Customer Service

Thank you for your interest in our products.  We design and manufacture unique, high-end and custom pet apparel and accessories. Our manufacturers are primarily small, women and family-owned businesses in the USA and around the world.

It is our mission to provide you and your pet with a superior product at a reasonable price and also to provide economic viability to our manufacturers. Many of our artisans and manufacturers are individuals whom we have met through our volunteer work with an international, humanitarian and medical relief organization. It is our pleasure to bring their unique products to you, while giving them a skill and hope for a better life. 

How to place an order:

Catalog

PLEASE NOTE: Catalogs are available for online catalog download and are sent free with each order.

Sizes

HOW TO MEASURE YOUR PET FOR A COLLAR
Measure your pet's neck and add 2" for the correct size. For example: If your pet's neck measures 8" you would buy a size 10 collar.

HOW TO MEASURE YOUR PET FOR A HARNESS
Measure the animal's girth--approximately 1" behind the front legs and that will give you the harness measurement. A Pet's Collar and harness measurement generally do not coincide. E.G a dog that wears a size 10 collar could wear a size 14 Harness.

Click here to view Measurement Chart.

VIPoochy Store Policies

Order Entry:
Orders may be placed either using the web-based order entry system, via phone, or via fax. E-mail orders are not accepted.  

Stock on Hand:
We try to keep a full inventory of all items, in all sizes at all times. If an item is not listed on the web site, it is generally not currently available. If a certain size of an item is out of stock, we will post an ETA for the out of stock size if known. You’ll see this information in the product description on the website.

If an item is listed on the web site but is not in stock, we will call you and send an email letting you know that an item is out of stock. We will ask if you would prefer an equivalent substitute item. If we cannot reach you within 2 business days, we will ship the other items in your order immediately, note the “out of stock” status of that particular item on the packing slip and ship the item when it becomes available with no additional shipping charges. 

Shipping Methods & Costs:
Shipping costs are based on weight of items-FOB North Carolina and charged to the customer accordingly. All orders are shipped FedEx Ground (USPS in the case of a PO Box shipping address)

Standard Shipping & Delivery Time:

• Online orders are typically processed and shipped within 1 business day.

• Fax orders generally take between 3-5 business days to process and ship.

• Rush shipments are not accepted without prior approval and are subject to a minimum $20 Rush Fee plus additional Rush Delivery Shipping charges.

• We do not ship “Signature Required” on items unless specified by the customer. Please make a note in the comments section of the order entry. All items deemed delivered by FedEx or the USPS will be considered delivered by VIPoochy.

We do not ship on Saturdays, Sundays, federal holidays or days when the USPS or FedEx is closed.  

Generally, a package takes 3-5 business days to arrive at your location once it is shipped. The arrival time of your order depends on your specific shipping location. However, actual delivery times are under the control of the FedEx system. We do not have control over the FedEx system, which may have delays due to weather or other circumstances.

Tracking your order:

When an order is received at our warehouse, a tracking numbers is assigned to your package by the FedEx system. When your order leaves the warehouse, you will receive a confirmation email containing your tracking number. Orders placed on VIPoochy.com  will be delivered by FedEx ground (USPS if a PO box is entered in the order). The VIPoochy system does not generate or keep your tracking numbers. The tracking number is generated and retained by the FedEx system and sent to you automatically on the day your package is shipped.

Order Confirmation Process:
After you place your order, you will receive e-mails providing information on your order status. Some e-mails you will receive are:

1.      Order Confirmation E-Mail.
This e-mail confirms that we have received your order. It includes your order number. Keep this e-mail for your records.

2.      Credit Card E-receipt.
This e-mail confirms your credit card transaction and gives you the transaction ID. It is sent to you by your credit card merchant upon verification of the transaction. VIPoochy does not see or maintain your credit card information in our system.

3.      Shipment Confirmation E-mail from FedEx.
This e-mail confirms that your order has shipped. You will only receive this e-mail from the FedEx system which generates your tracking number. Tracking information will be provided for each package shipped.

4.      Order processing update E-Mail.
There are a few reasons why you would receive this type of e-mail, including: difficulty in processing your order, inability to ship to the address provided, duplicate order, cancellation of order. If you receive a notice like this, please contact our Customer Service team at customerservice@VIPoochy.com as soon as possible so we can correct the problem.

Finding Your Tracking number:

The status of your order tracking is easy to find:

·         Check your email. You will receive emails at the email address you supplied during checkout (See above). These emails keep you up-to-date on your order status. It is important to keep these emails so we can help you in case of a problem or delay.

·         The confirmation email is sent directly from the FedEx system. Therefore, you may need to add the FedEx tracking email address to your Inbox address book so that the confirmation email will not be deleted by your Inbox filter as spam. (This depends on your filter settings.) To avoid any problems in receiving these tracking emails, please add this email address to your address book: TrackingUpdates@fedex.com

·         Visit the www.FedEx.com website and insert your tracking number from the confirmation email into the tracking number search field.

·         Contact us. If you still have questions about your order, please contact our Customer Service team via email at customerservice@VIPoochy.com OR call our Customer Service line M-F 9 a.m. to 4 p.m. EST at 1-877-4POOCHY (1-877-476-6249) We will initiate a search in the FedEx system and get back to you via email. This may take a day or so. Therefore, the most efficient way to obtain shipping status is to watch for those confirmation emails from FedEx.

International Orders and Shipments:
International orders are only accepted via Fax. We ship FedEx International Economy with delivery tracking. OR we can use your shipper account if you provide this to us. International Customers are responsible for all international duties, tariffs, taxes and all other fees. Except for Canada, international orders less than $150 US are not accepted.

Terms and Payment Options:
Payment must be made at the time order is placed. We accept Amex, Visa, MC and Discover. Personal or Business check is also accepted when sent with mail in orders.

Order Cancellations:
All order cancellations must be telephoned or faxed to us prior to processing of your payment. This generally occurs within a few hours of placing your order. Once your credit card payment is processed or check is cleared, a $10 cancellation fee will apply to any refund, even if an order has not shipped. The credit card companies charge us hefty processing fees; the cancellation fee covers the cost of the initial charge and refund transaction charges. Once an order is shipped, the refused package policy will apply. 

Undeliverable or Refused Packages:
Refused, unclaimed packages, or address misinformation on the part of the customer are in this category. Should we be unable to reach the customer for resolution, a 30% restocking fee will apply and store credit will be issued for the balance (good for one year from the date of the original order). Shipping and handling is nonrefundable. Undeliverable packages requiring reshipment at the customer’s request, are subject to a rerouting charge, equal to the original shipping fees. There are no cash or credit card refunds. 

Returns for Damaged or Defective Items:
If you receive an item that is defective or damaged, you must contact us within 5 business days of delivery of merchandise to inform us of the problem. We will cheerfully correct the problem. No damage claims are accepted for return after the 5 business day period has elapsed.

ü       PLEASE NOTE: Due to the unpredictable nature of animals, we cannot guarantee an item for defect or damage once an item is worn by a pet.

Occasionally, products are damaged in shipping. We insure all our domestic shipments When handling a damaged shipment, you must note any damage or shortages on all delivery receipts or freight bills and sign only for the material actually delivered. If, upon further inspection, you notice any concealed damage or loss, you must save all boxes and packaging material and notify us immediately.

FedEx requires us to report all damages to the carrier immediately for inspection. Therefore, you must notify us with any damage within 5 business days after receipt. Claims initiated on damaged items or a lost order can take the carrier 7-10 days to process and inspect. Once the package is inspected by the carrier, a claim for damage is initiated, and a replacement will be sent immediately.

We will send a return label for factory damaged defective or erroneously shipped merchandise only. If, after return is received by VIPoochy, an item is determined to be defective or damaged due to other than a factory defect, the purchaser will be charged for the cost of the return shipment, and all other applicable return, restocking fees and a store credit will be issued for the balance. There are no cash or credit card refunds.  

We follow this policy of Store Credit only because we do not re-shelve or re-stock items for resale. In the interest of maintaining the sanitary condition of our products and our warehouse, all returned items are cleaned properly and donated to a local No-Kill animal shelter.    

Return Policy Guidelines for ALL Returns and Exchanges:
VIPoochy stands behind every product we sell. We want you to be completely satisfied with your purchases. However, you must return merchandise according to our guidelines and Store Policies. If returns are received without these conditions met, a 25% restocking fee will be incurred.

ü        No return is accepted without prior approval. Please call VIPoochy for a Return Merchandise Authorization Number which must be placed on the outside of the package.

ü        Original Invoice/Packing List must accompany the return.

ü        VIPoochy, Inc. reserves the right to determine if a product is unused condition or is caused by other than a factory defect.

ü        Return the unused product in its original packaging with all accompanying materials including instructions, etc. ALL returned products must be returned in the same condition and packing material in which it was received, i.e., intact plastic sleeves for each item, and company tags intact (not priced or marked in any way). 

ü        We strongly advise that you ship all returns back to us in an Insured Package with Delivery Confirmation. VIPoochy is not responsible for lost merchandise which is not received.

ü        Sales, Promotions and Special Discounts are final sales and not returnable.

ü        Due to health concerns, carriers, beds and perishable treats are not returnable.

ü        Custom orders and monogrammed items are not returnable.

ü        Shipping and Handling is nonrefundable and return shipping is at the purchaser’s expense unless the item is damaged or defective. (See those policies above.)

ü        A $5.00 restocking, shipping and handling fee will apply to each item returned.

ü        There are no cash or credit card refunds.

Additional items ordered in an exchange will be charged the standard shipping and handling fees.

Returns must be sent to
VIPoochy
ATTN: RETURNS RMA # (Call for RMA)
10120 Two Notch Road, Ste 2, #133
Columbia, SC 29223

Warranty:

VIPoochy products are designed with the comfort and enjoyment of you and your pet in mind. All of our products are designed for use by domestic animals under the supervision of their human companions. Do not leave your pet unattended while: inside a carrier or stroller; wearing clothing, collars, jewelry, charms or hair accessories. VIPoochy warrants that VIPoochy products will be free from defects in materials and workmanship. Please notify us within 5 days of receipt for any damage or defect. This warranty does not extend to damage caused by your pet or misuse of any product. Due to the unpredictable nature of animals, we cannot guarantee any product once worn or used by your pet. See Shipping and Return Policies above. EXCEPT FOR THE FOREGOING EXPRESS WARRANTY, VIPoochy MAKES NO WARRANTY, EXPRESS OR IMPLIED WITH RESPECT TO THE PRODUCTS, INCLUDING ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTIBILITY OR FITNESS FOR A PARTICULAR PURPOSE, TO THE MAXIMUM EXTENT PERMITTED BY LAW. Use of VIPoochy products is at the sole risk of the user. In no event shall VIPoochy be liable to any user of VIPoochy products or any party claiming through any user for any damages whatever, including incidental or consequential damages arising out of the use of VIPoochy products, even if advised of the possibility of such damages. In the event of breach of warranty or damages actually caused by use of VIPoochy products in accordance with manufacturer's instructions, the sole and maximum liability of VIPoochy and any distributor in connection with use of VIPoochy products shall be replacement of the product or, at the election of VIPoochy, refund of the purchase price of the product in question.

Customer Service Calls:
As noted on the “About Us” page of the www.VIPoochy.com website, we are involved in humanitarian and medical relief work. Sometimes we are in the field with the very people who make our products, helping them with their medical needs and helping them break the cycle of poverty in their communities by creating new products for you and your pet.

We are also a small business and are often on the road working with our customers and developing new markets.

We want you to speak to a live person when you call us. Therefore, we employ professional Customer Service agents to help us respond to your questions when we are not in our office. Our agents are very knowledgeable about our products, policies and services, and are eager to help you in every way. Occasionally, they cannot answer every question. In those cases, our agents will contact us either by phone or email and we will respond to you promptly. Usually within 2 business days.

Philanthropic Program:
Our Program is designed to promote the good work of legitimate non-profit organizations whose work enhances the lives of our non-human companions, such as Pet Rescue Associations, Animal Welfare Foundations, No-Kill Animal Shelters, Pet Adoption Agencies, and other such organizations. It is our goal to help you in your endeavors and reach an even greater level of success through our support.

The program is not open to everyone. We will evaluate your application in good faith and will notify you of your acceptance or rejection. Please note…we’re picky! We may reject your application if we determine (in our sole discretion) that your site or your organization is unsuitable for the VIPoochy Philanthropic Program.

If you are interested in finding out more about the Philanthropic Program, please visit the link HERE. If you would like to participate in the Program, please submit your information HERE. We will send you an overview of the program and respond to you promptly with more information.

Privacy:
VIPoochy is committed to maintaining your confidence and trust and will accordingly protect all information you provide online. The privacy of your personal information is important to us and we ensure that we will not disclose this information to anyone for any reason. Under no circumstance will we provide personal information to third parties. Please see our procedures and best practices below for each area of your privacy.

ü        Placing an Order:
We request information from the user on our order form when making a purchase. Here, is where a user must provide their contact information, like name and shipping address, and shipping information, like credit card number and expiration date. This information is used for billing purposes and to fill the customer's order. If we have difficulty processing an order, this contact information is used to get in touch with the customer.

ü        Website Usage Tracking:
VIPoochy.com tracks the traffic throughout our website. This information is used to compile overall statistics and is not recorded at an individual level. This includes IP (internet protocol) addresses, browser type, ISP (internet service provider), referring/exit pages, platform type, date/time stamp, and number of clicks to analyze trends, administer the site, track user's movement in the aggregate. The statistics help us decide which products and services best serve our members and guests.

ü        Links:
Our website may contain links to other websites. Please be aware that we are not responsible for the privacy practices of such other websites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every website that collects personally identifiable information. This privacy policy applies solely to information collected by vipoochy.com.

ü        Mailing List & Newsletters:
If a user wishes to subscribe to our email mailing list or newsletter, etc., we ask for contact information such as name, street address and email address to provide these communications. Out of respect for our users privacy we provide a way to opt-out of these communications. Please let us know if you wish to unsubscribe.

ü        Tell-A-Friend:
If a user elects to use our referral service for informing a friend about a product on our website, we ask them for the friend's name and email address. VIPoochy.com will automatically send the friend an email inviting them to visit the website. We do store the friend's email and they have an option to opt-out in the communication.

ü        Security:
VIPoochy.com takes every precaution to protect our users' information. When users submit sensitive information via our website, your information is protected both online and off-line.

o         When our registration or order form asks our users to enter sensitive information (such as credit card number), that information is encrypted and is protected with the best encryption software in the industry - Secure Socket Layers (SSLs). While on a secure page, such as our order form, a lock icon appears on the bottom of your Web browser. When you are not on a secure page, no lock icon will appear.

o         Additionally, our online system does not retain your credit card information. Information submitted when your order is placed is encrypted and sent in a secure packet to your credit card merchant and our merchant service processors (authorize.net and NOVA services) who are widely recognized, reputable vendors and responsible for their own security.

o         All of our users' information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, our billing clerk or a customer service representative) are granted access to personally identifiable information. All employees are fully informed about our security and privacy practices and updated as new policies are added or revised. They are regularly notified and reminded about the importance we place on privacy, and what they can do to ensure that our customers' information is protected. Finally, the servers that we store personally identifiable information on are kept in a secure environment under restricted access. 

See our Privacy Policy and Web Security Certificate HERE.

Payment Policy:
We accept all major credit cards and checks. All orders must be paid for at the time of purchase.