Frequently Asked Questions
How do I contact you?
What are your hours of operation?
How secure is my transaction with you?
What is your privacy policy?
When will I receive my shipment?
Do you offer special or international shipping?
What is your return/exchange policy?
Why is the item I purchased on backorder?
See our contact page
See our contact page
We know that people who shop via the Internet are very concerned about the security of their transactions. The goal of this page is to describe to you, our customer, the security practices in place on this storefront.
The Shopping Process
As you browse through our store and find items you would like to purchase, you add them to your virtual shopping cart. This virtual shopping cart is actually a small text file, called a cookie, created by your browser and stored on your PC. This text file is updated as you add/remove items from your cart while you shop.
The Checkout Process
When you are ready to checkout, you can proceed to the "Checkout" page by clicking on the Checkout button, or by clicking on the "Checkout" link which appears on the menu bar at the top of every page. At this point you are taken to the first page of the checkout process.
On this page you are asked to fill out a form to provide us with your name, billing/shipping addresses, desired shipping method, and payment method. Currently, there are three payment choices to choose from: 1) Secure Credit Card, 2) Mail in a Check or Money Order.
If you choose option 1, you will need to enter your billing information in the spaces provided and click the "Check Out" button at the bottom of the page. You will then be taken to a Credit Card payment page where you enter your credit card information.
If you choose option 2, simply follow the instructions provided to submit your payment.
Once this form has been completed and you click on the "Check Out" button, you will either be taken to a secure Credit Card payment page or to a page with a printable invoice that you can use to either fax us with your Credit Card information or send to us with your check or money order in the mail. An e-mail is then sent to us so that we can start processing your order. If you are paying by mailing us a check or money order, we will process your order once payment has been received by us.
The Credit Card Payment Process
The "Credit Card Payment" page is ENCRYPTED using Secure Sockets Layer (SSL) web server technology. To verify security, you should be able to see a picture of a small lock in the lower right hand corner of your browser screen. This means that your information is secure and safe.
At this time you will be asked to provide your Credit Card information. We accept MasterCard, Visa, Discover, and American Express.
When all of your information has been entered, click on the "Check Out" button at the bottom of the page. At this time, our web server will initiate an ENCRYPTED connection with the Authorize.Net credit card verification service to either approve or deny your transaction.
If your transaction is approved, an e-mail receipt is generated by our web server and sent to us and to the e-mail address you provided. Your credit card is charged at the time of your original purchase.
NO PAYMENT INFORMATION IS INCLUDED IN EITHER OF THESE MESSAGES
In fact, there is only one way in which we can view your payment information, we can log on to the Authorize.Net service over an encrypted connection and view our transaction log. The only reason we would ever do this would be to void a transaction for you in the event that you change your mind about a particular purchase.
When we receive the copy of your receipt via e-mail, it will inform us of what you ordered and how much you paid. If you are sending payment by mail, we will begin filling your order as soon as we receive payment.
Hopefully this information has been helpful to you. If you have any other questions or concerns regarding our security standards, please feel free to contact us.
PRIVACY
Commitment to Privacy - Any information that you entrust to us via this Web site will be held in strictest confidentiality. None of your personal information will be given or sold to any person or business unless prior authorization has been obtained. We respect your privacy and appreciate your trust and business.
Standard Delivery Time:
If merchandise is in stock you can expect to receive it in 7-10 days. Items shipped directly from our secondary shipping facilities, overseas, bulky items, or personalized items may exceed traditional ship times and may take up to 4 to 6 weeks. For an additional fee, some items can be delivered 2nd day. Your entire order may arrive in separate shipments. You will receive tracking on all orders.
Delivery Times
For delivery times, please check the availability shown on the product(s) you purchase. Estimated shipping times are listed for each product on the web site. These are only estimates! In order to offer our customers a wider selection of merchandise, many of our items are shipped directly from a number of different suppliers and may arrive in several different packages. Because of this, items ordered together may arrive in many different boxes. Items that are shipped directly from our suppliers may have longer delivery times than those stated on our web site. Please allow additional delivery time for personalized or custom-made items.
Late Shipments
In order to provide our customers with a large selection of merchandise, many items are shipped directly from our suppliers and not kept in stock. As a result, some items may arrive later than the estimated shipping times stated on the web site. We make every effort to ship orders out as soon as possible. If your order arrived late, you must refuse the package or your are still liable for the sale and our normal return policy applies. If you accept the package, you will be held responsible for shipping the product back to us at your expense. If the product doesn't arrive back to us within five (5) business days from receipt, we will charge a 25% restock fee for the merchandise.
Domestic Shipping
We ship most items via UPS Ground, Airborne Express, Fedex & USPS. Shipping charges are based on the total amount of your order. Large items such as beds and furniture include extra shipping surcharges for dimensions and oversize weights which are added into the total shipping charges. If shipping charges will be more than what was calculated during checkout, we will contact you via e-mail. The following chart displays shipping charges within the contiguous 48 states.
Pawlished Paws Boutique & Spa offers free ground shipping (excluding overweight, sale items, exchange orders) when order subtotals exceed $250.00.
Order Total Shipping Charges
$0.00 - $50.00 $8
$50.01 - $100.00 $12
$100.01 - $150.00 $16
$150.01 - $300.00 $22
$300.01 - $500.00 $26
$500.01 - $800.00 $32
$800.01 - $1000.00 $45
$1000.01 and up $50
International Shipping
Some international orders may require additional shipping charges. If additional shipping charges are required, we will contact you via e-mail for your approval of the added amount. If the item has already shipped and extra shipping charges are incurred, the extra shipping costs will be charged to the card on file for you. Any duties, broker fees or taxes are the responsibility of the customer and are not added into our shipping charges. After an item is shipped, all transactions that involve Customs and other pertinent international agencies, including brokers, are between the customer and that agency and does not involve Pawlished Paws Boutique & Spa. If packages are shipped back to Pawlished Paws Boutique & Spa as undeliverable or because they were not picked up at Customs, etc. by the customer, the customer is solely responsible for charges to re-ship the package. If you have multiple items, we will hold the order and ship everything at one time. Please allow extra time for international shipping because our designers will not drop ship outside the United States, so we must wait for the item and reship out to the customer. We no longer ship large items such as dog beds international.
Special Shipping
If you would prefer a different shipping method than those listed on the "Checkout" form, please contact us for special pricing.
Shipping for Custom Made Items
These items are made to order by the manufacturer upon your purchase and can take between 2-12 weeks for delivery. We try to keep our site updated with approximate shipping dates on made to order items but customer should allow additional shipping time for these items as shipping times are subject to change. Because these items are made to order, your credit card will be charged at the time of your original purchase. You have 24 hours from the time of your original purchase to cancel or change a made to order item. Please make sure you cancel or change your order within this time period as we cannot accept returns/exchanges for personalized or custom made items. Custom Made items include, but are not limited to, Swarovski Crystal Collars, PuchiBag Carriers, ID Tags, Ceramic Bowls, Treat Jars, Feeders, Floor Clothes, Dorothy Bauer, Pet Furniture, David Salmon Pet Pavilions, Wrought Iron Dog Beds, Wooden Dog Beds.
RETURN & EXCHANGE POLICY
Returns: If for any reason you are displeased with your purchase from Pawlished Paws Boutique & Spa, simply return the item(s) to us unused within 30 days after receipt for a full store credit. A ten percent restocking will be applied to sale items sent back for exchange or store credit when not applied against the exchange of other sale items.
Please note: once an order has been confirmed delivered to the customer, the items are the personal property of that customer. If it is your preference to return an item for exchange or store credit we suggest the package is sent with insurance and delivery confirmation for tracking purposes. Again, we repeat, you will be billed a 20% re-stocking fee for each item returned for a refund. All shipping fees are the responsibility of the customer.
In the event of a desired exchange, please place a separate order for replacement merchandise. You will be charged automatically for that order and issued a store credit for returned item(s).
All store credits will expire 45 days from the issue date and will be honored on-line or in our boutique. Please keep in mind that we do not refund shipping charges. Our apologies, but we do not accept COD returns.
All refund requests will be assessed a 20% restocking fee.
Please be advised:
All returned merchandise must be in original condition.
Beds, Strollers, mechanical devices, Bowls and Carry Bags are not returnable and Sales are final due to health reasons.
Any sale, personalized, custom, or perishable orders will not be accepted for return or exchange and return shipping expenses will be provided by the customer.
EFFECTIVE AUGUST 1, 2004 - we will no longer issue refunds for returned merchandise. Returned merchandise can only be exchanged or returned for store credit.
Guarantee
We stand behind our products 100%. If you are not satisfied with your product for any reason, you may return it within fifteen (15) days of receipt for an exchange or store credit good for one year.
Please send all returns to:
Pawlished Paws Boutique & Spa
5225 Canyon Crest Dr
Suite 17C
Riverside, Ca 92507
Cancellations
You have 24 hours from the time of your original purchase to cancel your order for any reason. If you cancel your order after this time period you will be issued a refund (less a 25% restocking fee and shipping & handling charges). Custom made items cannot be cancelled after the 24 hour period. To cancel an order, we must receive your cancellation notice in writing via e-mail or fax. An order is not considered canceled until you receive an e-mail from us confirming your cancellation. If the order ships before this confirmation is received, you must either refuse the package or return the merchandise back to Pawlished Paws Boutique & Spa in it original condition within 5 (five) business days of receipt or our standard return policy will apply (store credit only). The customer is still responsible for the 25% restock fee, as well as the original shipping and return shipping costs. An order cannot be cancelled once it has been processed.
Defective or Damaged Items
If an item is defective, or you wish to return the item, you must contact us within 24 hours of receiving the purchased item. We reserve the right to determine whether or not an item is defective. We are NOT responsible for issuing refunds on merchandise due to wear from your pet. We reserve the right to determine whether or not an item returned is due to wear from a pet.
Custom Made Items
Custom orders cannot be exchanged or returned. Please note details within each item's description under availability. This includes personalization of any kind or anything not offered in our boutique by way of design, color, size, etc.
Back Orders
Because of the nature of our business, an item purchased may be on backorder from the designer and it is possible that we might not be notified of the backorder immediately upon your purchase. As soon as we are notified that an item purchased is on backorder, you will be notified via e-mail of an approximate shipping date and will be given the option to wait or cancel your order. If you decide to cancel your order, a refund for the full purchase price plus any applicable shipping charges will be processed immediately.
What are your hours of operation?
How secure is my transaction with you?
What is your privacy policy?
When will I receive my shipment?
Do you offer special or international shipping?
What is your return/exchange policy?
Why is the item I purchased on backorder?
How do I contact you?
See our contact page
What are your hours of operation?
See our contact page
How secure is my transaction with you?
We know that people who shop via the Internet are very concerned about the security of their transactions. The goal of this page is to describe to you, our customer, the security practices in place on this storefront.
The Shopping Process
As you browse through our store and find items you would like to purchase, you add them to your virtual shopping cart. This virtual shopping cart is actually a small text file, called a cookie, created by your browser and stored on your PC. This text file is updated as you add/remove items from your cart while you shop.
The Checkout Process
When you are ready to checkout, you can proceed to the "Checkout" page by clicking on the Checkout button, or by clicking on the "Checkout" link which appears on the menu bar at the top of every page. At this point you are taken to the first page of the checkout process.
On this page you are asked to fill out a form to provide us with your name, billing/shipping addresses, desired shipping method, and payment method. Currently, there are three payment choices to choose from: 1) Secure Credit Card, 2) Mail in a Check or Money Order.
If you choose option 1, you will need to enter your billing information in the spaces provided and click the "Check Out" button at the bottom of the page. You will then be taken to a Credit Card payment page where you enter your credit card information.
If you choose option 2, simply follow the instructions provided to submit your payment.
Once this form has been completed and you click on the "Check Out" button, you will either be taken to a secure Credit Card payment page or to a page with a printable invoice that you can use to either fax us with your Credit Card information or send to us with your check or money order in the mail. An e-mail is then sent to us so that we can start processing your order. If you are paying by mailing us a check or money order, we will process your order once payment has been received by us.
The Credit Card Payment Process
The "Credit Card Payment" page is ENCRYPTED using Secure Sockets Layer (SSL) web server technology. To verify security, you should be able to see a picture of a small lock in the lower right hand corner of your browser screen. This means that your information is secure and safe.
At this time you will be asked to provide your Credit Card information. We accept MasterCard, Visa, Discover, and American Express.
When all of your information has been entered, click on the "Check Out" button at the bottom of the page. At this time, our web server will initiate an ENCRYPTED connection with the Authorize.Net credit card verification service to either approve or deny your transaction.
If your transaction is approved, an e-mail receipt is generated by our web server and sent to us and to the e-mail address you provided. Your credit card is charged at the time of your original purchase.
NO PAYMENT INFORMATION IS INCLUDED IN EITHER OF THESE MESSAGES
In fact, there is only one way in which we can view your payment information, we can log on to the Authorize.Net service over an encrypted connection and view our transaction log. The only reason we would ever do this would be to void a transaction for you in the event that you change your mind about a particular purchase.
When we receive the copy of your receipt via e-mail, it will inform us of what you ordered and how much you paid. If you are sending payment by mail, we will begin filling your order as soon as we receive payment.
Hopefully this information has been helpful to you. If you have any other questions or concerns regarding our security standards, please feel free to contact us.
What is your privacy policy?
PRIVACY
Commitment to Privacy - Any information that you entrust to us via this Web site will be held in strictest confidentiality. None of your personal information will be given or sold to any person or business unless prior authorization has been obtained. We respect your privacy and appreciate your trust and business.
When will I receive my shipment?
Standard Delivery Time:
If merchandise is in stock you can expect to receive it in 7-10 days. Items shipped directly from our secondary shipping facilities, overseas, bulky items, or personalized items may exceed traditional ship times and may take up to 4 to 6 weeks. For an additional fee, some items can be delivered 2nd day. Your entire order may arrive in separate shipments. You will receive tracking on all orders.
Delivery Times
For delivery times, please check the availability shown on the product(s) you purchase. Estimated shipping times are listed for each product on the web site. These are only estimates! In order to offer our customers a wider selection of merchandise, many of our items are shipped directly from a number of different suppliers and may arrive in several different packages. Because of this, items ordered together may arrive in many different boxes. Items that are shipped directly from our suppliers may have longer delivery times than those stated on our web site. Please allow additional delivery time for personalized or custom-made items.
Late Shipments
In order to provide our customers with a large selection of merchandise, many items are shipped directly from our suppliers and not kept in stock. As a result, some items may arrive later than the estimated shipping times stated on the web site. We make every effort to ship orders out as soon as possible. If your order arrived late, you must refuse the package or your are still liable for the sale and our normal return policy applies. If you accept the package, you will be held responsible for shipping the product back to us at your expense. If the product doesn't arrive back to us within five (5) business days from receipt, we will charge a 25% restock fee for the merchandise.
Domestic Shipping
We ship most items via UPS Ground, Airborne Express, Fedex & USPS. Shipping charges are based on the total amount of your order. Large items such as beds and furniture include extra shipping surcharges for dimensions and oversize weights which are added into the total shipping charges. If shipping charges will be more than what was calculated during checkout, we will contact you via e-mail. The following chart displays shipping charges within the contiguous 48 states.
Pawlished Paws Boutique & Spa offers free ground shipping (excluding overweight, sale items, exchange orders) when order subtotals exceed $250.00.
Order Total Shipping Charges
$0.00 - $50.00 $8
$50.01 - $100.00 $12
$100.01 - $150.00 $16
$150.01 - $300.00 $22
$300.01 - $500.00 $26
$500.01 - $800.00 $32
$800.01 - $1000.00 $45
$1000.01 and up $50
Do you offer special or international shipping?
International Shipping
Some international orders may require additional shipping charges. If additional shipping charges are required, we will contact you via e-mail for your approval of the added amount. If the item has already shipped and extra shipping charges are incurred, the extra shipping costs will be charged to the card on file for you. Any duties, broker fees or taxes are the responsibility of the customer and are not added into our shipping charges. After an item is shipped, all transactions that involve Customs and other pertinent international agencies, including brokers, are between the customer and that agency and does not involve Pawlished Paws Boutique & Spa. If packages are shipped back to Pawlished Paws Boutique & Spa as undeliverable or because they were not picked up at Customs, etc. by the customer, the customer is solely responsible for charges to re-ship the package. If you have multiple items, we will hold the order and ship everything at one time. Please allow extra time for international shipping because our designers will not drop ship outside the United States, so we must wait for the item and reship out to the customer. We no longer ship large items such as dog beds international.
Special Shipping
If you would prefer a different shipping method than those listed on the "Checkout" form, please contact us for special pricing.
Shipping for Custom Made Items
These items are made to order by the manufacturer upon your purchase and can take between 2-12 weeks for delivery. We try to keep our site updated with approximate shipping dates on made to order items but customer should allow additional shipping time for these items as shipping times are subject to change. Because these items are made to order, your credit card will be charged at the time of your original purchase. You have 24 hours from the time of your original purchase to cancel or change a made to order item. Please make sure you cancel or change your order within this time period as we cannot accept returns/exchanges for personalized or custom made items. Custom Made items include, but are not limited to, Swarovski Crystal Collars, PuchiBag Carriers, ID Tags, Ceramic Bowls, Treat Jars, Feeders, Floor Clothes, Dorothy Bauer, Pet Furniture, David Salmon Pet Pavilions, Wrought Iron Dog Beds, Wooden Dog Beds.
What is your return/exchange policy?
RETURN & EXCHANGE POLICY
Returns: If for any reason you are displeased with your purchase from Pawlished Paws Boutique & Spa, simply return the item(s) to us unused within 30 days after receipt for a full store credit. A ten percent restocking will be applied to sale items sent back for exchange or store credit when not applied against the exchange of other sale items.
Please note: once an order has been confirmed delivered to the customer, the items are the personal property of that customer. If it is your preference to return an item for exchange or store credit we suggest the package is sent with insurance and delivery confirmation for tracking purposes. Again, we repeat, you will be billed a 20% re-stocking fee for each item returned for a refund. All shipping fees are the responsibility of the customer.
In the event of a desired exchange, please place a separate order for replacement merchandise. You will be charged automatically for that order and issued a store credit for returned item(s).
All store credits will expire 45 days from the issue date and will be honored on-line or in our boutique. Please keep in mind that we do not refund shipping charges. Our apologies, but we do not accept COD returns.
All refund requests will be assessed a 20% restocking fee.
Please be advised:
All returned merchandise must be in original condition.
Beds, Strollers, mechanical devices, Bowls and Carry Bags are not returnable and Sales are final due to health reasons.
Any sale, personalized, custom, or perishable orders will not be accepted for return or exchange and return shipping expenses will be provided by the customer.
EFFECTIVE AUGUST 1, 2004 - we will no longer issue refunds for returned merchandise. Returned merchandise can only be exchanged or returned for store credit.
Guarantee
We stand behind our products 100%. If you are not satisfied with your product for any reason, you may return it within fifteen (15) days of receipt for an exchange or store credit good for one year.
Please send all returns to:
Pawlished Paws Boutique & Spa
5225 Canyon Crest Dr
Suite 17C
Riverside, Ca 92507
Cancellations
You have 24 hours from the time of your original purchase to cancel your order for any reason. If you cancel your order after this time period you will be issued a refund (less a 25% restocking fee and shipping & handling charges). Custom made items cannot be cancelled after the 24 hour period. To cancel an order, we must receive your cancellation notice in writing via e-mail or fax. An order is not considered canceled until you receive an e-mail from us confirming your cancellation. If the order ships before this confirmation is received, you must either refuse the package or return the merchandise back to Pawlished Paws Boutique & Spa in it original condition within 5 (five) business days of receipt or our standard return policy will apply (store credit only). The customer is still responsible for the 25% restock fee, as well as the original shipping and return shipping costs. An order cannot be cancelled once it has been processed.
Defective or Damaged Items
If an item is defective, or you wish to return the item, you must contact us within 24 hours of receiving the purchased item. We reserve the right to determine whether or not an item is defective. We are NOT responsible for issuing refunds on merchandise due to wear from your pet. We reserve the right to determine whether or not an item returned is due to wear from a pet.
Custom Made Items
Custom orders cannot be exchanged or returned. Please note details within each item's description under availability. This includes personalization of any kind or anything not offered in our boutique by way of design, color, size, etc.
Why is the item I purchased on backorder?
Back Orders
Because of the nature of our business, an item purchased may be on backorder from the designer and it is possible that we might not be notified of the backorder immediately upon your purchase. As soon as we are notified that an item purchased is on backorder, you will be notified via e-mail of an approximate shipping date and will be given the option to wait or cancel your order. If you decide to cancel your order, a refund for the full purchase price plus any applicable shipping charges will be processed immediately.