FAQ'S

1. How do I contact you?
2. What are your hours of operation?
3. How secure is my transaction with you?
4. What is your privacy policy?
5. When will I receive my shipment?
6. Do you ship internationally?
7. What is your return/exchange policy?
8. Why is the item I purchased on backorder?
9. What are your legal policies?

Company Contact Info

PawPrintz Pet Boutique
925 Walden Lane
Lake Forest, IL 60045

For faster service please email us:
info@pawprintzpetboutique.com

Telephone:    847-482-9053

FAX:    847-482-0409

Customer Service:

Tuesday-Friday, 10:00 am - 4:00 pm CST
Saturday, 11:00 am - 3:00 pm CST

Placing Orders:

Orders may be placed by Internet 24 hours a day, 7 days a week.

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STOREFRONT SECURITY

We know that people who shop via the Internet are very concerned about the security of their transactions.  The goal of this page is to describe to you, our customer, the security practices in place on this storefront.

The Shopping Process

As you browse through our store and find items you would like to purchase, you add them to your virtual shopping cart.  This virtual shopping cart is actually a small text file, called a cookie, created by your browser and stored on your PC.  This text file is updated as you add/remove items from your cart while you shop. 

The Checkout Process

When you are ready to checkout, you can proceed to the "Checkout" page by clicking on the Checkout button, or by clicking on the "Checkout" link which appears on the menu bar at the top of every page. At this point you are taken to the first page of the checkout process. 

On this page you are asked to fill out a form to provide us with your name, billing/shipping addresses, desired shipping method, and payment method.  Currently, there are three payment choices to choose from:  1) Secure Credit Card, 2)  PayPal, or 3)  Mail in a Check or Money Order. 

If you choose option 1, you will need to enter your billing information in the spaces provided and click the "Check Out" button at the bottom of the page.  You will then be taken to a Credit Card payment page where you enter your credit card information.   

If you choose option 2, you will need to create an account with PayPal if you don't already have one.  

If you choose option 3, simply follow the instructions provided to submit your payment. 

Once this form has been completed and you click on the "Check Out" button, you will either be taken to a secure Credit Card payment page, to PayPal's secure site, or to a page with a printable invoice that you can use to either fax us with your Credit Card information or send to us with your check or money order in the mail. An e-mail is then sent to us so that we can start processing your order.  If you paid via PayPal, we will process your order once we receive confirmation of payment. If you are paying by mailing us a check or money order, we will process your order once payment has been received by us.

The Credit Card Payment Process

The "Credit Card Payment" page is ENCRYPTED using Secure Sockets Layer (SSL) web server technology. To verify security, you should be able to see a picture of a small lock in the lower right hand corner of your browser screen.  This means that your information is secure and safe.

At this time you will be asked to provide your Credit Card information.  We accept MasterCard, Visa, Discover, and American Express. 

When all of your information has been entered, click on the "Check Out" button at the bottom of the page.  At this time, our web server will initiate an ENCRYPTED connection with the Authorize.Net credit card verification service to either approve or deny your transaction.

If your transaction is approved, an e-mail receipt is generated by our web server and sent to us and to the e-mail address you provided.  Your credit card is charged at the time of your original purchase.

NO PAYMENT INFORMATION IS INCLUDED IN
EITHER OF THESE MESSAGES

In fact, there is only one way in which we can view your payment information, we can log on to the Authorize.Net service over an encrypted connection and view our transaction log.  The only reason we would ever do this would be to void a transaction for you in the event that you change your mind about a particular purchase.

Payment with PayPal

If you choose to pay via PayPal, you will be taken to a page that is ENCRYPTED using Secure Sockets Layer (SSL) technology. If you already have a PayPal account, just sign in and complete the transaction. If you have never paid through PayPal, just click on the button that says "click here" and follow the instructions to complete the transaction. You will be asked to enter your credit card information, billing address, e-mail address, and then will be asked to create a PayPal password. This password will enable you to use PayPal to pay any vendor that accepts it.

That's It

When we receive the copy of your receipt via e-mail, it will inform us of what you ordered and how much you paid.  If you have paid via PayPal, we will begin filling your order immediately. If you are sending payment by mail, we will begin filling your order as soon as we receive payment. 

Hopefully this information has been helpful to you.  If you have any other questions or concerns regarding our security standards, please feel free to contact us.

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Commitment to Privacy - Any information that you entrust to us via this Web site will be held in strictest confidentiality.  None of your personal information will be given or sold to any person or business unless prior authorization has been obtained.  We respect your privacy and appreciate your trust and business.


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SHIPPING

Delivery Times

For delivery times, please check the availability shown on the product(s) you purchase. Estimated shipping times are listed for each product on the web site. These are only estimates! In order to offer our customers a wider selection of merchandise, many of our items are shipped directly from a number of different suppliers and may arrive in several different packages. Because of this, items ordered together may arrive in many different boxes. Items that are shipped directly from our suppliers may have longer delivery times than those stated on our web site. Please allow additional delivery time for personalized or custom-made items.

Late Shipments

In order to provide our customers with a large selection of merchandise, many items are shipped directly from our suppliers and not kept in stock. As a result, some items may arrive later than the estimated shipping times stated on the web site. We make every effort to ship orders out as soon as possible. If your order arrived late, you must refuse the package or your are still liable for the sale and our normal return policy applies. If you accept the package, you will be held responsible for shipping the product back to us at your expense. If the product doesn't arrive back to us within five (5) business days from receipt, we will charge a 25% restock fee for the merchandise.

Domestic Shipping

We ship most items via UPS Ground, Airborne Express, Fedex & USPS. Shipping charges are based on the total amount of your order.  Large items such as beds and furniture include extra shipping surcharges for dimensions and oversize weights which are added into the total shipping charges.  If shipping charges will be more than what was calculated during checkout, we will contact you via e-mail. The following chart displays shipping charges within the contiguous 48 states.

International Shipping

Some international orders may require additional shipping charges. If additional shipping charges are required, we will contact you via e-mail for your approval of the added amount. If the item has already shipped and extra shipping charges are incurred, the extra shipping costs will be charged to the card on file for you. Any duties, broker fees or taxes are the responsibility of the customer and are not added into our shipping charges.  After an item is shipped, all transactions that involve Customs and other pertinent international agencies, including brokers, are between the customer and that agency and does not involve PawPrintz Pet Boutique.  If packages are shipped back to PawPrintz as undeliverable or because they were not picked up at Customs, etc. by the customer, the customer is solely responsible for charges to re-ship the package. If you have multiple items, we will hold the order and ship everything at one time. Please allow extra time for international shipping because our designers will not drop ship outside the United States, so we must wait for the item and reship out to the customer. We no longer ship large items such as dog beds international.

Special Shipping

If you would like a different shipping method than those listed on the "Checkout" form, please contact us for special pricing.


Shipping for Custom Made Items

These items are made to order by the manufacturer upon your purchase and can take between 2-12 weeks for delivery. We try to keep our site updated with approximate shipping dates on made to order items but customer should allow additional shipping time for these items as shipping times are subject to change. Because these items are made to order, your credit card will be charged at the time of your original purchase. You have 24 hours from the time of your original purchase to cancel or change a made to order item. Please make sure you cancel or change your order within this time period as we cannot accept returns/exchanges for personalized or custom made items. Custom Made items include, but are not limited to, Swarovski Crystal Collars, PuchiBag Carriers, ID Tags, Ceramic Bowls, Treat Jars, Feeders, Floor Clothes, Dorothy Bauer, Pet Furniture, David Salmon Pet Pavilions, Wrought Iron Dog Beds, Wooden Dog Beds.

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RETURN & EXCHANGE POLICY

Guarantee

EFFECTIVE AUGUST 1, 2004 - we will no longer issue refunds for returned merchandise. Returned merchandise can only be exchanged or returned for store credit.

We stand behind our products 100%.  If you are not satisfied with your product for any reason, you may return it within fifteen (15) days of receipt for an exchange or store credit good for one year.

Cancellations

You have 24 hours from the time of your original purchase to cancel your order for any reason. If you cancel your order after this time period you will be issued a refund (less a 25% restocking fee and shipping & handling charges). Custom made items cannot be cancelled after the 24 hour period. To cancel an order, we must receive your cancellation notice in writing via e-mail or fax. An order is not considered canceled until you receive an e-mail from us confirming your cancellation. If the order ships before this confirmation is received, you must either refuse the package or return the merchandise back to PawPrintz in it original condition within 5 (five) business days of receipt or our standard return policy will apply (store credit only). The customer is still responsible for the 25% restock fee, as well as the original shipping and return shipping costs. An order cannot be cancelled once it has been processed.

Defective or Damaged Items

If an item is defective, or you wish to return the item, you must contact us within 24 hours of receiving the purchased item. We reserve the right to determine whether or not an item is defective. We are NOT responsible for issuing refunds on merchandise due to wear from your pet. We reserve the right to determine whether or not an item returned is due to wear from a pet.

Back Orders

Because of the nature of our business, an item purchased may be on backorder from the designer and it is possible that we might not be notified of the backorder immediately upon your purchase. As soon as we are notified that an item purchased is on backorder, you will be notified via e-mail of an approximate shipping date and will be given the option to wait or cancel your order. If you decide to cancel your order, a refund for the full purchase price plus any applicable shipping charges will be processed immediately.

Custom Made Items

Custom orders cannot be exchanged or returned. Please note details within each item's description under availability. This includes personalization of any kind or anything not offered in our boutique by way of design, color, size, etc.

Returns/Exchanges

The following conditions apply to all returns and exchanges:

1. If you are not satisfied with your product for any reason, you may return it within fifteen (15) days of receipt for an exchange or store credit. Store credit is valid for one year from date of issue. All items returned to us must be in unused condition and in their original packaging and must be sent back to us via an insured method such as Fedex or UPS with a tracking number. The customer is responsible for the original and return shipping charges on all returns and exchanges. We do not accept any returns via COD. We apologize but we cannot accept returns for items received after fifteen (15) days under any circumstances and/or is not in its unused original new condition. A 25% restock fee will be charged to all returns received without an RA number or without the original tags still attached. We reserve the right to determine whether or not an item returned is in its unused original condition. **DO NOT SHIP COLLARS BACK TO US BUCKLED UP - THIS STRETCHES OUT THE HOLES AND THE COLLAR WILL BE CONSIDERED USED AND NONRETURNABLE!**

2. The customer is responsible for all return shipping costs on items being returned or exchanged. Store Credit and/or exchanges will be provided once the original purchased item has been received by us in its original condition. Customer is responsible for original and return shipping costs.

3. All returns and exchanges require a Return Authorization (RA) number to be issued.  Contact us within fifteen (15) days of receiving the purchased item, to receive an RA number prior to returning any items.  Items without RA numbers will not be accepted for return. Any items accepted will be charged a mandatory 25% restock fee.

4. We cannot give returns or exchanges for items lost or damaged during original or return shipping.  If item is damaged during shipping, it is the customer's responsibility to notify us and the shipping company within 24 hours of receipt of the item. All returned items must be sent back via insured methods such as UPS, Airborne Express, Fedex, or USPS Insured.

5. We cannot give returns or exchanges on custom made, engraved or personalized items, unless the product has defective workmanship. David Salmon Pet Pavilions, Pet Furniture Items, Wooden Dog Beds, Plush Dog Beds, Pet Carriers, D. Bauer Items, Crystal and Painted ID Tags, & Wrought Iron Dog Beds are NONRETURNABLE! Because of the unpredictable nature of pets, rhinestone and crystal collars are also NONRETURNABLE!

6. Please make sure you read the dimensions and weight limitations for each Pet Carrier and Dog Bed. Due to strict health regulations, we cannot accept PET CARRIERS or DOG BEDS for return or exchange.

7. All purchases of sale, clearance, and perishable items are FINAL.

8. Please measure your pet accurately as we will one accept one exchange per item. Every exchange thereafter will be charged a $15 fee. All exchanges are subject to shipping charges incurred to ship out the new item.

9. If your item has been shipped directly from the designer, please contact us and we will arrange for the item to be returned or exchanged. We cannot ensure proper credit if an item is returned to the designer without our prior notification.

10. Any packages returned back to PawPrintz as undeliverable and it is not due to an error on the part of PawPrintz, the customer is solely responsible for charges to re-ship the item to the customer.

If you  wish  to  return or  exchange your product,  simply just contact us.   We will  do our best to answer your questions and resolve the situation as quickly and as courteously as possible.  Again, thank you for your business!!!!


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LEGAL INFORMATION

Terms of Use

PawPrintz Pet Boutique, hereinafter referred to as "PawPrintz" welcomes you to our web site located at www.pawprintzpetboutique.com. PawPrintz is an internet based company and does not have a physical store front. The purpose of this site is to provide you with access to our wide selection of unique and upscale products for people and their pets. To ensure a safe, pleasant environment for all of our users, we have established these Terms of Use. In this way, you will know what you can expect from us and what we expect from you. Any information on this web site is subject to change without notice.

BY ACCESSING ANY AREAS OF THIS WEB SITE YOU AGREE TO BE LEGALLY BOUND, AND TO ABIDE BY, THESE TERMS OF USE.

Disclaimer

YOU EXPRESSLY AGREE THAT USE OF PAWPRINTZPETBOUTIQUE.COM IS AT YOUR SOLE RISK. NEITHER THE COMPANY, NOR ITS AFFILIATES, NOR ANY OF ITS OFFICERS, DIRECTORS, OR EMPLOYEES, AGENTS, THIRD-PARTY SERVICE OR CONTENT PROVIDERS ("PROVIDERS"), MERCHANTS ("MERCHANTS"), SPONSORS ("SPONSORS"), LICENSORS ("LICENSORS"), OR THE LIKE (COLLECTIVELY, "ASSOCIATES"), WARRANT THAT PAWPRINTZPETBOUTIQUE.COM WILL BE UNINTERRUPTED OR ERROR-FREE; NOR DO THEY MAKE ANY WARRANTY AS TO THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF PAWPRINTZPETBOUTIQUE.COM, OR AS TO THE ACCURACY, RELIABILITY, OR CURRENCY OF ANY INFORMATION CONTENT, SERVICE, OR MERCHANDISE PROVIDED THROUGH PAWPRINTZPETBOUTIQUE.COM; EXCEPT THAT THE COMPANY DOES GUARANTEE (THROUGH ITS "100% SATISFACTION GUARANTEE") THAT YOUR PURCHASE WILL MEET YOUR SATISFACTION, AND IF IT DOES NOT, THE COMPANY'S SOLE MAXIMUM LIABILITY WILL BE NOT MORE THAN TO ISSUE YOU A STORE CREDIT IN THE AMOUNT OF THE ORIGINAL PURCHASE PRICE (NOT INCLUDING SHIPPING & HANDLING CHARGES) OR TO REPLACE AND DELIVER AN EQUIVALENT ITEM AS SOON AS REASONABLY PRACTICABLE.

PAWPRINTZPETBOUTIQUE.COM IS PROVIDED ON AN "AS IS," "AS AVAILABLE" BASIS AND THE COMPANY SPECIFICALLY DISCLAIMS WARRANTIES OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. NO ORAL ADVICE OR WRITTEN OR ELECTRONICALLY DELIVERED INFORMATION GIVEN BY THE COMPANY OR ITS AFFILIATES, OR ANY OF ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, PROVIDERS, MERCHANTS, SPONSORS, LICENSORS, OR THE LIKE, SHALL CREATE ANY WARRANTY.

UNDER NO CIRCUMSTANCES SHALL THE COMPANY OR ANY OTHER PARTY INVOLVED IN CREATING, PRODUCING, OR DISTRIBUTING PAWPRINTZPETBOUTIQUE.COM BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES, INCLUDING WITHOUT LIMITATION, LOST PROFITS THAT RESULT FROM THE USE OF OR INABILITY TO USE PAWPRINTZPETBOUTIQUE.COM, INCLUDING BUT NOT LIMITED TO RELIANCE BY YOU ON ANY INFORMATION OBTAINED FROM PAWPRINTZPETBOUTIQUE.COM OR THAT RESULT FROM MISTAKES, OMISSIONS, INTERRUPTIONS, DELETION OF FILES OR EMAIL, ERRORS, DEFECTS, VIRUSES, DELAYS IN OPERATION OR TRANSMISSION, OR ANY FAILURE OF PERFORMANCE, WHETHER OR NOT RESULTING FROM ACTS OF GOD, COMMUNICATIONS FAILURE, THEFT, DESTRUCTION, OR UNAUTHORIZED ACCESS TO THE COMPANY'S RECORDS, PROGRAMS, OR SERVICES. YOU HEREBY ACKNOWLEDGE THAT THIS PARAGRAPH SHALL APPLY TO ALL CONTENT, MERCHANDISE, AND SERVICES AVAILABLE THROUGH PAWPRINTZPETBOUTIQUE.COM. BECAUSE SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, IN SUCH STATES LIABILITY IS LIMITED TO THE FULLEST EXTENT PERMITTED BY LAW.

BY MAKING A PURCHASE ON THIS WEB SITE YOU AGREE TO OPT IN TO OUR EMAIL LIST.

Third Party Content on the Web Site

The Company is a distributor and not a publisher of the Content supplied by third parties on the Web Site. The Company does not have editorial control over such Content. Any opinions, advice, statements, services, offers, or other information that constitutes part of the Content expressed or made available by third parties, including Providers, Merchants, Sponsors, Licensors, or any user of the Web Site, are those of the respective authors or distributors and not of the Company or its Affiliates or any of its officers, directors, employees, or agents. NEITHER THE COMPANY NOR ITS AFFILIATES, NOR ANY OF THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, OR AGENTS, NOR ANY THIRD PARTY, INCLUDING ANY PROVIDER, MERCHANT, SPONSOR, LICENSOR, OR ANY OTHER USER OF PAWPRINTZPETBOUTIQUE.COM, GUARANTEES THE ACCURACY, COMPLETENESS, OR USEFULNESS OF ANY CONTENT, NOR ITS MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE.

In many instances, the Content available through the Web Site represents the opinions and judgments of the respective Provider, Merchant, Sponsor, Licensor, subscriber, customer, or user, whether or not under contract with the Company. The Company neither endorses nor is responsible for the accuracy or reliability of any opinion, advice, submission, posting, or statement made on the Web Site by anyone other than authorized Company employees. Under no circumstances shall the Company, or its Affiliates, or any of their respective officers, directors, employees, or agents, be liable for any loss or damage caused by your reliance on any Content or other information obtained through the Web Site. It is your responsibility to evaluate the information, opinion, advice, or other Content available through the Web Site.

Image Color Disclaimer

PawPrintz Pet Boutique has tried to the best of its ability to accurately display the colors of all products on its pages. The actual colors you see will depend on your monitor and may not be accurate.

Copyright & Trademarks

All material on this web site, including but not limited to pictures, images, text, sounds, music, animation, Java, graphics, etc., is copyrighted material. All Rights reserved by PawPrintz Pet Boutique™ and no material anywhere on this web site may be copied, disseminated, reproduced, downloaded, or published without the express written permission of the owner of PawPrintz Pet Boutique™. Any reproduction in any manner is strictly prohibited. Copyright infringement is a violation of Law and subject to criminal and civil penalties. 

PawPrintz Pet Boutique™ and PawPrintz™ are trademarks of PawPrintz Pet Boutique™.  The trademarks used or referred to on this web site are the exclusive property of PawPrintz Pet Boutique™ and may not be used in any way without written consent. The names, logos and icons identifying names, products and/or services are proprietary trademarks / service marks of PawPrintz Pet Boutique™.

The Company's Rights

PawPrintz Pet Boutique, hereinafter referred to as "The Company" is not responsible for screening, policing, editing, or monitoring Content (including User Submissions). The Company (or its Affiliates) may elect, but is not obligated, to monitor, electronically or otherwise, areas of the Web Site and may disclose any Content (including User Submissions), records, or electronic communication of any kind and information you provide to the Company or its Affiliates, through the Web Site or otherwise (i) when we believe disclosure to be appropriate to comply with any law, regulation, or government or law enforcement request or to comply with judicial process; or (ii) if such disclosure is necessary or appropriate to operate the Web Site; or (iii) to protect the rights or property of the Company, users of the Web Site, Affiliates, subscribers, customers, recipients, Sponsors, Providers, Licensors, or Merchants. Subject to the "Copyright Agent" provisions above, if notified of allegedly infringing, defamatory, damaging, illegal, or offensive Content, the Company may investigate the allegation and determine in its sole discretion whether to remove or request the removal of such Content from the Web Site.

The Company reserves the right to prohibit or remove conduct, communication, or Content (including User Submissions) that it deems in its sole discretion to be harmful to users of the Web Site, subscribers, customers, recipients, Providers, Merchants, Sponsors, or Licensors, content or service providers, the Company or its Affiliates, or any rights of the Company or any third party, or to violate any applicable law. Notwithstanding the foregoing, neither the Company, nor its Affiliates, Providers, Merchants, Sponsors, or Licensors can ensure prompt editing or removal of questionable Content after online posting. Accordingly, neither the Company, nor its Affiliates, nor any of their respective officers, directors, employees, agents or employees, nor any Provider, Merchant, Sponsor, or Licensor shall assume liability for any action or inaction with respect to conduct, communication, or Content (including User Submissions) on the Web Site.

Online Conduct

Any conduct by you that in the Company's sole discretion restricts or inhibits any other user from using or enjoying the Web Site will not be permitted. You agree to use the Web Site in accordance with these Terms of Use and only for lawful purposes.

You agree that you will not use the Web Site to send unsolicited advertising, promotional material, or other forms of solicitation to other users, except in specified areas, if any, that are specifically designated for such a purpose. The provisions of these Terms of Use are for the benefit of the Company, its Affiliates and the Web Site Providers, Merchants, Sponsors and Licensors, and each shall have the right to assert and enforce such provisions directly against the violator on its own behalf.

Indemnity

You agree to indemnify, defend and hold harmless the Company, its Affiliates and any of their respective officers, directors, agent or employees, from and against any and all liability, claims, costs and expenses (including without limitation reasonable legal fees and expenses), brought by any third party alleging, arising, related or resulting from your use (or use by any third party using your account) of the Web Site in violation or breach of the Terms of Use.

Termination of Usage

The Company may terminate your access, or suspend your access to all or part of the Web Site, without notice, for any conduct that the Company, in its sole discretion, believes is a violation or breach of these Terms of Use, is in violation of any applicable law or is harmful to the interests of another user, customer, recipient, subscriber, a third-party Provider, Merchant, Sponsor, Licensor, content or service provider, the Company or its Affiliates.

Applicable Laws

Pawprintzpetboutique.com is controlled by the Company from its offices within the United States of America. The Company makes no representation that this Web Site or the Content is appropriate or available for use in other locations, and access to them from territories where Content is illegal is prohibited. Those who choose to access this site from other locations do so on their own initiative and are responsible for compliance with applicable local laws. Any claim relating to this Web Site, the services provided through this Web Site or the Content shall be governed by the internal substantive laws of the State of Texas without regard to its conflict of laws principals. The exclusive venue and jurisdiction for all claims and disputes arising under the Terms of Use or in connection with this Web Site shall be the appropriate state or federal courts located in Cook county in the State of Illinois and you and we hereby submit to the exclusive jurisdiction of these courts.

Acknowledgment and Changes

This Agreement represents the entire understanding between you and the Company regarding your relationship with the Company and use of the Web Site and supersedes any prior statements or representations. YOU AGREE TO BE BOUND BY THE TERMS OF USE by accessing any areas of the Web Site.

We reserve the right to change the Terms of Use at any time. If we make any change to the Terms of Use, we will post those changes on this, or any other appropriate page, and they will become effective upon the later of 1) the date specified by the Company, if any, or 2) the posting. By accessing the Web Site after changes are made to the Terms of Use and posted on the Web Site, you agree to be legally bound and to abide by the amended terms.


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