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Customer Care

We hope  you enjoy your visit to PawChic.com but if you have questions, simply click: contact us

PAWCHIC
Founded in 2008, the PawChic team is ready to assist and is proud to provide you with the answers that you may need. Whether your question is on a product that we carry OR caring knowledge about the canine community, we will do our best to answer your specific need. 

CONTACT US
Please feel free to contact us with your questions.

tele:
We operate on EST | New York, NY | If you contact us, we will be happy to assist you as promptly as possible.  To date, with all the phishing and spiders scammers use to collect information on the web, publishing a phone number creates enormous burden for us small "Mom & Pop" shops. We apologize for the inconvenience, but a quick note to us - and we'll respond ASAP.

GIFT CERTIFICATE
A thoughtful gift that is sure to be appreciated by any pet parent! Simply click here to choose and purchase your choice of denominations. After purchasing the certificate of choice, we will email you a mandatory code for you to supply the recipient. You may download a physical "certificate" (if desired) to present to the recipient in a card or any other manner of your choice. You will find the certificates on the product page. Please remember to WRITE THE CODE we supply you via email on the certificate for convenience when the recipient wishes to make his/her purchase.

NEWSLETTERS
Join the PawChic newsletter subscription and receive invaluable tips and knowledge while pampering and protecting your pooch! You will also receive news on new items and specials. paw-refic!  COMING SOON!

SIZING
We encourage you to take advantage of the various sizing charts and recommendations on our website AND to measure your pet as accurately as possible. Since all orders and exchanges, are subject to shipping fees, we suggest that you proofread your order and call us if you have any questions. We will do our best to provide you the best size option for your pet

Table of Contents:

  • Payment - how to order
  • Shipping – charges, CA taxes & other
  • Delivery Time
  • Returns
  • Exchanges
  • Delivery Problems – non delivery, refusals, etc.
  • Missing Orders
  • Stock Availability
  • Prices
  • Product Descriptions
  • Privacy
  • Legal

PAYMENT
To ensure secure payments, we use PayPal which is encrypted with an SSL certificate. It is NOT required that you sign up for a PayPal account.  You may bypass this option and simply pay for your order. When prompted on the PayPal credit card page, just look for the GREY box at the end of the page and click "Pay with debit or credit card". We currently accept Visa, Master Card and American Express.

SHIPPING & DAMAGE DURING SHIPPING POLICY
PawChic ships domestically within the UPS and USPS limits to addresses in the 48 continental states only, not (always) including Alaska and Hawaii. Shipping may be subject to other geographic restrictions that apply to particular products. Your shipping and handling charge is reflective of your purchase’s weight & size. If an item is heavy and/or oversized (O/S), it will require an additional shipping surcharge and can be identified by the "O/S" marking. This is not a PawChic surcharge, but rather is standard practice with shipping providers. NOTE: if your purchase is damaged during shipping, please do NOT accept it and then notify a PawChic team member as soon as possible so that we may assist. Shipping companies often have time line policies in place which makes it necessary to inform them within 48 hours of receipt of damaged package and you shall hold the shipping carrier liable for damages, and not PawChic. PawChic ships items in undamaged condition and as such, is not liable for damage occurring during the shipping process. If the package was left while you were away, you must take photos of the package to show any damages to package if applicable, and/or photograph the damaged goods and you must report and return the damage, as stated above, within 48 hours of receipt or we may not be able to assist you.

Standard Rates
PawChic currently uses a flat $7.25 priority shipping fee, but may use real time shipping fees when available/appropriate. That means the system automatically calculates the current rates and fees delivery services charge. We use UPS, FedEx and the U.S. Postal Service for delivery of your purchases. In some instances orders are fulfilled from different warehouses and may be shipped by any one of the above mentioned delivery services. On occasion your purchased items may be shipped separately from each other. There are NO additional or hidden fees when shipments are split. Once an item is shipped, you will receive an email confirmation allowing you the ability to track your order. Please be aware that packages shipped via US Postal Service will only display a delivery confirmation. That means that detailed tracking information is not available in that USPS can not tell you step by step where the package is...only when and if it has been delivered.

*APPLICABLE SALES TAX WILL APPLY PER STATE REGULATIONS, which vary. Sorry, it’s not our choice!

*Oversized items (such as Car Seats & beds) are subject to dimensional shipping charges, which are not "minor" so again we implore you that you phone us if you have any questions about the best option for your pet. Shipping fees are NOT established by PawChic, nor is it our intention to profit from them. The customer is charged the what the rate calculator states any given delivery company (UPS, USPS.) charges. Sorry guys. I know shipping is a bummer. Not my favorite expense either but ya know, it is a service and I feel confident that you are going to LOVE your purchase so it’s all worth it!

DELIVERY TIME
Items MAY be processed same day if ordered prior to 1:00pm EST, however the standard is for your purchase to be shipped the following business day (Monday-Saturday)
. Orders are expected to reach our customers within 7-10 business days for In-Stock items, but they usually arrive within 3-5 days. Priority 1-day and 2-Day promises are NOT a guarantee and are not made by PawChic. These "promises" are made by USPS and we find that the USPS often fails to delivery timely, for which we are not responsible. The rates USPS charge for "1-Day" or "2-Day" are standard Priority Rates and are dictated by weight, not for expedited delivery. PawChic has NO control over USPS practices and by ordering you agree not to hold PawChic liable for USPS failures or practices. Once an order has shipped, the carrier is held 100% liable for delivery time and condition of delivered package, and not PawChic.

OUT-OF-STOCK:
We will notify you about the ETA of any Out-of-Stock items upon purchase, or you may phone us to inquire. Please be advised that items sent directly from our suppliers may take longer, as they are likely oversize items.

RETURNS
While we pride ourselves on offering the highest quality, PawChic is aware that our valued customers may occasionally need to return an item. If you are not 100% satisfied with your purchase, you may return the item in the original condition within 20 days for a full refund, minus shipping expenses. Shipping expenses cannot be refunded. PawChic will accept your return in its original condition for a store credit (less shipping) at the current selling price up to 30 days from the purchase date. Used items or items where the original condition has been altered or compromised can not be returned and we will determined if the integrity of the product has been compromised in consideration of issuing credit.

For "Shipping Problems" in respect to returns, please see below section: "DELIVERY PROBLEMS" for return policies.

Return process

  • Please email us for a Return Form to include with your package along with a copy of your original receipt.
  • When shipping your return, we recommend that you insure the package for it’s full value and ensure for tracking. PawChic is not responsible for lost and/or missing packages during the return process.
  • Once we receive your package and verify the contents’ condition, Customer Service will immediately refund your credit card or establish credit and send you an email notice that the return is complete.
  • What if the item was a gift?
    • If you received merchandise from us as a gift, please follow the above two steps as described.
    • Once we have received your package, we will issue you an online credit for the value of your item to use within one year of the date of issue. Customer Service will notify you via email of your available credit.

PLEASE NOTE: PawChic reserves the right to determine if a product has been used or is in non-resalable condition. Due to health concerns and regulations, beds and carriers cannot be returned so please ensure you purchase the proper size. If you are unsure, please feel free to call us and we will assist you in making your selection. 

EXCHANGES
We understand the frustration of ordering the wrong size so to exchange your item, please follow the same procedure as described for returns. Once we receive your package, we will apply the value of the returned merchandise to your new purchase. A flat $8.00 shipping fee applies to each item returned for exchange for most items. Heavier and/or bulky items will incur additional shipping fees. Order "add-ons" will be charged the Standard shipping and handling fees. Confirmation and the tracking number of your new order will be sent to you via email.

DELIVERY PROBLEMS
If an order is returned, refused or unclaimed by the customer due to customer negligence or absence, refusal, or in respect to the customer providing incorrect shipping information, we will make effort to contact the party via the phone number and/or email address provided. If no response is received, and the merchandised is back in our possession, the customer will be responsible and charged for the appropriate shipping expenses plus a 18% restocking fee. Store credit will be issued for the balance and expire one year from the date of issue. Should the customer request we resend their order, appropriate shipping and handling charges will apply.

MISSING ORDER
Should the unthinkable happen, and your order does not arrive (or is incomplete), kindly contact us at ask4 @ pawchic.com. Our policy is that the customer must notify us within 30 days of the date of purchase. This is simply to ensure that tracking is still valid for your package. We will always do our best to assist you should you neglect to contact us in a timely fashion, but PawChic is not responsible for missing deliveries that our not brought to our attention within 30 days of purchase.

CREDIT CARD DISPUTES
If you "dispute" a charge with your credit card company, without first corresponding with us to advise us of your wish to return OR if you dispute a charge and it is deemed "unwarranted" and PawChic is entitled to payment/compensation, then any bank fees charged PawChic (if applicable) will be deducted from your refund.

STOCK AVAILABILITY
Many of our high-quality products are produced in Europe (i.e. Italy, London), or are high demand items and therefore on occasion be out of stock. If an item is temporarily out of stock, we will contact and notify you immediately to inform you of the estimated delivery date. Both out of stock and back ordered items are shipped as soon as available.

PRICES
All prices are subject to change without notice; however, your order price will never change.

PRODUCT DESCRIPTIONS
We used great care to ensure accurate product descriptions are provided to our customers; however slight variations (and personal opinions) may vary. While the images on our website have been color-corrected to represent the options as accurately as possible, their appearance may vary and will correspond to the settings of your monitor.

PRIVACY
Your privacy and security is important to us! PawChic does not share your personal information with anyone or any outfit. We will only use your telephone number to contact you regarding your order if a problem or delay occurs.

Secure Shopping & Ordering
WE are very serious about online security. PawChic uses SSL (Secure Socket Layering) in the checkout process through PayPal.

Customer Information
PawChic collects information from the consumer that is necessary to process the order. We do not share or sell any personal information collected. To make frequent shopping easier, PawChic allows for each consumer to open an "account". This account is simply so that you are not required to resubmit your info during every shopping experience.

Newsletter Subscribers
Consumers ONLY receive our Newsletter if they choose to register and and submit the subscription form online. Every customer has the option to "Opt-Out" at any time.

Mercantile
Subject to PayPal privacy standards

LEGAL
All content on the PawChic website is our opinion. No member of the PawChic team is a veterinarian or professional canine behaviorist. All information and photos on the PawChic website are owned by PawChic (unless otherwise noted) and cannot be used or reproduced in any form. See our "Terms & Conditions" for more detail on rights (including but not limited to mark trends, copyrights and more). Click here for Terms and Conditions Agreement. IT IS A CONTRACT FOR USING OUR SITE. Thank you for visiting PawChic. May you and all your beloved family members live, love and laugh blessed days – every day.