Ordering & Shipping Information

Office hours: 8 a.m. to 4 p.m. Monday-Friday, US Central Time.

General Shipping info:

Our goal is to ship your order within two business days of receipt. You will receive an e-mail notification with tracking details if the order ships via UPS directly from UPS if you provide us with a valid e-mail address that doesn't require us to respond (such as earthlink). All orders receive an e-mail confirmation at the time you place the order (if you provide a valid e-mail address).

Shipments under 1 pound or $43 retail to U.S. destinations
All shipments under 1 pound are shipped via Priority Mail unless requested otherwise. (The U.S. Postal Service says that Priority Mail delivery is usually 3 days (allow longer over weekends) but is NOT guaranteed. This applies to all shipments in the United States, including Hawaii and Alaska.

Shipments over 1 pound or $43 retail to U.S. destinations
Orders over $43 are usually shipped via UPS Ground (please provide a physical address). Delivery times vary from one day in Minnesota to seven days to California.

Expedited Shipping in U.S. Contiguous 48 States
If you need to receive your order by a specific date, UPS next day, second day, or three-day select services for orders up to 7 pounds, are available for an additional fee. See chart for rate details. (Orders over 7 pounds may be subject to additional charges). Here is a description of the various expedited shipping options. Please note that holidays and weekends are not included in the delivery days and we can not be responsible for weather or delays in shipping caused to the carrier.

Orders received by 6 a.m. CST on a business day that require expedited shipping will ship that same day. Orders received after 6 a.m. CST will ship on the next business day.

UPS Next Day: The order will arrive by 3 p.m. the next day (Next Day shipment on Friday for Saturday delivery is not standard. This is an additional charge and is not available to every destination. Call us to coordinate Saturday delivery.)

UPS 2nd Day: The order will arrive by end of second business day or noon to most commercial destinations. (Count the two days as transport time; do not include the day of shipment. For example, orders shipped 2nd Day on Monday will arrive on Wednesday). Week day delivery only.

UPS 3 Day: The order will arrive by end of third business day. (Count the three days as transport time; do not include the day of shipment. For example, orders shipped 3 day on Monday will arrive on Thursday). Week day delivery only.

International Shipments
Orders over $43 to Canada and Great Britain, and all other international orders are shipped Express Mail Intl by U.S. Postal Service with 3-5 days delivery and packages can be tracked. Available in most countries and, if not, we contact the customer with other options. Orders under $43 to Canada and Great Britain are sent Priority Mail International and delivery is typically 10-14 days. We are unable to ship to Nigeria, Indonesia or Estonia. The following products are not available for international shipment: electronic collars, dog treats, health products or medicines, pet ramps, crates or beds. Some items - due to the size of the item, may require additional shipping charges and you will be notified. Note: you may be charged import duty by your country. Check with your local authorities as you are responsible for any additional fees.

Shipping charges

Domestic shipping on orders (7 pounds or less) are easy to calculate. The table below shows charges according to the value of your purchase. Note oversized items have special shipping rates including Springer, Hyperdog, pet crates, pet beds, half and full steps. The oversized, expedited and international shipping rates are not subject to the Internet shipping special.

The shipping special applies only to orders placed on-line for shipment to the lower 48 States. Orders by phone are not eligible and will be charged $8 for $0-$43; $10 for $43.01-$90; $13 for $90.01-$125 and $16 above $125.01 (7 pounds or less).

NAFTA Friendly Products Made in the U.S.A.

The following are products made in the U.S.A. that qualify for duty-free shipping to Canada and Mexico: TrAction Boots, Endurance Boots, Dog Coat (fleece/supplex), Reflective Safety Vests, Nylon Collars (not electronic), Leashes, Walking Harnesses, Pulling & Puppy Harnesses, All Skijoring Gear including Skijor Belt and Lines, All Hunting Gear including Chest & Belly Guard, Field Leashes, Training Leads, and Lanyard. (Note that these countries may charge additional taxes - check with your local authorities). A certificate of origin accompanies all orders with these products.

Pay with a credit card

Simply click on the items you want to order and they will be added to your shopping cart. Shipping options are listed below, and you will be prompted for your preferred shipping method during the order process. Your credit card will be processed before you receive your order verification.

Pay with a check or money order

You can order online and mail your payment to Ultra Paws, 12324 Little Pine Road S.W., Brainerd, MN 56401. We will hold your order for up to 1 week for payment or the order is cancelled. Please pay with money orders or cashiers checks. (We accept personal and business checks but may hold them until they clear  - 2-3 weeks sometimes).

Pay by phone

Our summer office hours are Monday-Thursday, 8 am to 3:30 p.m. and 8 a.m. to noon Friday, Central Standard Time, USA.  Call 1-800-355-5575 or 218-828-0513 to place your order.

Gift Wrapping

Gift wrapping is available for $5.00 for one gift wrapped package. Multiple items are packaged together. Some exclusions apply. See gift wrapping page for details.

Returns, exchanges or repairs

Returns or exchanges MUST BE MADE WITHIN 30 DAYS OF THE INVOICE DATE. Items returned beyond that date will not be accepted. A return authorization number is NOT necessary. Repackage the item in the original product packaging and clearly indicate the purchaser’s name and address with the return. If you return an item and do not want an exchange, you are not charged any additional fees (assuming all other guidelines are followed as described on this page).  

NOTE: All returned items must be in new, unused condition. Please use a damp cloth to remove any dirt and remove dog hair. If we need to clean your returned item you will be charged a $5.00 minimum cleaning fee. You are not charged additional restocking fees when the products are returned as described within 30 days (see info about returning a Springer or Mr. Herzher’s below).

Return the product to:

Ultra Paws
12324 Little Pine Road S.W.
Brainerd, MN 56401 USA

To exchange a product that was ordered by credit card:

For faster service: Enter your new order on-line to expedite the exchange process. Your new order will batch with that day’s orders and ship within two business days. Upon receipt of the exchanged product we will credit your charge card for the initial product, less shipping; you are also responsible for the shipping fees to send the new product.

For slower service: You can return the exchanged product and include a note asking for the new product. Since we only process returns once a week you can expect it will take anywhere from 1-3 weeks to receive your new product.

Instructions for returning Mr. Herzher's Pet Residence: In order to receive credit for your return the product must be disassembled and repackaged in the original packaging – including box, instructions, label, etc. - and in unused condition.  We are unable to resell Pet Residences that are not returned in this condition and will be unable to provide a credit.  Please do not return without contacting us for a proper return address.  Pet Residence returns are charged a $10.00 restocking fee.

To request a repair of a product: If your product becomes damaged through normal wear and tear, or heaven forbid, the dog chews the harness - we may be able to repair it for you. We charge only for time and materials, but we do ask that you launder the product before you return it to us. If the product is not laundered, a $10 cleaning fee will be applied.

Refunds

For returns (without exchanges), you can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days from when we receive your return. You should see the credit on your next credit card statement. We do not mail credit memos. Note details above.

Exchanges

Exchanges are processed once a week.

Manufacturing defects

Manufacturing defects rarely happen, but if it does, we will repair, exchange or replace the product and return it to you at our expense. These products are not chew-proof, so we can not guarantee against that, but we will try to repair your item for a fee, plus shipping.

Thanks again for shopping Ultra Paws® at ultrapaws.com. It’s our pleasure to serve you and your dog!

Dealer Inquiries Welcome!