Our Shipping Policy
Orders for in-stock items placed by 2pm EST will be shipped out the same day. Custom cut lengths or sewn items may not ship the same day. Orders for in-stock items placed after 2pm EST will ship out the next business day.
All orders ship from our warehouse in Greensboro, NC and most will go out via UPS Ground. Freight costs are based on weight and dimensions. A tracking confirmation email will be sent to the address provided in the order. Please note UPS does not deliver to PO Boxes or Military APO/FPO addresses.
We do not ship on holidays or weekends. We will notify you of any delays in shipping.
Changes to Orders
Want to make a change to your order? As long as we haven’t shipped your order, we’re happy to help. Call our customer service department at +1 888-667-7170 and we’ll make the changes for you.
At Rescue Direct, the best shipping rates are applied to all orders, regardless of where or how you buy.
Shipping Outside the US
Outside USA duties and taxes for international orders are to be paid by the customer. If refused, the customer will be responsible for any duties and/or freight paid by Rescue Direct, as well as any “abandoned merchandise” charges. Sales tax is applied to all U.S. orders. If your organization is tax exempt, please contact us prior to placing your order so we can remove the tax.
Heavy Weight Items
Heavy weight items or oversized items can generate higher shipping costs. Therefore, the freight chart does not apply to orders containing these items. Exact shipping cost cannot be determined until the weight is totaled and calculated against your shipping zone at the end of the day. International shipments are quoted on an individual basis, depending on destination, weight and dimensions.
Due to new UPS regulations, the shipping charges for oversized packages, such as litters or tripods, will be higher than normal shipping costs. If you have any questions about these changes and their effect on your costs, please ask our customer service representatives, available Mon-Fri from 8:30 a.m. - 5 p.m.
If you have HEAVY WEIGHT/OVERSIZED product(s) in your order, the entire order will ship UPS GROUND. If you would like items that are not heavy weight/oversized to be shipped sooner, please place a separate order for these items.
If you have any questions about product, order status or when your order will ship, please contact customer service by phone at +1 888-667-7170. For larger orders, or expedited shipping, please contact us.
Our Return Policy
Unfortunately, it happens! If you are not satisfied with a purchase from us, please feel free to return it. We accept returns on an unused item within 60 days of purchase.
There are two options for mailing back your return:
- Use our prepaid shipping label and have $4.99 deducted from your refund amount
- Use the carrier of your choice and ship your return to the address below
Send the unused and qualifying item back to the address below:
496 Gallimore Dairy Rd, Suite D
Greensboro, NC 27409
Select the shipping method that works best for you to access your shipping label and/or packing slip. A packing slip must be included in your package for the return to be processed.
You can select your shipping method and access your return documents here:
Returns may take 1 to 2 days to process once they have been received. We appreciate your patience.
If there was an issue with your order (e.g. we shipped you an incorrect item), please contact us at +1 888-667-7170 as soon as possible. After 60 days from date of purchase, we will not be able to verify inventory and may not be able to resolve the issue to your satisfaction.
Please contact our Customer Service team at +1 888-667-7170 if you have any additional questions.