Refund & Return Policy
1. B2B Commercial Scope
This Refund & Return Policy applies to all wholesale purchases, custom product orders, and freight shipments made through Alpman Supplies (“Company,” “we,” “our,” or “us”). As a Business-to-Business (B2B) wholesale supplier servicing retailers, veterinary clinics, and equestrian establishments, our return policies are designed to accommodate commercial freight logistics, volume orders, and strict animal product safety standards.
2. Damaged Goods & Freight Claims
We take rigorous precautions to ensure all dog, cat, and horse supplies leave our primary warehouse or partner facilities in pristine condition. However, if freight damages or outer carton breaches occur during transport:
- Delivery Inspection: The buyer must inspect all pallets and cartons upon arrival. Any visible outer damage or missing cartons must be noted on the carrier’s Bill of Lading (BOL) or Delivery Receipt.
- Reporting Window: All freight damage claims, concealed damage reports, or short-shipments must be submitted to Alpman Supplies in writing within 5 business days of delivery.
- Required Documentation: Please email info@alpmansupplies.com with your commercial invoice number, a description of the issue, and clear photographs showing the damaged outer cartons and affected items.
3. Defective Goods & Quality Assurances
If you receive items exhibiting manufacturing defects in stitching, hardware, materials, or structural integrity across our dog, cat, or horse inventory:
- Defect claims must be reported within 14 calendar days of receiving the shipment.
- Photographic or video evidence detailing the specific manufacturing flaw must be provided.
- Approved defective items do not require physical return unless requested by our quality assurance team. If requested, Alpman Supplies will cover pre-paid return shipping costs.
4. Non-Defective Commercial Returns
Because wholesale orders are processed specifically to fulfill customer volume requests, standard non-defective returns (e.g., store overstock or buyer preference changes) are subject to the following criteria:
- Return Request Deadline: Must be requested within 14 calendar days of delivery date.
- Condition Requirements: Returned merchandise must be unopened, in original master-carton packaging, unused, and in fully resalable condition.
- Restocking Fee: Approved non-defective returns are subject to a 15% restocking fee to cover warehouse processing and auditing costs.
- Freight Charges: Return shipping costs are the sole responsibility of the buyer. Original shipping and handling charges are non-refundable.
- Return Authorization (RMA): No return will be accepted at our warehouse without prior written Return Merchandise Authorization (RMA) issued by our team. Unauthorized freight deliveries will be refused.
5. Non-Returnable & Exempt Items
Due to strict health, safety, and operational standards, the following categories are strictly non-returnable and non-refundable once dispatched, unless a verified manufacturing defect exists:
- Custom-manufactured or private-label pet and equine items.
- Closeout, clearance, or custom-quoted volume sales.
- Opened grooming products, topical animal care items, or hygiene products.
6. Refund Processing & Credits
- Approval Process: Once returned merchandise is received and inspected at our Richmond, TX warehouse, we will notify you via email regarding the approval status of your refund or credit.
- Refund Method: Approved refunds will be processed back to the original payment method (ACH wire transfer or commercial card) within 5–7 business days. Alternatively, buyers may opt for an immediate store credit balance for faster invoice processing.
7. Contact & Return Warehouse Address
To initiate a damage claim, defect report, or request an RMA number, please contact our customer support team: