Service Policy– Doggie and Me Boutique

Order Process

Do you provide a mockup before production?

Yes. We provide digital mockups of your customized toy so you can review and approve the design before production begins.

Can I see the finished toy before you finalize my order?

Yes — upon request, we can send photos of the finished toy before finalizing your order.

When does production start?

Production begins once you approve the design and confirm your order. Changes after confirmation may incur extra charges.

Refunds & Returns

Do you offer refunds or returns?

Because all toys are made to order, they are final sale. We refund or replace only items that arrive damaged or defective.

What if my order arrives damaged or defective?

Contact us within 7 days of delivery and we’ll provide a replacement or refund.

Production & Shipping

What’s your production timeline?

Production time is based on order size (business days = Mon–Fri, excluding U.S. public holidays):

1–24 toys: up to 12 business days
25–49 toys: up to 20 business days
50–99 toys: up to 30 business days
100+ toys: up to 45 business days

Can I cancel my order?

Yes — you may cancel within 5 business days of ordering. If production has started, you’ll be charged for materials + labor worked up to cancellation.

Do holidays count as business days?

No. We don’t operate on major U.S. public holidays, and they don’t count toward business days.

How are shipping methods and costs calculated?

Shipping methods and costs are calculated at checkout based on your location and chosen service.

How long does delivery take?

Delivery time depends on the carrier and destination. We’ll email an estimated delivery window when your order ships.

Will I receive tracking information?

Yes — a tracking number is sent once your order ships.

What happens if there are shipping delays, loss, or damage in transit?

Once the carrier has your order, we aren’t responsible for delays, loss, or damage in transit.

What is your force majeure policy?

We aren’t liable for delays due to events beyond our control (natural disasters, carrier strikes, etc.).

Customization

What kind of logo file should I provide?

Please provide high-resolution artwork (300 dpi or better). Low-resolution files may not print as crisply.

Who is responsible for approving the design details?

You’re responsible for reviewing and approving all mockups. Once approved, we aren’t liable for design errors.

Customer Responsibilities

What information do I need to double-check before ordering?

Please verify your shipping address and contact details. We aren’t responsible for delays due to incorrect information.

Is there anything I should know about packaging safety?

Keep packaging materials away from pets. Small parts may pose a choking hazard.

Contact

How do I contact you with questions?

Email us at sales@doggieandme.boutique.

Any final notes?

We’re committed to high-quality, custom toys and excellent service. Thank you for choosing Doggie and Me Boutique!