FAQ
POLICIES
If you have a question about your order please send us an email only using our contact box below. All emails are typically answered within 24-48 hours.
PROCESSING TIME
Our current processing time is 14-20 business days following your order for our handmade items. Please note that most of our items are made to order/personalized. Our processing time (the time it takes to physically create your item) can slightly vary. However this can vary due to weather and other conditions out of our control. Once your item is shipped we have no control over shipping delays. International shipping times can vary depending on shipping method chosen at checkout. Shipping is chosen by the customer at checkout.
The following Domestic shipping services have liability coverage:
- USPS Ground Advantage (up to $100 USD)
- USPS Priority Mail (up to $100 USD)
Please note once items are shipped via carrier the way they are handled in transit is completely out of our control. Any issues upon receipt of order will need to be addressed directly with the shipping carrier.
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for any delays that may happen due to customs.
REFUND POLICY
At this time, we do not accept returns or order cancelations.
All harness and bandana sales are final.
DISCLAIMERS
Never leave your pet unattended wearing our products. This includes ALL products listed on our website. We are not responsible for any damages incurred if your pet chews or swallows the products sold in our shop. If not used properly, all accessories could pose as a choking hazard.
We are not responsible for tags that are lost, broken off, or damaged after it has been received. If your item is delivered damaged due to carrier error you will need to reach out to the carrier.
All products are hand made and may contain variations and slight imperfections (bubbles,ect)
EXTRA PACKAGE INSURANCE ( SAVEBY PROTECTION)
What is SavedBy Package Protection?
SavedBy Package Protection is an optional add-on that can help cover the cost
of lost, damaged or stolen packages. We do everything that we can to make sure
the package gets to you, but in cases when issues arise SavedBy can help.
How Much Does it Cost?
SavedBy varies depending on the price of your order. It will automatically
calculate once you begin to add items to your cart.
Do I need SavedBy?
You don’t, but it can help speed up the process of resolving issues related to
shipping. And in some cases where packages may not be covered by us,
SavedBy can help where we wouldn’t be able to.
How do I use my SavedBy Protection?
If you have issues with your package, reach out to SavedBy directly here:
https://savedby.io/file-a-claim. Please review their policies to make sure that your
package can be covered here: https://savedby.io/policies
How long do I have to wait until I can receive a new package?
SavedBy can help send a new package within 1 business day! Sometimes it may
take more, but in most cases they are very quick to resolve any issues that arise.
Will SavedBy reach out to me directly?
SavedBy will send you an email confirmation once you have placed an order in
our store that includes their SavedBy Package Protection. Keep your eye out for
it!
If you have any questions for their team, or have filed a claim, they will email you
directly with any questions, updates, and resolutions. Their email address is:
Support@Savedby.io for general questions, and Claims@SavedBy.io for issues
with packages.
By purchasing from Perla and Paw you acknowledge and agree to these terms.