We have found that most returns are due to improper sizing. We do provide size charts throughout our site in order to help avoid this issue. We are also happy to try to assist you if you need sizing help or have questions when ordering. We do understand that sometimes things do not fit correctly no matter how carefully we measure our pets. We also can not guarantee that you and your pet will like the products once you have them. We are able to exchange if your merchandise is returned and received within 30 days from the date of purchase UNLESS specifically stated on the product page. If you need to return or exchange something:
- Please email us at contactus@DoggyInWonderland.com for a return authorization number (if needed for your particular item) and to ensure that it is not a final sale item. You must write this number on the outside of the box in order for your return to be accepted. Sometimes this number is not needed, but you do need to contact us first in order to find out if it is or not. After 30 days, all sales are final. Unfortunately, we do not provide refunds for returns over 30 days or final sale products.
- Doggy in Wonderland asks that merchandise be returned in its original condition meaning that the merchandise is unworn (no pet hair, please). We understand that you may have tried an outfit on. If so, please, remove the pet hair. We have found that lint rollers work great for this. Think about it, you wouldn't want us to send you an item with hair on it. Neither does the next customer. If there is pet hair, the item will be returned to you, and there will be no refund. The item must also be unused (not dirty, not slobbery, no teeth marks, and no smoke scent), unwashed, and in original packaging if possible. Please include a copy of the invoice or packing slip with your reason for return as well as any instructions or tags if provided. This allows us to better assist you... Without the packing slip or receipt with your information on it, we may not know who to refund.
- Items returned without a return authorization number (if required), past 30 days, or not in original condition will be returned to customer at the customer's expense.
- We are not responsible for shrinkage or bleeding as a result of washing your item(s).
- You will be responsible for the cost of return shipping as well as the cost of shipping of the replacement product. We, Doggy In Wonderland, are not responsible for lost, damaged, or misdirected returns.
- For your protection, we suggest you mail your returned package with insurance and with a shipper who utilizes tracking information, as we cannot be held liable for lost or stolen packages.
- Once the returned item is received in good condition, a refund will be issued for the item (not including shipping).
- We will send you an e-mail when the refund is processed. Please allow up to 5 days from the date that we receive your return for the credit to be processed.
We have found that it is best to re-order the new item. Then return the item that doesn't work for you to us. Once we receive the returned item, we will issue you a refund. We will send you an e-mail when we receive the returned item and have processed the refund. Please allow up to 5 days from the date that we receive your return for the credit to be processed. (We usually process them right away, but there are times when that is not possible.)
Damaged or Defective Merchandise
If you receive an item that is damaged or defective, please notify us within 3 days of receipt. Please include the order number, date, and item number and describe the defective merchandise. We may ask that you provide us with a photo of the damaged item.
Canceled or modified orders must be done as soon as possible. Call or email your request, we will do everything we can to assist you. If the order has been shipped we will not be able to cancel or modify the order, it would then be the customer's responsibility to send the package back to Doggy in Wonderland and the original return/ exchange policy will be applied.
Please be sure that you provide us with the correct mailing address at the time of new order. If items have to be re-shipped because they were refused or unclaimed due to insufficient address provided by you, then you will be billed shipping costs.
PLEASE NOTE: All Final Sale merchandise is Final Sale, NO RETURNS, NO EXCHANGES.
**Because Halloween Dog Costumes are seasonal, returns will not be accepted after October15.**