Red Heart Frame

Please Note

• The time it takes to receive your items includes Processing + Shipping Transit time. For example, choosing an expedited shipping option does not necessarily guarantee that you will receive it in 1-2 days after placing your order.
• Transit Times are in addition to the processing and preparation times.
• Business Days are Monday-Friday, excluding major holidays. Orders placed on non-business days are processed the following business day.
• Delivery Days for most major delivery services are Monday-Saturday, and for USPS it is Monday-Saturday. Sunday is not considered a shipping/delivery day.
• Guaranteed Delivery Date means the carrier will supply a scheduled delivery date for the shipment.
• Non-Guaranteed Delivery Date means no delivery date will be supplied. These are estimates provided by the carriers.
• During the Holiday season and due to a worldwide shortage of raw materials, the turnaround time might be longer than 3-5 business days.

Processing

• All orders are processed, verified, and shipped within 3-5 business days or sooner. All orders are processed the next business day for in-stock items. During the Holiday season, and as a result of worldwide supply chain issues, the turnaround time might be longer than 3-5 business days. We are not responsible for orders lost in the mail, incorrectly supplied addresses, or unclaimed/refused packages. You can track your package using the supplied tracking number.

Shipping Transit Time

United States:

• Standard Shipping: 2-5 Business Days, Non-Guaranteed Delivery Date, Tracking Included, P.O. and A.P.O. Boxes MUST select this method of shipping and delivery.
• 2 Day Shipping: 2 Business Days, Tracking Included, Does not include processing time, nor can we control carrier delays.
• Expedited Methods DO NOT deliver to P.O. Boxes or A.P.O. destinations. Please choose the Standard Shipping option if you need your items to be delivered to one of these locations.

International:

• USPS International Priority: 5-10 Business days Non-Guaranteed Delivery Date

Lost. Stolen or Delayed Packages

• Up Country, Inc. is not responsible for lost, stolen, delayed packages, or packages that were marked as delivered by the carrier. If you have an issue, please file a claim with the appropriate carrier as follows:
• FedEx Claims: https://www.fedex.com/en-us/customer-support/claims.html 
• USPS Claims: https://www.usps.com/help/missing-mail.htm 

Pricing

• For shipping costs, add the item(s) to your cart and proceed through the checkout process to determine your specific shipping cost.

International Customers:

• We strive to support our international customers and we ship to all countries.
• Customs and other international delays are not included in the transit time estimates.
• Some countries impose additional custom taxes and fees for imported items. We do not control or have prior knowledge of such fees. Please contact your local government agency for details on these fees. These customs and import processes can interfere with shipment arrival times. Please be aware of these potential delays that may occur.
• To proceed with an international order, add the item(s) to your cart and proceed with checkout to view shipping rates. When prompted for the shipping address, please choose the corresponding country.

Returns and Exchanges:

• If you need to return your Up Country product, please click HERE to start a return (you will need your order number and zip code handy).
• If you cannot find your original order, please contact us at 1-800-541-5909 or via email at customerservice@upcountryinc.com and we can look it up for you.
• Used Items are NOT returnable or refundable.
• Returns or Exchanges must be made within 30 days of receipt and must include order number.
• The following items are seasonal, personalized, or are made to order and cannot be returned:
• Gift Cards
• Cat Nip toys
• Personalized items
• Decorative Pillows
• Doggie Doorbells
• Key Rings 
• Under Ground Fence Collars
• Fi Collars
• Refunds will be issued in the original form of payment within 30 days of notification.
• We DO NOT refund shipping costs.
• Exchanges will incur a shipping cost depending on size, weight and order destination shipping zone. Exchanges are processed and shipped within 3-7 business days from when we receive the returned product.
• Your new product/s or refund will be processed as soon as possible.
• Items bought from a store or boutique must be exchange/returned through them directly.
• We offer repairs at a low cost with prior approval. Please contact us at 1-800-541-5909 or via email at customerservice@upcountryinc.com.