SHIPPING, RETURNS, REFUNDS PAGE:
RETURNS & EXCHANGE
Each pet is unique and they all come in all sorts of shapes and sizes, this we understand. If you are not satisfied with your purchase, please notify us via e-mail at firstname.lastname@example.org 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 resalable condition. Items deemed returnable will be given a store credit, minus any actual shipping charges incurred or size exchange only, no refunds. Items must be returned to us within 14 days of receiving RMA # for a return, no exceptions. 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: anything we deem unhygienic for resale including but not limited to sale/clearance items, special ordered items, carriers or slings, beds, toys, custom made or embroidered products, seasonal holiday, special occasion, formal wear, birthday, items and blankets are all final sale, no exceptions please. If we special order a product, size, color or custom design something specifically for you, this falls under the guidelines of final sale. Please read all size charts for every single product for the best fit. If you need assistance about sizing, please contact us at email@example.com for assistance prior to purchase. Please keep in mind there are no standard sizing for specific breeds, all dogs in the same breed will have different measurements.
1. Contact us at firstname.lastname@example.org 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. You have 14 days from initial inquiry of intention to return item and receipt of RMA # to mail item back to us. We cannot accept items months old. Please allow up to 14 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. NOTE: Exchanges shipped out will be assessed a minimum of $7.95 to reship for small items and an increased charge for other bulky/large items or international orders. We will notify you prior to shipment if this is the case. Please allow up to 14 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 expense. 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. Shipping costs are non-refundable and store credit is valid for one year from date issued.
We encourage you read all relevant product descriptions; sizes 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. 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 hours of receipt with a detailed description of the damage. Please contact us within 48 hours of receipt of package. Retain all packaging material and original packaging. We will provide you instructions on how to replace the item. If a product looks damaged in transit, please do not open the package. Simply return the package to the mail courier with instructions to return to Fidos Laundry 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 receipt for us to consider an exchange of defects. Anything beyond the 48 hour timeframe will be considered usual wear and tear.
ORDER CANCELLATIONS: If you wish to cancel all or part of your order once you place an order with Fidos Laundry 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 and handling costs associated with 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 or you cancel the order, we will deduct the 20% fee + actual shipping costs we incur. We reserve the right to make the decision to cancel any orders at our discretion.
ORDER PROCESSING: 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 plus time in transit will be shipped.
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 Florida so shipments to the east coast will be quicker than shipments to the west 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 METHODS & CHARGES: Order processing generally takes 1-3 business days from time of order placement for items we have in stock. Custom, personalized, and special order items may take longer. Sometimes order processing times may be delayed if one item is out of stock on your order. We try to send everything in one package to reduce shipping cost charged to you. Sorry, no CODs.
Standard Shipping (3-5 Business Days) Orders shipped standard ground (default method) usually take 3-5 business days to delivery from the time we process and ship the goods (shipping date). Ground packages with Florida destination address usually arrive next day.
Two Day Shipping (2 Business Days) Orders shipped next day usually take 2 business days to delivery from the time we process and ship the goods (shipping date).
Next Day Shipping (1 Business Days) Orders shipped next day usually take 1 business day to delivery from the time we process and ship the goods (shipping date).
Shipping & Handling Charges (within the continental US) Our shipping and handling charges are simple and are calculated at checkout. If your single purchase transaction exceeds $150.00 USD, standard shipping is FREE!
Shipping & Handling Charges (Alaska and Hawaii) Additional shipping cost of $20-$50 USD may be charged in addition to the standard shipping costs. We will notify you via email of the additional charge prior to shipping your order. If you would like to obtain the exact shipping cost prior to placing order, please contact us prior to placing an order on our website.
Oversize & Large Packages: Oversize items (larger pet carriers, pet strollers, and pet furniture) will have an additional oversize shipping fee. As shipping cost vary significantly by zip code (USA), country, and size of package, the shipping fee charged during Check Out is based on standard packages less than 5lbs. After your shipment is packed and we know the exact shipping cost, we will notify you for approval of any additional fees prior to charging your card and ship out. We apologize for any inconvenience. This helps us streamline our shipping process and keeps shipping cost low and reasonable for all customers.