Frequently Asked Questions
How long are shipping times?
Everything is made to order and is shipped out from our team in Houston, TX. It will take 2-7 business days to process your order. Once it is shipped, it should only take 2-5 business days to receive your order.
Do you offer order tracking?
Every order should have tracking, however in some very rare cases it may be unavailable, if that’s the case, contact us at firstname.lastname@example.org ADD and we will keep you up to date on your order as best we can. For US orders, you can also track your order through USPS using your tracking code.
Please Note: It may take up to 7 days before a tracking number becomes active!
How can I track my order?
You should have received a shipping confirmation email with your tracking link as soon as your order is shipped. We generally ship all of our orders through USPS, so you can also copy and paste the same tracking number on their site.
If you have any issues don’t hesitate to contact us at email@example.com.
When will you ship my order?
We try to process orders as quickly as possible for ya’ll! We sew, pack and ship every single bandana and personalize every collar and can generally have orders processed within 2-7 days. Please note that estimated shipping and arrivals are subject to change according to the carrier’s availability. For multiple orders, shipment may come at different times. Transit time is dependent of holiday schedule and excludes holidays and weekends. Generally, orders will arrive within in 2-5 days once shipped, however in some cases it may take up to 18 days for deliver outside of the US (including Puerto Rico and Hawaii).
I submitted my order but entered the wrong shipping address.
Mistakes happen to all of us. Send us an email as soon as you can at firstname.lastname@example.org including WRONG ADDRESS on the subject line and we will be happy to assist you ASAP. Please note, we usually ship our orders within 2-7 days so it’s possible your order was already shipped but we will do our best to help you out regardless.
RETURNS & REFUNDS
What is your return and refund policy?
Change of heart? We would love to offer you a full refund within 7 days of receiving your order. However, after the 7 day mark, we are happy to offer store credit up to the full amount of your purchase. In very rare cases, we reserve the right to withhold a full refund. Refunds are not available for any personalized items.
Please email email@example.com for additional support information regarding exchanges and returns.
My order arrived broken or damaged.
Woops! Sorry about that! Unfortunately shipping can get a little rough sometimes, but we will fix it if you give us a chance! Send us an email at firstname.lastname@example.org tell us what you ordered and your order number and we will be happy to help you out.
My order arrived but I am missing some items.
Depending on the situation, we may need to ship your order separately, sometimes products will arrive at separate times in separate packages, generally we will give you both of the tracking numbers anyway, so you will know. Any further questions, please contact us at email@example.com.
My order never arrived.
Check your order confirmation email for the tracking number. If that doesn’t work, send us an email at firstname.lastname@example.org, tell us what you ordered and your order numbers, and we will help you out!
SAFETY & SECURITY
Is it safe to use my credit card on my site?
Guaranteed SAFE Checkout – photo with forms of payment
We are aware that using a Credit Card online can be scary. However, our website is SSL encrypted and certified (As can be seen above, make sure you check your URL to see the “HTTPS” For Secure!) to give you safe and secure transactions and all Credit Card payments are processed with our payment processor Shopify, the best in the business.
We DO NOT store any Credit Card information, and we will never share your personal information with anyone else, so you can rest assured, any purchase that you make with us is as secure as it gets!
What are your terms and conditions?
You can take a look at our terms and conditions HERE