Store Policies

If you have a new product suggestion you are more than welcome to email me. I would be more than happy to hear from you. I will answer any and all of your questions to the best of my ability so that you have a happy, healthy pet.

I strive to make the best bedding and bonding supplies for your pet and I take great pride in my work. I test each new product with my own babies before sale to the public. For the safety of our customers and other pets all sales are final, meaning there are no returns or exchanges. I try my best to give as accurate of a description for each product as I possibly can. I ask that customers keep in mind that each item is hand-cut, hand-stitched and hand-made, so the description and measurements are approximates only.

If a defect in workmanship should be found for example: missed, loose or skipped stitching the product may be returned but only if the following guidelines are met. Please note: Cosmetic issues (Colors of fleece used, size of product, zipper color etc) are NOT covered nor considered a defect in workmanship. Our policy is as follows: the product or item must be returned within 3 days in NEW unused condition at your (the buyers) expense. All returns must include your order confirmation number as well as tracking numbers upon final approval for return. Once the item is returned I will do a physical inspection of the product. If after inspection the product is found to be defective the customer will then either be given a store credit, a refund for the price of that item only, not the shipping charges or a duplicate item may be shipped if another item is available. (Upon return of the original item purchased only, no exceptions). If after inspection there is no defect found with the workmanship of the product that product becomes property of Sugar Glider Supply, with no refund or store credit given to the customer.

I ship to the address that is given to me on the invoice and ask that customers double check your address carefully before submitting your order. If an order should be returned to us for any reason (due to an insufficient address, incorrect address, wrong street or house number etc) it will become the property of Sugar Glider Supply and subject to a 20% restocking fee PLUS the cost of shipping. This is not something that I want to do, but something that I am forced to do. I have had customers leaving out their house digits, giving the wrong shipping address, or not picking up orders after several notices left by the post office for package pick up.

If any customer should have a question regarding an order placed with us I would be happy to help. All I ask is that you respond via the order confirmation invoice that is sent with every email. That invoice contains your order confirmation numbers, order date, name etc and verifies that you are in fact the person who placed the order. I have the right to refuse giving information if a customer does not provide the necessary invoice. From my perspective imagine having to locate 1 order in a mass of orders. I have to go through several programs just to try to find the information that you request. In most cases going through all this information just to find 1 customers order can take up to 30 minutes to an hour of my time, and I have a family to. To elevate this problem send your question by replying with the invoice that is provided by the website after your order has been shipped. Once your order ships please understand that I can not control the post office. As much as I would love to be able to deliver every package personally it is impossible for me to do so.

Once your order ships it is out of my hands, and with the delivery carrier. Use the tracking numbers provided (after every order ships a customer receives 2 email's. One email is from the site stating your order has been shipped, the other is from stamps.com and contains your tracking information) and contact your local post office. They will be better able to assist you in giving a delivery time estimate.

If a refund is given you will be refunded for the item only, not the shipping charges (We also reserve the right to charge a 20% restocking fee for all returned items). Shipping is a service. If you were sent any items free of charge those items must also be returned. Free items that were originally sent with your order that are not returned will reflect the amount of the store credit, or refund amount, should one be given. The free item will be charged as a purchased product. Any items being returned must have a valid tracking number as well as order confirmation number. Tracking numbers provide us with shipment tracking and validate the shipment. Without these numbers there will be no refund or exchange. These numbers act as your receipt or 'proof of purchase.' It is not my responsibility to look these numbers for you. I ask that you keep your email's and inspect your items upon arrival. Order confirmation numbers are provided with every order via email. The order confirmation numbers are used to find you in our order data base. I can not locate your order without those numbers. All orders are processed under these numbers and show up at the top of every confirmed order email.

All items sold are new and sold 'as is'. All sales are final. There are no returns or exchanges. This is because of the risk of cross contamination from diseases.

I will not be responsible for your pets destructive chewing behavior. Small animals chew by nature and it is your responsibility as their owner to check their bedding and bonding supplies frequently for rips and tears. No returns on perishable items such as food, supplements, nectars, and treats. This is for customer as well as pet safety.

Neglect and or abuse of bedding and bonding supplies (example: cutting, slicing, or chewing) is NOT considered a defect in workmanship.

I think safety first at Sugar Glider Supply. Therefore all items are sold as is in new condition. All items are safety inspected before shipment. Questions? Contact serina48723@gmail.com

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