Educator EZ-900 Replacement Remote

Processing Time

All domestic orders placed before 3pm (EST) on a business day are usually processed and shipped the same day.

Business Days

Business days are defined as “Monday-Friday” and do not include weekends and major holidays. For example, if an order is placed on Friday after the 3pm EST cutoff time, the order will ship on the following business day, usually Monday (If not a holiday).

Domestic Shipping

Orders over $100

All orders over $100 USD shipped within the 50 U.S. states qualify for free ground shipping. Ground delivery typically takes 3–5 business days, but delivery dates are not guaranteed and once the package has been handed over to the carrier it is completely out of our control.

If you’d like faster delivery, we offer a flat-rate 2-Business-Day shipping option for $16.99 to most U.S. locations.

Orders under $100

For orders $100 or less, we offer a flat-rate ground shipping fee of $7.99. We use USPS, UPS & FedEx and we will use the carrier of our choice, unless specified by the customer. This shipping method should take approximently 5 - 7 days.

We also offer Overnight shipping options to most areas and a flat-rate fee of $16.99 for FedEx 2-Business-Day shipping (recommended).

Domestic Expedited Shipping

We also offer Overnight shipping for an additional charge. After you enter your shipping details on our Checkout page our system will show several FedEx, UPS & USPS options to choose from.

Puerto Rico & other U.S territories are not eligible for free or flat-rate shipping. After you enter your shipping details on our Checkout page our system will show several FedEx, UPS & USPS options to choose from.

Orders that are returned by the shipping carrier due to insufficient shipping addresses or refused by customer will incur a $25 return shipping fee that will be deducted from the refund as well as the shipping fee to the customer.

International Shipping

We ship to most countries. International orders cannot be cancelled after the order is placed and can take up to 3-5 business days before they ship.

After you enter your shipping details on our Checkout page our system will show several FedEx, UPS & USPS options to choose from.

To calculate shipping fees, use our shipping calculator on the Cart page, or our Checkout page will show shipping options/prices after entering your shipping details.

• Prices are shown in US dollars.
• Please allow additional Customs processing time.
• Packing slips for international shipments cannot be marked as a "gift" or with altered prices.
• Any import duties, taxes or brokerage fees due at the time of delivery are the sole responsibility of the receiving customer.

Your country's de minimis value determines if local customs will assess a duty or tax on your shipment.

Duties and VAT are calculated as a percentage of the customs value of the goods (item + insurance + shipping).

Any duties and taxes on your international shipment will be billed directly to you by the global carrier.

If the package is refused by the receiver it may be subject to a refusal fee. This cost will be deducted from the total cost of the refund.

Countries that have outlawed the use of shock collars include: Austria, Denmark, Germany, Norway, Portugal, Slovenia, Sweden, Switzerland, Wales, some states in Australia.

Our responsibility stops when the package is delivered into your countries Customs department. At that point, its the customers responsibility to retrieve the package. The customer is responsible for return shipping fees for packages returned to us by Customs or refused by customer.

Shipment to P.O. boxes or APO/FPO addresses

FedEx and UPS do not ship to PO Boxes or APO’s and you will need to select a USPS option during Checkout.

Order Cancellations

We try to get orders shipped as quickly as possible and it can sometimes be difficult to cancel orders when they are in “Processing” status.

If your order is cancelled prior to shipping it is considered a cancellation and could incur a 5% order cancelation fee to recover payment processing fees.

Invalid Shipping Addresses & Refused Delivery Fee

If an order is returned because of an incomplete address, incorrect address, is undeliverable or refused, the customer will be required to pay the return shipping fee charged by the carrier and actual shipping cost to re-ship the item.

For domestic orders, this fee is typically $25 and can be much higher for international orders depending on the location of the country.

After an item has already shipped via USPS, we cannot change shipping address. Private carriers such as FedEx & UPS do offer reroute service for a fee, typically $25.

Lost, Damaged, or Stolen Items

Incorrect shipping addresses, carrier mistakes, damages during shipping, porch pirates. Packages go missing all the time. If your package goes missing, we can file a claim with the shipping carriers for you but, more often than not, these claims are denied and considered "stolen" if the carrier marks the package as "delivered".

When a claim is filed, shipping carriers can ask for up to 21 days to complete their internal investigation to recover the package.

Shipping Protection Fees

Shipping Protection fees are paid directly to Order Protection Insurance Company and are non-refundable.

As an added layer of protection for your package, Educator Collars offers Order Protection shipping insurance during the checkout process with the following fees:

• Under $100: $0.98 flat rate
• Over $100: 3% of the order value

Order Protection does ask for a 5-day grace period to allow time for the package to turn up. After that, Order Protection will re-place your order on our website or offer a refund.

By deselcting Order Protection Shipping Protection during checkout, the customer assumes full responsibility for lost, damaged or stolen items.

We also offer "signature required" service. Shipping carriers charge $15 for this service and you will need to let us know before your order ships.

Missing or Incorrect Items / Non-Delivery

If your package was delivered but contains missing or incorrect items, or if you never received your package at all, please report it to us within 21 days of the delivery date (or the expected delivery date shown on your tracking for non-delivered packages).

To report the issue:

• Open a support ticket by clicking the chat bubble in the lower right corner of our website.
• Log in with your order phone number or email address.
• Let us know exactly what is missing, incorrect, or that the package was not received.
• Please include a photo of the received package and its contents (if applicable) along with your order number.

Important note: We have a limited 30-day window with our shipping carriers to file a claim. Reporting within 21 days gives us enough time to investigate and submit the claim successfully on your behalf.

30 Day Return Policy

If you are not satisfied with your product for any reason, you have 1 month from the date you received the product to return it.

Please note that items must be returned in the same condition that they were shipped. Items that have been damaged by the customer such as cutting of collar straps etc may not be entitled to a refund.

How To Return A Product:

If you would like to return an item(s) that you have purchased within the past 30-days, please create a return by clicking on the chat bubble in the lower right corner of our website.

Log in to the Customer Center with the phone number or email that you used when placing your order. Under "Your Orders" - select the "HELP" button on the order you wish to return.

Click "I wish to return my order", select the items that you wish to return and we will email the return address and instructions to you.

The customer is responsible for return shipping. We only pay return shipping for defective items or where there was an error on our part.

How Returns are Processed:

Please allow up to 14 "business" days after an item is received for inspection and processing of the refund. A refund receipt will be emailed to the email address provided during checkout.

• We strongly suggest that you retain the return shipping tracking number as this is your only receipt that item was sent and delivered.
• Return shipping fees are the responsibility of the customer. A prepaid return shipping label will be generated for all defective items.

Cancellations

Orders marked as Processing are not guaranteed to be cancelled, as they may already be in the process of shipment.

If we are able to cancel your order before it ships, a 5% cancellation fee will apply.

Shipping Fees

Shipping fees are paid directly to the carrier and are non-refundable under any circumstances.

Shipping Protection Fees

OrderProtection Shipping Protection fees are paid directly to OrderProtection Insurance Company and are non-refundable.

Restocking Fee

All returned items are subject to a 10% restocking fee.

Product Warranties

All main training systems come with a full 2 year warranty and 1 year on accessories.

Defective Products

If you suspect the item you received is defective, please contact the manufacturer directly via the phone number listed on the back of your remote (855-326-5527) so that they can help troubleshoot over the phone with you.

If it is determined defective, the manufacturer will send you a new one with a return shipping label.