Please look through these Frequently Asked Questions below to see if they solve any issues you are having. If you have additional questions feel free to email us.
PAYMENT TERMS
 Do You Have Credit Terms?
What Type of Payment do you Accept?
QUESTIONS
Is There a Tracking System on your Site?
What if I have a Problem with my Order?
What if I have a Special Request?
How do I know what Size to Order?
What is your Return Policy?
SECURITY
How Secure is your Site?
SHIPPING
Can I have my Order shipped Postal instead of UPS?
Do you Ship Internationally?
How Long will it take to Receive my order once it is Placed?
How will my order be Shipped?
What are your Shipping Charges?
PAYMENT TERMS
Do You Have Credit Terms?
Yes we do. Credit terms are subject to approval with either a net 10 or net 30. If you already have net terms with us, please call or fax your order. Our fax number is 1-641-628-9797. To request net terms please call or email us with your request. Approval may take up to two weeks.
What Type of Payment do you Accept?
We accept Visa, Mastercard and check. For COD orders, this may only be done by calling in on the toll free number, payment then will have to be cashier's check or money order. A COD fee of $7 will be assessed on top of the total due. A total amount will given to you. Any correspondance will need to go to:
Pella Products, Inc.
PO BOX 324
Pella, IA 50219
Checks/money orders made out to Pella Products.
QUESTIONS
Is There a Tracking System on your Site?
Currently right now there is not a tracking system placed. If you would like the status of your order, please email us at sales@pellavet.com or simply call on our toll free number at 1-888-262-9971.
What if I have a Problem with my Order?
Your guarantee and satisfaction is our pride in customer service. Please notify us as soon as possible in order to rectify the situation. See RETURNS/EXCHANGES for further information.
What if I have a Special Request?
Special orders may be requested, please call or email us for details. Note: Special embroidery or personalizations are not returnable.
How do I know what Size to Order?
Click on Size Charts and the measurements will guide you to what sizes you will need. Use tape measurement to go over chest/waist/or your abs.
What is your Return Policy?
Garments may be returned for exchange or credit if they have not been worn, washed, or does not have embroidery. See garment description for full details. Must be clean. If a garment is defective the garment may be returned for inspection to determine if it is to be replaced or repaired. Returns are subject to inspection.
Please call 1-888-262-9971 for return authorizations. Send garments to: Pella Products, Returns Dept., 1359 Hwy 63 South, New Sharon, IA 50207. Credit may be issued to either your account or the original credit card used for the order. Please enclose a copy of the packing slip and what you would like us to do. You may also reorder over the phone for faster service. GARMENTS WITH EMBROIDERY WILL NOT BE ACCEPTED FOR EXCHANGE OR CREDIT. We credit the garment price to you-shipping costs are not refundable.
SECURITY
How Secure is your Site?
Orders placed on our site is encrypted using SSL technology.
SHIPPING
Can I have my Order shipped Postal instead of UPS?
Yes you may. Please call or email if you would like this service. Package(s) will be charged according to weight.
Do you Ship Internationally?
At this time, we only ship to certain countries due to high risk and fraud. Shipping costs to foreign countries vary. We will e-mail you on shipping costs and whether we may ship or not. Please provide your email or fax if possible.
How Long will it take to Receive my order once it is Placed?
A. Shirts, Sweaters, and regular Jackets with vet caduceus or personalization- will take 5 to 10 working days.
B. Bibs/Coveralls/Palpating Jacket-Already has vet caduceus, will go out within 2 business days unless there are shirts and sweaters that go with it. Customer may specify for whatever is available to go out first and backorder will soon follow.
C. In case of backorders or discontinue items, these items will not ship. "NA" or "Discontinue" will be written and circled on packing slip or something else similiar to let customers know they are not available.
How will my order be Shipped?
Your package will go out by UPS. Depending on location, UPS will deliver as follows for in-stock items:
For the Midwest- 3-4 working days
For the East-4-5 working days
For the West- 4-5 working days
What are your Shipping Charges?
Shipping charges are as follow:
$25 and under........$7.00
$25.01-50............$9.00
$50.01-75............$10.00
$75.01-100...........$11.00
$100.01-125..........$11.75
$125.01-150..........$12.50
$150.01-175..........$13.25
$175.01-200..........$14.00
Add $2.00 for each additional $100 increments after $200. For Alaska and Hawaii add an additional $7.00.
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