Shipping & Returns Policy For Our Luxury Pet Boutique
The Sassy Pup Dog Boutique Dog Clothing, Products and Accessories
RETURNS & EXCHANGE POLICY
Pets come in all sorts of shapes and sizes so we understand.
If you are not satisfied with your purchase, please notify us via e-mail at email@example.com
for an exchange
within 30 days of delivery of products. We will accept exchanges of most items with some minor exceptions/exclusions.
Items eligible for returns/exchanges need to be in its original condition, brand new, unused/unworn, with all tags and packaging attached, as original, free of odors or stains, pet hair, unwashed and in resell-able condition.
Items deemed returnable will be given a store credit or size exchange only, no refunds to credit cards.
Items returned will be given a size exchange or store credit minus any actual shipping charges incurred.
Items must be returned to us within 30 days of receiving RA # for a return.
Please e-mail us at firstname.lastname@example.org about a return/exchange.
not eligible for exchange/returns: sale/clearance items, special ordered items, custom made/embroidered items, anything we deem unhygienic for return and resale including but not limited to pet toys, dog diapers, male belly bands, dog food/water bowls, spa & grooming products, treats, dog carriers or pet slings carrier, pet beds, safety car seats, pet steps/stairs, strollers, play/exercise pens and dog blankets. Due to industry health regulations, these items are final sale and are not returnable. Engraved dog id tags are final sale as these tags are engraved with your personal information. Please double check all engraving before submitting order; if a typo is made by you, we unfortunately cannot replace this with additional fees. Once the id tags are processed, we cannot cancel/refund/change the id tags you ordered.
If we special order a product, size, color or custom design something specifically for you, this falls under the guidelines of final sale. Special ordered items will be noted on the product page that it is special ordered. Seasonal, holiday, special occasion, formal wear, birthday products will be allowed size exchange only for the exact same product, no store credit or exchanges for any other products so please review all product descriptions and size charts carefully. We do our best to represent all products with accurate descriptions and photos, however, a color or photo may look slightly different based on each individual's computer screen resolutions. If you are unsure about anything, feel free to ask us first.
number (RA #) and return address. Returns/exchanges will not be accepted
without an RA # or completed form attached with package.
envelope including the completed return form. NOTE: Missing tags or
or damaged items will not be accepted. We highly encourage insuring your
We recommend using a secure mail courier such as USPS, UPS, or Fed-Ex. We are not responsible for items lost or damaged in transit. If we do not receive the products, it is still considered your property and a credit will not be issued. Please allow up to 30 days to process all returns and exchanges.
All exchanged items will incur a minimum $7 shipping fee to reship the item you are exchanging. This will be charged to the same card you used for your purchase.
Items returned to us without prior notification or returns that do not comply with our return policy will not be accepted and will be returned to you. Please do not contact us and ask for an exception to our return policy. If you receive free shipping on promos and need to return all or part of the order, the actual shipping cost will be deducted on items for returns. Returns will be at our sole discretion and we reserve the right to make final decision about the condition of all items returned to us. You are held responsible for any damage caused by your pet to products. Please return all items in the condition you would like to receive your items. We cannot make any exceptions to our return policy so we kindly ask that you do not ask this of us. We ask that all our customers follow the same return policies to be fair to all our customers.
Once we receive the returned product, we will process your return. We offer the option of a size exchange or a store credit only. Store credit is calculated with product cost minus actual shipping cost incurred to us. (may be more than the discounted shipping rate we offer). Any exchanges will incur additional charges to reship items back to you. Shipping costs are non-refundable.
We encourage you read all relevant product descriptions, size charts, and always measure your pet accurately before you make a purchase. Please do not assume your pet is the same size in every product, always look at the size chart we provide for each individual product as each product comes from different manufacturers with different sizing. There is no such thing as a standard size. If you are buying a gift, ask the pet owners their sizes (neck, chest, length). Puppies will outgrow clothing and all pet apparel, so please take this into consideration prior to making a purchase. We cannot accommodate growth if you receive an item and the dog has outgrown the size you ordered so take this into consideration prior to the order if your dog is a growing puppy.
DAMAGED/INCOMPLETE WRONG ORDERS :
Damaged items, missing orders, or wrong items sent must be reported within 48 hours of receipt to with a detailed description.
Please contact us in writing via email within 48 hours of delivery of package (we have delivery confirmation on all packages). Retain all packaging material and original packaging. We will provide you instruction on how to replace the item.
: If you are missing items in your order, please contact us within 48 hours of receiving your package. We scan and document all items shipped in your order prior to packages leaving our warehouse so please check the box thoroughly before making a claim for missing products.
WRONG ITEMS SENT: We are humans and can occasionally make mistakes on items or sizing. Please notify us within 48 hours if this occurs for instructions on returning the items back to us. In case of shipments sent in or error, we will cover all costs associated with returning items back to us.
PRODUCT WARRANTY/DEFECTS : you must notify us of any defects within 48 hours of delivery for us to consider an exchange of defects. Anything beyond the 48 hour time frame will be considered usual wear and tear and we ask that you contact the manufacturer directly and handle the exchange with them directly. If we find that a return was due to misuse, we will not be responsible for replacement. If your pet chews through clothing, harness, toys, beds, carriers, collars, etc, it is considered normal wear and tear.
GIFT CARDS/GIFT CERTIFICATES:
All purchases are charged on your credit card at the time of check out, regardless if it is special ordered, custom ordered, back-ordered/out of stock. If you choose to cancel any item or the entire order, 20% restocking fee applies, no exceptions.
We stock about 80% of items listed on our online dog boutique.
Occasionally, we may run out of inventory on products, may need to special order items as a purchase is made, or ship items to you directly from product manufacturers.
Please review individual items for product availability and approximate ship times. We will note on individual products if it is a special order product or if it ships from manufacture.
MS : These items ship directly from individual manufacturer so please allow extra time to
ship products to you. These items are only available to
Oversize shipping fees will apply to these or any large/heavy products.
shipping fees do not apply to this category. We will bill your credit card
separately for additional shipping charges.
All in stock items usually ship in 2-5 business days, sometimes even same day. Orders processed will ship Monday – Thursday, minus major holidays and weekends.
Orders placed on Friday – Sunday will be processed the following Monday.
Out of stock or special order items may take anywhere between 5-30 days to ship so please keep this in mind before placing an order.
If a special ordered item is discontinued or unavailable, you will be notified via e-mail and you will be issued a refund.
Please also keep in mind the processing time + time in transit will being shipped.
If you need a product by a specific date or sooner, please contact us via e-mail so that we can confirm that we will be able to accommodate your request. We do offer next day shipment of all items in stock so please contact us to arrange this. We will bill your credit card for any additional shipping cost to upgrade your shipping. We will do our best to accommodate your circumstance if possible.
Once you place an order, it make take anywhere from 2-10 business days of transit time for orders shipped to U.S. addresses, depending on ship to address and the shipping method you select during checkout on our online dog boutique. We are located in CA so shipments to the west coast will be quicker than shipments to the east coast.
Once we hand a package to mail couriers, we have no control over delivery times, dates, or any delays that may occur. Therefore we are not liable for any delayed packages. We cannot guarantee ship times any time. We can only estimate based on the information provided to us by our mail courier.
We offer a discounted shipping rate of $6.99 * for first class shipping for purchases unless you opt to upgrade shipping method. We also offer alternate shipping methods that you can select during checkout.
OVERSIZE : The $6.99 discounted rate is not available for heavy or large items purchased. Large items include large beds, furniture, roller carriers, etc. Please note below that the ship times are only estimates, delays may occur , especially the busy during holidays. The ship time below does not include processing time, which is the time to process or procure an order prior to shipment. See individual product for estimate ship times. Express shipment is only available for all in stock items.
SHIPPING TO U.S. Addresses (includes Hawaii, Alaska)
$9+ USPS/UPS (large/heavy items)
$9-$15 for 2-3 days Priority Mail USPS/UPS
$28+ expedited 2-3 days UPS Air
Next Day Air shipping available on some items, contact us for availability
***Alaska/Hawaii/Virgin Islands: shipping for large heavy items like beds, furniture, gates, etc will incur additional shipping fees to these states. This is to cover the extra weight/cost of shipping to these locations. The extra shipping fees will be calculated after you check out, depending on what you order, weight, destination, etc. You will be billed separately for actual shipping charges for this.
The Sassy Pup Dog Boutique offers international shipping.
We can only ship to billing address for all international orders.
Orders shipped internationally will be marked with the actual value of the order, and you can expect customs and/or duties assessed by the ship to country. You will be responsible for paying for this separately as billed by the individual country. Orders shipped to international addresses will be at the buyer’s discretion. We cannot be responsible for lost or missing shipments to international addresses, so please purchase at your discretion. You may purchase insurance so please make a note during checkout if you would like insurance added to your package (usually $2-7, billed separately on your credit card). If no note is made, shipment to non
Canada Flat Rate Shipping:
$22.99 Canada-SMALL ITEMS (clothes, accessories, toys, etc
$27.99 Canada-MEDIUM ITEMS (small carriers)
$149.99 Canada-LARGE/HEAVY ITEMS (large carriers, beds, furniture, etc)
$44.99 Canada Express (small items only)
All Other International:
Standard (5-14 days) Express (2-5 days)
$50.01-$130 $30.99 $69.99
$130.01-$300 $40.99 $79.99$300.01 + + $50.99 $79.99
*additional shipping fees will apply to the above rates for large/oversize packages shipped overseas. This will be assessed at actual shipping cost to us depending on the weight and destination.
We will only use reliable couriers to ship your package. We use USPS, UPS and Fed-ex to ship all packages.
We usually do not have any problems with lost or damaged packages but they can occur occasionally so we provide shipping confirmation on all packages that go out.
If a package is returned to us undelivered for any reason, unknown address, missing information, unclaimed, refused at your address, incorrect information provided to us, or if the mail courier will not deliver to your street, you will be assessed additional shipping costs + $7-65 to reship products out. For items returned to us, it's the customers responsibility to contact us to have items reshipped. You must notify us if USPS or UPS will not deliver to your address. All undeliverable packages will incur a 20% restocking fee + actual shipping and packaging cost.
Some products/shipments do require signature confirmation upon delivery. If the item is returned to us because a customer did not pick up the package or are not available to sign for the package, you will incur additional shipping charges to reship this item or a store credit for the item minus actual shipping charges. Once an item is shipped, it is the customer's responsibility to be available for delivery/pick up of all packages. It is at our discretion to require signature confirmation on certain order/shipments.
If a package is scanned by the mail courier as delivered, whether it was accepted/signed by you or someone else at your residence, neighbors, porch, front office receptionist, receiving department, etc is considered delivered. We are not responsible for stolen or lost packages in transit otherwise. We ship most packages without signature confirmation unless you specifically request this ($1.50 additional). Please keep in mind that the mail couriers scan the UPC on packages while they are right in front of your door before it is delivered, so please do not attempt to make a claim otherwise. We monitor all proof of deliveries on packages that go out.
Any fraudulent charge backs made by a customer when an item is received where you are credited by the credit cards for items that are in your possession is sent to our collections department. Our team will work with an outside collections agency to recover this loss. So please, do not attempt this as we do not want to have this affect your credit scores.
Questions? Contact us any time via e-mail, we are here to assist you.