Billing

• Our Billing and Shipping Policies protect you from fraud.
• Our secure on-line credit card approval process matches billing address, credit card security code, and zipcode against credit or debit card records available to Authorize.net, our processing company. Inaccurate information or using a non USA credit cards prevents order completion. However, funds are authorized, held out from your credit or debit line, Funds are returned at a later date to credit or debit line. Authorize.net will not process the order to completion if your bank does not participate in AVS (Address Verification System).
• Address MisMatch Messages: Credit card company information does not match your entries, incorrect information is in card company's file, or your card is not based in the USA. For a non-USA based card that fails the AVS, stop. Each attempt reduces the amount of credit available to you. Phone Real Pet Water at (800) 409-9738 during business hours or fax your order to (800) 409-9738. On a case by case basis, Real Pet Water accepts cards without AVS capabilities.
• To protect against fraud, Real Pet Water may, under some circumstances, require verification of card ownership and physical possession. Fax the order, credit card information including expiration date and card security code, a xerox of the front and back of the credit card, and the top of a recent statement to (800) 409-9738.

• Information about credit card charges:
• Declined transactions are "authorized" against your credit limit. No actual permanent charge is made. Authorizations usually expire within three days.
• The "authorized" or "charged" amount of a purchase is "settled" against your credit card within two to three business days.
• Credits to a credit card usually appear within three to five business days after submission.

• Card Verification Number:
• (CVN) is an anti-fraud security feature to help verify that your card is in your possession. For Visa/Mastercard/Discover, locate the three-digit CVN number printed on the signature panel, back of card, far right. For American Express, the four digit CVN number is imprinted on the front, right, above the account number.

A processed order usually ships within one to five business days unless noted. For temporarily out of stock items or delayed shipments, you will be contacted by e-mail or telephone. If an item is permanently unavailable, the charge will be voided or a complete refund will be made to your card. We will notify you if this occurs.

Items ship directly from Real Waters Nevada’s warehouse or from off-site warehouses.

Contact Real Pet Water via fax, e-mail or phone for special orders or larger orders. Shipping costs can be customized to your location. Quantity discounts may be available.

All shipments will be shipped in 3 business days and please allow up to 10 business days for delivery. If the estimated shipping/handling charges substantially exceed actual costs, we will contact you. For international orders, actual shipping may exceed estimates. Real Pet Water contacts customers about shipping surcharges and reserves the right to assess these additional charges. Surcharges can include DHL address correction fees billed to Real Pet Water when customers give incomplete or inaccurate addresses. Currently surcharges are $8 for Ground Shipping and $13 for Express Shipping address correction fees.

Delivery confirmation numbers and freight delivery numbers are provided via e-mail for most orders if accurate e-mail addresses are provided when orders are placed. E-mails are sometimes blocked by anti-spam software from some e-mail services. Add realpetwater.com as an acceptable sender.