Frequently Asked Questions

Please look through these Frequently Asked Questions below to see if they solve any issues you are having. If you have additional questions feel free to email us.

PAYMENT TERMS

QUESTIONS

SECURITY

SHIPPING

PAYMENT TERMS

Do You Have Credit Terms?

Yes we do. Credit terms are subject to approval with either a net 10 or net 30. If you already have net terms with us, please call or fax your order. Our fax number is 1-641-628-9797. To request net terms please call or email us with your request. Approval may take up to two weeks.

What Type of Payment do you Accept?

We accept Visa, Mastercard, Discover and check. Payments may be sent to:
Pella Products, Inc.
PO BOX 324
Pella, IA 50219
Checks/money orders made out to Pella Products

QUESTIONS

Is There a Tracking System on your Site?

If you create an account and then sign into that account, you can track the progress of your orders.

What if I have a Problem with my Order?

We take great pride in our customer service and guarantee your satisfaction. Please notify us as soon as possible in order to rectify any problems you may have with your order. See RETURNS/EXCHANGES for further information.

What if I have a Special Request?

Special orders may be requested, please call or email us for details. Note: Special embroidery or personalizations are not returnable.

How do I know what Size to Order?

Click on Size Charts and the measurements will guide you to what sizes you will need. Use tape measurement to go over chest/waist/or your abdomen.

What is your Return Policy?

Garments must be returned within 30 days for exchange or credit if they have not been worn, washed, and/or do not have embroidery. See garment description for full details. The garment must still be clean. If a garment is defective the garment may be returned for inspection to determine if it is to be replaced or repaired. Returns are subject to inspection.

Please call 1-888-262-9971 for return authorizations. Send garments to:
Pella Products
Returns Dept.,
1359 Hwy 63 South
New Sharon, IA 50207

Credit may be issued to either your account or the original credit card used for the order. Please enclose a copy of the packing slip and what you would like us to do. You may also reorder over the phone for faster service. GARMENTS WITH EMBROIDERY WILL NOT BE ACCEPTED FOR EXCHANGE OR CREDIT. We credit the garment price to you-shipping costs are not refundable

SECURITY

How Secure is your Site?

All communications to and from this site are encrypted using SSL technology. We use PayPal's PayFlowLink technology so that your credit card information is never stored in our systems.

SHIPPING

Can I have my Order shipped Postal instead of UPS?

Yes you may. Please phone in or email your order if you would like this service. Package(s) will be charged according to weight.

Do you Ship Internationally?

At this time, we only ship to certain countries due to high risk and fraud. Shipping costs to foreign countries vary. We will e-mail you on shipping costs and whether we may ship or not. Please provide your email or fax if possible.

How Long will it take to Receive my order once it is Placed?

  • Shirts, Sweaters, and regular Jackets with vet caduceus or personalization will take 5 to 10 working days.
  • Bibs/Coveralls/Palpating Jackets Already embroidered will go out within 2 business days unless there are shirts and sweaters that go with it or unless that item is currently out of stock. Customer may specify for whatever is available to go out first and backorder will soon follow.
  • In the case of backorders or discontinued items, "N/A" or "Discontinued" will be written and circled on packing slip or something similiar to inform customers they are not currently available.

How will my order be shipped?

Your package will ship out best way. Depending on location, your package will deliver as follows for in-stock items:

  • For the Midwest- 3-4 working days.
  • For the East-4-5 working days
  • For the West- 4-5 working days

What are your Shipping Charges?

Shipping charges are as follows:

Order AmountShipping Cost
Under $25.00$8.75
$25.01–$50.00$9.75
$50.01–$75.00$10.75
$75.01–$100.00$11.75
$100.01–$125.00$12.75
$125.01–$150.00$13.75
$150.01–$175.00$14.75
$175.01–$200.00$15.75
$200.01–$300.00$18.75
$300.01–$400.00$19.75
Over $400FREE
Add $2.00 for each additional $100 increments after $200. For Alaska and Hawaii add an additional $7.00.