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Sparkle accents
Sparkle accents

WHAT IS YOUR RETURN POLICY?

Unfortunately, we are unable to accept returns on our made-to-order bandanas since they are custom made specifically for each customer. We take great care to ensure that every order is accurately fulfilled to the customer's specifications, and as such, we are unable to resell most products. 

We understand that mistakes can happen, so if you receive a product that is not what you ordered or is defective in any way, please contact us so that we can work with you to make things right.

If we determine that your order is eligible for a return, please note that shipping costs (including return shipping) are the responsibility of the customer. Shipping costs are non-refundable. Please ensure that all returned items are shipped within 30 days of delivery.

We will NOT accept returns on customized, sale, or seasonal items.

Forced returns (sending back items without our approval) will NOT receive a refund.

Thank you for your understanding.

DO YOU OFFER EXCHANGES?

While we do not offer direct exchanges, you may be able to return the item (following our return policy outlined above), and place a new order for your desired item.

WHAT SIZE BANDANA SHOULD I GET?

We urge you to carefully measure your pet's neck prior to ordering. This can be done using a soft tape measure, or a piece of string and a ruler. Once you have your measurement, visit our size guide to determine the best size for your pup. Keep in mind that bandanas should fit snugly but not too tightly around your dog's neck. You might consider sizing up if your pup has extra floof!

HOW DO I CARE FOR MY BANDANA?

Click here for an easy guide to caring for your bandana! (PDF)

 

Washing:
- you can hand-wash (but who has time for that?!)
- machine wash with cold or warm water
- use a mild detergent* to keep your bandana fresh

- do NOT use bleach or fabric softener
- machine tumble on low, hang, or lay the bandana on a flat surface to dry


*IMPORTANT NOTE: some laundry detergents may be harmful to pets when ingested. If you choose to use a detergent, first ensure that it is safe for your pet(s).

Ironing:

You can iron your bandana if it begins to look a little wrinkly. To do so, use your iron's cotton setting and be sure to avoid (if applicable):
- vinyl designs
- snap buttons
- leather logo tag

WHEN WILL I RECEIVE MY ORDER?

Our current processing time for most orders is 3-5 business days. This can increase or decrease depending on the volume of orders we have at any given time. The processing time does NOT include the time is takes to be delivered. 

Once processed and shipped, packages using:

  • USPS Ground Advantage (standard shipping) should expect to arrive within 3-5 business days

  • USPS Priority Mail should expect to arrive within 2-3 business days

  • USPS First Class Package International should expect to arrive within 6-20 business days

  • USPS Priority Mail International should expect to arrive within 6-10 business days

NOTE: once your package is taken to the Post Office, shipping times are out of our control and therefore we cannot guarantee delivery by "X" date.

WHAT IS THE SHIPPING COST?

DOMESTIC (US)

Standard Shipping: $4.95 (FREE on orders $35+)

USPS Priority Mail: $11.95

INTERNATIONAL

USPS First Class Package International: from $15.75 USD (varies by destination)

USPS Priority Mail International: from $30.35 USD (varies by destination)

MY ORDER WAS MARKED AS DELIVERED, BUT I HAVEN'T RECEIVED IT!

When tracking shows that the package has been delivered, but is no where to be found, it is usually due to one of these reasons:

  • your package was scanned as delivered by the carrier, before it actually was

  • your package was placed in a different spot than usual - be sure to look in all possible locations (porch, bushes, etc.)

  • your package was delivered to a neighboring home/mailbox

  • your package is awaiting pickup at your local Post Office, but the slip made to notify you was forgotten by the carrier, or has gone missing

We recommend waiting a couple of days in case your package shows up. If, after several days, your package does not show up, we then recommend contacting your local Post Office for more information. Provide your local branch with your tracking number and ask for the GPS coordinates of where your package was scanned as delivered. It may have been delivered to the wrong address, at which point they may retrieve it and re-deliver it to you.

If, after 10 days of being marked as delivered, you still do not have your order, please reach out so that we can help find a solution for you!

I GAVE THE WRONG SHIPPING ADDRESS!

It is the customer's responsibility to ensure that the shipping address provided is correct. If you discover that the address you provided us is incorrect:

- if we have not shipped your order yet, please reach out ASAP with the correct address
- if we have already shipped your order, unfortunately, it will be too late to correct the mistake

Packages that are re-routed back to us by USPS due to an invalid/incorrect address will require that new postage is paid for before we are able to re-ship to the correct address.

If your shipping address is incorrect due to a mistake on our end, your order will be re-shipped at no cost to you.

I PLACED AN ORDER ON ETSY, WILL THAT COUNT TOWARDS MY PACK PERKS POINTS?

Orders placed on our Etsy shop do NOT qualify for Pack Perks rewards points. However, if you originally found us through Etsy, and later joined our website, we will happily do a one-time point conversion based on your highest-value Etsy order. Simply reach out and send us an Etsy order number so that we can verify you are a returning customer.

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