Up Country Customer Service

PLACING ORDERS

• By internet www.upcountryinc.com- Shop our secure site 24 hours a day, 7 days a week. A confirmation email will be sent, followed by tracking information via email, to the given email address.
• By phone – Call us at our toll free number 800-541-5909 between the hours 9:00 to 5:00 EST Monday through Friday

DELIVERY

• All our orders are shipped within 3 business days. Please include your phone number and email address so we can inform you of unexpected delays.
• Next day delivery is available upon request. There is an extra charge for all next day deliveries.
• Weekend orders are shipped during business days.
• Please reorder all backorders.
• We ship using USPS and UPS for all orders.

TRACKING ORDERS

• Once your order has been shipped, an email will be sent to the given email address from your order. This email will include your invoice and tracking information.

GIFT ORDERS

• A personal message can be added to your order at no extra charge. Please fill in the text as you wish it to appear and we will enclose the message on a whimsical Up Country notecard with your gift.
• If you can’t decide what to give, email us at info@upcountryinc.com to order an Up Country gift certificate in any amount.

RETURNS/EXCHANGES

• Up Country products have a 100% guarantee. If you are not satisfied with any item, we will be happy to exchange it or issue a refund. Please contact our customer service department at jessica@upcountryinc.com or call us toll free at 800-541-5909.
• Refunds will be issued in the original form of payment within 30 days of notification. If you need to return your Up Country product for any reason, please do the following. Place the product/s in an envelope and send to us at:
  
  Returns Department
  Up Country Inc.
  76 Boyd Avenue
  East Providence, RI 02914
  
  
  Please explain the reason for the return and whether you want an exchange or refund.
  There is a minimal charge for reshipping on customer errors; $3.95 for 1-2 items and $4.95 for 3 or more items.
• Your new product/s or refund will be processed as soon as possible.

FREQUENTLY ASKED QUESTIONS

How do I measure my dog?

COLLARS: Measure your dog’s neck with a cloth tape. You cannot size collars based on a weight measurement.

HARNESSES: Measure the circumference of the dog’s chest/girth right behind the front legs.

What are the ingredients in Up Country treats?

All of our treats are made in the USA of domestic ingredients that are all natural and healthy for your pets.

Dog Treats: Wheat Flour, Wheat Bran, Chicken Meal, Chicken Fat, Mixed Tocopherals
Guaranteed Analysis:

Crude Protein	min. 15.0%
Crude Fat	min. 6.0%
Crude Fiber	max. 3.5%
Moisture	max. 11.0%

Cat Treats: Wheat Flour, Fish Meal, Corn Flour, Corn Gluten Meal, Soy Flour, Rice Flour, Beet Pulp, Chicken Fat (preserved with mixed tocopherols- antioxidants), Natural Flavor, Choline Chloride (an essential vitamin), Dried Milk Whey, Phosphoric Acid (for urine PH), Salt, Taurine
Guaranteed Analysis:

Crude Protein	min. 25.0%
Crude Fat	min. 5.5%
Crude Fiber	max. 3.0%
Moisture	max. 12.0%
Ash	max. 6.5%
Magnesium	max. 0.085%

What is the shelf life of your treats?

Our treats have a shelf life of 18 months.

If my dog or cat chews or scratches their collar can I return it?

No. We guarantee all our products for defects in the hardware and other materials. Chewing through fabric is not part of normal wear or a product defect.

Can I purchase futon covers and cushions separately?

Yes you can do that by calling customer service or emailing us at jessica@upcountryinc.com