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Policies

WELCOME

Thank you for choosing Cute! Pet Gear. Everything in our shop (excluding the Links-It ID Tag Connector) is handcrafted in Syracuse, NY. Custom orders are welcome. 

Handmade items are individually made to order, except where noted as 'ready to ship'.  Please allow up to 5-7 business days for handmade items to ship, though most orders ship well before then.  If you need something right away, please contact us prior to placing your order to confirm we can meet your desired ship date.

PAYMENT

Our online payments are processed via PayPal and Braintree (a PayPal company).  A PayPal account is not necessary to use the PayPal service. We accept Mastercard, VISA, Discover, American Express, and PayPal. Learn more about the security of PayPal here.    

SALES TAX

If your purchase is being shipped to a NY State address, appropriate state/county sales tax will be added to your order at checkout.  NY State requires sales tax to be applied to shipping charges.

SHIPPING

We ship worldwide from Syracuse, NY.

FOR ORDERS SHIPPING TO THE USA:  All shipments are via USPS First Class. Additional insurance is recommended. Please indicate in the message section if you would like your purchase insured for the amount of the purchase price.

The customer assumes any responsibility for uninsured orders lost in the mail. Additional shipping options are available, please contact us if you would like your order shipped via a different carrier.

INTERNATIONAL SHIPPING & IMPORT TAX: Items ship from the United States via US Postal Service First Class Package International Service.  Each country determines its own rules and rates regarding import tax.  Import taxes are charged by the country of residence (they are not imposed by Cute! Pet Gear) and are the responsibility of the buyer.  These charges are not included in the item prices or listed shipping charges on the Cute! Pet Gear website.  They will be handled/charged by the local postal office at the time of delivery, in accordance with that country's requirements.  Please use the DUTY CALCULATOR to calculate any import tax you may be charged by your local post office at the time of delivery.  The items purchased from Cute! Pet Gear will be listed under the 'Home & Garden' product category on the Duty Calculator.  

All packages shipping internationally will have your order total visually available in a sealed packing slip on the outside of the package to prevent inaccurate duty calculations at the point of delivery.

Please be mindful of lengthy delivery times for international orders due to customs clearance, weather, etc. 

CUSTOM ORDERS

We'd be happy to work with you to create the perfect item for your pet!

Please allow two weeks from the date of your purchase for any custom order to ship. For limited edition items, please allow additional time if requesting a coordinating accessory.

REFUND/EXCHANGE POLICY

TERMS

Items that are eligible for refund or exchange (see below) must be returned in their original condition showing no signs of wear, damage, or tampering. Items must be received intact, so please choose an appropriate mailer.  For all items, the 'date of receipt' will be the date USPS tracking indicates the item was delivered to the shipping address provided by you.  Customer is responsible for all shipping charges for items returned, unless the item is being returned under warranty and/or an error by us.  Requests for return/exchange will be handled based on the following eligibility guidelines.  Each item's eligibility category is listed at the bottom of the item description.

ELIGIBILITY

STANDARD ITEMS - Eligible for refund or exchange within 30 calendar days of receipt.  Request for refund/exchange must be made via email to cutepetgear@gmail.com within that 30 calendar day period.

STANDARD ITEMS WITH SPECIAL FABRIC - Eligible for refund or exchange within 5 calendar days of receipt.  Request for refund/exchange must be made via email to cutepetgear@gmail.com within that 5 calendar day period.

CUSTOM ITEMS (not embroidered) - Eligible for exchange only, within 30 calendar days of receipt.  Request for exchange must be made via email to cutepetgear@gmail.com within that 30 calendar day period.  The exchange can be completed immediately, or buyer can request the exchange dollar amount to be provided in the form of a store credit or gift certificate.  Expiration date for store credit or gift certificate is 365 calendar days from date of issue.

CUSTOM EMBROIDERED ITEMS - Not eligible for refund or exchange.

STANDARD EMBROIDERED ITEMS (no customization) - Eligible for refund or exchange within 30 calendar days of receipt.  Request for refund/exchange must be made via email to cutepetgear@gmail.com within that 30 calendar day period.

PET BEDDING - Not eligible for refund or exchange due to sanitary reasons.

TOYS - Not eligible for refund or exchange due to sanitary reasons.

LINKS-IT - Eligible for refund or exchange within 30 days of receipt.  Request for refund/exchange must be made via email to cutepetgear@gmail.com within that 30 calendar day period.  Original packaging must be included with the return.

SALE ITEMS - Eligibile for return/exchange based on their original eligibility category provided in the item description. Refer to the eligibility category guidelines for details.  Example: if a STANDARD ITEM is on sale, it is eligible for return/exchange based on the guidelines for STANDARD ITEMS.  Refunds or exchanges will be made based on the dollar value of the item at the time of purchase.

SHIPPING CHARGES are not refundable.

GIFT CERTIFICATES are not refundable and cannot be converted to store credit.

WARRANTY

COLLARS, LEASHES, BOW TIES, NECK TIES, BANDANAS:  We offer a six month warranty on workmanship (hardware, fabric, and stitching) from date of purchase. Normal wear and tear or damage caused by your pet (chewing, soiling, rough play, etc.) or misuse (cut webbing, soiling, etc.) is excluded.

ITEMS IN THE PET LOVER CATEGORY:  We offer a six month warranty on workmanship (hardware and stitching) from date of purchase.  Embroidery detail, fabric, and/or fabric applique is warrantied for stitching only.  Damage to embroidery detail, fabric, and/or fabric applique caused by improper fabric care such as ironing, pressing, washing, etc. is not covered.  Every buyer receives care instructions with each purchase of these items to prevent any damage to embroidery detail, fabric, and/or fabric applique.  Following these care instructions will prevent damage to embroidery detail, fabric, and/or fabric applique.

TOYS: Toys are created to be chewed and roughed-up, and therefore slowly (or quickly) destroyed.  We offer a one month warranty on exterior side seams only.  There is no warranty on fleece, fabric, squeakers, ribbons, exterior machine embroidery, or other decoration.  Please consider your pet's play style before making your purchase and always monitor play time.

BEDDING:  Some pets may chew bedding.  We offer a one month warranty on side seams only.  Please consider your pet's activity level before making your purchase and always regularly check bedding for signs of chewing to prevent your pet from ingesting the fabric.

SAFETY

Each customer is responsible for determining the suitability of handmade items for their individual pet. Please be sure to consider your pet's activity level, size, weight, and play style when choosing an item. 

CATS: Collars for cats MUST be purchased with breakaway style buckles. Breakaway buckles are designed to come apart with pressure to prevent choking if your cat becomes caught. They should not be used with a leash. It is our shop policy to make cat collars only with safety breakaway buckles.

DOGS: Collars with breakaway buckles should NOT be purchased for dogs who are walked on a leash. 

RESERVATION OF RIGHTS

We reserve the right to refuse requests for custom embroidered items that are deemed to be hateful or distasteful. We must also refuse any requests for licensed items, registered marks or copyrighted elements.

Your pet's safety is our priority.  We may contact you via email if your order includes an item that may not be appropriate for your pet to ask additional questions on usage.  We reserve the right to refuse and refund paid orders prior to shipping for items deemed inappropriate for your pet for safety reasons.  For example, a very lightweight collar purchased in a size for a very large dog would not be sufficiently strong enough to use with a leash for that dog. 

PRIVACY

We do not share or sell your name, address, phone number, email address, payment information, or any other information you provide to us with anyone.  Ever.

During the checkout process, you will be asked to provide some information that is necessary to accurately process your order.   

Your address is used to verify your payment method and shipment information.

Your phone number is used to verify payment method, and for us to contact you in case of a problem with your order or the shipping of your order.  We will never contact you by phone for any other reason.

Your email address is used to confirm your order status and provide tracking information.  You may also receive an email about a week after your order is sent inviting you to provide us with some feedback about your experience and the items you received.

By joining our mailing list via the home page or during checkout, you agree to receive periodic updates from us. Our email updates are sent no more than once a month, but you can always check in to see what we're up to on our blog or Facebook page. If you'd prefer not to receive our email notices (other than for order confirmation and status updates), please click unsubscribe at the bottom of the email, or contact us directly at cutepetgear@gmail.com.  No questions asked.

When you check out, a customer account is automatically created for you.  Customer accounts allow us to accurately track your past orders, issue store credit, and enters you into our Cute! Pet Gear Rewards Program.  Your customer account also allows you the ability to  create a wish list (and share it with friends/family), track orders, and save time during checkout the next time you make a purchase.  And, in 2018, we will be rewarding our returning customers with special savings and your customer account will allow us to assign those features to you so you won't need to remember to enter a coupon code.   

Your information is encrypted and protected via our web host's (Bigcommerce) SSL certificate. When you are on a page that requires personal data (such as the customer account page and checkout/cart), you will see the url change slightly from cutepetgear.com to one that will have "mybigcommerce" in the url.  This is normal and you will notice "https" at the beginning of the url, indicating you are on a page where your information will be encrypted and secured.  The 's' in the "https" indicates a secured site.

GIFT CERTIFICATES/STORE CREDIT

GIFT CERTIFICATES expire 365 days from the date of purchase.  Gift certificates have no cash value and may be used to purchase items from Cute! Pet Gear online at www.cutepetgear.com or directly from Cute! Pet Gear at a special event.  If redeeming a gift certificate in person at a special event, the certificate must be presented at the time of purchase. Cute! Pet Gear gift certificates may not be used at third party retail locations that sell Cute! Pet Gear merchandise.

STORE CREDIT has no expiration date.  Store credit may be issued for returned items if the item is eligible for refund/exchange. Upon returning an eligible item (see eligibilty policies above), the customer may choose to receive a refund, exchange for other merchandise, or store credit.  If store credit is chosen and issued, it may not be converted to a refund at a later date.  Store credit has no cash value and may be used to purchase items from www.cutepetgear.com only.  Store credit may not be used in person at a special event unless advance arrangements are made and approved in writing via email at cutepetgear@gmail.com prior to the event.  Store credit may not be transferred to another party.  Store credit that is granted by Cute! Pet Gear as part of a promotional event will be held to all guidelines of this section.  

 

  

 



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