Frequently Asked Questions
Q. Is there a size chart?
A. Because pet clothes can vary slightly in size, the size chart we have shows typical sizes. Please refer to our Size Chart before ordering.
Q. Are my transactions secure?
A. Yes. The ECI-PAY gateway has security measures in place to protect the loss, misuse and alteration of the information under their control. Security of information in transit to and from their web site is encrypted using SSL encryption protocols. ECI has been providing credit card processing services over the Internet for over 6 years. Currently they process credit card transactions for over 16,000 merchants worldwide.
Q. What type of payments will you accept?
A. We accept MasterCard, Visa, American Express, Discover, PAYPAL, or Money Orders (made out to Dolby Marketing). For faster processing, we recommend using PAYPAL. Funds need to clear before an order is shipped. Credit card charges that are denied will be charged a $25.00 Chargeback or Reject Fee. Your purchase will show up on your credit card statement as Small Pet Clothes.
Q. How do I care for the fabric?
A. Most materials are wash and dryable. The boa trimmed apparel will need to be dry cleaned. For best care, wash cold water on gentle cycle and hang dry. DO NOT USE BLEACH · Please note: Fleece is a stretchy fabric and all items may not be perfectly shaped due to pull in the fabric during machine processing. Fabric can easily be stretched into shape by slightly tugging evenly on one end of the fabric. · Printed items should be washed inside out in cold water with low tumble dry for longest wear. White lines that may appear around the printed design will disappear after the first wash. · Some embroidered items may contain small pieces of stabilizer on the front or back of the design which should disappear after the first wash. · Glow in the dark thread should be placed under light for a few seconds to gain full strength.
Q. Do I have to pay sales tax?
A. In accordance with Texas state law, we collect sales tax on all orders billed inside the state of Texas.
Q. If an item is damaged upon receipt, what should I do?
A. If all or part of your order arrives damaged, please email us right away. Sometimes the freight carriers will want to inspect the damaged box(s) and merchandise so please keep all packaging material. You may be required to take pictures of the damages, preferably digital, to be sent by email. We are not responsible nor liable for damage caused during shipping.
Q. What is your return policy?
A. We have a 10 day guarantee on merchandise from the date of delivery on most items, however, some items can only be exchanged or issued store credit. You must contact us to make arrangements for any returns. Please do not take it upon yourself to simply return any merchandise or you will void any and all return rights. We will provide instructions to you via email on how, when and where. All orders returned, for other than damages will be charged a 25% restocking fee plus shipping. Because of the nature of our personalized products, there are no refunds on personalized or made to order clothing and picture frames. Clothing must be unused, unwashed, and in original condition and packaging. There are no exeptions to this policy.
Q. Can I return Personalized or Holiday items?
A. Personalized and Holiday items, including costumes, are not refundable. Please check with customer service if you wish to make an exchange.
Q. After you give me instructions for returning an item, how should I send it back?
A. It is always best to send your package back in a manner that is trackable (UPS, Fed Ex, or Delivery Confirmation). We cannot be responsible for non-receipt of returns that cannot be tracked, nor can we confirm receipt of a return/exchange until it has been processed.
Q. What if I changed my mind and refuse a delivery?
A. Refused Shipments will be charged a 25% restocking fee.
Q. Where do you ship orders?
A. Orders are shipped only to the U.S. lower 48 states, however, we do not ship to APO or FPO addresses.
Q. How long does it take to receive most orders?
A. Orders are processed approximately 2 BUSINESS days of receipt and clearing of payment, and should arrive in 3-4 weeks or less after processing, depending on the items ordered. Hand-painted items typically take 1 to 2 weeks to paint, dry and ship. Made to order and personalized items take approximately 3-4 weeks.
Q. What is the cost of shipping?
A. Shipping is $6.95 for orders under $50 and $7.95 for most orders over $50. Some items may have additional shipping charges.
Q. What should I do if I have difficulty using the web site?
A. If you experience technical difficulties using the web site, please let us know as we are always anxious to improve the site in any way we can.
Q. What if I need to cancel an order?
A. Most orders are processed immediately. Once an order has been processed, we are unable to cancel it. Email us to find out the status of the order and we will do our very best to accommodate your request.
Q. Return to Sender - What if I provided you with the wrong address?
A. If for some reason your order is returned to us because you provided an incorrect address, the cost to return the package to us will be charged to your credit card. If you want your order re-shipped to a new address, shipping charges apply again. If you don't want your order re-shipped, a 25% returned order/restocking fee will be charged to your credit card.
Q. How can we reach you?
A. The fastest way of reaching us is via email. Please reach us at email@example.com
Q. Disclaimer and Events Beyond Our Control
A. Small Pet Clothes are not to be held liable for any loss incurred through the use of this website, products and/or the information contained herein. If you are dissatisfied, your exclusive remedy shall be to cease using this website. No refunds will be made nor are we to be held liable for delivery delays, lost or damaged packages due to bad weather, natural or man-made disasters, acts of war, terrorist attacks or any other event beyond our control.