FAQ
Cherrybrook Frequently Asked Questions
Are Gift Certificates available?
Don't know what to order for that friend or special someone that may be difficult to buy for? Cherrybrook Gift Certificates are available in any denomination. The perfect size for any animal lover! Gift Certificates must be mailed for redemption.
What methods are available to place orders?
Customers may place an order any one of four ways:
1. Fax: 908-689-7988 (international customers use country code 011)
Outside the contiguous
Phone orders may be placed:
Monday - Friday 8:00am to 6:00pm (East Coast Time)
Saturday - 9:00am to 5:00pm (East Coast Time)
3. Internet: www.cherrybrook.com
4. Mail: Cherrybrook Inc
What Payment Options are available?
All orders must be prepaid. No C.O.D.
Credit Card: We accept Visa, MasterCard, American Express and Discover. Please include expiration date, name as it appears on the card and the 3 digit security code on the back of the card.
When is the Customer Service Department Available?
Our Customer Service Department is available Monday - Friday from 8:00am to 5:00pm (East Coast Time) by phone or via email: custserv@cherrybrook.com
Does Cherrybrook have a retail location?
The Cherrybrook Store is located at 2257 Route 57 in
Store hours: Monday - Friday 9:00am to 7:00pm (East Coast Time)
Saturday - Sunday 9:00am to 5:00pm (East Coast Time)
What is the Product Return/Exchange Policy?
Our policy is simple. You may return items* within 30 days of receipt in its original/re-saleable condition. Simply contact our Customer Service Department for a Return Authorization Number (RMA#) either via phone: 1-800-524-0820 or e-mail: custserv@cherrybrook.com.
UNAUTHORIZED RETURNS WILL BE REFUSED. Please enclose a copy of your packing list with your return. If you do not have a copy of your packing list, please indicate the order number, your account number, your name and address along with a list of the items you are returning and send the package to the following address:
Cherrybrook
Returns - (RMA#)
2257 Route #57 (UPS or FedEx)
· For refunds a restocking fee may apply.
· For an exchange please include a list of the items you would like in exchange. Outbound shipping applies to exchanges.
*Non-Returnable Items include but are not limited to Chew Toys, Food/Ingestible Items, Video Tapes, DVD's, Books, Clippers, Dryers and Breed Specific (Boutique) Items.
Helpful Hints for Returning a Product
Simply indicate the reason for your return, include the packing list with your return and wrap the package securely. Be sure to write the Return Authorization Number (RMA#) on the address label of the package. For your protection, we recommend that you use UPS or Insured Parcel Post for shipment and please save your shipping receipt and your tracking information until your return is processed. Cherrybrook is not responsible for returns misdelivered or damaged in transit. If you do not have your packing slip, please indicate the order number and your name and address on a separate piece of paper and send the package to the address indicated above.
Manufacturer's Warranty
Many of the products we distribute (ie: Clippers, Dryers, Electronics, Cages, etc.) carry a Manufacturer's Warranty. Please contact the manufacturer for repairs or replacement as instructed on the documentation provided with the product.
Prices are subject to change without notice. Catalogue prices apply to Telephone, Internet and Mail Orders only. Prices at Dog Shows, Grooming Shows and in the Cherrybrook Store may vary.
ALTHOUGH EVERY PRECAUTION IS TAKEN, SOME ERRORS DO OCCUR. WE RESERVE THE RIGHT TO CORRECT ANY SUCH ERRORS AS WE DEEM NECESSARY.
What if I receive a damaged product?
· If merchandise is received damaged, please call or e-mail Customer Service within 10 business days. Customer Service will take corrective action based on the extent of damage. Please retain all packaging.
· Damaged Video Tapes, DVD's and Books will be replaced with the same title.
· Claims cannot be processed without original packaging (box, etc.)
Is Cherrybrook involved with any Philanthropic Endeavors?
Cherrybrook is a member of numerous organizations and foundations created to improve the lives and health of animals, such as the American Kennel Club Canine Health Foundation. A portion of each purchase is donated to improve the quality of life for animals and their owners. Our products are field tested by charitable animal organizations to insure their practicality and functionality.
Do you "sell" my name or address information?
Cherrybrook takes pride in protecting our customer's privacy by not selling our mailing list or e-mail list. You can feel confident that your name will not be entered into a barrage of databases when you do business with us.
What is Cherrybrook's Website Cookies Policy?
Enabling your browser's cookies setting is required while shopping at the Cherrybrook web site. This cookie information is used to maintain the shopping cart in a session. Normally this type of cookie (session cookie) will be removed from computer memory as soon as your browser is closed. Cherrybrook does not use cookies to store security-sensitive information such as E-mail address, User Id, password, and credit card number. If your browser's cookie setting is turned off, you may not be able to put items into your shopping cart. More information about cookies:
§ Description of Cookies
http://support.microsoft.com/default.aspx?scid=kb;en-us;260971
§ Understanding cookies
http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/sec_cook.mspx
