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Store Policies

For Store Customer Service: E-mail Store: Lisa@Sugar-Gliders.com
Store Customer Service phone: 727-343-8577
Looking for past issues of the GliderVet Newsletter? Click here.

Guarantee

SunCoast stands behind every product in this store with a 30-day money-back guarantee. Return the product in original condition and we will refund the product price. Please note food, cans, jars, and bottles that have been opened and used would not qualify as being in "original condition" as stated in the guarantee.

We operate within a context of trust with our customers. If we mess something up, we will correct it without any fees or additional expenses to you. Our shipping charges are low because we can depend on loyal customers to place orders they really need. When orders are returned to us because delivery is "refused", we pay the cost of returning the package to us.

If as a customer you abuse our trust by refusing to accept delivery of your order, we will deduct a 15% restocking fee from the refund to you on the price of the items you returned. If you pay the return shipping, we will refund the price of items without a restocking fee.

It's too bad we need a policy like this, but some people like to misuse the system and we refuse to pass the costs of this activity on to honest customers. If you abuse our trust, we will simply refuse to process any more orders from you.

Returns

Please return products to the return address supplied on the original shipping label (upper left corner of label).

Products

Only the safest products make it into this store. Every product in this store is 100% tested here at SunCoast, and nothing makes it into this store without testing in our sugar glider "lab" and approval by our vet. For example, all the metal hardware we use is nickel-plated for maximum glider safety; ask other sellers what metals they use for hooks, clips, chains, and wire. If these metal pieces are zinc plated or galvanized you are not in the maximum glider safety zone with these products.

Payments

We accept American Express, Discover, MasterCard, Visa, Money Orders, Checks, and Paypal as payment. Credit Card orders ship right away, Money Orders ship when we receive the payment, Checks must clear our bank first before we ship which can take up to 10 days. For orders from outside the US and US Territories, we accept only credit cards payable in US Funds as payment.

If you are mailing a payment, send it to:

SunCoast Sugar Gliders
2205 Sleepy Hollow Dr. 
Pearland ,TX 775811

Shipping in The Continental US

For U.S lower 48 states, Ground shipping in this store is $9.95 or less per Order- no matter how many items you order at a time - even our outstanding cages! Depending on weight and distance of the shipment, during checkout you may be able to select a shipping charge less than $9.95 from FedEx Smartpost or USPS. In general, heavier orders ship FedEx Smartpost and lighter orders ship by US Postal Service (USPS). As long as you provide us with a valid e-mail address, you will automatically receive a copy of your order right after it is placed. When your order is shipped you will receive an email with a link to track the progress of your package, whether through FedEx or USPS.

Note: Please use a physical building address. If you prefer use a PO Box, you must use USPS shipping. Shipping charges to PO Boxes may be higher than $9.95; if you don't choose USPS shipping we will contact you to get an alternate physical address to ship through FedEx or permission to charge the extra shipping amount to your credit card. Packages shipped to AK, HI, PR, VI, and US Military APO / FPO addresses always ship USPS unless you choose air shipping (if available); the shipping cost will be displayed during checkout.

Orders placed Monday - Friday by 12PM CST for delivery in the "lower 48" Continental U.S. states are shipped the same day.

Shipping Outside the Continental US

We also will ship any items excluding cages outside the US lower 48 states (including APO / FPO addresses). Customers shipping to Alaska, Hawaii, and APO / FPO addresses are offered Priority Mail from the U.S. Postal Service. When shipping to APO / FPO addresses, enter APO or FPO for the City, choose the military destination under "State", leave Country as United States.

Customers shipping to international locations other than APO / FPO must ship using Priority Mail International from the U.S. Postal Service. It's more expensive but provides highly reliable 5 - 7 business day international delivery and you can track your shipment online; just add your items to the shopping cart and it will tell you what your shipping charges will be. International customers, please be aware you are responsible for any additional duties, fees, and taxes from your customs officials on shipments entering your country.

The current "Country List" in the shopping cart consists of countries we have received orders from. If your country is not listed and you want to place an order, contact
Lisa. We maintain the right to exclude countries with high fraudulent order rates from this country list. Also, please be aware the people in service at SunCoast only speak and write in English.

Security

We don't use a 3rd party shopping cart; the shopping cart is operated by us, it runs on our server, and we control it. The checkout process is secure, you see "https" instead of "http" at the beginning of the web page address, also indicated by a "padlock" at the bottom lower right of your browser screen or at the right end of the web page address bar. These symbols do not appear until you start submitting personal information - starting with when you click the checkout link, log in or create your account. All personal data including name, address, credit card information, and so on will then be encrypted (scrambled) for transmission over the Internet. SunCoast has access to this information through a secure link in order to ship products and provide customer service.

On any web site, you can tell a web page is secure by looking for the padlock; double click on the padlock to verify the web site page actually belongs to who you think it does and any information you submit will be encrypted.; Secure trusted encryption on this web site is provided by Thawte and credit card processing security by VeriSign; these two companies are the gold standard for credit card security on the web. When you purchase from us with a credit card, you can shop with confidence knowing your transaction will be secure.