name and address will not be traded, rented, leased, or sold to mailing-list firms or any entity for any reason or purpose. All information remains private and confidential and will not be used for any marketing purposes or shared with, or sold to anyone else. All of the customer data we collect is protected against unauthorized access and is stored only during order fulfillment using PCI secure storage and access procedures.

Customer information may be released or provided to applicable legal authorities when required to comply with law or to assist a legal entity when that entity has provided the applicable legal documents permitting them access to such customer information.

We use a Secure Server and encrypted data transmissions for collecting personal, shipping, and payment information. Our secure server uses a secure layer (SSL) which encrypts (scrambles) all of the information you enter before it is transmitted over the internet and sent to us and our merchant services provider. Once your echeck or credit card number is entered into our system and your order is processed; only the last four digits will remain visible. No one in our company can see your complete echeck or credit card number once payment for your order has been processed and we do not retain your echeck or credit card number on file for any reason in any of our systems. Your echeck or credit card is processed directly by our merchant services provider Elavon Merchant Services. The only customer information we retain is your basic contact and shipment delivery information along with and identification of the item or service you ordered.

Privacy on Other Web Sites

Other sites accessible through our web site have their own privacy policies and data collection practices. Please consult each site's privacy policy. Show Dog Synergy is not responsible for the actions of third parties.

Typographical Errors

In the event that an informational item, service or product description, or listed price of such is incorrect due to typographical error or in error as a result of information received from our partners, associates, suppliers or vendors; Show Dog Synergy shall have the right to refuse or cancel any orders placed for such at the incorrect price. Show Dog Synergy shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged or echeck deposited. If your credit card has already been charged or your echeck deposited for the purchase and your order is canceled, Show Dog Synergy shall immediately issue a credit to your credit card account or provide you a refund check in the amount of the incorrect price. Show Dog Synergy shall not be held liable for any miss-information or understanding as a result of typographical error. Upon realization or notification of a typographical error; Show Dog Synergy shall correct such immediately and may provide the customer with a discounted offer for a service or product item.

Other Terms and Conditions

These Terms and Conditions will supersede any terms and / or conditions included within any customer purchase order, regardless of whether Show Dog Synergy signs the customer purchase order or not. For some services Show Dog Synergy will provide the customer with a Statement of Work (SOW) or Services Order (SO) which shall contain terms and conditions applicable to that unique or specific customer service provided. Show Dog Synergy SOW / SO terms and conditions shall take precedence over the terms and conditions defined here and / or the Show Dog Synergy SOW / SO terms and conditions shall be an extension of the terms and conditions defined here within.

Service and Product Item Prices

All product, software and service prices are in U. S. dollars. Prices for non-customized products and software are provided with the description and applicable item specification in the Show Dog Synergy on-line store.

Prices for customized products and software and / or services provided by Show Dog Synergy are provided in a Show Dog Synergy Sales Order (SO) based upon the customer's unique specification and the requirements defined in a Show Dog Synergy Statement of Work (SOW).

Prices for non-customized products or software that Show Dog Synergy integrates into the customers operational systems to fit their unique needs are provided in a Show Dog Synergy Sales Order.
Show Dog Synergy works with the customer to ensure that we understand the customer's specific needs and then develops a set of requirements which formulates the basis for both our unique quote, the customer's Statement of Work and the associated Sales Order. Upon approval of the Show Dog Synergy Statement of Work we formulate and negotiate the Services Order that clearly identifies the products, software and / or services (items) that Show Dog Synergy will deliver and provides a delivery schedule along with individual item prices for each item ordered. Show Dog Synergy invoices are correlated by line item to each individual item defined in the customer approved and signed Sales Order.

Payments

All payments for non-customized products and software, customized products and software and Show Dog Synergy services shall be in U. S. dollars. Non-customized products and software purchased through the Show Dog Synergy on-line store must be prepaid before shipment of the item. Payment for these items can through the Show Dog Synergy on-line payment system or can be submitted through the U.S. postal service. All payments submitted through the U. S. postal service shall be processed and shipped upon final payment processing and verification.

Show Dog Synergy services as well as customized products and software will be quoted in U. S. dollars based upon finalization of the customer's requirements defined in a Show Dog Synergy Statement of Work. These customer unique prices will be submitted to the customer for approval and acceptance in a Show Dog Synergy Sales Order. Orders for customized products or software and / or for the integration of non-customized products or software items into the customers operating system will be invoiced upon delivery and acceptance testing by the customer. Invoices shall be submitted to the customer upon customer acceptance verification that the customized or integrated product or software and / or service has been completed per the requirements defined in a Show Dog Synergy Statement of Work. All Show Dog Synergy invoices are due net 30 days after receipt and can be paid on-line through the Show Dog Synergy on-line payment system or submitted via the U. S. postal service. Administrative account and collection fees shall be applied to all invoices paid in excess of the 30 day due date.

All services including integration and customization of commercially available products and software provided by Show Dog Synergy shall be defined in a Show Dog Synergy Statement of Work which contains a services delivery and payment schedule that shall take precedence over any terms and conditions, restrictions, constrains or imposed liability clauses within any customer purchase order agreement whether signed or not by Show Dog Synergy.

The Show Dog Synergy invoice and associated Sales Order will provide a line item break out and price for each item delivered with a reference to that items complete description in the Show Dog Synergy Statement of Work and a corresponding reference to the individual item in the Show Dog Synergy customer test acceptance sign-off documentation. The Sales Order and associated invoiced item payment totals will reflect total item (product, software, or service) individual item cost, quantity ordered, total quantity cost, applicable sales tax, handling fees, shipping costs and / or other applicable costs for providing the product, software or service purchased.

Show Dog Synergy accepts checks, echecks, all major credit cards, and customer purchase orders. Show Dog Synergy does not accept PayPal payments or any other form of internet transactional payment. Please note that eChecks are debits to your bank account. There is no surcharge for using your echeck or credit card to make purchases. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you and / or of your bank for echecks). Incorrect information will cause a delay in processing your order payment which may result in additional administrative charges not to exceed 20% of your total charge. Your echeck account and / or credit card will be billed upon shipment of non-customized items and / or services provided and upon customer acceptance per the Show Dog Synergy SOW for customized items and /or services.

Show Dog Synergy also accepts money orders, cashier’s checks, personal checks, and company checks in U.S. Dollars only. Orders for non-customized items are processed upon receipt and final funds transfer verification of these payment forms to Show Dog Synergy bank account. Orders for customized items or services are processed in accordance with the Show Dog Synergy Statement of Work and associated customer signed Sales Order. For personal and company checks, please allow up to 10 banking days after receipt for clearance of funds before the order is processed. For all money orders please allow up to 15 banking days after receipt for clearance of funds before the order is processed. We cannot guarantee the availability of a product or software item by the time funds clear or payment is received. We will charge a $25 fee on all returned checks and may charge additional collection fees as necessary or applicable related to insufficient funds or returned check charges. Additional charges will apply in accordance with the Show Dog Synergy SOW / SO for insufficient funds or returned checks associated with the delivery of customized products and software, or services accomplished in accordance with the Show Dog Synergy SOW.

Credit and / or debit card transactions which are challenged by the customer via their applicable financial institution once an electronic payment has been processed, shall be considered delinquent accounts and shall be administered by Show Dog Synergy as a delinquent account in accordance with applicable collection laws unless the customer has provided sufficient documentation to Show Dog Synergy demonstrating a valid reason for the transaction challenge. These types of post-processed delinquent accounts shall be subject to additional collection and administrative charges. If sufficient and valid transaction challenge documentation is not, or has not, been provided to Show Dog Synergy within five business days prior to challenging the transaction charge with their financial institution; the customer acknowledges and agrees that Show Dog Synergy may bill / invoice the customer for the total amount of the challenged transactional charge and include a collection and administrative charge of not more than ten percent (10%) of the total transactional charge which was challenged.

Should Show Dog Synergy incur costs for collection of delinquent invoices or accounts in any form, the customer agrees to pay any and all additional collection costs, including a reasonable administrative, and if applicable, attorney’s fee and court costs for collection including the implementation and issuance of a Show Dog Synergy Lien and Collection agreement.

Taxes

Show Dog Synergy shall automatically charge and withhold the applicable sales tax for orders. Show Dog Synergy is not and does not operate as a wholesaler and therefore cannot accept any sale tax exempted orders when the items procured are for resale. Show Dog Synergy shall not charge taxes for any customer which provides a verifiable federal tax exemption number when the product, software or service is being provided to a federal, state or city governmental entity.

Order Processing

Orders are processed within 2 business days once we have received your order and have either confirmed payment for your order or received a customer signed Show Dog Synergy Sales Order. Usually, non-customized products or software items ship the same day, or by the next business day if your order is received after 5:00PM Central Standard Time (CST). For orders received on Saturday, Sunday or any major U. S. holiday the order will be processed and shipped the next business day. You will receive an order confirmation email once we have confirmed your payment notifying you that we are processing your product or software order. All orders for customized products or software or Show Dog Synergy services shall be in accordance with the delivery and payment schedule as defined in the Show Dog Synergy Statement of Work (SOW) and associated Service Order (SO) which shall be a part of the contractual agreement signed between Show Dog Synergy and the customer.

Show Dog Synergy shall not and will not provide any product, software or service to any entity outside of the United States or to any foreign entity within the United States that is in violation of any U. S. federal law, regulation, export law, or trade agreement. Show Dog Synergy reserves the right to verify compliance with all U. S. laws, regulations, export laws and trade agreements before acceptance and processing of any order. Additionally Show Dog Synergy reserves the right to cancel without customer retribution any order at any time upon discovery of a possible or potential violation of any U. S. federal law, regulation, export law, or trade agreement.

All product or software orders will be shipped using an applicable tracking method from the freight / shipping carrier selected. Once your order has shipped, we will send you a Shipping Confirmation email that includes a shipment tracking number and an identification of the freight / shipping carrier you selected. Clicking on the freight / shipping carrier link in the Shipping Confirmation email will take you to that freight / shipping carrier’s shipment tracking web site (e.g. UPS, FedEx, USPS, etc.). From there you can use the tracking code or tracking number contained within your Shipping Confirmation email to track the delivery of your package.

Depending on the freight / shipping carrier selected and your delivery location, please allow up to 7 to 10 days for delivery once you have received the Shipping Confirmation email.

Providing Correct Address Information

Please ensure to provide your complete and correct physical shipping address information. Note that UPS and FedEx will not deliver to a Post Office Box address. Additionally a wrong street number, zip code, missing suite or apartment number may render your package undeliverable. We e-mail an order confirmation with every order placed. Please take the time to check that all the information in that order confirmation e-mail is correct. If any of the order / shipping information is incorrect, please contact Show Dog Synergy immediately at 888-740-9304 extension 2 or reply to our order confirmation e-mail with the corrected information.

Note that a UPS and FedEx charge of address correction fee of $10.00, will be charged to your account for address changes. This is UPS and / or FedEx charge, not ours. While we will attempt to use the payment method elected during your order placement for this address correction fee: in most cases at this point in the order fulfillment process we may not have your complete initial payment information available. Therefore you may receive an additional invoice for the address correction charge, or we may elect to apply these charges to your account and include them in future billings. The postal service does not offer an address correction service, so please ensure your shipping information carefully and review your order confirmation e-mail or correctness.

Once we are aware that a change of address is required; we will contact you to confirm the necessary delivery address corrections and make arrangement for payment of the address change or address correction charge. In all cases we will send you a separate invoice either by email or U.S. Postal mail for the address correction charge denoting the order number and original order date that required this additional charge.

Shipping Policy

We cannot guarantee when an order will arrive. Consider any shipping or transit time provided to you by Show Dog Synergy’s third party shipment carriers only as an estimate. We encourage you to order in a timely fashion to avoid delays caused by shipping or product / software availability.

All product or software orders are shipped either by UPS, FedEx, or USPS mail and will usually be shipped within 2 business days of receiving your order payment confirmation unless a U. S. Holiday falls within the two business day period after receiving your order payment confirmation. Any and all product items to be delivered as a result of a Show Dog Synergy service shall be delivered via electronics means as identified and defined within the Show Dog Synergy Statement of Work (SOW) or Service / Sales Order (SO) that formulates a part of the signed contract between Show Dog Synergy and the customer.

Oversized items or large quantities (bulk buys) may be drop shipped directly from the manufacturer of the product of software item. UPS, FedEx and USPS oversize charges or special handling charges may apply.

UPS and FedEx Saturday delivery is available at an extra cost. Alcohol based and aerosol products are considered to be flammable or explosive. They are not allowed to be shipped by air. These types of items shall be shipped regular ground shipping only.

Freight or shipping costs are estimated using information provided by the selected carrier. The actual freight or shipping price may differ due to size, weight and contents of a package or changes in carrier costs for which we have not been notified or the carrier cost increase has not yet been reflected in our system. Customer agrees to pay these additional costs upon identification of these additional costs by Show Dog Synergy.

Canadian Orders

Canadian orders for products or software may be placed directly through our secured website but are subject to applicable fees including customs, duties, and additional taxes; all of which are the responsibility of the customer. Note that UPS and FedEx may add customs and duties fees onto Canadian orders. The USPS mail service may be a better option for you. Show Dog Synergy shall not and will not provide any item or service which is restricted by U. S. Customs or other U. S. government laws, regulations, export laws or trade agreements.

Order Acceptance Policy

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Show Dog Synergy reserves the right at any time after receipt of your order to accept or decline your order for any reason. If we do not accept your order, we shall provide you with an email or postal mail notification of such and provide our reasons for not accepting the order. Your credit card or echeck account shall not be debited if we do not accept your order and any money order, check or other form or bank draft shall be returned with the order decline notification.

Multiple Product or Software Item Orders

For a multiple product or software item orders, we will make every attempt to ship all products or software items contained in the order at the same time. Products or software items that are unavailable at the time of shipping will be shipped as they become available, unless you inform us otherwise. You will only be charged for products or software items contained in a given shipment, plus any applicable shipping charges. You will only be charged for shipping at the rate quoted to you on your original purchase receipt. The entirety of this shipping charge may be applied to the first set of product(s) or software item(s) shipped on a multiple shipment order. If a product or software item must be back ordered at time of shipment, we will notify you via email of the back order status and provide you with the option to cancel the back ordered items.

Out-of-Stock Products or Back Ordered items

For out-of-stock or back ordered items we will ship your product(s) or software item(s) as they become available. Usually, products or software items ship the same business day upon which your order is accepted and payment is processed, or by the next business day if your order is received after 5:00PM Central Standard Time (CST), and for orders received on Saturday, Sunday or any major U. S. holiday. However, there may be times when the product or software item you have ordered is out-of-stock which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your entire order or those portions of the order which are back ordered at any time prior to shipping. When an item must be back ordered, Show Dog Synergy will notify the customer of the back order status and provide the customer with an option to continue with either the entire order or accept a reduced or partial order.

Returns

If you are not completely satisfied with your purchase you can return it for a refund, exchange or a credit. All returns must be made within 7 days from date of receiving your order. Returns are only accepted with a completed and approved return authorization. Packages without a proper and approved return authorization will not be accepted for return or refund. Any returned items not in original packaging or in sellable condition will not be eligible for a complete refund, but may be eligible for a partial refund, exchange, or partial credit. Returned items that are received back damaged or used are not refundable.

To initiate a return please contact our office at (888) 740-9304 ext. 2 or send us an email at Returns@ShowDogSynergy.com. All returns must have a completed Return Authorization Form (RAF) describing the reason for the return and have been assigned a Show Dog Synergy Return Authorization Number (RAN). The completed RAF must identify the item(s) being returned, include the original purchase receipt as an attachment, provide an identification of the return shipping carrier, and their package tracking number assigned to the package being returned. Without an RAN and completed RAF, we cannot process or allow a refund, exchange or credit.

When returning items at a minimum you will be required to provide the following information:

1. Customer Name
2. Order Number
3. Date Ordered
4. SKU or item identifying number and quantity of the returning items
5. Indicate if the item box has been opened
6. For software items indicate if it has been installed and/or activated
7. Nature of the problem with the item
8. Shipment carrier being used to return the item(s)
9. Return package shipment tracking number

When returning a product or software item; please insure you use a carrier that provides a shipment tracking capability and insure that you obtain a shipment tracking number. You are responsible for making any claim to the shipper for damaged or lost returned products or software items. Show Dog Synergy recommends that you obtain insurance with the carrier for the cost of the item plus return shipping costs.

Once we have received your returned package, we will begin processing your return, which may take 3 to5 business days. When the return item processing is completed, we will contact you and issue your refund, exchange, or credit. Show Dog Synergy reserves the right to charge a handling fee on all returned products.

In most cases, we will refund your money within 3 business days after your return package has been received and processed. The time it takes to receive your refund will differ based on the payment method you used with your original purchase and your refund election.

Returns with Checks / eCheck Payments

For all orders placed using a check or echeck, we will issue a refund check within 2 business days after your return order is received and processed at our facility.

Returns with Credit / Debit Card Payments

Once your return order has been received and processed at our facility, we will contact you to make arrangements to refund (or credit) your credit card used during the original purchase transaction. Since we do not retain any credit card information within our system; you will be required to provide us with the applicable credit card information again. However we will provide you with the option to receive a refund check rather than refunding or crediting your credit or debit card account. Note that in some cases it may take 7 to 45 days for your credit, or debit card, company to process the refund and credit your account once we have initiated the refund / credit to your credit or debit card account. Once we refunded or credited your card account and we receive the applicable documentation / notification from the credit / debit card services that the refund or credit has been processed; we will notify you via email that your account has been refunded / credited.

Original shipping and handling charges are non-refundable unless you have received an item in error that was not ordered.

Order Issues

For all order issues, please contact us at 888-740-9304, extension 2 or send us an email at Support@ShowDogSynergy.com. We will contact you within 1 business day to address your order issue.

Missing, Incorrect, Miss-shipped, or Damaged Item

These items must be reported to us within 3 days after receiving your order. Please contact our office at 888-740-9304 extension 2 or send us an email at Support@ShowDogSynergy.com.

Show Dog Synergy reserves the right to charge a processing fee for all incorrectly ordered or returned items damaged after receipt which do not have a shipping carrier’s damage claim.

Missing Product, Software or Related Ordered Item

For missing items; an even exchange for the same or a “like item” will be made after we have been notified of the missing item. Missing items will be processed immediately and shipped using the same shipping method as designated in the original order at no charge. Missing item orders will be processed following our standard order placement and shipping processes.

Incorrect or Miss-Shipped Item

For incorrect or miss-shipped items or products; the incorrect item or miss-shipped product must be returned using our Return Policy procedure and must be in its original new condition and packaging including any and all related materials or documentation in a re-sellable condition. All replacement orders will be processed following our standard order placement and shipping processes.

For incorrect items or products (i.e. item shipped was item ordered, but not item your wanted); once the return order authorization has been processed and we receive the incorrect item at our facility; we will reship the replacement item that you were originally intending to order. You will be billed for any price difference in item cost and for the additional shipping and processing fees for the item replacement. If the replacement item cost less than the originally ordered item; we will refund you the cost difference or apply the cost difference to the item replacement shipping and processing billing.

For miss-shipped items or products (i.e. item shipped was not item ordered); once the return order authorization has been processed and we receive the miss-shipped item at our facility; we will reship the replacement item that you originally order. Show Dog Synergy will be responsible for any item exchange costs difference and all shipping, replacement processing fees and exchange costs differences related to miss-shipped items will be billed to the customer.

For either incorrect or miss-shipped item(s); if you so choose, you can also return the product and get a refund or account credit. Please note however that we cannot process any type of return without our prior knowledge and a completed Return Authorization. If you wish to return any or all parts of your order because it was incorrect or miss-shipped; you will need to contact us and obtain a return authorization that must be included with your returned item package.

Damaged Item

If an order arrives damaged, please keep the original shipping box. Without it, UPS, FedEx and / or the USPS will not honor a return or a damage claim. When reporting a damaged shipment, please be ready to provide us with photographs or other documentation clearly showing the problem with the shipment along with the freight / shipping courier’s shipment tracking number. When applicable please also provide the “Proof of Damage” documentation from the freight / shipping courier. Alternatively, if a shipment appears to be damaged you can open the package in front of the delivery person and if you find that it was damaged during shipping, you can reject it.

Upon rejecting a damaged shipment please contact us at 888-740-9304 extension 2 or by email at Support@ShowDogSynergy.com saying you rejected the damaged package. Once we receive your rejected / returned damaged order we will then ship you a new item immediately at no charge.

Cancelling or Changing an Existing Order

Once an order is submitted in our online system, over the phone, by fax or e-mail; it is commitment to purchase. We will do our best to accommodate an “after-order change request”, however a cancellation, item cost difference charge, and order change fee may apply. All cancellation, item cost difference charges and order change fees will be billed to the customer using the payment method designated in the original order and must be prepaid before the order change is shipped. Since we do not retain your credit / debit card or echeck information you may be required to provide your payment information again. In order to cancel or change an order that has already been committed to purchase you must complete and submit a Return Authorization in accordance with our return process.