SHIPPING & RETURNS
SHIPPING
- Petals & Pooch is not responsible for any lost or stolen packages. Once the package has been scanned in by the shipment provider, we are not held responsible.
- Petals & Pooch is not responsible for re-shipment costs incurred for returned packages that were sent to the wrong address. If the incorrect address is entered at time of order by the customer, the customer will be responsible for paying the re-shipment fee. (which is the price of a new shipping label)
U.S. Domestic Shipping
Most orders take 2-4 business days to process, & an additional 2-5 business days to arrive.
If you placed an order that contains a preorder item, the order will not ship until your preorder item is here. If you’d like to purchase a shipping label so that your other items can be shipped in advance, please email us or be sure to place your preorder separately.
Orders over $50+ SHIP FREE (preorders excluded)
How much is shipping to Canada & what is the shipping time?
We offer a flat rate of $14.99 USD for all shipments to Canada for orders up to $99.99 USD. Free shipping is available for orders $100+ USD. Shipping Time from the US can vary from 7-21 business days.
Are there any additional fees to ship products internationally?
Depending on where you are located, your country may charge additional fees on products shipped from the U.S. Petals & Pooch is NOT responsible for any customs or tariff fees/import duties that may be imposed. These fees are the responsibility of the buyer and are not covered by the shipping costs.
RETURNS
If for any reason you would like to return your product, we will happily accept your return. SALE are final sale.
Please note the below criteria:
- Items must be returned within 14 days of delivery. Package must be postmarked within 14 days of delivery.
- Please include a note with your Order Number, if you have it available
- All items must be brand new, unwashed, and hair-free. Petals & Pooch will not return any products that were damaged as a result of chewing or biting.
- Petals & Pooch is not responsible for any lost returns that are lost during return shipment.
- Petals & Pooch does not accept exchanges. All "exchanges" will be refunded, processed as returns, and you will be responsible for placing a new order if you need a new size. This is to ensure that we have the items in stock.
- Petals & Pooch is not responsible for returning back an item that does not meet the criteria above. Please contact us if you have any questions.
- Customer is responsible for any and all associated shipping costs to mail back any returns. PETALS & POOCH does not provide free return labels.
- Petals & Pooch does not accept order cancellations. Once an order has been shipped, we have no way of getting it back from the shipment provider. If you would like to "cancel" your order, you will need to wait until you receive it and then we can process it as a return when you reach out.(see above for return criteria) Petals & Pooch will not be held responsible for associated shipping costs to mail back any returns or will we be responsible for refunding the initial shipping since the item had already been shipped.
HOW TO BEGIN RETURN PROCESS
Please email hello@petalsandpooch.com to initiate the return. Please include your order number, photos of your return and reason for return in the email. If your return is accepted, we will then provide you with the info and return address needed to ship the item back.
Once return is received, inspected, and approved based on our policy above, please allow 3-5 business days for processing. If you request a return, credit is applied to your original form of payment usually within 24-48 hours of the return being processed. You will receive an email notification when the refund is processed.
EXCLUSIONS: all items marked final sale will not be returnable.
Defects
In the case that your item is damaged upon arrival, please reach out to us within fourteen (14) days of receiving the product, in order for us to be able to replace the item. Sending photos will expedite this process.
Stuck In Transit (Lost)
For Domestic: Issues can be approved no earlier than 7 days, no later than 30 days from the last update, and no later than 60 days from the order date.
Damaged
We do our best to be sure all products are free from damage or flaws, however we are human and something might get overlooked. Damaged item claims must include photos of the package and item (required), and the issue must be submitted no later than 15 days from when the package was marked delivered.
USE POLICY
The use of our products and the safety of the pet & handler is at the user's discretion and own responsibility. Petals & Pooch is not responsible for any misuse of the products and does not assume any liability. Misuse of the products include but are not limited to: allowing your pet to sleep in the harness, allowing your pet to wear the harness for extended periods without being supervised, chew on products unattended, etc.
If you have any questions, please feel free to email us at hello@petalsandpooch.com and we will be happy to help!
