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Here you'll find a list of frequently asked questions. Just click on a question and it'll take you right to the answer! If we left something unanswered, please feel free to email us. We answer all emails as quickly as possible.
What payment methods do you accept? TOP
All major credit cards: Visa, Mastercard, American Express, Discover
*SnugglePuppys.Com will appear on your credit card statement.
*Credit cards are charged at time of order. *Payable in US dollars only. Is ordering online safe? TOP YES! Your credit card information is protected with a secure SSL Certificate that encrypts all of your transactions through our site with industry-standard secure sockets layer (SSL) technology. When you are on a secure page, you will see a glowing padlock on your browswer. Also, in the address bar of the secure pages, you will see https:// rather than http:// How do I contact you? TOP There are several ways to contact us:
We can also be contacted via phone at 480-467-7499 (MST). We are an online only pet boutique, we not have normal regular business hours. If you reach our voice mail, please leave a message. We return calls as quickly as possible.
Another great way to get ahold of us is by using the live help button. Underneath the 'Search box' of every screen is a Live Help button.
If you are contacting us to make a change to your order, please email us. We like to get everything in writing. This protects both the customer and SnugglePuppys.Com. If you do not get a response within 24 hours, then contact us by phone. Sometimes emails do get lost in cyber space. How do I order by phone? TOP We can be reached at (480) 467-7499. Please note we are on Mountain Standard Time (Arizona). Due to being an online only pet boutique, we do not have regular normal business hours. If you do not reach us by phone, please leave a message, we will get back to you as soon as possible. Prior to calling, you must go through the ordering process and for payment select Pay By Phone. This will send an email both you and our ordering department a copy of the order. This ensures that all information, including mailing address and products ordered are correct. If you chose not to go through this process, we will not be responsible for inaccuracies. How long does it take to process my order? TOP Order are processed and shipped within 1-2 business days (M-F) from receipt of payment/order, regardless of shipping method. Please note that if you pay for express shipping, this is only the method of shipping. This does not mean your order is shipped the same day. Although we strive to get all orders out the same day, please note it can take up to 1-2 business days. Large order may take longer. What shipping methods are available? TOP We ship via USPS and UPS. Customer will chose shipping method that best fits them at time of check out. Please note that UPS can not ship to a PO BOX. You must supply a physical address or a delay in order processing will occur. How much will I be charged for shipping? TOP Shipping charges are based on weight of order and shipping address. To figure shipping costs you will need to place the item(s) into your shopping cart and click Buy. You will then be taken to the shopping cart.
You will see the item(s) you have placed in your cart. You will also see:
1. Pick your country from the drop down box.
2. Type in your zip code
3. Pick Commercial or Residental address
4. Click Add Shipping- When you click this
You will see all the available shipping methods and the cost.
How can I view the status of my order? TOP Just click on Order Tracking under the View Cart heading, enter your order number and email address. Once my order is processed, how long before I will receive it? TOP For USPS-
For UPS-
(Not including weekends)
 Do you ship internationally? If so, are there additional charges? TOP Yes! We ship to most countries. No! We do not charge extra international shipping fees. Customers are responsible for any customs and duty fees. These fees are assessed by each individual country at the time of delivery. Unfortunately, we cannot estimate your country's customs and/or duty's fees. It is illegal for us to put "gift" on the customs forms or reduce the amount of the purchase price, please do not ask us to do so. Do I have to pay sales tax? TOP Orders with a billing address in Arizona are subject to a 6.6% sales tax. What is your return policy? TOP We want you to be happy with your order. If you are not completely satisfied with your purchase, simply return the merchandise in its original packaging with tags attached within seven (7) days of receipt for an exchange or store credit. All returns must be in new condition. There is a 15% restocking fee on all returns.
Are there any items that can NOT be returned?
Yes. Due to health regulations the following merchandise can not be returned.
All returns require a RMA (return authorization number). Please email us for a for complete return instructions. Any items returned without a RMA will be refused.
For your protection, we suggest you send your return via UPS or by USPS with insurance and delivery confirmation for tracking purposes. SnugglePuppys.com is not responsible for lost packages. Sorry, no cash refunds. We only offer store credit. Store credits do not expire. After 7 days, NO returns will be accepted. SnugglePuppys.com will not reimburse shipping costs. Are there any items that can not be returned? TOP Yes. Due to health regulations the following merchandise can not be returned.
What happen if my package gets returned undeliverable? TOP All charges that we incur due to non-delivery will be passed on to you. We will not be responsible for packages not able to be delivered. Also please note that all orders that are returned due to non-delivery will be charged a 15% restocking fee and customer will receive a store credit. What if my order arrives damaged or defective? TOP Please notify SnugglePuppys.Com within 24 hours of receipt of order. We will give you instructions on how to return the damaged/defective product. If we are not notified immediately, we will not accept the return. SnugglePuppys.com will refund return shipping costs (for defective/damaged items only) for the return once the item is received by us. It is the customers responsibility to ensure all items are received in working condition. What if I was shipped the wrong item? TOP Please contact us within 24 hours of receipt of order. We will reship out to the correct item to you. You will be required to ship back the incorrect item. For your protection, we suggest you send your return via UPS or by USPS with insurance and delivery confirmation for tracking purposes. SnugglePuppys.Com will not be responsible for lost or damaged items. Once the item has been received, we will then refund the shipping charges to return the item. If the item is not returned within seven (7) days, we will charge your card for the merchandise plus, shipping for the replacement product. It will be implied that you wanted to keep all merchandise. Can I cancel my order? TOP You may cancel your order at any time (except custom/special orders can not be cancelled). There is a $5.00 cancellation fee. Cancellations are only for orders that have NOT been shipped. If your order has been shipped, please see our return policy. All cancellations must be done via email. SnugglePuppys.Com reserves the right to cancel any order at any time. Will all of my items be shipped together? TOP No. 99% of our products are shipped directly from our store, however, some products are shipped directly from the manufacturer. If you have a question as to how a product is shipped, please feel free to email us. Note: All dog carriers, pet beds, and collars/leashes are shipped directly from designer. What are the terms and conditions of this site? TOP Copyright Notice All material on this website is the sole property of SnugglePuppys.Com. The material is protected by The United States and International copyright laws. This includes, but not limited to, all text, pictures, design, logos, and graphics. ALL RIGHTS RESERVED. Disclaimer of Liability This site and all contents of this site are provided without warranties of any kind, either expressed or implied, on an "as is" basis. SnugglePuppys.Com will not be liable for any damages of any kind related to your use of this site, including but not limited to direct, indirect, incidental, punitive or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties. By your use of this site, you acknowledge that your use of this site and your connection to this site is at your own risk and you assume full responsibility for all costs associated with the necessary servicing or repairs of any equipment used in connection with your use of this site. Inaccuracy Errors From time to time, there may be information on this site that contains typographical errors, inaccuracies or omissions that relate to product pricing, availability and descriptions. We reserve the right to correct any errors, inaccuracies or omissions, and change or update information at any time without prior notice (including after your order has been placed- We will email you immediately if this has happened). We apologize for any inconvenience this may cause. Please understand that while we do our best to provide you with accurate and correct information, it is not possible to guarantee that the site is free of all human or technological errors. Privacy Policies SnugglePuppys.Com has created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for this website. We use your IP address to help diagnose problems with our server and to administer our Web site. This site contains links to other sites and SnugglePuppys.Com is not responsible for the privacy practices or the content of such Web sites. Our site uses an order form for customers to request information, products, and services. We collect customer's contact information (like their email address). The customer's contact information is used to get in touch with the them when necessary. We will not distribute or sell your personal information about to anyone. | ||||||||||||||||||||||
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