view cart menu separator categories menu separator faq
advanced search
Customer Care
We pride ourselves on excellent customer care. We are always willing to assist you with any problems, issues, complaints or compliments you may have. Please contact us during our customer service hours. We will respond as soon as possible.

Email: service@puppiapets.com
Please Call Nichole of Pink, inc. @ 678.491.7347
Phone Hours: 11 AM to 4 PM EST, Monday - Thursday

Sizing
We strive to provide accurate sizing information for all our products. We highly recommend you measure your pet precisely to ensure an accurate fit. It is not reliable to purchase our items based on your pet's breed or weight. Feel free to contact us at help@puppiapets.com if you need assistance with sizing.

Product Availability
Occasionally, we may take your order and consequently discover that the item is not available for shipping (i.e., it is backordered, sold out, damaged or defective). In such cases, we will notify you via email of the status and do our utmost to fulfill the order as soon as possible. You will also have the option to cancel the order.

Product availability is subject to change without notice. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).

Canceling an Order
Unfortunately, orders cannot be cancelled once you have completed the checkout process. Due to our commitment to processing your order quickly, once the checkout process is completed, we immediately notify our warehouse and manufacturers to prepare your order for shipment. We apologize for any inconvenience that this may cause you.

Prices and Tax
All prices are subject to change without notice. We currently do not have a price-matching policy. Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailer. Items purchased and shipped to addresses in New York State are subject to applicable sales tax.

Product Descriptions and Images
We endeavor to provide accurate and complete descriptions and representations of our products, including our dog clothes, dog collars, dog carriers, dog beds and other pet related items. However, Puppia Pets does not warrant that product descriptions, photos or other content of this site is accurate, complete, reliable, current, or error-free. This site may contain typographical errors or inaccuracies and may not be complete or current. Color variations may occur due to monitor settings or descriptions may be incomplete due to human error. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted) and to change or update information at any time without prior notice. Please note that such errors, inaccuracies or omissions may relate to pricing and availability, and Puppia Pets reserves the right to cancel or refuse any order placed based on incorrect pricing or availability information.

If a product offered by Puppia Pets is not as described, your sole remedy is to return it in its original and unused condition. We apologize for any inconvenience.

Purchases and Methods of Payment
The methods of payment we accept are Visa, MasterCard, American Express, and Discover, through either Paypal or Google Checkout. We can only sell and ship items to addresses in the continental United States.

Exchange and Return Policy
We want you to be satisfied with your purchase. If any Puppia Pets purchase fails to meet your expectations, you can return your item to us in its original and unused condition within 10 days of receiving it for an exchange or refund (restocking fees may apply). To qualify for a refund, all items must be returned in its original condition, including the original packaging, containers, documentation, warranty cards, manuals, and/or accessories. Please do not mark or deface original manufacturer packaging in any manner.
We encourage you to measure your pet as accurately as possible. We cannot honor exchanges or returns for any merchandise that has been used, or is not in its original new condition. All sale, personalized, custom, toy, food and perishable items are final sale and cannot be exchanged or returned.

We work hard to process returns as quickly as possible. Please allow 10 to 14 days after we receive the items before receiving your credit or exchange.

At Puppia Pets, we strive to provide great customer service. We wish we could accept all exchanges and returns without any questions or limitations, but that is just not possible. Thank you for honoring these exchange and return policies, so that we can continue to provide you a large selection of quality products.

Restocking Fees
We allow one complimentary exchange per item (excluding pet beds). After the first exchange, each exchange (or return) will incur a restocking fee of $7 or 10% of the item's value, whichever is greater. Pet beds will incur a 15% restocking fee.

Delivery and Charges
We charge a flat shipping rate of $5.95 for non-large items and $12.95 for Large items, for standard or ground delivery of your order. Please note that with standard or ground shipping, your items may take 5 - 15 business days for delivery. If you wish to have your shipment expedited, contact us at help@puppiapets.com. The options and ship times may be limited for certain items. Please note that some special product, order, or handling fees may still apply.

At this time, we can only sell and ship items to U.S. delivery addresses in the 48 continental states only, not including Alaska and Hawaii. Shipping may be subject to other geographic restrictions that apply to particular products.

We reserve the right to change or discontinue our flat rate shipping policy at any time.

Due to orders being fulfilled from different warehouses, items may be shipped by any one of these delivery services. Many of our items are shipped from several sources; thus your items may be shipped separately from each other, even on the same order. The options and ship times may be limited for certain items. Detailed tracking information is not available.

You can expect most packages to be delivered to their destination within 5 - 15 business days from the ship date. Please remember that certain larger items, like beds, or customized items can take up to eight weeks for delivery.

If you have been waiting over fifteen business days (three weeks) for your order, and have still not received it, please contact us at help@puppiapets.com for assistance.
Last Updated: 20 Jun 2009 08:23:19 PDT home  |  about  |  terms  |  contact
Powered by eCRATER - a free online store builder