EFFECTIVE January 1, 2005 - we will no longer issue refunds for returned merchandise. Returned merchandise can only be exchanged or returned for store credit.
We stand behind our products 100%. If you are not satisfied with your product for any reason, you may return it within fifteen (15) days of receipt for an exchange or store credit good for one year. See further details below.
The following conditions apply to all returns and exchanges:
1. If you are not satisfied with your product for any reason, you may return it within fifteen (15) days of receipt for an exchange or store credit. Store credit is valid for one year from date of issue. All items returned to us must be in unused condition and in their original packaging and must be sent back to us via an insured method such as Fedex or UPS with a tracking number. The customer is responsible for the original and return shipping charges on all returns and exchanges. We do not accept any returns via COD. We apologize but we cannot accept returns for items received after fifteen (15) days under any circumstances and/or is not in its unused original new condition. A 25% restock fee will be charged to all returns received without an RA number or without the original tags still attached. We reserve the right to determine whether or not an item returned is in its unused original condition. **DO NOT SHIP COLLARS BACK TO US BUCKLED UP - THIS STRETCHES OUT THE HOLES AND THE COLLAR WILL BE CONSIDERED USED AND NONRETURNABLE!**
2. The customer is responsible for all return shipping costs on items being returned or exchanged. Store Credit and/or exchanges will be provided once the original purchased item has been received by us in its original condition. Customer is responsible for original and return shipping costs.
3. All returns and exchanges require a Return Authorization (RA) number to be issued.
within fifteen (15) days of receiving the purchased item, to receive an RA number prior to returning any items. Items without RA numbers will not be accepted for return. Any items accepted will be charged a mandatory 25% restock fee.
4. We cannot give returns or exchanges for items lost or damaged during original or return shipping. If item is damaged during shipping, it is the customer's responsibility to notify us and the shipping company within 24 hours of receipt of the item. All returned items must be sent back via insured methods such as UPS, Airborne Express, Fedex, or USPS Insured.
5. We cannot give returns or exchanges on custom made, engraved or personalized items, unless the product has defective workmanship. Pet Furniture Items, Dog Beds, Plush Dog Beds, Pet Carriers, Crystal and Painted ID Tags, are NONRETURNABLE! Because of the unpredictable nature of pets, rhinestone collars and crystal collars are also NONRETURNABLE!
6. Please make sure you read the dimensions and weight limitations for each Pet Carrier and Dog Bed. Due to strict health regulations, we cannot accept PET CARRIERS or DOG BEDS for return or exchange.
7. All purchases of sale, clearance, and perishable items are FINAL.
8. Please measure your pet accurately as we will accept one exchange per item. Every exchange thereafter will be charged a $15 fee. All exchanges are subject to shipping charges incurred to ship out the new item.
9. If your item has been shipped directly from the designer, please contact us and we will arrange for the item to be returned or exchanged. We cannot ensure proper credit if an item is returned to the designer without our prior notification.
10. Any packages returned back to VipPUPS as undeliverable and it is not due to an error on the part of VipPUPS, the customer is solely responsible for charges to re-ship the item to the customer.
If you wish to return or exchange your product, simply just
. We will do our best to answer your questions and resolve the situation as quickly and as courteously as possible. Again, thank you for your business!!!!
We accept Visa, MasterCard, Discover, and Debit Cards.
Online Boutique Hours of Operation
Monday through Friday from 9am - 5pm Pacific standard time
To inquire about a pending order, you may e-mail us at
or call 1-626-244-PUPS (7877)
You have 24 hours from the time of your original purchase to cancel your order for any reason. If you cancel your order after this time period you will be issued a refund (less a 25% restocking fee and shipping & handling charges). Custom made items cannot be cancelled after the 24 hour period. To cancel an order, we must receive your cancellation notice in writing via e-mail or fax. An order is not considered canceled until you receive an e-mail from us confirming your cancellation. If the order ships before this confirmation is received, you must either refuse the package or return the merchandise back to VipPUPS in it original condition within 5 (five) business days of receipt or our standard return policy will apply (store credit only). The customer is still responsible for the 25% restock fee, as well as the original shipping and return shipping costs. An order cannot be cancelled once it has been processed.
Defective or Damaged Items
If an item is defective, or you wish to return the item, you must
within 24 hours of receiving the purchased item. We reserve the right to determine whether or not an item is defective. We are NOT responsible for issuing refunds on merchandise due to wear from your pet. We reserve the right to determine whether or not an item returned is due to wear from a pet.
Because of the nature of our business, an item purchased may be on backorder from the designer and it is possible that we might not be notified of the backorder immediately upon your purchase. As soon as we are notified that an item purchased is on backorder, you will be notified via e-mail of an approximate shipping date and will be given the option to wait or cancel your order. If you decide to cancel your order, a refund for the full purchase price plus any applicable shipping charges will be processed immediately.
Custom Made Items
Custom orders cannot be exchanged or returned. Please note details within each item's description under availability. This includes personalization of any kind or anything not offered in our boutique by way of design, color, size, etc.