The Dog Diva Dog Boutique's Return Policies...
Safety, Shipping, Personalized & Clearance Items: For the safety of the animals, for sanitary reasons and due to the fact that other customers wouldn't want to receive your used item, Doggie Diva does not take back anything that is non-sellable, has ANY AMOUNT of dog hair on it, has been worn, has been altered, tags removed, original packaging either torn or missing, damaged by you or your dog, any sort of smell, or stain., etc...We will contact you if we receive your item back in as sold condition and you have the choice of paying for it to come back to you, or us keeping at 50% you paid (we will try and resell it disclosing the issues at a discounted rate), minus shipping. Free shipping only applies to the original order, if you are exchanging your item you will be charged shipping the second time around. Once a personalized/customized item is ordered and begins processing, it can not be cancelled. All Personalized/Customized and Clearance items are non-returnable, non-refundable and non-exchangeable (this includes all Petote dog carriers and Around The Collar custom dog slings). Clearance items can include items that have been tried on by other dogs (but brand new and unused and hair free) or show slight imperfections. Doggie Diva is also not responsible for any delays due to FedEx, UPS and USPS. Once we ship an item, it is out of our control. We can not guarantee ship times by the Post Office, UPS or FedEx, only give a close estimate according to them.
Return Forms & Pre-Authorization: A return authorization form and return instructions must be obtained by email before any returns or exchanges can be processed or your return will be sent back to you. In order to make sure your package is covered in the return, please make sure all returns are sent trackable and you must get a receipt for shipment. If we receive a return without authorization, we have the right to return the package to sender.
Damages, Exchanges, Store Credits and Refunds: We will gladly accept the exchange of products that are defective due to defects in manufacturing and/or workmanship for 3 days from the date of purchase. If you have an issue with a defect after the 3 days of receipt, it may be covered by the manufacturer so please contact us and we will contact them on your behalf and do everything we can to help fix the situation. Fulfillment mistakes that we make resulting in the shipment of incorrect product to you will also be accepted for exchange 3 days from the date of purchase and Doggie Diva will issue you a pre-paid shipping label. If you receive a damaged item, please photograph the damaged and send it to us via email or text immediately and we will get you a replacement item as quickly as possible.
Size/item exchanges are excepted within 30 business days of receipt of your item, the customer is responsible for all shipping and the item must come back perfect, unused condition. Returns/exchanges can take up to two weeks to process and re-ship out, please let us know if you need your replacement by a specific date. Returns for money back can take up to 30 days to show up back on your card (but don't usually take that long), depending on your banking institution. Each bank is individual and has their own rules on that.
Returns are generally for exchange or store credit only, it is very costly for us to advertise, market and sell every single product so we don't have a large margin for returns like big box stores. We do understand sometimes you can't find an alternative item and sometimes you won't have use for a store credit so in those cases we do make exceptions, we want our customers to be happy. If you would like an exception and would like money back, a 25% restocking fee would apply, which covers all fees we pay involved to originally obtain your business, package and ship your item and return either resell this item or return it to the manufacturer. Most online dog boutiques do not even take items back so please keep that in mind.
Product Descriptions, Sizing, Images + Colors
We have gone to great lengths to ensure accuracy in the descriptions and representation of our products. However, slight variations may occur. While the images on our website have been color-corrected to appear as accurate as possible, their appearance will correspond to the settings on your monitor and may not be exact. Item dimensions are given to us by the manufacturers. Dimensions are measured a specific way by manufacturer, each measures fabric and structures in a different way. If you are very particular about dimensions of the item you are wanting, especially on clothing and/or dog carriers, please contact us first to clarify, before ordering. For dog carriers and strollers, manufacturers have to list their dimensions a specific way in (the actual dimensions of the item including all material, sides, extensions, neck rolls, etc.. which could seem different to you once you receive your item. If that is the case, this is not grounds for returns based on item not being listed improperly. If the sizing doesn't work for you, you are free to return your item for an exchange or store credit only. If the sizing listed does actually have a mistake on the manufacturer's end or on ours, and you can show us, we will gladly issue a full refund including shipping. But the manufacturer must agree and be willing to refund.