Achieving Balance and Harmony

CUSTOMER SERVICE

Online Store Policies

Which credit cards do you accept?
When will my order arrive?
To which countries do you ship?
What methods can I choose for shipping?
Can I order by phone?
Can I use a check or money order to pay?
Customers ordering from outside of the U.S.
Is there a limit to how many items I can purchase?
How can I check on an order I placed or get more information on CMI products and policies?
How can I sell Cesar Millan products at my store?
Disclaimer of Warranty; Limitation of Liability
Return and Exchange Policies

Which credit cards do you accept?

We currently accept Visa, MasterCard, American Express, Discover Card, and PayPal. Back to Top

When will my order arrive?

Most orders ship 2 to 3 business days from purchase date, and typically take 14-21 business days to arrive unless FedEx shipping was selected. If an item in your order is out of stock or on pre-order, you will be notified upon checkout on the order confirmation page. Pre-order release dates are listed on the individual product pages. We try to have back-ordered items available as soon as possible, generally in less than five business days. You will receive email notification from our warehouse when your order is shipped. Please note that we do not charge your credit card until your order is actually shipped, although an authorization for the charge amount may appear on your credit card statement or bank records. Back to Top

To which countries do you ship?

We ship to addresses in the U.S. and Canada (including Alaska, Hawaii and U.S.Territories). U.S. Territories include: American Samoa, Guam, Marshall Islands, Federated States of Micronesia, Northern Mariana Islands, Palau, Puerto Rico, and the U.S. Virgin Islands. Certain products are available for shipping outside the U.S. and Canada. Please note that shipping times outside the U.S. and Canada may be longer than the time periods specified above. Back to Top

What methods can I choose for shipping?

If your order qualifies for free shipping, you will have an opportunity to select this at checkout. All orders with free shipping will be dispatched via post mail, and can take up to 10 business days for domestic customers, and 21 business days for international. You may also select FedEx shipping options, which can be tracked through their website and arrive more quickly, depending on the service selected. (Please note that orders must be placed by 10:45 AM (Pacific Time) for the order to be shipped same day and on Friday if the order is not placed by 10:45 AM (Pacific Time) the order will not ship until the following Monday.) We do make an effort to ship express shipments same day whenever possible.Back to Top

Can I order by phone?

Unfortunately, we do not take phone orders at this time.Back to Top

Can I use a check or money order to pay?

We accept both. You can purchase Cesar Millan, Inc. products by sending your check or money order to:

Cesar Millan, Inc.
P.O. Box 11479
Burbank, CA 91510

If paying by check or money order, please make sure to include:

  • A check made out to Cesar Millan, Inc. for the total amount of the order, plus Shipping and Handling
  • Contact information, including phone number, email address, and shipping address
  • A list of products you would like to order, including quantity
  • When ordering the Illusion collar and leash set, please be sure to include your desired size (S/M/L) and color (Black/Red)
  • PLEASE NOTE: If you would like to make a foundation donation along with your mail order, please enclose a separate check or money order made out to the Millan Foundation.

IMPORTANT:

For orders shipping to California, add 9% tax.

To calculate actual shipping costs, place the items you would like in the shopping cart, then click Continue Checkout. On the next screen, enter your country, state/province and zip/postal code if available, then click calculate. The cart will show total applicable taxes and shipping without placing an order.

Please note that you are responsible for any use taxes or similar taxes imposed by your state of residence on purchases where no sales tax is added by us. Such use taxes or similar taxes are not included in our shipping charges. Back to Top

Customers ordering from outside of the U.S.:

Please note that you are responsible for any additional taxes, GST/HST, VAT, fees, customs duties, or brokerage charges normally imposed for import items in your country. These are not included in our shipping charges. Also note that all prices shown on the site are in U.S. Dollars. Your total amount will be converted to and charged in your currency by your credit card company at the exchange rate then in effect, and additional fees may apply. Check with your bank or credit card issuer for details on their currency exchange policies and fees. Back to Top

Is there a limit to how many items I can purchase?

No. Back to Top

How can I check on an order I placed or get more information on CMI products and policies?

If you're logged in, which you can do using the LOG IN button, you can see your order status by clicking on the ACCOUNT button. If you don't have an account, please call (818) 333-8300 or 001-818-333-8300 for international customers.

For information regarding any existing order, you can also get in touch with our customer service through the contact form.

Please visit the Products Page for more information on the DVDs, books, audio CDs and training aids, such as the Illusion Dog Training Collar and Leash set, that Cesar Millan, Inc. offers. If you have questions about the Illusion Dog Training Collar and Leash set, please visit our FAQs and Disclaimer. Back to Top

How can I sell Cesar Millan products at my store? - Wholesale Customers

If you would like to sell Cesar Millan products on your website, online store, or retail store, please visit cesarmillanwarehouse.com to learn more.Back to Top

Disclaimer of Warranty; Limitation of Liability

EXCEPT FOR ANY WARRANTIES THAT ARE EXPRESSLY MADE IN WRITING WITH RESPECT TO A PARTICULAR PRODUCT, ALL PRODUCTS ARE SOLD WITHOUT WARRANTIES OR REPRESENTATIONS OF ANY KIND, EITHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE, NON-INFRINGEMENT, OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND CESAR MILLAN, INC. HEREBY DISCLAIMS ANY SUCH WARRANTIES TO THE FULLEST EXTENT PERMITTED BY LAW.

TO THE FULLEST EXTENT PERMITTED BY LAW, CESAR MILLAN, INC. (AND ITS EMPLOYEES, DIRECTORS, OFFICERS, AGENTS, LICENSORS, LICENSEES, VENDORS, AFFILIATED ENTITIES AND THEIR SUCCESSORS AND ASSIGNEES) SHALL NOT BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE PRODUCTS OR YOUR USE OF THE PRODUCTS, EVEN IF CESAR MILLAN, INC. HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.

Still have questions or comments? Visit our contact form. Back to Top

Return and Exchange Policies

All returns or exchanges must be made within thirty (30) days of receipt of the original, unused product, and shipping charges are only refundable in the case of shipping errors or damaged merchandise. Cesar Millan, Inc. policies for specific products are as follows:

All exchanges must be for similar products.

DVDs and CDs: We only accept returns of DVDs and CDs that are unopened or were damaged during shipping. Damaged/defective exchanges are for the same title(s) as originally ordered, no exceptions.

Books, Calendars, and Posters: We can only accept returns of these items that are in original, mint condition. Hardcover books must have undamaged slipcovers.

Illusion Collars and Backpacks: The product must be sanitarily clean and undamaged, and you must return the original leash with the collar, and the backpack strap, in order to receive any refund or exchange. No exceptions. We would prefer that you include the original packaging and instructions, but inclusion of these two items is not necessary for a refund or exchange.

Dog Bones and Treats: Returns on edible dog products are handled on a case by case basis. Please email us with the reason you would like to return them at orders@cesarsway.com.

Dog Fleece Coats: The product must be clean and not worn/unused, with tags and original packaging included in the return package. If a coat is received worn, or without the original packaging, only 50% of the total product cost will be refunded.

Shipping Errors: The customer must notify Cesar Millan, Inc. within 5 business days of the receipt of the order regarding any invoice or packing slip discrepancies to be eligible for a refund or a replacement order.

10% Restock Fee on Returns: A ten percent restocking & return fee will be withheld from refunds for all returns, except those due to shipper error in product selection or quantity. This fee does not apply to exchanges.

Include in your return package: the reason for your return, the packing slip that was enclosed with your original order detailing the items you purchased, and wrap the package securely. If you are exchanging an Illusion Collar and Leash set, also include the size (S, M, L) and color (red or black) of the replacement you would like. If you do not have your packing slip, please indicate on a separate piece of paper the order number, the name address, and e-mail address of the person who purchased the order, along with the reason for the return. Enclose this with the returned item, and send the entire package to the following address:

CesarsWay.com - Returns
PO Box 11479
Burbank, CA 91510

Write “Return” or “Exchange” as appropriate on the outside of the package. Return postage is borne by the customer and is not refundable. For your protection, we recommend that you use UPS or Insured Parcel Post for your shipment, with tracking. We cannot make refunds or exchanges for lost items without verifiable proof of delivery.

If you would like to contact us directly, please e-mail us at: orders@cesarsway.com. Back to Top


-Customer Service







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