Office
Hours:
Monday - Friday
8 am- 6 pm (CST)
Saturday 8 am - 12 noon
Closed Sundays
SALES: 936-894-3292
FAX: 936-894-3100
ProGroom
6938 CR 344
Navasota, TX 77868
Parts are available for ALL our equipment by phone
or email. We have over 8000 parts for our pet tubs,
dryers, clipper vacs and other equipment. Please
call or email us for any part you need. |
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| ProGroom,
making Total Customer
Satisfaction our standard. |
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Security
Matters:
Transactions through ProGroom.com are safe. 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.
ProGroom.com uses advanced SSL technology
which encrypts your personal information to help
protect it from being decoded by anyone other
than ProGroom.
To verify SSL encryption, look for a small lock
( )
near the bottom of your browser window when accessing
your account. |
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What International Countries Do You Ship To and Types of Payment:
Payment Types Accepted:
We accept Visa, Discover, MasterCard and American
Express. The exact name of the cardholder must
match the shipping address during checkout. We accept direct deposit (bank transfer).
We Ship To:
Australia, Austria, United Kingdom, England, Netherlands, Denmark, Sweden, Norway, Ireland, New Zealand, Switzerland, Finland, Canada, Mexico, Puerto-Rico and Costa Rica.
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Method
of Payment: (Orders submitted on
weekends are processed on Monday.)
Credit
Card:
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)
Ordering by
Phone:
Our knowledgeable Service Representatives are
ready to take your phone order Monday - Friday
8:00 AM to 5:00 PM (CST). Call 936-894-3292 and one of our
knowledgeable Customer Care Representatives will
be happy to assist you.
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.
We do not ship to PO Boxes.
Wire
Transfers:
Wire transfers are fairly
simple and usually take 3-5 business days for
the transfer to be accomplished. The intermediary
bank charges $20.00 fees which are 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.
To arrange a wire transfer, contact Customer Care
at (936) 894-3292. |
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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. Then click on the product you
are interesting in viewing. A page with the product
and all information, specs and larger photo is
then viewable.
Shopping
Process/Checkout:
Here are some simple tips to ensure that your
shopping experience at ProGroom.com is easy and
pleasant: When you see an item/s you want to buy,
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, pattern, 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 checkout, we will ask you for your
name, telephone number, billing address, shipping
address, and credit card number. We do not ship
to PO Boxes. If you have concerns about submitting
your credit card information online, we do accept
phone payments, please contact us at 936-894-3292
or email a Customer Care Representative at
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Next, you'll be shown the subtotal amount of your
order, shipping and handling 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.
Once you have looked everything over, click on
"Confirm" and a page will appear that
confirms your order and gives you an order number
and sub-total. A copy of your order will be emailed
to you and to ProGroom. One we recieve your order,
we will email you a shipping cost and final total
for your approval or cancellation. If you approve,
reply to the email with your approval and we will
begin processing your order immediately. Since
you registered with us prior to ordering, you
will be able to view your order status directly
from your ProGroom account.
Determining
your sub total:
To see what your sub total will be without having
to start the online checkout process, on the top
right hand side of the pages, there is a running
number of items in your cart and the subtotal.
Starting the
online checkout process:
To begin the online checkout and submit your order
to us, view your Cart and follow the steps. Browse
our store and as you decide which items you'd
like to order, add them to your shopping cart.
When you're finished shopping, just click Checkout
in the shopping cart, provide the information
requested (shipping, credit card, etc.), and submit
your order. You will receive a copy of your order
in detail by email with a sub total and stating
your order is pending. You will receive an acknowledgement
of receipt by email from ProGroom which states
the total of your order including freight/UPS
and tax (if applicable) and subject stating "Awaiting
Approval". (See above). If you have questions,
you may email us at
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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 cost. We no longer match prices. |
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When
is my credit card charged?
Your credit card is not charged until the shipping
and final total of your order is approved by you,
either by phone, fax or email.
What
if something goes wrong with the ordering process
while I am placing on order?
Please go to the "Contact Us" area of
our web site and notify us of the specific trouble
you encountered and we will promptly see that
it is taken care of and (that) you are notified
immediately or call 936-894-3292 and one of our
knowledgeable Customer Care Representatives will
be happy to assist you.
How
long will it take to get my order delivered?
All orders are shipped (via UPS or Truck depending
on the weight of the product ordered) will ship
within 2 to 8 weeks of ordering based on stock
availability and if custom colors or (product)
were (ordered) chosen. To reduce damage, all items
over 30lbs are shipped via Truck. UPS orders will
ship Ground. UPS Ground typically takes 3-7 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). We cannot guarantee a shipment
by a certain date. It is just impossible to do
so.
Do I pay sales tax?
Product/s 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. |
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Shipping
Can I use my own
carrier?
Sorry, but in order to keep our records organized,
we need to use only our carriers.
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. Login to your
account, you will be taken to your account area
pertaining all information about your order status
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.
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
the damages are not noticed until after the driver
leaves, call the shipping company (UPS, Fed Ex
or ABF Carriers) as soon as the damage is
noticed and ask for a damage claim form or state
the drivers form that the product/s are damaged
and that you refuse the shipment.. It is the responsibility
of the shipping company to reimburse you for any
costs for damaged goods.
Motor Freight Deliveries
(Heavy Equipment):
Be
sure to inspect product 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. If the Bill
of Lading is signed clear we will not have a claim
with the freight company. To receive a refund,
your only recourse will be to file a claim directly
with the freight company that delivered your product.
If this should occur, we are available to assist
you with the process.
Damage product/s 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. 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.
For your protection, ensure that you are shipping
your return via an insured, trackable carrier.
Returns must be made within 30 days of receipt
or as stated otherwise on web site for each product
type, no exceptions all sales are final. 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. Just call 936-894-3292 and
we will do whatever we can to help you.
International Orders
International customers are responsible for all
duties, customs, taxes, and brokerage fees assessed
on products purchased from ProGroom. Our prices
do not include duties or value-added taxes. We
are not responsible for any delays caused by the
customs department or other government agencies
of your country.
Many countries impose tariffs and customs duties
on shipments from the United States. Any charges
at the delivery end are the responsibility of
the receiving customer.
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 shipped. No order is shipped without
follow-up approval from the ordering customer. 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.
International
Shipping Restrictions:
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 customs office if you have
any questions.
Laws are different in every country and we cannot
keep up with them all. It is your responsibility
to check with your Customs office to see if your
country permits the shipment of our products to
your country.
If for any reason the package is seized by Customs
Officials, we will not issue you a refund unless
all products are returned to us in their original
condition. If the package is returned to us by
Customs Officials, you are still responsible for
any shipping charges. |
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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 at
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
6936 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 allow1-2 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 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 at
, phone 1-936-894-3292, 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 15% 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 8:00 am to 5 pm CST time
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Product Warranty
See warranty card that came with your product/s.
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. We protect
your email from spammers.
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. Expedited
shipping charges will be the responsibility of
the purchaser.
.Do you still have
questions?
If you didn't find the answer you were looking
for, you can contact us at 936-894-3292 and one
of our knowledgeable Customer Care Representatives
will be happy to assist you or email us at
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