We know how difficult, uncertain, and frustrating it can sometimes be to shop online. That's why we've developed this handy list of FAQs: for any commonly asked questions you may have before making a decision to buy.
Wherever we can we want you to know:
- Exactly what you're getting into before you click the buy button; and
- That we're here to fix things, if needed, once you have.
As much as we try, we know we won't get it right all the time. When we don't, we know it's how we respond that counts.
Where Do You Ship From?
We ship from our fulfillment centers in the United States, Western Europe, and Eastern Asia. If the item you've purchased is out of stock at your nearest location, it will be shipped from the next closest location.
Where Do You Ship To?
We currently ship to the United States, Canada, Australia, New Zealand, Malaysia, Singapore, Thailand and Indonesia. Other countries coming soon!
How long are shipping times?
Our aim at Pooch & Poodle is to source only the best products from the most reliable suppliers. Which means we source from several manufacturers, depending on demonstrated quality and service.
We also have high demand for some of our products which can impact delivery times.
While all products in our store will ship within two days of your order, delivery times for each will vary. So you're never in any doubt as to how long a delivery will take, we highlight shipping times in bold each product description.
What's your return policy?
Instead of returning items, you can contact us for a full refund.
Why? Returns are not in keeping with our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a pic and proof of purchase, and we’ll give you your money back in full. Then, if possible, you can donate your product to a local charity or recycle it.
Can I cancel my order?
Cancellations are possible if you do not receive your package within the timeframe specified for each individual product (see 'How long are shipping times?' above). Sometimes orders get sent out before we can process the cancellation. So, if you cancel your order but still receive the package, then please go ahead and do one of three things: recycle it, donate it, or enjoy it!
What happens if I receive the wrong item?
If there’s an issue with your order – e.g. wrong color – then simply notify us as above, and we’ll give you a refund. You won’t be asked to ship the product back to us.
If there’s any other reason you’re dissatisfied with your products, drop us an e-mail and tell us why. If you don’t, we can’t get better at providing you with the products that make you glad you paid us a visit.
Do you offer exchanges?
We do not offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know. We know what it’s like to expect one thing and get another!