Shipping & Return Policies
The current international pandemic from COVID-19 is currently impacting our business in the following ways:
We are still working hard to get your orders processed and shipped in a timely manner. Please be aware that depending on the shipping destination, your package may experience delivery delays. FedEx, UPS, and USPS have all been impacted by the pandemic and shipping times have been slower than usual.
- We work to ship out orders the same business day if your order is placed before 2:30 pm CST or the next business day after the order has been placed. For holidays and during physical inventory audits, we may take up to 2 business days to ship orders from our warehouse.
- Expedited Shipping: For expedited shipping, order must be received by 12:00 pm CST to ship the same day.
- Tracking for your order is emailed to you once your order is shipped out. Tracking updates are available typically within 1 day of shipping out.
- If you wish to reship an unclaimed, refused, or undeliverable package you are responsible for the new shipping cost. Unclaimed, refused, or undeliverable packages that are returned to us will be processed as a return and the original form of payment will be refunded, less any additional shipping expenses.
- We are not responsible for lost, misdelivered, or stolen packages, or packages that were sent to the address that was entered in at checkout that the customer failed to correct. If your tracking shows that your package has been delivered, please check with your neighbors and family members to make sure they did not receive it by mistake. Then feel free to file a claim with the appropriate delivery service.
- We are not responsible for return shipping costs when returning items for a refund or for lost returns. When shipping a return without the label we provide, we recommend purchasing tracking and keeping shipping receipts for your records.
Domestic Shipping Information
- Our shipping options for shipping within the U.S. are as follows. Business days are Monday through Friday only and do not include national holidays.
- Free standard shipping with estimated delivery within 7-10 business days.
- Orders under $75 that ship free will do so under the most economical shipping method, which can include but is not limited to services available through UPS, USPS, or FedEx.
- Paid shipping costs are calculated at checkout and are based on the weight of your package.
- Delivery dates for ‘Free’ and ‘Ground’ shipping are not guaranteed. We are not responsible for the package once tracking shows that the package has left our warehouse.
- Once the package has left our warehouse, Express packages are guaranteed to be delivered within the specified number of business days.
- If your Express order is placed after 2:30 pm CST, we will try our best to ship your order the same day, but cannot guarantee it. Then it is set to ship out next business day.
International Shipping Information
- All international packages are shipped via USPS or DHL and the various options available are presented at checkout. Rates are based on destination and package weight.
- Delivery times for international packages vary greatly depending on the final destination and can take up to 3 weeks from the time it has shipped until it is delivered.
- International orders are subject to duties/customs fees at the time of checkout. We collect these fees at checkout and remit them to the appropriate country/government as applicable.
- Orders refused at delivery and returned to us are subject to having return shipping costs withheld from any refunds issued once the package has been returned to us.
Need To Make A Return?
Hopefully you love everything you have purchased, but if something does not work out, select the option that best suits your needs.
Return Eligibility Requirements
Almost all items are eligible for a return, please see below for exceptions & rules:
- Items must be returned unworn and unwashed in addition to being smoke, pet hair, and damage free.
- Original tags (if applicable) must be attached & intact.
- If you feel you have received a defective or damaged item, please contact us within 7 business days of the delivery date.
- Final Sale items will not be accepted for return. Final sale items include Gift Cards and Custom Made products and items clearly listed as "Final Sale".
- Please note: Items will be shown as final sale when they are put in your cart and will also show up as final sale on the receipt included with your order.
- Please make sure to measure your dog and compare to the size chart before ordering. If you have questions on sizing. Please ask us.
How To Make A Return
Please contact us at firstname.lastname@example.org if:
- You believe your return is a result of our error (you received the incorrect item or the item is defection, etc.) and we will pay for your return shipping.
Return For An Exchange:
- We cannot provide exchanges or holds due to limited inventory. If an exchange is needed we encourage the customer to place a new order for the item(s).
Return For A Refund:
- Must be postmarked within 30 days of the delivery date.
- Return shipping costs are the customer’s responsibility. If using a label provided through our return portal, the customer agrees to have the cost of the shipping withheld from their refund.
- Refunds are refunded back to the original form of payment. If an order is placed using a gift card to pay partially or fully, please note that the refund will go back on to your gift card first.
Return For Store Credit:
- Must be postmarked within 30 days of the delivery date.
- If using a label provided through our return portal, shipping is free (U.S. customers only). Otherwise shipping costs are the customer’s responsibility.
To Start A Return:
- Send back the return yourself, using whichever shipping method you prefer (address provided below) -or-
- Send an email to email@example.com so we can walk you through the process.
When Mailing A Return:
- Please ensure your items are securely packaged! We are not responsible for items that are lost or damaged during their return to our warehouse!
- Please provide either the original receipt, packing slip, or include a piece of paper with your name and order number in the package.
- Send returns to the following address:
ATTN: Returns Department
5730 Venture Drive
Eau Claire, WI 54703
Returns are processed within 4 weeks of receipt and you will be e-mailed when your return has been processed. In most cases you well receive your refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Shipping costs are not refundable.
If An Ineligible Item(s) Is Returned To Us:
- Final sale items/returns postmarked after 30 days from the delivery date are subject to a restocking fee as long as these items are otherwise able to be resold (not worn, damaged, stained, etc). This restocking fee is equal to 10% of the original purchase price or $3/item whichever is greater.
For more information please feel free to Contact Us.