General
Web Site Questions | Order,
Payment, and Shipping Questions
Guarantee Policy and
Returns | Gift
Services | Privacy
Statement
Can’t find your question? Contact customerservice@alllabs.com
and we will be glad to help you with your question.
General
Web Site Questions
Q. What is the best way to view the All Labs site?
A. This site is best viewed with a Java script capable browser. If you need a capable browser, you can download one free of
charge by selecting your vendor of choice: Internet Explorer, Navigator, Firefox are three popular browsers though there are many others such as the AOL browser.
Q. Do I leave the All Labs site when I click on Links?
A. Yes. All Labs
provides links to other sites we think you will enjoy, however these
sites operate independently from All Labs and have their own privacy
and security policies. We
strongly encourage you to review these policies at any site you visit.
Q. What are cookies, and do you use them?
A. Cookies
are small bits of computer code that your web browser software stores
on your computer when you visit some web sites. The cookies help a website to ensure that their visitors can navigate smoothly through a site. All Labs
only uses cookies so that when you
leave the site and come back, you won't lose the
items in your shopping cart.
Order,
Payment & Shipping Questions
Placing an Order
Q. Where can I find instructions on placing an order?
A. You can place an order with All Labs in four ways.
-
On the Internet at our
online store 24 hours a day, 7 days a week.
-
By Phone. Call us
toll-free 1-(877)-757-LABS (5227) or (540)-377-5560, Monday
through Friday from 10am to 5pm Eastern Standard Time. Outside the United States, please call Customer Service to
place an order.
-
By Fax. Please print out and complete our order form, include your
credit card information, and fax to (540)-377-6794. If a transmission problem occurs, please mark the second
fax as “Possible Duplicate”.
-
By Mail. Print out and complete our order form, include your credit
card information or enclose your check or money order, and mail
to: All Labs, PO Box 128, General Delivery, Steeles Tavern, Virginia,
24476. Please do not
send cash, as All Labs cannot be responsible for cash sent via
mail. Be sure to
indicate size and color where appropriate. Please include your telephone number so that we can contact
you if we have any questions about your order.
Q. What sort of order confirmation will I get?
A. If you place your order online, you will receive a tracking
ID number. To check the
status of your shipment, e-mail us at customerservice@AllLabs.com
and include your tracking ID number with your inquiry. If you ordered offline, we will send you an order confirmation
via e-mail.
Q. How do I know the right size product to order?
A. For help finding the right size, please refer to Your
Labrador Tailor on our Customer
Service page. If
you’re still unsure, please contact us and we’ll be glad to help
you find the right size.
Q. Can I change or add to my order?
A. Once orders are placed, they are processed and shipped in a
very timely manner. To inquire as to whether any changes can be made to your order, please
call Customer Service at 1-877-717-5227.
Q. Can I check the status of my order at the All Labs online store?
A. At the present time we are unable to provide this information
online. Please contact customerservice@AllLabs.com
for the status of your order.
Q. What information do I need when inquiring about my order?
A. Please include your name, address, phone number and tracking
ID number when inquiring about your order.
Q. I know you carry this item but I couldn’t find it on your site. Can I still order it?
A. Perhaps you have shopped with us at a show or special event
and cannot find online the product you saw in our display. If you don’t see what you are looking for, e-mail us at customerservice@AllLabs.com. Specify the product by name, manufacturer,
and description, and
we’ll do our best to get it for you!
Q. How come all your products are not for sale on-line?
A. Our goal is to offer all of our items for sale on our
website. However, there
are a few items that are limited editions/quantities from artists or
manufacturers or items that require special handling which cannot be
ordered directly over the Internet. Also some seasonal items may be pulled to streamline your web
browsing experience. For the small number of items that aren’t found
in our online categories, please e-mail us at customerservice@AllLabs.com. We’ll locate the item and help you place an order.
Payment
Q. What types of payment do you accept?
A. We accept MasterCard, Visa and American Express, as well as
personal checks, money orders and All Labs Gift Certificates.
Q. How long does it take to receive an order when I use a personal check?
A. Please allow two to four weeks for orders paid by check. Submitting the correct payment will ensure prompt delivery.
Q. If I have placed an order for an item that is back ordered, when will
my credit card be charged?
A. You will not be charged until we ship the item(s).
Q. Is it safe to use my credit card?
A. Your credit card number is encrypted by our website before
transmission over the Internet, and all transaction data is stored in
a secure computing environment. No
transmission of data over any public network such as the Internet can
be guaranteed 100% secure however, the Fair Credit Act specifies that
your credit card company cannot hold you liable for more than $50 in
fraudulent charges to your account.
Shipping
Q. How do I enter a different shipping address when placing an order?
A. It’s easy just complete the “Shipping Address” box in
our online store or complete the “Ship To” box on the offline
order form.
Q. Can I change a shipping address once I’ve placed an order?
A. Shipping information cannot be changed online once your
order has been submitted. Please
call our Customer Service department promptly at 1-877-717-5227 and
we’ll do the best we can to assist you.
Q. How much do you charge for shipping?
A. The shipping charge depends on the value of your order, as
well as the shipping destination if outside of the continental United
States. Please refer to
the charts below. Delivery
times are estimates some items may take longer for delivery.
Standard Shipping and Handling:
Shipping and handling charges are based on the merchandise total of each order shipped to a single address.
Please apply the following shipping rates for each address to which your order is being shipped. Certain items require additional freight and insurance, including (but not limited to) fragile, oversized, or overweight items. The figures below apply to the continental USA only. For orders shipped elsewhere, please see International Shipping below.
|
Total Order
|
Add This Amount
|
|
Up to $25
|
$5.95
|
|
$25.01 – $50
|
$7.95
|
|
$50.01 – $100
|
$11.95
|
|
$100.01 – $150
|
$14.95
|
|
$150.01 – $200
|
$17.95
|
|
$200.01 – $250
|
$21.95
|
|
$250.01 and over
|
$24.95
|
Express Delivery:
If you would like expedited shipping for your order, please select Three Day Delivery during the check-out process or call in your order before 12:00 noon Eastern Standard Time Monday through Friday. This upgraded delivery option is available on most in-stock items, with the exception of those that are drop-shipped, personalized, oversized or special-ordered. Your 3 Day Delivery Order will arrive within 3 business
days after it leaves our shipping department. Please note:
UPS and Federal Express do not deliver to P.O. Boxes, so we require a complete street address and phone number to insure delivery. If you have any questions about the timing of your delivery, please email CustomerService@AllLabs.com or call us at 877-717-5227.
|
3 Day Delivery*
|
Add $11.95 to Standard Shipping
|
*Please note that express charges are nonrefundable
International Shipping:
We welcome orders from outside of the continental US! Choose the Standard Shipping option during the check-out process and we will then calculate the additional shipping charges based on weight, destination and any customs fees that may be required. We will send you an email regarding the total additional shipping charges and will require an email of confirmation from you before we charge your credit card
for the total amount and before we are able to ship your order.
Guarantee
Policy and Returns
Guarantee Policy
Q. What is your guarantee policy?
A. We do not want you to have anything from All Labs that is
not completely satisfactory. In
the unlikely event that you are not completely satisfied with your
purchase, simply return the item(s) to us in their original and unused
condition within 30 days of the receipt of shipment for exchange,
replacement, or a full refund. Please
note that personalized, drop-shipped, and special orders are not
returnable.
Returns
Q. Where should I ship my return?
A. Please return any items to the following address:
ALL
LABS, Inc
Attn. Returns Department
PO Box 128
Steeles Tavern, Virginia 24476
Please do
not send any packages C.O.D., as we do not accept product returns
shipped C.O. D.
Q. What information should I include with my return?
A. Please
refer to your packing slip for detailed instructions on what
information to include with your return. If the packing slip is unavailable, please follow these steps:
-
Write
a note telling us how you want to handle the return. Would you like us to exchange the item, issue a refund or
credit the card originally charged, or other (please explain)?
-
Let
us know why you are returning the item. (For example: item was damaged in shipment, item was
defective, incorrect item received, or the item was not as
expected from the image shown.)
-
Specify
the name and address to which we should send your exchange or your
refund.
-
Please
give us an e-mail address, telephone number (specify day or
evening) or fax number in case we have questions.
-
Securely
pack the item(s) you are returning and ship them to us prepaid and
insured.
Q. What do I do if my purchase was damaged in transit?
A. If your order is damaged in shipment, please hold the
merchandise along with the packaging it came in, and notify Customer
Service immediately at 1-877-717-5227.
Q. How long does it take returns to be processed?
A. Please allow three weeks for returns and refunds to be
processed.
Exchanges
Q. Can
I request an exchange or refund in your online store?
A. We are not able to process exchanges online. Please refer to your packing slip for information on returns,
or contact Customer Service at 1-877-717-5227.
Q. How long will it take for me to receive my exchange?
A. Exchanges of in stock items are usually delivered within
three weeks from the time you put the exchange in the mail. Due to longer delivery times, exchanges shipped outside the
United States usually take from 6-8 weeks.
Q. Can I order a new item now and return the original item later for
credit?
A. Yes, if it has been within 30 days from shipment, you may
call Customer Service at 1-877-717-5227 to arrange this. We’ll need to charge you for the second item and once we
receive your return, we’ll reimburse you for the cost of the
original item. If the
return is a result of our error we will waive the shipping charge.
Gift
Services
Gift Certificates
Q. How do I order a Gift Certificate?
A. You may order your Gift Certificate online, by phone, or by
printing off and completing the offline order form. You may either fax
or mail the completed form to us for processing. Gift certificates are available in increments of $25.00. Specify item number GCAL4438 and the desired value. If you
would like us to include the recipient’s name, your name, and a
message on the Gift Certificate, please specify this when ordering. We
can also leave the Gift Certificate blank for you to personalize in
your own handwriting. For
each Gift Certificate in your order, please add $1.95 for shipping
& handling. If ordering the Gift Certificate in our online store,
it must be the only item in your order to receive the discounted
shipping rate of $1.95 – other merchandise will need to be ordered
and checked out separately. We can enclose your Gift Certificate in a
gift box for an additional $5.00.
Q. How do I redeem an All Labs Gift Certificate for purchases?
A. When you are ready to redeem an All Labs Gift Certificate
please print off and complete our offline order
form including payment information for any balance over the
amount of your Gift Certificate. Please enclose your Gift Certificate
with your order form and mail to us. If you have any questions contact
Customer Service at 1-877-717-5227 and an All Labs representative will
assist you.
Q. What should I do if I lose a Gift Certificate someone has sent me?
A. If you should lose a Gift Certificate, please contact
Customer Service at 1-877-717-5227, Monday through Friday from 10am to
5pm Eastern Standard Time. Alternatively,
you may e-mail us at customerservice@alllabs.com
anytime.
Gift Cards and Messages
Q. How do I send a gift card with my order?
A. Please specify the gift card information (to, from, and
message) during your online checkout. If you’re using our offline order form, please fill out the
gift card section.
Q. What do you do with the personal information I have included?
A. We make no use of the information contained in these
greetings except to complete your order as you have requested. These options simply allow you to send a personal greeting with
your gift order.
Gift Boxes
Q. How can I request Gift Boxing for items in my order?
A. If you’re ordering online, add the number of gift boxes
you’d like to your shopping cart. Then specify during
checkout which items should be gift boxed. If ordering with our offline order form, please add $5 beside
each item that you wish gift boxed. Jewelry, collars, leashes, and most other soft goods can be
gift boxed, but unfortunately some items cannot be (such as extra
large or heavy items and those being shipped internationally). Please contact Customer Service at 1-877-717-5227 for more information.
Q. What is the difference between Gift Boxing and a Gift Card?
A. All Labs offers complimentary Gift Cards, which allow you to
send a personal greeting to accompany an entire order sent to one
address. To make a gift
even more special, you can have us enclose it in its own Gift Box. This service is available for $5.00 per box, and includes a
gift card with envelope.
Privacy
Statement
Q. What is your privacy policy?
A. All Labs understands the importance of maintaining your
privacy. Be assured that
we do not sell or share household-specific survey information or your
e-mail address. We may
make your name and postal address available to selected companies who
we think you may enjoy. If
you do not wish to receive their mailings, please e-mail us at aboutme@AllLabs.com
and ask to be removed from our “shared list.” All Labs does not share any information with third parties
other than contact or order information required to fulfill your
order.
