Sophisticated Pup products are handmade items. While we do produce and stock as much of our product line as we can, there can be a production time of 2-3 days for any given item if it is not in stock at the time of order. Dependent on the amount of orders we have at the time and popularity of an item, that can increase. If the production time should exceed 1 week, we will contact and you and let you know. Expect longer shipping time for furniture pieces.
We guarantee our merchandise to be free of manufacturing defects. You may return or exchange new, unused, unwashed items or defective merchandise within 30 days of delivery for a full refund, or for exchange of a comparable item.* Return shipping charges are the responsibility of the customer. Item must be in new condition - original tags attached, no dog hair, stains or unpleasant odors. If something is returned to us in less than new condition, we will ship it back to you and no refund/exchange will be granted. Face masks are considered "personal care" items and are non-returnable.
You should expect to receive your refund within 2 weeks of us receiving your package back. Refunds are returned in the manner that they were paid for initially. It is important to use delivery confirmation when returning items to ensure you know that we have received the item.
Returns of Online Purchases
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Returns of In Person Purchases
If you have purchased your item in person at a show or event that Sophisticated Pup was a vendor at, the same 30 day return/exchange policy applies. Please make sure to get a receipt if you think there is a possibility that you might want to return or exchange the item.
Return Policy for Items Received as A Gift
If you have received an items as a gift, and it does not work for your dog- You can exchange the item for the same item in another size or color. No refunds are given on items that were received as a gift (unless the original receipt is provided). The item must be in new/unused condition and it must be no longer than 30 days from the time of purchase. Please contact us at: email@example.com before shipping any items back to us for an exchange. Refunds are only given when an original receipt is presented within 30 days of purchase.
Sorry we cannot accept returns on customized items, furniture pieces or wholesale/dropship orders.
*In the unlikely event that there is a manufacturing defect in a wholesale order, the 30 return/exchange policy above applies to those items.
We can ship to virtually any address in the world on most items, some exclusions may apply.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Damaged Items and Lost Packages
If an item arrives damaged, you must notify us within 48 hours of receipt. Due to abuse, you must contact us within 30 days of order placement, if your item has not arrived. We will not be held responsible for notifications after that time.
We are not responsible for any damage that is caused by your dog to any of the merchandise. We cannot honor refunds or exchanges for any merchandise that has been used, or is not in its original new condition. We are not responsible for any returned packages lost in shipping.
Please supervise your pet while using Sophisticated Pup products. Each consumer is responsible for determining the suitability of these products for their individual situation. Consumer accepts all responsibility by purchasing and using our products. Pet apparel items should not be worn by the dog for extended lengths of time, nor while they are unattended. Please make sure to check for any areas of irriration that could be causing the dog discomfort while wearing our products.
We encourage you to measure your pet as accurately as possible. Shipping Charges for exchanged orders are the responsibility of the customer. If additional charges are needed we will contact you for your permission to charge your card for the additional shipping charges.
If you have any questions or concerns at all, please contact us at firstname.lastname@example.org. We try to go out of our way every day to make sure that our clients and their pups are very happy with us, and enjoy their Sophisticated Pup experience.