Cancel or Change an Existing Order
To cancel or change your order, please email us at [email protected] immediately.
Once an order leaves our warehouse, we charge a recovery fee for any cancelled orders to cover the cost of shipping. This recovery fee is usually 20% of the order total. Yes shipping really is that expensive! We've been told by our shipping provider FedEx that any cancelled or returned shipments cannot be returned to our warehouse until the packackage reaches the final shipping hub on its original journey. We are charged for shipping in both directions. This makes a return twice as costly for us as a successful delivery, which is the purpose behind the recovery charge. We appreciate your understanding in this matter!
Alternatively if an order has been prepped for shipping before the cancelation or change request is sent, we reserve the right to charge a small handling fee of $5. This covers our team's time intercepting the package before it is collected by FedEx. Cancellations and changes can be difficult to accomodate, but you can be sure we'll do our absolute best to get your dog the right bed as quickly as possible.
Everyone is human, and we all make mistakes. If you found a mistake in your order please don't hesitate to let us know! If we can change the order details before prepping the shipping label, then there will be no delay in getting your order out the door. This also allows us to waive the handling charge for re-packing a pending shipment. We are motivated to make sure your dog gets the absolute perfect bed the first time through!
We try to ship all orders within two to three business days. Orders with embroidery may take a little longer, with an additional three to five days. To avoid any fees or delays please alert us of order changes immediately by emailing us at [email protected]. You may check if an order has shipped by logging into your account, or by checking your email for a shipping confirmation message from us. Please let us know if you have any questions.