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FAQs
The global choice for humane animal handling and control equipment.
At ACES, we know animal handling isn’t one-size-fits-all. Our goal is to make sure every customer has the tools and knowledge they need to work safely, effectively, and humanely. Below you’ll find answers to some of the most common questions about our products, services, and company policies. If you don’t see what you’re looking for, please reach out — our team is always here to help.
Free Shipping
When Free Shipping is offered (on a promotion or special event, or free ship items) it only applies to the lower 48 states and is shipped via Fedex Standard Ground. Standard shipping rates will apply to all other locations including international.
Do you ship overseas?
Yes, we do ship overseas using Fedex (you can also arrange your own shipping), customers are responsible for all customs and duties. It is the customers responsibility to check all local and federal laws to ensure that the product is allowed to be imported. Should an overseas shipment be returned to us, you will be responsible for the return shipment fees, and possibly a restocking fee. If a Broker has not been nominated, Fedex will be clearing your shipment. We cannot ship dangerous goods overseas.
What type of payment does ACES accept?
ACES accepts all major credit cards, cash, checks and money orders. Unfortunately we cannot accept gift visa/american express cards.
Does ACES invoice customers?
Net 20 day accounts can be set up for agencies upon approval. We also accept online purchase orders for clients who have previously established terms accounts. To apply for an account please email [email protected]
What type of payment/terms does ACES accept for international customers?
International orders must be pre-paid for via wire transfer or via paypal unless prior arrangements have been made. All customs duties, taxes and legal compliance that the goods can be imported are the sole responsibility of the recipient (buyer). If for any reason that the item/s are returned due to restrictions or non-delivery you will be refunded for the item less the return shipping cost.
What is ACES’ Return Policy?
We want all of our customers to be satisfied with their purchases. We are happy to exchange or refund items that are not to your satisfaction if returned within 30 days of receipt of goods and have not been used. We happily exchange items that are defective. Custom Orders cannot be returned. Returns maybe subject to a re-stocking fee.
What steps should be taken upon receipt of an order?
Examine all new purchases immediately upon receipt. Note any defects and/or problems and contact us immediately with your concerns. ACES will be happy to exchange goods that are defective. Please download our “acceptance of freight” guidelines.
Does ACES charge a Restocking Fee?
Return of orders maybe subject to a restocking fee. Contact your ACES representative for details.
How quickly will I receive my order from ACES?
ACES endeavors to ship orders within 48 hours.
Do all products ship from ACES in Broomfield, CO?
Some products ship directly from our manufacturer in order to save time and additional shipping costs.
What type of shipping methods does ACES offer?
Fedex Ground, Express and overnight. LTL shipments will be sent via Fedex Freight. Fedex International Economy for overseas orders . Orders received after 2.30pm mountain will be processed the next day. USPS upon request. We are also happy to use your shipper upon request.
What are the exclusions in ACES promotions?
All Pneudart products, Net Gun Launcher and the Compact Max Scanner are not included in any promotion. Discounts cannot be combined with other discounts and/or offers including including free shipping items, distributor, quantity, conference and clearance discounts. Discount will only be applied to full priced items (excluding all Pneudart products, Net Gun Launcher and Compact Max). Discount cannot be applied to previous orders or back orders.
Which gloves are right for me?
Each pair of gloves has been designed to allow you to practice safe and humane animal handling techniques. Our gloves will offer you added protection and reduce the severity of injury if it does occur, please consider the following before deciding on what type of animal handling gloves you need:- What animals do I mainly handle cats, dogs, birds other animals?; Is dexterity more important; Do I require more crushing bite protection. These answers will help you to determine which gloves will work best for you. Should you need help, an ACES Representative will be able to advise you PH: 800 338 2237. Remember no glove should ever be considered BITE PROOF, and should be used with commonsense and caution!
How do I clean & care for my gloves?
For gloves that have leather/suede or vinyl on them, the best way to sanitize these gloves is to use a clean cloth and add soap & water to the cloth and wash down the the glove and then dry with a clean dry cloth. The cordura part of the glove on the critter glove can be cleaned the same way as the leather portion or you can spray with a non-bleach cleaner, leave for a few minutes then wipe dry. Another way is to turn the glove inside out and you can spray the inside with a non-bleach cleaner and leave to air dry. An option to stop the sweat inside the glove is to use a glove liner, such as nitrile glove and/or the Kevlar Sleeve, this is nice if you are sharing your gloves. Our fabric V-Pro Gloves can be washed on a gentle cycle but cannot be put into the dryer.
What is ACES’ Privacy Policy?
We do not store credit card information. We will contact you and ask for permission to charge/refund your credit card. We do not share our customer names or addresses with anyone.
What are the Terms & Conditions for Clearance & Final Sale Items?
Products in this section are either discontinued lines or scratch and dent seconds. We can not backorder lines in this section. There is a “no return, no warranty” on these products. All sales are final. Clearance prices represent savings off the original prices. Sorry, no price adjustments will be given on prior purchases. Should you have any questions please contact a customer service representative at 1.800.338.2237.
Exclusions for discounts and/or offers are: all Pneudart products, all Net Gun Launcher products and Compact Max Scanner are not included in any promotion. Discount cannot be combined with other discounts and/or offers including, distributor, quantity, conference and clearance discounts. Discount will only be applied to full priced items (excluding Pneudart). Discount cannot be applied to previous orders or backorders. These offers are valid only in the USA. When a minimum amount is required to receive a discount – shipping and handling are excluded.