Ordering:

Some of our products have a 2 to 3 week lag time. Many of our products are hand-made and will be made at the time of order. Some products are in stock and will ship in the the next one or two business days. Other items may have to be ordered from the manufacturer if we do not have available stock. This may take up to 2 weeks. We will then email you once your order ships with tracking information.

If you have ordered something that MUST arrive by a certain date, please call us at 607-829-5770 or email at Elena@onechiccanine.com and let us know. We will try our best to get it to you by that date.

SHIPPING:

A. Carriers Used:
USPS or UPS. It is the sole discretion of Sophisticated Canines or when an item is being shipped directly from the designer, to use the carrier of their choice. All items will be traceable and insured for your protection. We do not accept C.O.D.

B. Delivery Days/Times:
1. Most orders will be shipped and delivered within 2-14 business days (depending on stock availability), however, custom made orders will take up to 6 weeks after receipt of your order. If an item is not in stock at the time of your order, we will immediately order the item for you. Please refer to the product listing for further expected delivery times set forth with each product. If we can’t ship within that period or their will be a delay, we will notify you by email or by phone to let you know of the status.

2. Most parcels reach their destination promptly and without incident. Please understand that Sophisticated Canines has no control over delivery day or delivery time, once the parcel is turned over to the carrier. Therefore, we are not liable for any lost or delayed package. If any incident does arise, please call our boutique and we will help you locate your package through the carrier.

3. The estimated delivery days indicated above in the heading A. Carriers Used: are based on business days. A business day is Monday-Friday, excluding holidays, unless otherwise indicated by the carrier.

4. Additionally, this site disclaims any and all liability for the carrier failing to adhere to delivery days and times.

C. Where We Deliver:
1. Continental U.S., Alaska, Hawaii, U.S. Territories (Puerto Rico, U.S. Virgin Islands), Canada and US APO/FPO military stations.

D. Sales Tax:
If you are a New York resident or shipping to a residence in the State of New York, your order will incur a 8.25% sales tax.

E. Lost or Damaged Parcels:
1. Most parcels reach their destination promptly and without incident, however sometimes a parcel is lost or damaged in transit. Sophisticated Canines is not responsible for parcels lost, stolen, or damaged in transit. However, Sophisticated Canines insures all parcels for full merchandise value to ensure that you are protected to receive your money back on the item(s) purchased.

2. If you shipment is lost or damaged, please call our boutique and we will file a claim with the carrier indicated.

F. Undeliverable Parcels:
1. Any parcel returned for the following reasons; Refused, Unclaimed, Invalid Address, Unknown Address, or Insufficient Address will be subject to: duplicate shipping fee plus $5.00. If you choose to cancel the order or we are unsuccessful in reaching you for address verification, you will be surcharged a 25% cancellation fee of the entire purchase price, less shipping fees; shipping/Insurance, packaging, handling and postage fees will not be refunded

RETURN POLICY

ALL RETURNS MUST BE SENT BACK IN THEIR ORIGINAL CONDITION, INSTRUCTIONS, PACKING MATERIAL, ETC.. ON OR BEFORE THE FIFTEENTH (15) DAY OF RECEIPT OF THE PACKAGE LEFT IN YOUR MAILBOX, DOORSTEP OR HAND DELIVERED. HOWEVER, IF WE DETERMINE THAT YOUR RETURN HAS BEEN USED, YOUR ITEMS WILL BE SENT BACK TO YOU! PLEASE REFER TO OUR ENTIRE RETURN POLICY FOR FURTHER DETAILS!

Items Excluded From The Return Policy:

• Custom - Hand made orders - Custom or handmade orders cannot be exchanged or returned. Please note details within each item's description before making your final decision. This also includes personalization of any kind or anything not offered in our boutique by way of design, color, size, etc.
• Carriers, beds, blankets and dens – Due to health regulations, we can not accept returns on these items. Therefore, please note details, sizes, weight restrictions, etc.. before making your final decision.
• Specials – Because these items have been marked "Specials", they are considered non-refundable and all sales of these items are final. As always, please make note of the product(s) description before making your final decision. Also, any items that are marked as "Specials" are only exclusive to web purchases only and do not include in-store sales.
• Treats, foods and other perishables - Due to health regulations, these items are final sale and non-returnable.
• Plush Toys - Because the type of breed and age plays an important role in a dog's chewing and playing habits, we can not guarantee that any plush toy that we sell will withstand your dog's level of chewing aggression. Therefore, no plush toys are returnable.
• Used Items - If any item (that is not mentioned above and qualifys to be returned) shows signs of stains, dirt, excess pet hair, stretched, washed, chewed, holes/rips, broken safety seals on any bottled or jar product, etc.. we will NOT ACCEPT as a return. NO EXCEPTIONS!

IF YOUR RETURN DOES NOT INCLUDE ANY OF OUR EXCLUDED ITEMS ABOVE AND YOU ARE NOT COMPLETELY SATISFIED WITH YOUR ORDER, YOU MAY RETURN THE ITEM(s) FOR A:

• Store Credit,
• Exchange, or
• Refund (less shipping costs PLUS a 10% refund surcharge on the total amount of the items being returned*).

* IF YOU CANCEL ANY ORDER BEFORE IT HAS SHIPPED, THE 10% SURCHARGE WILL STILL BE APPLIED AS WE ARE CHARGED FROM THE CREDIT CARD PROCESSING COMPANY TO REVERSE THE CHARGE. NO EXCEPTIONS!

A. Return Authorization Number (RAN) Required:
1. A Return Authorization Number (RAN) is required for all product returns. Any parcel received without an authorized number will be refused and returned to the sender. All returns must include the original manufacturers packaging to qualify for an exchange, replacement, credit or refund. Please note that refunds do not include shipping, handing, postage fees, OR the surcharge fee - no exceptions. Please email customerservice@onechiccanine.com to obtain a your Return Authorization Number or call us toll free at 607-287-1967 .

B. Dissatisfied With a Product?
1. You may return any product that is not considered custom made or clearly marked non-refundable in the product description (or listed above) and is unused. Sophisticated Canines reserves the right to determine if the product is used or not (see below). If a product is returned used or not within our timeframe mentioned above, we will not accept, exchange, replace, or issue a credit, for said product. No exceptions! You must return the product including the original manufacturers packaging at your expense. If you choose an alternate product, it will be shipped to you at our expense for the first occurrence (not valid on shpments to Hawaii, Alaska, Virgin Islands or international orders). Any return/exchange thereafter, will incur a $10 charge per item for a re-stocking fee plus shipping and handling charges and any item that is over $100 will be at an additional re-stocking charge, depending on the weight of the product.

C. Defective Products:
If you receive an item that is defective or damaged, you must contact us within 48 hours of delivery and we will be happy to correct the problem.

D. Returning the Product Back To Us
For your protection, we suggest you insure and return your package with a shipper who utilizes tracking information, such as USPS, UPS or FedEx as we cannot be held liable for lost or stolen packages. Once you have obtained your RA#, please address all returns to:

Sophisticated Canines
Returns Dept.
291 Chestnut Street
Oneonta, NY 13820

Note: All returns must accompany either the original or copy of your packing slip with the RA# . Should you return any item without this packing slip nor put your return address on the package, we will not honor the return as we will not know where it has come from.

E. If You Choose To Obtain A Credit,
Once you have returned an item and our policies have been obeyed by, a credit voucher will be emailed to you at the email address you have provided in your customer account. This credit voucher will be good for six (6) months from the date the credit is issued to you. Your credit voucher email will include a redemption code so your customer account is credited the amount you are owed. Please remember that original shipping/insurance and handling fees are not refundable and will not be included in your credit. Should you not use your credit voucher within 6 months, it will be automatically voided.