Tootlewear's Shop Policies
So this is the boring, fine print. All of my items are designed, created and made by me. Custom orders are welcomed. The items listed here are made in standard sizing; however I strongly reccommend that purchasers included their dogs measurements, so that I can ensure that their sizing choice is correct. In the event that the sizing choice is wrong, then I will contact the purchaser to arrange a different size. Doing this ensures that the item is correct the first time and avoids disappointment.
Tootlewear ships to Canada, United States and Internationally. Shipments to Canada and United States are primarily done through Canpar Courier Service which provides a tracking number. Remote locations may be shipped via ExpressPost which provides a tracking number. International shipments are shipped via Small Packet Air which does not provide a tracking number. Tracking numbers can be provided to International Shipments, however the purchaser will be charged the difference between regular shipping rates and rates for trackable shipping. Transit times for shipments within the US and Canada average between 3-5 business days based on location.
Refunds, Returns and Exchanges
Items offered in the Zibbet store and on the webpage are "standard" sizes based on averages of dog lengths and chest sizing. Customers who have dogs which require special sizing eg. deep chested breeds: bulldogs, boston terriers, pugs etc.; short legs: dachsunds, corgis, bassets etc., unique body structures: chinese crested, greyhound, whippet; should contact Tootlewear for assistance prior to purchasing.
Customers who have dogs which fall on the dividing line between sizes should contact Tootlewear or prior to purchasing. Do not try and squeeze your dog into a size that is too small!!!
Items purchased either from the Zibbet store or from the webpage without contacting Tootlewear prior to purchasing to discuss sizing or special needs regarding "standard" sizing offered are in-eligble for exchange, return or refund unless item is defective.
Should the customer have contacted Tootlewear prior to purchasing a "standard" size and the item does not fit, then the item may be exchanged for either a smaller or larger size depending on need. Customer will be charged full price for new item plus shipping. Original item is to be returned to Tootlewear at customer's expense. Once item is recieved and is determined to be in good condition, it is then subject to a 20% re-stocking fee, after which the remaining balance is applied as a credit to the purchase price of the new item. Exchanges are limited to 1 and only 1 exchange per original purchase and exchanges are only for sizing. Exchanges cannot be used to switch from 1 item to another.
If you purchase a "standard" size that does not allow for deep chests, short legs etc. and you did not or could not be bothered to contact us prior to purchasing to discuss your dog and the item does not fit, it is not our responsiblity to refund, exchange, accept a return or offer free of charge or at a reduced charge any replacement item. Should you contact us that the item does not fit, we will be happy to assist you in purchasing a correctly sized or custom order at full price.
Measure and be sure!!!! If you have any doubts please contact us!
Items created as custom orders are based on sizing provided by the customer. In the event that the item does not fit the following policies will apply:
1. Notify Tootlewear within 24 hours of reciept of item(s)
2. You will be asked to re-measure your dog and send us the measurements for comparison to the original measurements.
a.2nd Measurements differ from Original Measurements:
Custom orders are not exchangeable, returnable or refundable. Should the second set of measurements differ from the first then the customer has the option of re-ordering the item(s) at full cost plus shipping. Custom items may be returned to Tootlewear, but no credits will be offered.
b.2nd Measurements are the SAME as Original Measurements:
Tootlewear will remake the item based on the original measurements provided by the customer. This will be done at no charge to the customer. And shipped free of charge to the customer using Canada Post Small Packet Air. The original custom item(s) MUST be returned to Tootlewear for assessment. Cost of item being returned is responsiblity of the customer. Variations in sizing eg. wide chest, super skinny etc. NOT noted in original measurements that have affected fit of item will be considered as difference in original measurements and the item(s) will not fall under this category and therefore are not subject to free replacement. The item(s) will be made using the original measurements and colour preferences from the original order. Colour choice changes, style changes, item changes etc are not allowed under this and will be considered a completely new order subject to full pricing.
Tootlewear reserves the right to refund purchase prices based solely on the discrection of Tootlewear. Refunds issued may be subject to a processing fee.
Order Processing Direct from Website or Zibbet Store:
Items purchased from the Zibbet store or from the webpage using Paypal, credit card or internet money transfer will process in 3-5 business days (Saturday, Sunday and Statuatory holidays DO NOT count as business days). Customer will be notified when item has shipped.
Items purchased from the Zibbet store or from webpage using money order will process in 3-5 business days (Saturday, Sunday and Staturatory Holidays DO NOT count as business days) but WILL NOT ship until payment is recieved. Customer will be notified when item has shipped.
Items purchased from the Zibbet store or from the webpage using cheque will process in 3-5 business days (Saturday, Sunday and Statuatory Holidays DO NOT count as business days) but WILL NOT ship until payment has cleared through financial insitution. This process can take up to 14 business days from date of deposit. Customer will be notified when cheque is deposited and cheque has cleared. Customer will be notified when item has shipped.
Custom orders done through either the Zibbet store or through the webpage and paid via Paypal, credit card or internet money transfer will process in 7-10 business days (Saturday, Sunday and Statuatory Holidays DO NOT count as business days). Customer will be notified when item has shipped.
Custom orders done through either the Zibbet store or through the webpage and paid via a money order will process in 7-10 business days (Saturday, Sunday and Statuatory Holidays DO NOT count as business days), but WILL NOT ship until payment is recieved. Customer will be notified when item has shipped.
Custom orders done through either the Zibbet store or through the webpage and paid via personal or business cheque will process in 7-10 business days (Saturday, Sunday and Statuatory Holidays DO NOT count as business days) but WILL NOT ship until payment has cleared through financial insitution. Customer will be notified when cheque is deposited and cheque has cleared. This process can take up to 14 business days from date of deposit. Customer will be notified when item has shipped.
During peak seasons processing times may increase without notice or warning.
Lost or Damaged Items:
Customer Orders will be shipped CanPar Courier service and average 3- 5 business days. International transit times vary according to country, but average 7-10 business days. Allowances for volumes must be made during peak seasons. Tootlewear has no liablity or responsibilty for carrier delivery times or schedule.
Customers should immediately notify Tootlewear should the item not have arrived by the 7th business day from date of shipping notification. Tootlewear will then attempt, utlizing all methods provided by the carrier, to trace the items. The customer recognizes and acknowledges that Tootlewear has no control, liablity or responsibilty in regards to carrier delivery schedule, times or loss or damage tracing. At that time Tootlewear reserves the right to offer the customer a replacement item, exactly as ordered, at no charge or at limited charge.
Customers who recieve items in damaged condition should immediately contact Tootlewear or a Tootlewear Associate. Damage claims are limited to a 24 hour period from receipt of item. This limitation is set by carrier and Tootlewear has no control, influence or responsiblity regarding carrier liablity for damages. The customer must be prepared to provide a detailed report regarding damages, condition of item(s) etc. The customer must also be prepared to provide photographic proof of damage(s). Tootlewear will reserve the right to replace at no charge item(s) that are determined to be unusable.
Items offered either on the webpage or Zibbet store are shown in the colour options provided. Alternative colour choices are listed with the item or on the webpage. Occasionally due to high demand, quality control or circumstances beyond our control colour and/or pattern choices will be out of stock or removed from stock abruptly and without notice. Tootlewear reserves the right to subsitute a colour or pattern without prior notice. Tootlewear will attempt to the best of their ability to contact the customer prior to order processing, however Tootlewear reserves the right to process the order as a substitution without customer consent.
Ordering or Purchasing Incorrect Size:
All items offered on the webpage and Zibbet store have the sizing for the item listed. Purchasing an item in a certain size and then sending a message that contains measurements of dog that do not match sizing for item purchased or sending a message requesting a different size will have the order processed as purchased, irregardless of message. And order will NOT qualify for refund, return or exchange.
Should customer be unable to locate item in correct size or be uncertain as to correct size it is strongly reccomended that customer contact either Tootlewear prior to ordering or purchasing to ensure proper sizing is selected. Tootlewear shall in no way be responsible for refund, return, exchange or the like on items knowingly purchased by the customer that are incorrect in size, style, colour etc.
Tootlewear Dog Apparel is committed to providing high quality hand made items. Should a customer upon reciept of their item discover a defect that can be directly attributed to a manufacturing issue by Tootlewear, then the customer must:
1. Notify Tootlewear within 24 hours of receipt of item
2. Be prepared to clearly and concisely outline defect.
3. Be prepared to provide photographic details of item and defect.
4. Be prepared to provide photographic details of orginial packaging of item.
Upon investigation, should the defect be determined to be a manufacturing issue then Tootlewear will replace at no charge the item with an identical item in colour, size and style as specified within original order. No substitutions or changes or diviations from original order are allowed or this shall constitute a completely new order which will be subject to full charges both for item value and shipping.
Tootlewear Dog Apparel has enjoyed interacting and working with our customers to dress their dogs in stylish, functional outfits. Unfortunately the actions of a very few, who chose to abuse our relaxed, customer friendly attitude regarding orders, sales, etc. have forced Tootlewear Dog Apparel to impliment this rigid and very strict policy statute. We deeply regret any inconvience that this policy change has caused and look forward to working with our customers past, present and future.