Shipping & Returns
Each vendor has control over shipping of each product that is purchased on MuttMad. A customer purchases an item or several items from various vendors, and each item is shipped by the vendor who has produced the item.
Sellers on Mutt Mad are located all over the world, and products will be shipped from various locations around the world. Shipping is dependent on the transaction regarding where the seller and buyers are located. Customs is the uncertainty when shipping internationally, and so sellers may not be able to guarantee the timelines for shipping. If an item is custom made for you, shipping is dependent on the location of the seller and buyer as well as the time it takes to produce the product. In this case, customs can delay shipping at times.
If you have questions about a particular item, send an email to us at firstname.lastname@example.org or call us at 250-418-0671, or toll free at 1-866-830-0695 and we will be happy to assist you!
Returns for Stock, non-customized products:
Our sellers strive to maintain excellent customer service and satisfaction, including a guarantee of every product as it is described on our website. You are eligible for a refund if you
are dissatisfied with your purchase due to an error on the seller's part or if the product failes to arrive.
Please see below for information on how to initiate a return through your Mutt Mad account.
1. Incorrect Product/Not As Described/Damaged
You are eligible for a full refund of the purchase price, including original shipping costs, if your return is the result of an error on the sellers part. If you receive the incorrect product or if it arrives damaged, you will also be refunded return shipping equal to the original charge. To receive a refund, you must return your item directly to the seller within 30 days of the estimated delivery date and in the same condition that you received it in.
2. Product Did Not Arrive
You are eligible for a full refund of the purchase price, including shipping costs, if your product hasn't arrived when the seller has promised it. If the seller provides tracking information indicating the product has arrived, the return is void.
In cases where the product is returned to the seller for any of the following reasons, the refund price includes book price only: incomplete address, unclaimed, returned to sender, or similar.
3. Buyer Does Not Want Item
The majority of our sellers are happy to accept returns if you have changed your mind about a product. We recommend contacting the seller directly before initiating these returns. Please do not ship the product until you have received confirmation from the seller. If the seller accepts your request, and if the product is returned in the same condition you received it in, you will be refunded the price of the product (not including original or return shipping charges).
Returns for custom products:
Many of our sellers make customized and custom products, based on your specifications. These items are created especially for your pet or your human. In this case, the transaction is between you as the buyer and the seller of the custom product. Custom products typically take longer to arrive to you because they are specially made upon request and if shipped internationally they may be delayed or affected by customs. These items are typically not returnable. Contact the seller of the items that you are interested in, for policies regarding custom products.