Welcome to our Specialty Pet Boutique! Customer satisfaction is very important to us and we want you to be happy with your purchase. Part of ensuring that happiness is knowing those fine details like when your order will ship and if an item can be returned. We've outlined below what we offer in regards to shipping, delivery and returns should the need arise. To be sure your expectations are met, we kindly ask that you review our shipping and return policies and if you have any questions or concerns, contact us prior to placing your order.
Shipping, Delivery and Order Processing
- Estimated Delivery
- Shipping Methods
- International Shipping
- Order Processing
- Modify or Cancel an Order
- Order Status and Tracking
Returns, Exchanges and Store Credit Information
SHIPPING & ORDER PROCESSING
LOW fixed rate shipping - Use the convenient shipping estimator located in your cart.
Estimated Delivery after your order has shipped (Oversized/heavyweight items may require a little additional time.)*:
- standard USA (48): 2 to 7 business days
- AK, HI, PR, APO/FPO: 3 to 15 business days
"Business" days are Monday to Friday, excluding holidays.
* See the item listing for the availability/estimated shipping date. Estimated delivery time does not include any delays the carrier may experience. If you need a guaranteed delivery, please contact us for a shipping quote.
The availability for each item is provided in the product listing. This is the approximate number of business days it will take before your in stock item(s) ship. Items will be grouped into the fewest shipments possible; therefore, the shipping date for some items may be extended. All items are based on availability and the listing on our website is not an indication of stock status. Some items may be made to order, special ordered or ship directly from the designer and have a longer availability.
Orders with multiple items may arrive in two (2) or more packages.
- Business Days are Monday to Friday and do not include weekends or holidays.
See: order status & delivery for information on viewing the current status of your order and tracking details.
ORDER MODIFY or CANCELLATION
In an effort to 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 you need to make a change to or cancel your order and the current status is Awaiting Payment or Awaiting Fulfillment, send us a message as soon as possible with requested changes.
If the status of your order is Awaiting Shipment, Shipped or Completed, we will be unable to cancel or make changes to it and you may return any unwanted items within the terms of our return policy. Sorry, but we are not able to process any change or cancel order requests left on our voice message system. Orders are not considered cancelled/modified until you receive written confirmation from us.
Orders are shipped via USPS, UPS or FedEx. Some items may ship from our NJ location, directly from the designer or our associated warehouse. In some cases, your items may arrive in separate packages (at no additional cost to you). Some packages will require a signature at the time of delivery. Please be sure the carrier has a safe place to leave your package and include any special delivery requirements in your order comments. We are unable issue refunds for stolen packages after delivery has been confirmed by the carrier.
HELPFUL TIP: Many returns for sizing can be avoided by taking a quick moment to take current measurements of your dog or cat and by following our sizing guidelines along with the size chart in the product description. It's best not to guess! Unlike human apparel, there are no size standards for pet clothes, collars, harnesses and products. A medium for one designer may be a small or large for another.
RETURNS & EXCHANGES
IMPORTANT: To keep the return process simple and easy, please review our return and store credit guidelines entirely and follow the instructions for submitting a RETURN REQUEST for a Return Merchandise Authorization (RMA) and our return address. To ensure the utmost accuracy, we are unable to process Return Requests or provide RMA's and return instructions via telephone.
We will happily accept returns for any reason on most unused items (with the exception of those noted below) for a Merchandise Store Credit. Our return address may differ from the address your package was shipped from; therefore; all Returns/Exchanges require an RMA (Return Merchandise Authorization) so that we may provide the address in which to send your return.
To initiate a return/exchange, follow these steps and submit a RETURN REQUEST within 7 days of original delivery.
STEP 1: Verify the item(s) is eligible for return (see return/exchange exceptions below)
STEP 2: Sign In to your account* (with the email address used at the time of checkout)
STEP 3: From your Orders, click on Return Item(s) to submit a RETURN REQUEST for each item you want to return/exchange.
Return Requests are processed within 1 business day (excluding weekends and holidays). For eligible items, we'll provide the return address in which to send your item(s). Sign In to your account to view your RETURN DETAILS, INSTRUCTIONS or STATUS.
REMINDER: our return address may differ from the address your package was shipped from. Please DO NOT return your items to the shipping address on your package. RMAs apply only on eligible items for the order in which it was issued and that are received within 21 days of original delivery at the address provided (any items received after this time period will be returned to you at your expense or will be donated). After your return has been delivered to us, a merchandise store credit will be applied to your account within 7 business days and you'll be able to reorder your exchange or any item on our site.
For health, hygiene and safety reasons, beds, blankets, belly bands, carriers, car seats, crates, playpens, steps and consumable items are FINAL SALE and are not eligible for return/exchange. In addition, custom made items, personalized items and sale or clearance items ending in $.85 are FINAL SALE and are not eligible for return/exchange. Holiday/seasonal items, made to order items, crystal/jeweled collars & leashes and boots/footwear will be subject to a 15% restocking fee (minimum $5).
Please check all items carefully upon delivery and before removing any tags. Eligible items are accepted for return in original/unused condition with the attached original tags/unopened packaging and completely free of all fur/hair. Any item(s) returned outside the terms of our return policy or that are not in unused/original condition (i.e. not completely free of all fur/hair, without the original tags attached, unopened packaging, modified in any way, show signs of wear, have odors etc.) will be accepted, solely at our discretion, less a return processing and/or restocking fee that will be deducted from your store credit.
FREE SHIPPING, COUPON or PROMOTION: return of items purchased on orders eligible for a promotional offer and/or coupon will void the offer if the return item(s) causes the order total to fall below the minimum purchase requirement and the deduction will be made from your store credit.
Refunds for returns are issued in the form of Merchandise Store Credit only. Shipping charges are non-refundable.
After returning your item, use your available Merchandise Store Credit to reorder your "exchange" or any other item of your choice.
As an extra security measure for our customers, we do not keep credit card information on file for any price differences or return shipping charges; therefore, we are unable to manually process exchanges.
After your return has been delivered to us, allow up to 7 business days (excluding weekends & holidays) for processing and for your Merchandise Store Credit to be applied to your account. Once your store credit has been applied, you may use any available balance to reorder your "exchange" or any other item of your choice. To avoid any delays in processing your return, be sure your RMA is clearly marked on your package and return to the address provided.
- Merchandise Store Credits expire 1 year from date of purchase for items returned with an RMA.
- Courtesy Store Credits issued for any item received outside the terms of our return policy expire 90 days from date of issue.
- Store Credits will be applied to the account under the email address used at the time your order was placed and may be applied to online purchases only (we are not able to apply store credits to phone orders).
- Sorry, but Store Credits cannot be transferred to another person or account.
- Store Credits may be used towards the purchase of any item(s) on our site.
- After your return has been delivered to us, allow up to 7 business days (excluding weekends & holidays) for processing and for your Merchandise Store Credit to be applied to your account.
To use your available Store Credit: Sign in to your account prior to checkout for the option of using an available store credit balance. Any amount exceeding your available Store Credit balance will require an additional payment method.
REMINDER: As an extra security measure for our customers, we do not keep credit card information on file for any price differences or return shipping charges; therefore, we are unable to manually process exchanges. Please see our Return / Exchange Policy for complete details.
Damaged, Defective or Incorrect Item
Try as we might, mistakes can sometimes occur. Please inspect all items upon delivery, prior to use and before removing any tags. If you've received a damaged, defective or incorrect item, contact us within 48 hours of receipt for assistance. After 48 hours, we can only accept returns within the terms of our Return Policy. Some designers/manufacturers offer a limited warranty within 15 to 30 days of purchase. We're happy to help. Please contact us for assistance.
Pet Damage: As no products are indestructible, we are unable to accept returns or process claims for a damaged/defective item if that "damage/defect" occurred as a result of your dog's or cat's playing, walking, running, pulling and/or chewing habits or from misuse.
Refused, Unclaimed or Unauthorized Returned Orders/Packages
Please be sure to obtain a Return Merchandise Authorization, follow our return guidelines and mail your return to the address provided. Returns sent outside the terms of our return policy will be subject to the following fees:
Refused, Unclaimed or Unauthorized Returned Orders/Packages will be subject to a restocking/return processing fee of 20% of the purchase price (minimum $5) that will be deducted from your store credit. Final sale and/or oversized/heavyweight items will be subject to an additional $15 return processing fee.
Any packages received more than 21 days from the date originally delivered will be accepted solely at our discretion. If accepted, the item(s) will be donated to a local rescue and a courtesy store credit will be issued less a return processing fee of up to 50% of the purchase price (minimum $5). Final sale and/or oversized/heavyweight items will be subject to an additional $15 return processing fee.
Refused, Unclaimed or Unauthorized Returned Packages will require additional time for processing and are processed within 2 to 4 weeks after being received by us. Courtesy Store Credits expired 90 days from date of issue.