All our shipments are registered and a tracking number is sent to the customer immediately after we send the package.
WHAT CAN YOU EXPECT
Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.
The time frame for order delivery is divided into two parts:
- Processing time: Order verification, quality check and packaging. All orders processed within 24 hours after the order is placed. For the Clever dog camera - the manufacturer and China Post process the orders, which takes an additional 2–4 days.
- Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. International delivery usually takes about 15-20 business days, domestic USA 5 days. (For the Clever Dog Camera US orders are shipped by e-packet, which is a US Postal Service product - items take between 7 and 14 days to arrive at their destination but can take longer from time to time)
WHO DO WE DELIVER TO?
All customers must be able to provide a valid shipping address and resident to where the parcel is to be sent to. A full breakdown of the shipping details, which include the full total amount, will be given to you at the checkout before the order is confirmed. Customers hold the right to leave the order stage at this time before the order goes through.
Please be advised that under no circumstance would an international customer have to pay an additional fee for postage upon collection of a parcel from the courier. All international parcels are subject to review by the customs agency of the destination country and the addressee is liable for any additional customs charges which may be incurred.
Customers still hold the right to leave the order stage at any time before payment is made and your order will not go through.
It is the customer’s responsibility to ensure that all of the order details are correct which include the correct sizes, colours and styles selected in the order are correct. This information cannot be amended or changed once confirmed. It is also the customer’s responsibility to ensure that the complete shipping address is correct which include the complete door number, street name and postcode. We do not hold liability for parcel delivered to addresses incorrectly stated on the order. A package from the wrong address stated on the order has to be arranged by the customer as we are no longer in possession of the parcel. We would have only followed the instruction initially requested on the parcel.
We suggest that you write a safe place option or a specific delivery request as a signature may not always be required for delivery of the parcel. If there is no-one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date providing that the service is applicable.
Dependent of your method of payment, you can have your parcel shipped to an alternative address. You must ensure that the full address details are included, such as the company organisation or name. You can use any available address line to provide additional details such as company name or other specific address information. If a major credit or debit card is used on our website, the billing address must always be the same address to where the card is registered to otherwise this may prevent an order from going through successfully. An alternative shipping address worldwide can be selected with this method of payment alongside 3D security obtained by the bank. When using PayPal the billing address must be registered, verified and confirmed by PayPal on the account and the shipping address must be in the same country of billing registration.
We are unable to give an exact date or time for the delivery as the parcel will be processed approximately 1-2 days after making the purchase (unless stated otherwise). All delivery dates should be estimated from the date the order is despatched which is usually approximately 1-2 days from this date. All dates for delivery which include other courier services should be calculated from the date of dispatch and not from the date of order.
Additional information sent from the couriers such as text messages and emails are not a guarantee of the exact delivery times. This can sometimes be sent in error and is not an exact representation of the timescale. Always confirm with the sender (doggietrendsNYC.com
) for the exact dispatch information for precise and more accurate information. We are not liable for delays calculated based on provided delivery estimates of the courier company in charge or other third parties.
Items may be returned for a full or partial refund or exchange within 14 days from the date an order was received. There is a maximum of 14 days from the date the parcel was received for customers to identify any faulty items and contact us.
Customers are required to send items back to us at their own cost via any courier if they do not suit their requirements and this will also include items that do not fit, not suitable, wrong item selected, incorrect sizing, not same as on the website.
Parcels must be sent back via post only - we do not accept returns in person to our distribution centre. All parcels returned in person not via the postal service can be rejected/returned to sender/not processed. We do not have any retail stores/outlets to purchase or return items to. All items returned must be in their original packaging ( boxes/clear plastic) and have labels/tags intact - except for items where packaging or labels were not provided by doggietrendsNYC.com
If an exchange is required we will send the exchange item free of charge. All items returned for exchange will be processed accordingly by our returns team. If the exchange item requested is no longer available at the time of processing and no alternatives are provided, an automated refund will be applied.
Refunds made for returned/damaged/missing items can include the part of the original postage and packaging. If you return every item from your order within the set time you will be refunded your full P&P placed from the original order. If only some of the items are returned, then part of your P&P will be refunded. If an exchange item is returned for a refund you will not be refunded any of your original postage but just the $5 for the item- refunds can be rejected at this time and we have the right to issue an exchange only for exchanges.
We strongly advise that customers inspect their order upon receipt of the parcel for any manufacturer's defects that could have possible been missed throughout the checking process. We have a dedicated control team, however, in some circumstances these errors can sometimes be missed, so it is highly advisable to apply checks before using a purchased item.
Customers must keep safe a valid postage receipt including parcel weight for all return parcel enquiries. A valid postage receipt including tracking number must be provided in case of any parcels lost in transit. Any non-delivery cases will not be valid without this receipt which includes with ePacket or any other courier service used. It is the responsibility of the sender to open a claim for any parcel’s lost in transit with the courier.
You may use the original packaging if you still have them. If not, please pack your items securely in any packaging material suitable. Parcel can be rejected if parcels are returned damaged due to unsecured packaging.
Full valid details along with refund/exchange instructions must be included within each returning package in order to be processed correctly. For example you must include a cover note stating your full name on your account, order number returned, the items from the given order that are being returned and your address for any exchanges to be sent. Alternatively, you can make a copy of your packing slip and highlight which items from this order you are returning and your request for a refund or exchange. Parcels can be held or rejected by the returns department and not processed if the received parcel cannot be identified by the details provided within the package. All returning requests for a refund/exchange will be processed upon the receipt of your returning parcel/packet from which our processing times of returning parcels are between 3-7 working days.
UNDELIVERED PARCELS RETURNED:
Providing that the recipient’s order has been registered as delivered by the courier company and providing that the customer has provided the correct delivery address, if an order is not received by the customer within the first seven days from the delivery date stated by the couriers, we can raise an investigation in our aim to recover the parcel. Please be advised it is a compulsory condition to report non-delivery cases within 10 calendar days from the delivery date stated by the courier company to initiate a claim with the courier company. Under no circumstance can we declare a parcel as lost until a full investigation with the warehouse/courier company/returns department has taken place.