Pop Your Pup Shipping Policies.
All custom products are made to order. It is the customers responsibility to calculate our average production timeline AND our average shipping timeline and take BOTH into consideration.
The customer is also responsible for responding and approving the customers artwork in a timely fashion. We DO NOT move your order into production until the customer approves of the artwork. This also needs to be taken into consideration when calculating the time it may take to receive your order.
Requesting edits, photo swaps, product or shipping address adjustments adds a total of 1 business day per order adjustment. By asking for any kind of edit to an order, the customer understands the additional time we may add to complete the requested adjustments.
Our Production + Shipping timeline is as follows
Art Production time - We reserve a minimum of 3 business days, and a maximum of 5 business days to complete your artwork. We do average a 2.7 day art turn around for your first initial proof, but reserve additional time in the case we experience an influx of orders.
Product Production time - AFTER the customer approves of their artwork, the order immediately goes into our print queue to be printed and if required, cut & sewn. Depending on the product, this may take up to 5 business days. Our product product time is an average of 4 business days.
Packing & Shipping time - Once the order has been printed, it is packaged and a label is printed to be shipped the next business day, at this time every customer receives a tracking number that may take 1-2 business days to update. We offer free shipping on ALL orders anywhere in the USA. Shipping in the USA takes on average between 5-7 business days, but can take upwards of 12 business days in the USA.
Shipping internationally takes on average 12-15 business days, but can take upwards of 30 business days. All customers receive tracking to monitor their orders progress.
Skip the Line Add on - When you purchase our "Skip the line" product add on, you automatically receive your art in 1 business day from the day you order.
Lost Packages - Tracking numbers that are created but are never updated may be considered lost or misplaced by the production department, or the shipping company. Lost packages are 100% covered and replaced by Pop Your Pup. We do not consider a package lost in the USA until 30 days have passed since the LAST tracking update. International shipping orders are not considered lost until 60 days have passed since the last tracking update. The customer is eligible to skip the waiting period and reorder the exact same order at a discounted rate of 50%.
Lost Orders with Delivered Status - Orders with a status of "delivered" is to be assumed by all parties that the order was in fact delivered. If the package is missing and the customer has checked other possible delivery points, with neighbors, at a front desk or club house the customer is responsible for following up with the delivery service company.
If the package is not found by the customer or the delivery company after several days of a successful "delivered" status the customer may assume the package was lost or stolen.
Pop Your Pup refuses any responsibility for these unfortunate occurrences.
If the customer purchased shipping insurance, Pop Your Pup will replace the lost or stolen package at no additional cost ONLY AFTER 14 days has passed from the date of the delivered status. If the customer DID NOT purchase our shipping insurance, the customer is responsible for replacing their order. We will provide a 50% replacement order discount for all lost or stolen package occurrences. We reserve the right to refuse this offer to any and all customers.
Shipping Insurance - Shipping insurance ranges from $5-$9 and costs all stolen and lost packages that have a "Delivered" tracking status. This payment is non refundable. Orders with tracking that is never updated do not need shipping insurance to qualify for replacement orders.
Damaged packages - Damaged items will be replaced with no additional cost within 3 days of the customer receiving their order.
Returns, Exchanges, & Refunds - Refunds are ONLY permitted before the artwork is approved. Once the customer approves the artwork, ALL SALES ARE FINAL. If the customer wishes to cancel their order and request a refund anytime before the customer approves their artwork, we will refund their order 100%.
Due to the nature of our custom products, Pop Your Pup does not accept returns, exchanges, or refund requests after the order has been printed, shipped, or delivered. This includes all issues due to user error i.e. garment size issues, errors in delivery address, incorrect color or product variant types. If the customer needs to exchange their order for a different size, we offer a replacement order of 50% off using the same exact art file.
In the event of a local disease outbreak or other "act of god" and we are advised or feel that it is necessary to halt or slow production for the safety and well being of our staff, orders may take longer to arrive. If these events were ever to occur, all those affected would be notified and offered a refund/cancelation of their order if they choose to do so as long as the order has not been shipped.
Service interruptions experienced by 3rd party services like shipping companies do not qualify for order refunds or cancellations and are to be handled between the customer and the 3rd party involved.