- - help & faq
- help & faq
Thanks so much for visiting us! We know your time is precious and you must go pamper your Spoiled Sweet Pet, so we've created this HELP & FAQ page to provide you with instant answers to many questions. Don't worry, if you still need us, we're here to help!
POPULAR HELP TOPICS
FREQUENTLY ASKED QUESTIONS
Q: What is a "business" day?
A: Monday to Friday, except Holidays. Saturdays, Sundays and Holidays are fun days to spoil the furry kids.
Q: Should I measure my pet?
A: Absolutely! There are no size standards with regard to pet clothes and products. Each designer has different sizing guidelines. A "medium" for one designer may be a "small" or "large" for another. It's best to take current measurements and select the appropriate size based on the size chart provided in the product listing.
Q: How do I measure my pet?
A: To help ensure a proper fit and avoid any disappointment in receiving an incorrect size, grab your Prince or Princess and review our sizing guidelines. Need help? Just let us know your pet's measurements (neck, chest & length) at checkout.
Shipping, Order Status & Tracking
Q: Does FREE SHIPPING apply on all items?
A: You bet! FREE SHIPPING applies on ALL items for orders meeting the minimum purchase amount.
Q: How can I check the status of my order?
A: Sign In to your account*, Go to View Order Status and Go to View Order to see complete details. In addition you'll see any comments we may have added about your order - we like the personal touch!
* Tracking information will be provided when available. Please allow up to 24 hours after shipping for tracking information to appear.
Q: When will I receive my order?
A: An estimated shipping time frame will be provided to you in the shopping cart and at checkout or you can view the Shipping Details in the product listing for an approximate shipping date. Delivery is based on the shipping method selected at checkout. You can find the estimated delivery time right here in shipping information.
Q: Can you provide an exact date when a made to order item will be complete?
A: We'd love to, but unfortunately, we're not able to as it is dependent upon the designer's order volume. 99% ship within the estimated timeframe provided in the item listing (sometimes it may take a little longer around a holiday).
Q: Can I change or cancel my order?
A: So that we may get your items to you as quickly as possible, we begin processing orders right away and may not be able to cancel or make changes to it. If your order is still Awaiting Payment or Awaiting Fulfillment and you need to make a change or cancel it, please contact us in writing as soon as possible. Once we begin processing your order and the status is marked as Awaiting Shipment, Shipped or Completed, we will unable to cancel or make changes to it. Orders are not considered cancelled/modified until you receive written confirmation from us.
Returns & Exchanges
Q: Can I Return or Exchange an item?
A: We will happily accept most unused items for return/exchange. For exceptions and complete details including how to request a return, please review our complete Return Policy. HELPFUL TIP: many returns for sizing can be avoided by taking current measurements of your pup or kitty.
Q: I measured my pet but the item still didn't fit. Why?
A: If you measured your dog or cat properly but found the item still didn't fit your pet, it may simply be the wrong style. Dog and cats come in many shapes and sizes. Just like human apparel, at times, the size may be accurate but it just doesn't fit quite right. Sometimes it's a little trial and error to find the right item specifically for your pet's size, shape and coat.
Q: How do I use my store credit?
A: Sign in to your account. You may use the available balance by selecting pay using my store credit as the payment option at checkout. Any amount exceeding your available Store Credit balance will require an additional payment method.
Please allow 4 to 7 business days after your return has been delivered to us for processing. Sorry, but until we process your return, we are unable to provide the status but you can always check with the carrier to confirm the date your package was delivered so that you may get an estimated date of when your store credit will be available.
NOTICE REGARDING ORDERS DATED PRIOR TO 4/9/2015: We recently made a change to our website hosting platform. To use a Store Credit Code issued for an order placed between June 2014 and April 2015, simply enter your code in the Order Comments field at checkout and we'll take care of it for you!
Q: Do you offer coupon codes*?
A: We do! Sign up for our VIP (very important paws) Club to receive exclusive sales, specials, product updates & more.
* Coupon codes need to be entered at the time of checkout and do not apply on previous purchases. Unless otherwise noted, coupon codes do not apply on the purchase of sale, clearance or consumable items (treats, grooming products or supplements).
Q: Do you take special orders?
A: Absolutely. Please let us know the item you are interested in and we will certainly do our best to get it for you.
Q: Are collars, harnesses and leashes sold in sets?
A: Some collars, harnesses and leashes are available in SET combinations and when available, you may select and purchase the set by selecting it under the Item/Size option in the item listing. If a SET is not available, you may still purchase each item individually by selecting your preferred item and size under the Item/Size option and adding it to the cart.
Q: What does the (+ $x) after the item and/or size mean?
A: This is the item and/or size price adjustment that is added to the base price of the item. The price will automatically calculate after selecting your preferred item and size under the Item/Size option.
Q: What payment types do you accept?
A: We accept :: Visa, MasterCard, American Express, Discover or PayPal.
Q: Will I have to pay Sales Tax?
A: Shipping to the State of NJ will be charged sales tax of 7%.
Q: I'm trying to place and order and received a message that mail email address has already been used. Can you help?
A: Welcome Back! For your convenience, an account was automatically created for you when you placed a previous order. To reset your password, simply go to Sign In, enter your email address and click on Forgot Your Password? If you need any assistance, please contact us.
Still have a question?
- Please contact us. We're happy to help!