Returns, Shipping & Billing
Processing & Shipping:
Processing Time: We do our best to ship orders as quickly as possible. Most orders placed through our site will be processed and leave our store within 2-5 business days of the order date, unless otherwise noted. Each item is made on demand and custom by hand for that specific order. Once your order is processed, your order will then ship out via the shipping method you selected at checkout. Please note processing time does not include transit/shipping time.
Transit Time: We offer standard shipping (2-5 business days), Priority Mail (2-3 business days) and Priority Express (1-2 business days guaranteed). All packages will be shipped via USPS, and a tracking number will be provided.
When purchasing a SHIPPING UPGRADE, please note that your item will still take the full processing time. The shipping upgrade ONLY speeds up shipping time. No refunds will be given for confusion with this policy. Also note, USPS decides whether your item ships within the allotted shipment time, Redemptiondog.com has no control over whether your priority ships in 2 days or 3 days (this depends entirely on your location) and Redemptiondog.com is not responsible.
Redemptiondog.com is not responsible for items once they’ve been marked “delivered” on tracking. If your item has not arrived, first check the tracking information. Next, contact local post office. The USPS post office can give you the GPS location of your package.
When orders are in high volume (typically September through December) it will take longer to hand make every item with care. Please check shop announcements for turn around time.
Please contact us if you need upgrades or have a specific deadline.
International orders ONLY: International shipping can sometimes be very slow. However, all international orders placed with Redemption Dog are shipped USPS First Class Package International Mail. Please allow at least 2-4 weeks for delivery. The average is about two and a half weeks but it is not unusual for it to take longer. Also, please be aware of import taxes. We cannot be held responsible for this charge.
Returns & Exchanges:
To ensure 100% customer satisfaction please review below policies.
We do our absolute best to give you the most accurate details concerning our products. It's our goal to make sure you are completely satisfied with your purchase at Redemption Dog Shop! Each item is handmade to your specific wants and needs (color of garment, size of garment, as well as the design). Even though your item may not be "personalized", it is still custom to your needs! This also ensures each item you receive is brand new, and never used.
Wrong Size Ordered: For hygiene purposes, dog apparel cannot be exchanged or returned. Please compare your pet's measurements with the size charts of each listing before purchasing to choose the correct size. If you decide not to measure your pet accurately, we cannot be responsible for inaccurate size selection or measurement. If you have ANY questions at all about sizing, please message us BEFORE purchasing, and we will try to help you out as best as we can. If you have mis-measured, we can't be responsible for mis-measured purchases. If you ordered the wrong size, let us know within 3 days of delivery receipt and we will send you a one-time code for 40% off so you can reorder the correct size.
Damaged/Defective/Incorrect Items: If applicable, and the item you receive is damaged or defective or the incorrect size, and an exchange is necessary we will work with you to process an exchange or return. Notify us within 3 days of receipt that there is an issue and if it is our issue, we will get it fixed at no charge to you. Just send us a photo of the item in question to firstname.lastname@example.org and we will help you with your issue.
Personalized Items: Please note that items in the shop that are personalized cannot be refunded or returned. If there is an error on the shop's end with your personalized item, please send us a photo of the mistake. We will gladly replace your item at no charge to you upon photo review. Please send photos within 3 days of delivery.
AFTER you verify with us that your order is approved for a refund or exchange:
- Item(s) must be in ORIGINAL, SELLABLE CONDITION and have all original tags and product packaging (not including the shipping box).
- Item(s) must be clean and contain NO pet hair. (None. Zip. Nada. No Pet Hair, Please!)
- We cannot accept returns of items that have been worn or washed.
- Send it back to us by (1) Packaging the items securely; (2) Including your packing slip or order number, along with the reason for return; (3) Obtaining and recording the shipment tracking number from your carrier.
- Returns that don't meet the above criteria will be returned to you, at your expense.
- We do not refund your original shipping or return shipping charges. Returns sent back after 14 days from ship date will receive store credit only.
- Don’t mail us anything without speaking to us first! We do not offer returns or exchanges without prior authorization. We will provide you with a return shipping address once we approve your return.
Send all correspondence to email@example.com. Thank you!
We are happy to accept all major credit cards & Paypal. All items/orders must be paid in full before they are sent out.
You do not need a Paypal Account to pay for your items through Paypal. Choose the Paypal Option during checkout. After you submit your order, click the "Pay Now" button. Scroll down and you will see the option to pay with a Credit of Debit Card without having to sign up for a Paypal Account.
Cancellation policy - orders must be canceled within 2 hours of purchase.
Ink Selection Note:
We are an environmentally responsible shop and are proud to be one of the few shops using water-based inks versus the toxic & environmentally harmful plastisol inks. Plastisol inks may have a brighter white, but they are very toxic to our environment, so as an eco-conscious shop, we made the decision to use only water-based inks. The use of water-based ink almost eliminates VOC's in the printing/reclaiming methods and the need for any chemicals or solvents. We reduce waste by utilizing efficient production & studio lay-out methods. We reuse our inks, paper, cardboard, screens, sponges & containers. We recycle paper, cardboard, metals & plastics. We aspire to go above & beyond when it comes to being environmentally responsible!
Colors: Actual colors may vary slightly from the photos due to different monitor settings/calibrations. We cannot guarantee every computer monitor will accurately depict the actual colors of the product.
Customer Service Info:
Hours: Monday-Thursday 9am-4pm | Friday: 9am-12pm EST
Phone: 302-231-1746 – please note emails will be answered more quickly, as our phones are not monitored for customer service inquiries.