Your order will ship within 2 days of placing your order. The current method is USPS flat rate which has an expected delivery of 3-5 business days. Each order placed will have delivery and insurance added. If you prefer to have your order shipped and expedited sooner please send me an email with your order number and arrangements can be made at your request.
Returns & Exchanges
Returns and exchanges are accepted on merchandise within 15 days of receipt. Items that have not been worn, used, washed, and/or altered. Item must be returned with original packaging and tags. No dog hair, smell, stains on items,and any other sign of use.
Original shipping charges non-refundable. Personalized, special order, dog beds, seasonal, and sale items final sale. View FINAL SALE ITEMS. We reserve the right to refuse a return or charge a restocking fee if these conditions are not met. We reserve the right to reject any return not postmarked within 15 days of receipt. Refunds for less than $3 are eligible for store credit only.
A 10% restocking charge will be applied to returned items. A 20% restocking fee is applied to pet items under Bedding category. The first exchange will not incur any restocking fees. A 20% restocking charge will be applied to each subsequent exchange. Customer is responsible for shipping fee for exchange shipment. Purchases placed with promotional discounts, then returned for exchange after discount period has expired, will not receive the discount on exchange.
Please note that if you received free shipping on your order and later decide to return part or all of your order, we will issue refund for the items returned, less shipping costs. For example, if you make an order for $310, then later decide to return an item priced at $60 with original shipping cost $14.95, we will issue a refund for total amount of $45.05 (returned item for $60 less $14.95 shipping).
INSTRUCTIONS FOR RETURN
Please email us at firstname.lastname@example.org with your Invoice Order # and the item(s) you wish to return or exchange. We will provide you with a Return Merchandise Authorization (RMA) number for each return/exchange within 1-2 business days of request. A valid RMA number must be clearly labeled on your return package in order to assure proper and timely return processing. We are not responsible for merchandise returned without a valid RMA number.
All returns must include the following:
Completed Return Merchandise Authorization RMA Form, must request by email at email@example.com
ATTN: RETURN DEPT (RMA#)
Email me for full address
Houston, TX 77075
You can specify on the RMA Form if you wish to exchange for different size, different product (include product name and any option specifications) or refund back to your credit card from the original purchase. Customer is responsible for shipping fee for exchange shipment.
We are not responsible for lost, stolen, or damaged return shipments. We strongly encourage you to place insurance on any items you send back to us. Upon your request and our receipt of the returned products, we will issue refunds for returned products. We will return payment, less shipping charges, to you within 30 days of your request. We will only return payments in the manner in which they were made (i.e. if you paid with a credit card, the refund would be issued back to your credit card).
REFUNDS & PROCESSING TIME
Returns and exchanges are completed within four weeks of shipping your package back to us. In many cases, your return/exchange will be processed sooner. We estimate four weeks because of the time required for return shipping (up to 15 days), product inspection at our returns facility (up to 5 business days), and processing time from your financial institution to post to your account (up to 5-10 business days). We will notify you via email with the details of your refund, and we issue refunds in the form of payment used to make your purchase. For exchanges, we will email you the exchange details including the amount due or refunded, and a tracking number for the exchanged goods shipped to you.
"AS IS" & FINAL SALE ITEMS
Personalized, custom made, items purchased on sale or discounted price, seasonal holiday items, and other special order items are not refundable and are final sales. Due to health regulations, all pet beds are non-refundable and considered final sale. If you need assistance, we will be happy to help you answer any product questions and find what's right for your pet. Clearance and SALE items are considered FINAL SALE. Clothing, collar, and harness items purchased on sale which do not fall under other categories (custom order, seasonal/holiday, personalized, etc.) may be allowed a one time exchanged for different size or store credit less 20% restocking fee. Please take the time to find the best size for your dog. If you are not sure, feel free to contact us for assistance with sizing or with any product questions.
ORDER CANCELLATIONS & CHANGES
If you wish to cancel part or your entire order after your credit card has been charged and the order has been processed but not shipped, you may be charged a 5% (domestic USA purchases) or 10% (international) restocking fee to cover the credit card and Paypal fees associated with your order. ONCE AN ORDER HAS BEEN PLACED, WE CANNOT MAKE ANY CHANGES. ANY CHANGES SUBSEQUENT TO ORDER PLACEMENT WILL INCUR A 10% PROCESSING FEE (ON TOTAL ORDER AMOUNT).
DEFECTIVE OR WRONG ITEM SHIPPED
We will happily exchange a defective product or one that is damaged in shipment to you. Please notify us within 48 hours of delivery so that we can promptly assist you. In such a case and solely at our discretion, you may be responsible for the cost of the return shipment to us.