Frequently Asked Questions

Ordering Options

1.  Electronic Mail
Download our order form and use it as a guide to include all information needed for your order. Email your order to
pacificraininfo@comcast.net

2.  Postal Mail
Download and print our order form. Fill it out and enclose a check for the total including any tax and shipping amounts. We will send you an email letting you know when your order has arrived. Our mailing address is:
Pacific Rain^TM
PO Box 39807
Lakewood, WA 98439-0807

3.Telephone
Call (253)503-1282. Our office hours are USA Pacific Standard Time 9:00am to 6:00pm, Monday-Friday. If we do not answer, we may be serving another customer, out of the office, or you may be calling during non-office hours. Please leave your name, telephone number including area code, location and the best time to call you back. We will make every effort to return your call ASAP.

Shipping, Handling and Taxes

Sales Tax
All Washington State Residents add 8.8% sales tax

Collars & Leashes
1-3 items add $4.00 priority shipping
4 or more items, shipping will be calculated by actual weight and destination

Surcharge Products:
Some items, requiring extra packing and handling; may include an additional "shipping surcharge". The additional cost will be noted within the specific product item you have selected. We reserve the right to add this charge; if it is not included in your order dollar total.

All Other Items

1st Class Shipping will be calculated by actual weight and destination

INTERNATIONAL SHIPMENTS - Request a shipping price quotation.

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Customer Satisfaction Policy

Pacific Rain^TM firmly believes in 100% customer satisfaction. As our customer, you are very important to us, strongly influencing our future direction and the products we sell. If upon receipt you are not 100% satisfied, we will do whatever is necessary to make your purchase right, restore your confidence, and make your experience with us a pleasurable one.

Trim Wear
Trims will wear differently depending on numerous factors including the activity level of the dog, the materials used to manufacture the trims, and the weave structure. Collars cannot be returned/exchanged due to trim wear.

Activity Level of the Dog
Dog’s that are extremely active, both indoors and out, or dogs that scratch excessively will wear the trim on the collar more quickly than low active dogs.

Materials Used to Manufacture the Trim
Trims with a high metallic content will wear quicker than non-metallic trims

Weave "Loops"
The tighter the weave the more difficult it becomes for the trim to break down. Loose “loops” can snag easier than tiny tight loops.

Pacific Rain guarantees the structural integrity of the collar for the life that you own it. The trim life will very depending on the various factors described above. Collars cannot be returned or exchanged due to trim wear.

Pacific Rain^TM products are not guaranteed against scratching, chewing, and excessive pulling. Dogs should never be tied out Pacific Rain^TM collars.

Other Exchanges (changed mind, didn’t like, incorrect sizing etc.) are subject to a $10.00 processing/restocking fee.

We are more than happy to work with you to ensure you are totally satisfied with the items that you order – please email us at pacificraininfo@comcast.net if you have any questions about your order or our policies.

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Return Policy

Even exchanges are only given in the case of defective or damaged merchandise, and awarded on a case by case basis. You must notify us within 10 days of the invoice date. As unlikely as it is, should you receive your collar and find any defect in the construction/design, or stain or flaw, etc., please notify us via email and explain the problem. I’ll request that you then mail the collar back to us, at which point we will either exchange it for another of the same value, or issue you a credit

A word about breakage: The chances of your collar breaking are slim to none. However, please examine the collar and/or leash from time to time to ensure that nothing is breaking down or that the dog has not scratched or chewed weak spots into the webbing. You will receive instructions on how to care for your dog’s collar and/or leash with your order.

If there is any problem with your order (size, sent wrong item, etc.) DO NOT remove the tags. They must be attached for all exchanges and/or refunds.

Custom Orders:
Unfortunately Pacific Rain cannot offer returns of Custom or Specialty orders. Pacific Rain^TM will however do its best to correct any concerns that may arise.

ALL CANINE COMFORT ITEMS ARE NON-RETURNABLE.

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Collar/Lead Limited Structural Warranty

Pacific Rain^TM guarantees the structural integrity of our collars and leads for the life that you own the product. Components covered in the warrantee include metal hardware (D-rings and slides), webbing, and workmanship (reinforced structural stitching at junction points). If any of the listed components should fail you may return it to Pacific Rain for an equivalent replacement collar/lead. This warranty does not apply to any failure defects caused by chewing, misuse, modification, unauthorized repair or alteration, failure to follow proper washing and care instructions, or causes external to the product such as excessive heat, burning, cutting, or acts of God. All original components must be returned to receive a new collar/lead.

Methods of Payment

The current acceptable methods of payment are cash, checks and money orders. We will be able to accept credit cards in the near future.

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Wholesale Orders

Wholesale pricing is available for non-profit organizations and retail operations. Please contact us by email at pacificraininfo@comcast.net for further information.

Donations

Pacific Rain^TM strongly believes in supporting groups that assist dogs in finding permanent, loving homes. Last year we donated over 30% to groups in the form of monetary and merchandise donations.

Write or email Pacific Rain^TM with the following information:
1. Name of Organization
2. 503C Non-Profit Number
3. Mailing address (where to send item)
4. Date item is required
5. How the item will used to raise money
6. Estimated fundraising event audience size

Because of the large number of donation requests we receive (almost daily), We simply cannot fulfill every request. Due to the increased volume of requests we find it necessary to ask that all proceeds from donations *MUST* be used for non-profit organizations that help find homes for Greyhounds or other breeds.

NOTE:   Submission of a donation request does not guarantee the request can or will be fulfilled although Pacific Rain^TM will do its best to accommodate donation requests. Priority will be assigned in the order requests are received. Requests will be accepted starting January 1st of each calendar year. Please forward all requests at least one (1) month prior to the date you would like to receive the item for donation.
Email:  pacificraininfo@comcast.net
Put "Fundraising" in the subject header line
Mailing Address:  Pacific Rain, PO Box 39807, Lakewood, WA 98439-0807

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All content of this website copyrighted to Pacific Rain^TM 2003 - use without permission of Pacific Rain^TM is strictly forbidden.