ProGroom.com
Dryer, Cage and Table Parts and Accessories ProGroom Overstock Sale ProGroom Pet Support Slings
PET SUPPORT SLINGS
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936-894-3292
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  HELP DESK - We have one location. A USA Texas based company.
   
Methods of Payment
How to Shop
Will you match prices?
Can I phone in my credit card for my order?
When is my credit card charged?
What if something goes wrong with the ordering process while I am placing on order?
How long will it take to get my order delivered?
Do I pay sales tax?
How do I cancel or change my order?
Shipping Information - USA and International
Return Policy
Product Warranty
Privacy Issues
Security
Misprints or errors on web site
 
 
Security Matters
ProGroom.com uses advanced SSL technology which encrypts your personal information to help protect it from being decoded by anyone other than ProGroom.

We employ significant security techniques to prevent any misuse of your information. In order to provide accurate service, and allow you to track orders or get support, all customers must have an account. We will only contact you at your account email to send you invoices and a copy of your order. We do not send unsolicited email.

You are shopping on a secure web site that goes to extreme measures to guarantee that your credit card information is not intercepted! When you place an order, you can feel confident that your credit card information is protected by a secure server. The secure server software we utilize is the state-of-the-art in security protocols: Secure Sockets Layer (SSL). SSL is used to encode all information, including credit card numbers, passwords, names, etc. This high-level encryption makes it virtually impossible for anyone to ever see your information.

To verify SSL encryption, look for a small lock () near the bottom of your browser window when accessing your account.
 
Types of Payment:
Payment Types Accepted:
We accept Visa, MasterCard, American Express, and Discover. Bank regulations require that the billing address of the order match the billing address associated with your credit card. We accept direct deposit (bank transfer).
 
 
Method of Payment: (Orders submitted on weekends are processed on Monday.)
Credit Card:
Payment terms are Visa, Discover, MasterCard and American Express. The exact name of the cardholder must match the billing address during checkout.

Ineternational or USA Wire Transfers:
Wire transfers are fairly simple and usually take 3-5 business days for the transfer to be completed. The intermediary bank charges a $20.00 fee which ise deducted directly out of your transfer before it gets to our bank. In anticipation of that, the extra $20.00 must be added into your wire transfer in addition to any total for products, shipping, and international handling charges. We ship worldwide.

To arrange a wire transfer, contact Customer Care at (936) 894-3292.

Ordering by Phone:
Our knowledgeable Customer Care Representatives are ready to take your phone order at (936) 894-3292, Monday through Friday 9:00 am to 5:00 pm CST.

Ordering by Fax:
If you wish to fax us your order, find the product/s you are wanting to purchase. Write on the paper you want to fax, the product model #, quantity, size, color, ports or whatever the attributes are for the product/s. Fax us at (936) 894-3100.

 
How to Shop:
How to view products:
Click the links on the left side of web page under categories. You will be taken to a page that list products for the link you clicked on. To view one of the products, click on the photo or title of the product. On the right side you will see either, "View more info..." or "Add to Cart". View more info means that there are options that must be chosen before purchasing the product. Add to Cart means there are no options to be chosen and that you can add the product straight to your cart.

Shopping Process/Checkout:
Here are some simple tips to ensure that your shopping experience at ProGroom.com is easy and pleasant:

When you see the item you want to purchase, click on the "Add to Cart" button. This places the item in an electronic shopping cart. Be sure to choose whatever attributes applies to that product. Such as: color, size, ports and so on. After you've finished shopping, select "Checkout" from the shopping cart page. In order to checkout, you must create an account. In creating an account, we will ask you for your name, company name, billing address, phone, email, credit card number and shipping address. If you have concerns about submitting your credit card information online, we do accept phone payments at (936) 894-3292.

Next, you'll be shown the subtotal amount of your order, shipping charges are calculated based on the weight and destination of each order. The shipping, handling charges and tax (if applicable) for your order will not be reflected at checkout. If you place an order for items shipped via Motor Freight (truck), we will email and/or phone you with a Motor Freight quote for you to approve prior to processing your order.

Small or Lightweight Items:
Your order is pending the shipping cost at this time. If you only ordered apparel (excluding footwear), the shipping cost is $6.00 for any quantity. We will automatically add the $6.00 shipping cost and ship your order.

If you ordered small lightweight items and the shipping cost is $15.00 or less we will NOT send you an email with the shipping cost and final total for your approval to process your order unless you state in the comment section above that you would like to receive an email with the shipping cost and final total for your approval before we process the order. We will automatically add whatever the shipping cost is for the smaller lightweight items to your sub-total, add tax if you are in Texas, charge your credit card, then ship your order. We choose the lowest rate which is usually very reasonable.

Heavyweight Items:
A Customer Care Representative will email you the shipping cost and final total for your approval. Once we have your approval, we will begin processing your order.

International orders:
Small and lightweight items will ship by USPS Priority, Express or First Class Postal Mail. Heavier weight items such as dog bathers, cages or any heavierweight items will ship by air or ocean. Dryers we can ship by Postal Mail.

An International customer who places an order will be contacted via e-mail with the exact shipping charges and asked to approve the charges BEFORE the order is processed only if the shipping cost is $27.01 or more. If the shipping cost is $27.00 or less we will add whatever the shipping cost is and ship your order. We cannot be responsible for any tariffs, customs restrictions, or other regulations that apply in countries outside the United States. We encourage you to speak with your local customs or postal authority regarding shipments from the US to your country to learn specific information regarding such charges. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.

Determining your sub total:
To see what your sub total will be without having to start the online checkout process, on the left hand side and on the top righthand side of all pages, there is a running number of items in your cart and the subtotal.
 
Will You Match Prices?
No. We use to price match. However, we found that some companies would lower the product price and raise the shipping cost to make up the loss in the product price. We no longer match prices.
 
 
When is my credit card charged?
All orders are charged at the time the order is submitted or if you order heavy equipment, we email you for an approval, we will charge your credit card when we reveive your approval.

What if something goes wrong with the ordering process while I am placing on order?
Email us at or call 936-894-3292 and one of our knowledgeable Customer Care Representatives will assist you immediately.

How long will it take to get my order delivered?
All orders are shipped (via UPS, USPS, FedEx or Truck (motor freight), depending on the weight of the product ordered) motor freight items will ship within 2 to 8 weeks of ordering based on, manufacturer, stock availability and if custom colors or (product) were (ordered) chosen. To reduce damage, all items over 30lbs are shipped via Truck. Smaller weight items typically ship by USPS, UPS or FedEx and takes 4-14 business days for delivery to most parts of the United States. Certain areas may take longer. We cannot offer UPS Shipping services to Hawaii or Puerto Rico. (We can ship anywhere. It's a matter of cost). If an order is refused or returned to us due to inaccurate or incorrect address information or because it was declined or undeliverable, ProGroom reserves the right to retain the original shipping/handling fee and to charge the payment method originally used for costs we incur related to the return of the undeliverable packages or merchandise to us.

Do I pay sales tax?
Products shipped only to the state of Texas is subject to sales tax. The current rate is 6.75%. (If you are a reseller, provide us with your Sales Tax Exemption Certificate to avoid payment of sales taxes. Resellers: While checking out, in the comment area, please type in "Reseller, I faxed the permit to (936) 894-3100, do not Tax" and we won't charge you sales tax.

How do I cancel or change my order?
As long as your order has not yet been shipped, the order will be canceled per your request with no additional charge to you. If you were charged for the product your credit card will be credited. You will receive an email confirmation upon our cancellation of the order. If the item has been shipped you will have to refer to our Return Policy.

What if my order is delivered damaged?
UPS or FedEx:
Always inspect your packages from the outside and if something appears to be damaged, alert the driver immediately. If you notice damage to the carton, you should open the package and inspect for other damages before the driver leaves and ask for a damage claim form from the driver. If you choose to do it this way, then you will be responsible for filing a claim with the shipping company. Once you sign for receipt of a shipment, the manufacturer and ProGroom can no longer be held responsible, monetarily or otherwise, for any damages which may occur or become apparent afterwards; nor can we be held responsible for any additional shipping or repair charges which may be required to rectify the situation.

Motor Freight Deliveries (Heavier Equipment):
Be sure to inspect product prior to signing the Bill of Lading.
Occasionally, products are damaged in the shipping process. It is very important that you open each box and thoroughly inspect for damages! Please inspect your shipment (each box) very close for damages while the delivery driver is still present. Be sure to inspect each box and item inside prior to signing the Bill of Lading. If the product is damaged and the Bill of Lading is signed damaged then we can replace the damaged product at no charge, (DO NOT ACCEPT THE DAMAGED PRODUCT). If the Bill of Lading is signed clear we will not have a claim with the freight company. Your only recourse will be to file a claim directly with the freight company that delivered your product. We cannot do anything for you if you accept the damaged item or items. As a precaution, please inspect each box and item inside no matter what. If your freight shipment is found to be damaged upon receipt, refuse the shipment and call us right away. We will handle the claim process for you and re-ship the item as soon as possible. You may also choose to sign for the shipment as damaged and keep the equipment. If you choose to do it this way, then you will be responsible for filing a claim with the shipping company. Once you sign for receipt of a shipment, the manufacturer and ProGroom can no longer be held responsible, monetarily or otherwise, for any damages which may occur or become apparent afterwards; nor can we be held responsible for any additional shipping or repair charges which may be required to rectify the situation. If you do find concealed damage after signing for receipt of a shipment, you should immediately begin a ‘concealed damage’ claim with the shipping company.

A damaged product from you or your pet is unreturnable! Not all products are returnable. If an item is returned used or damaged it will be subject to a partial or no refund or a store credit. Should you choose to return an item, indicate the reason for your return and the order number on a sheet of paper, include the packing slip with your return, and securely wrap  the product (use original packing if possible). Please note if the original container is damaged you may be charged a new container fee. You must call or email us to be given instructions as to where to return the product to.

For your protection, ensure that you are shipping your return via an insured, trackable carrier. Returns must be made within 30 days of receipt. We cannot refund shipping/handling charges unless you are exchanging an item that is defective or the wrong item was shipped to you. If your item included free shipping, the returned item will be subject to the shipping cost minus the purchase cost of the item. If an order is refused or returned to us due to inaccurate or incorrect address information or because it was declined or undeliverable, ProGroom reserves the right to retain the original shipping/handling fee and to charge the payment method originally used for costs we incur related to the return of the undeliverable packages or merchandise to us.

INSPECT YOUR DELIVERY
It is your responsibility to inspect your delivery. You must check for damage and you must check that you are receiving the exact item you ordered. When you sign the Bill of Lading, a legal document, you are accepting the delivery in good condition and you have received what you ordered.

I am not getting much help from the shipping company for my lost or damaged order. Will you help me?
Of course we will. Call 936-894-3292 and we will do whatever we can to help you.
 
Shipping
Can I use my own carrier?
Yes.

How will I know when my item(s) have been shipped?
As we receive shipping information about your item(s) we will pass it on to you by email or login to your account, you will be taken to your account area pertaining all information about your order and more.

What if my shipment does not arrive?
You can email us and we will call the freight or UPS company to have a trace put on your order to find out why it has not arrived. If your order is lost, we will ship a replacement as quickly as possible.

International Orders
An International customer who places an order will be contacted via e-mail with the exact shipping charges and asked to approve the charges BEFORE the order is processed only if the shipping cost is $30.01 or more. If the shipping cost is $30.00 or less we will add whatever the shipping cost is and ship your order. We cannot be responsible for any tariffs, customs restrictions, or other regulations that apply in countries outside the United States. We encourage you to speak with your local customs or postal authority regarding shipments from the US to your country to learn specific information regarding such charges. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.

If an order is refused or returned to us due to inaccurate or incorrect address information or because it was declined or undeliverable, ProGroom reserves the right to retain the original shipping/handling fee and to charge the payment method originally used for costs we incur related to the return of the undeliverable packages or merchandise to us.

Restrictions: We cannot ship aerosols or items containing hazardous chemicals outside the U.S.

Shipping and handling charges are not refundable for refused or products not delivered due to no one being home, incorrect address, acts of nature, etc. When deliveries are refused or packages returned due to incorrect address, ProGroom will also assess actual shipping costs if they exceed what was originally charged and a 10-25% restocking fee.

We reserve the right to refuse credit card based payments from countries and states with high rates of credit card fraud.
 
Return Policy
ProGroom allows returns provided that return requests are made within 30 days from the date merchandise is received and that you follow these instructions: All returned merchandise must be unworn, unused, and in original condition with all original tags attached. ProGroom has the right to refuse return of any merchandise that ProGroom determines does not meet these requirements. Sale items, promotional items, clearance items and custom orders are not returnable and thus all sales of this merchandise are final.

Original shipping and handling costs are not refundable and you are responsible for all shipping and handling costs associated with merchandise returns or exchanges. At the time of return, you may specify your preference for either (1) receiving a credit in your original form of payment or (2) exchanging the returned merchandise.

How to return an item:
E-mail us to receive an approval for your return. You will be notified of acceptance once the merchandise has been returned and inspected by ProGroom. Ship back to us with the packing slip or copy of your invoice to the address below.

ProGroom
Returns Dept
6888 County Road 344
Navasota, TX 77868

Please note: Copy of your invoice or packing slip MUST be included with return merchandise or your return may be rejected. Please note the reason for your return or note what you are exchanging the item for.
You are responsible for the shipping fees when you return for refund, replacement or exchange. If your original purchase qualified for FREE shipping and you choose to return any part or all of the order, you will be still responsible for both the original cost we incurred to ship the product to you and the costs to send the product back to us. If the item you purchased is for free shipping, we will deduct actual shipping cost. All items must be in original packaging, and with all warranty cards, manuals, and accessories. All returns are subject to a variable restocking charge. This charge is determined by the condition of the returned merchandise.
All refunds will be made to the person / credit card that made the original purchase.

What if I want to return an Apparel item?
If you choose to return any product, you must obtain written return authorization from ProGroom. Returned products must be in new and unused condition, in the original box with all the documentation, parts and accessories to insure credit. "New and unused" means sale-able condition, not dirty and not washed. We cannot accept returns for an item with any indications that it has been used.

Garments are deemed non-returnable if they have been...

- we do not accept returns for soiled or washed merchandise. MUST not contain any pet hair.
- worn, laundered or dry cleaned.
- custom modified or manufactured per your special instructions when ordering.

You are responsible for return postage. We urge you to use priority mail, UPS, FedEx or a carrier that generates tracking numbers, as we will not be responsible for lost packages.

Please allow 1-2 weeks for receipt and processing of your return. Once your credit is processed, you will receive an email from a Customer Care Representative.

Returning Larger Product/s Totaling over $300.00:
Please contact us by email, call us M-F 9:00 AM to 4:00 PM (CST) at 936-894-3292 or fax us at 1-936-894-3100.

Damage product/s from you or your pet is unreturnable! Not all product is returnable. If an item is returned used or damaged it will be subject to a partial or no refund. Should you choose to return an item, indicate the reason for your return and the order number on a sheet of paper, include the packing slip with your return, and securely wrap (the original packing)in a box. Please note if the original container is damaged you may be charged a new container fee. You must call or email us to be given instructions as to where to return the product/s.

Exchanges:
The customer is responsible for the shipping cost to ship the newly exchanged items.

International Returns:
International customers should contact your local customs office for the return of duties, taxes and brokerage fees. Also, please see Return Policy below. Please contact us via email, phone 936-894-3292, or fax 1-936-894-3100 for approval prior to returning products.

All returns must in the "Original Carton" with the "Original Packaging Material."

We want you to be fully satisfied with every item that you purchase from ProGroom. If any product purchase fails to meet your expectations, simply return your merchandise to us in its original and unused condition within 30 days of receipt for a full merchandise exchange or store credit, minus the shipping, handling, gift wrap or other charges.

The returned item must be returned in good condition, in original packaging (whenever possible) and with all paperwork, parts and accessories to ensure full credit.

We do not reimburse shipping charges and a 10-25% fee may be charged by ProGroom or the manufacturer.

Store Credit Only (custom made items)
ProGroom does not issue refunds, cannot accept returns or exchanges for custom items ordered. We do not reimburse shipping charges.

Customer Care Hours:
Monday through Friday 9:00 am to 4 pm CST time.
 
Product Warranty
See warranty card that came with your product.

Privacy Issues
ProGroom.com respects customer privacy and takes every step to maintain confidentiality in the highest degree. We will not discuss your business or access issues with any other parties. We are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalized shopping experience. We may also use it to tell you about changes in our services or about special offers we think you'll find valuable. We do not sell, trade or rent your personal information to others.

Personal Information
Do we keep your information?
Yes, we keep the information you provide us for our records only. All information collected in ProGroom.com is for the sole purpose of filling orders and to enhance your shopping experience. At ProGroom we will not release any customer information to anyone wanting to rent, lease, or buy the data. Your information is strictly confidential!

As any store, you may come in the future and wish to know what you bought the last time. This way we will be able to tell you.

Misprints
We do our best to provide you with the most up-to-date and accurate information. In the event that an error does occur, we reserve the right to correct or cancel an order at any time, and/or edit an order to reflect the correction, and/or correct the error on our web site. In the event that you are shipped an incorrect product due to an error on our web site, we will gladly accept the unit back for exchange. The difference in pricing will be charged or refunded accordingly. Normal shipping charges will be absorbed by Progroom.

Do you still have questions?
If you didn't find the answer you were looking for, you can contact us at M-F, 9AM-5PM, 936-894-3292 CST, and one of our knowledgeable Customer Care Representative's will be happy to assist you.
 
 

We appreciate your business and look forward to serving you.

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