Home » Shipping & Returns Policy For Our Luxury Pet Boutique

Shipping & Returns Policy For Our Luxury Pet Boutique

The Sassy Pup Dog Boutique

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 orders@sassypup.net for an exchange within 14 days of delivery of products. We will accept exchanges of most items with some minor exceptions. Items eligible for returns/exchanges must be in its original condition in brand new condition, unused/unworn, with all tags and packaging attached, without odors or stains, pet hair, unwashed and in resellable condition. Items deemed returnable will be given a store credit or size exchange only, no refunds. Items returned will be given a size exchange or store credit minus any actual shipping charges incurred. Items must be returned to us within 14 days of receiving RMA # for a return, no exceptions, sorry we cannot accept returns that are months old. You have14 days to e-mail us about a return/exchange and it must be postmarked within 14 days of delivery confirmation.

Items not eligible for exchange/returns: sale/clearance items, special ordered items, custom made/embroidered items, anything we deem unhygienic for resale including but not limited to pet toys, dog diapers, male belly bands, dog food/water bowls, spa & grooming products, treats, dog carriers or slings, pet beds, car seats and blankets. Due to health regulations, these items are final sale and are not returnable, no exceptions. If we special order a product, size, color or custom design something specifically for you, this falls under the guidelines of final sale. 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.

Please read all size charts for every single product for the best fit. If you need assistance about sizing, contact us prior to purchase at info@sassypup.net for assistance. Keep in mind there are no standard sizing for specific breeds, all dogs in the same breed will have different measurements. There is no such thing as a specific size for a certain weight as a skinny 5lb dog will wear a different size than a thicker 5lb dog.

RETURN INSTRUCTIONS:

       1.    Contact us at orders@sassypup.net to get a return merchandise authorization
              number (RMA #) and return address. Returns/exchanges will not be accepted
              without an RMA # or completed form attached with package.

2. Complete return form attached with package

       3.    Repack items in its original packing, ship item(s) in a sturdy padded box or
              envelope including the completed return form. NOTE: Missing tags or crumpled
              or damaged items will not be accepted. We highly encourage insuring your
              package.

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.

Once we receive your returned item and item is deemed to be in sellable condition, your replacement item will ship out or you will receive an e-mail with a coupon code for store credit. Please allow up to 30 days to process all returns (store credit or reshipment of different size).

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 at your shipping cost. Please do not contact us and ask for an exception to our return policy. You will be responsible for cost to reship items back to us for a return or exchange. 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. You do not want to receive the above pet products used, so please respect our return policy. Items returned to us without prior notification or missing RMA # will be returned to sender. 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.

DAMAGED/INCOMPLETE WRONG ORDERS :

Damaged items, missing orders, or wrong items sent must be reported within 48 days of receipt to with a detailed description of the damage.

Please contact us within 48 hours of deliver of package. Retain all packaging material and original packaging. We will provide you instruction on how to replace the item.

If a product looks damaged in transit, please do not open package. Simply return the package to mail courier with instructions to return to our Pet Boutique and notify us immediately. We will happily exchange any defective items at our sole discretion and final decision if the item received is defective or damaged during transit. If you receive an item that is defective or damaged, you will receive the same exact product as a replacement or an equivalent product at our discretion.

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 timeframe will be considered usual wear and tear and we ask that you contact the manufacturer directly. If we find that a return was due to misuse, we will not be responsible for replacement.

MISSING ORDERS: 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.

GIFT CARDS/GIFT CERTIFICATES:

Gift certificates cannot be returned or exchanged for cash. They must be used for purchase of products in our dog boutique only. Gift certificates from The Sassy Pup Boutique have an expiration date of 1 year.

ORDER CANCELLATIONS:

If you wish to cancel all or part of your order once you place an order with our dog boutique and your credit card has been charged and the order is in processed status but not shipped, you may request order cancellation. Orders cancelled will incur a 20% fee to cover credit card fees we are assessed for your purchase. We are charged this credit card fee even if we cancel your order so your refund will be deducted minus this fee, no exceptions. Orders may only be cancelled if it has not shipped. If an order has shipped and if the package is later refused, attempted delivery, returned to us for any reason or you cancel the order, we will deduct the 20% restocking/credit card fee + actual shipping + packaging costs we incur. We reserve the right to make the decision to cancel any orders at our discretion.

All purchases are charged on your credit card at the time of check out, regardless if it is special ordered, custom ordered, backordered/out of stock. If you choose to cancel any item or the entire order, 20% restocking fee applies.

Please read our shipping and return policy thoroughly before making a purchase. We reserve the right, at our sole discretion to add/change/remove any or all parts of this policy at any time and these changes will be effective upon posting on our website. By purchasing items from our online pet boutique, you understand and agree to be bound by our terms of sale, privacy policy, shipping and return policy and by all other provisions as stated throughout our website. Shipping rates and times may change at any given time as dictated by actual shipping costs assessed by mail couriers.

ORDER PROCESSING:

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 U.S. address.

   OS: Oversize shipping fees will apply to these or any large/heavy products. First class
           shipping fees do not apply to this category. We will bill your credit card
           separeately for additional shipping charges.

All in stock items usually ship in 2-5 business days, sometimes even same day. Orders processed will ship Monday � Friday, 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.

Items ordered under �pre-order� status or special ordered items will be processed during checkout and your credit card will be charged during this time and shipped when the product is delivered to our warehouse.

SHIPPING CHARGES:

We offer a discounted shipping rate of $5.50 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 $5.50 discounted rate is not available for heavy or large items purchased. Large or heavy products will incur additional shipping costs and will be billed to your credit card separately. Large items include large beds, furniture, roller carriers, etc. Please do not check out with the $5.50 shipping method. If you opt to do this, we reserve the right to rebill your card for actual shipping charges we incur to ship your item. 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.

U.S. Addresses (Including Hawaii, Alaska, U.S. Virgin Islands)

� $5.50 USPS First Class: for small or non-bulky items (2-15 days average)

� $9 2-3 Days UPS/USPS Priority Shipping: for small items + small carriers, smallbeds only (2-3 days average)

� $45 UPS Ground/USPS Priority Shipping:- for large or heavy item (roller
carriers, heavy/frame beds, furniture, etc)

� $28 UPS 2-3 Business Days Small Items + Carriers + Small Beds (available for all in stock items; you will be notified of delays) -Usually 2-3 business days.

� $60 UPS 2-3 Business Days Large/Heavy Items (roller carriers, heavy/frame beds, furniture, etc)(available for all in stock items) Usually 2-3 business days.

� $55-$125 Next Day shipping, only available to in stock items, e-mail us for next
day shipping option and availability.

International (Including Canada, Japan, Hong Kong, Europe, Australia)

The Sassy Pup Dog Boutique offers international shipping. We can only ship to billing address for all international orders. 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 U.S. address is at your discretion, we will not be held liable to replace or refund. Customer will be responsible for any additional cost for customs, import or duty fees assessed by your country. Items shipped with �free shipping� are only available to local U.S. addresses. Ship times below are estimates only, once the package leaves our warehouse, ship times may vary slightly and will also be determined by your Country�s customs policies. Large/Heavy items may incur additional shipping charges, you will be notified if this is the case.

Standard (5-14 days) Express (2-5 days)

$0-$50 $24.99 $49.99

$50.01-$99 $29.99 $69.99

$150-$300 $39.99 $79.99

$301-$800 + $49.99 $79.99

COURRIERS:
We will only use reliable couriers to ship your package. We use USPS, UPS and Fed-ex to ship all packages.

UNDELIVERABLE 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 + $5 to reship products out. We will notify you via e-mail and rebill your credit card to reship package. You must notify us if USPS or UPS will not deliver to your address. If for any reason we are unable to contact you regarding this, we will issue store credit only, minus a 20% restocking fee + actual shipping and packaging cost. It is your responsibility to follow up with us once we attempt to ship your package.

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.

Questions? Contact us any time via e-mail, we are here to assist you.