Return Policy:

We issue store credit for all return items, shipping excluded, unless there is a manufacturer defect or error in the type of item shipped. Store credit is valid for three months after receiving RMA number. Please email by using the contact page on the website. Please put in the subject line RMA Request followed by the order number to prevent any delays. *IMPORTANT you must mail your return within 30 Calendar days from receiving, or your return will not be acccepted. It is important that you have received a RMA number before mailing in the return or it could invalidate the return. For your own protection, we suggest you receive a tracking number when mailing in your return. You should contact your carrier if the item was damaged in shipping. We recommend that you purchase Insurance or Signature Confirmation for secure delivery. Do not sign for an item if it is damaged so that you do not eliminate the opportunity for recovery. We do not provide refunds/store credit, for items damaged during shipping. All items shipped via UPS are automatically insured (most carriers, beds and larger items). There are options not automatically included in our shipping and handling charge for smaller items or those shipped using US Mail. Please email us prior to ordering if you wish to purchase insurance. Please let us know if we can help in any way during the return process, and we will be happy to assist you.

Important: If you have completed payment by credit card and then cancelled your order, you must email us to let us know so that we can confirm that your card has not been charged. If you have submitted payment using Echeck or Paypal, please know that these accounts operate similarly to regular checks. We do not charge your account. You submit payment at the time of purchase at your convenience. You must allow for charges to post to your account in the normal manner in an event a reverse is applicable (for out of stock items, early cancellations, etc). Please note that receipts, refunds and credit card charges may appear as Morris Investments.

Order Confirmations:

Email order confirmations are sent immediately following completed orders on our system. If you do not receive an email confirmation, please check your spam filter first, and then contact us in the event it hasn’t arrived (orders@HandsNpaws.com). We advise you to review your order confirmation carefully to make sure that it accurately reflects your intended purchase. You will receive a shipping notice once your order ships. Your tracking information is either uploaded into your account or provided by separate email from UPS or USPS.

Cancellations:

Except as stated below, you may cancel your order up to 24 hours after placing your order by accessing your online account. All email requests for cancellation must be confirmed by our store. Please note, there is no cancellation without confirmation. By all means, contact us at 480-290-1363 if you don’t think your email has been received. Our grace period for cancellations is within 24 hours of your order.

After 24 hours, there is a $5 cancellation fee (and $10 for orders over $100). Please note, there is no guarantee that orders can be cancelled after 24 hours if the item has already shipped or is logged as completed. Some items are sent to processing immediately. In such cases, no cancellations are permitted if you have been issued a tracking number or a shipping notice even if you email within 24 hours. Those orders are processed as returns. All unconfirmed requests for cancellation must be processed as returns with the associated restocking fee and deduction of the small order processing fee, as applied. Please note we cannot modify an order once processing has commenced which his generally after 24 hours of your order placement. There are no cancellations granted for special order, personalized or customized items.

Small Order Processing Fee:

There is no minimum order requirement in our store, however, in order to maintain our low prices, there is a $5 processing fee for orders under $50. Our processing fee is in addition to the shipping and handling charge for each order. This requirement applies to all coupon or discount purchases except for customers using return store credit coupons and return exchanges. (In this case, the processing fee is deleted during checkout).

Your Account Information:

Please note, for security reasons, we cannot accept communication from anyone other than the person who set up the account and from the original email address. Thank you.

Payment Policy:

We have several payment options available in our checkout process which includes PayPal (confirmed addresses only), Credit Card (Mastercard, Visa, Discover,) American Express or Debit Card. Cashiers Check, Money Order or Check are also options.

Shipping Policy:

We generally ship items using USPS Priority Mail or UPS Ground Service. We try to ship all items within one week of payment. However, due to the large variety of items we offer, and the many small specialty vendors that we use, our orders can sometimes take 2-4 weeks to process. If you have a special need for a product to arrive by a certain date, please include that information in your order notes at the time of checkout.

We are not responsible for service transit time. Transit times are provided by the carrier, exclude weekends and holidays, and may vary with package origin and destination, particularly during peak periods.

Our shipping policy is 2-4 weeks. This is never our goal, and many items ship within the first week. However, we carry so many products for a one-stop shopping experience that we cannot guarantee everything to be in stock at all times. Thank you. We appreciate your business. Please email us anytime for an update on your order.

Shipping Multiple Orders:

We will gladly combine shipping on multiple purchases if possible. Please contact us when placing multiple orders to see if we have shipped your previous orders, so that we can determine whether or not we can accommodate your request.

Shipping Delays:

Once processing is completed, we will send you a shipping notice. Each order is accompanied by tracking information. In most instances, this is emailed to you direct from the carrier (UPS, USPS) the same day you receive your shipping notice from our store (we will also post this on your account). In the rare situation that you experience a delay of 5 days or more between the receipt of your tracking/delivery confirmation and the actual shipment, please contact us with SHIPPING DELAY in the subject line and your order number so we can investigate. We process hundreds of orders daily, but need to make sure that every order that goes out is double-checked for quality control. On occasion adjustments need to be made for size, color or damages that may have occurred in transit that may delay shipping/receipt of your order.

Backorders/Out of Stock Items:

If your item is on backorder or if you have received a notice that your item is on backorder, you may request cancellation via email if the B/O (Backorder) is beyond stated shipping time. Please request confirmation of your cancellation request. If your item has not shipped and is beyond the processing time indicated in your order confirmation, if you have not received notification, assume that it is backordered. Some of our items are so popular that we occasionally run out of stock before we can post the information on our website. In other instances, because we are a specialty store with many custom made or made to order items, we rely on notification from the designer after the order has been placed. Your online account will show the item as pending or cancelled it has been discontinued or the item will not be available. We will attempt to notify you, but please be aware, we are not aware that an item is on backorder until we receive a shipment from a designer or manufacturer. You may want to check your account online or email us if you have a question about your order’s status. You are not charged for backordered items (unless you submit payment via Paypal).

Please note, backordered items are shipped as available up to 8 weeks from your order as a courtesy if they are available unless (1) you have indicated in your order a “Ship By” date (see below for details) that has not been met, (2) you request that your order be shipped in its entirety in one shipment or (3) you have made a written request for cancellation receipt of which has been confirmed. If you do not receive written confirmation of your cancellation request, please call 480-290-1363 within 2 days of your email request noting the date and time of your request. Please note, we do not ship items that are out of stock (O/S) and you are not charged for such items. Again, if you wish that your order be shipped in its entirety or not at all, you need to let us know in the comment section of your order. If you have not received your order within the time anticipated, please notify us at 480-290-1363.

Item Availability:

Because we are a specialty store and a good number of our items are made to order/custom made, our site does not show real time inventory. Only approximate availability. Items that are known to be on backorder or temporarily unavailable will have N/A under the description and you will not be able to add them to your shopping cart. Other items require a minimum processing time. In most instances, your card is charged when your order is ready for shipping. In the event an item is out of stock, these items are not shipped and that part of your order is automatically canceled. Items are otherwise shipped as available and your account is credited if the items are out of stock. Please note that we sometimes ship items separately because of their availability or location. There is no additional shipping charge for these orders. If you only prefer that your order be shipped in its entirety, (i.e. if you are purchasing items that you would like as a set or need together) please indicate this on your invoice during checkout. If you do not so indicate, we may ship items as available of not at all depending on their availability (i.e. backordered items).

Exchanges and Store Credit:

All returns including those regarding Pet Carriers and Pet Clothing are for exchanges or store credit - only if unused and they met the other criteria for returnable items (see our return policy). Store credit is valid for 90 days from issuance. Simply make a regular purchase online in the amount of your credit and reference your old order number with the credit reference in the comment section of your new order.

Coupon Restrictions

• Coupons are not transferable.

• Coupons cannot be combined with other coupons or discount/sales items.

• Coupons can only be used once and cannot be used on subsequent orders.

• Void where prohibited.

• No cash or credit back.

• Coupons cannot be used with store credit coupons or for exchanges.

• Coupons cannot be added to your cart retroactively. They must be in your shopping cart to take effect at the time you place your order.

• Make sure your coupon is not expired. Expired coupons are not valid.

• Tax, shipping and handling are not included in any minimum purchase requirement.

• Coupons are not valid on previous purchases.

• Limit one per customer.

• Not valid on gift certificates.

• Coupon is automatically invalidated if coupon order is cancelled. (i.e. If you received a coupon with shipping notice and order is then cancelled). Customer will receive a substitute coupon for use with out of stock notice.

• All sales/coupon purchases are final. Sorry. No returns.

Sorry. Use of this coupon is restricted to US & Canadian residents only. If you are outside the US, please email for a different coupon.

We reserve the right to reject orders that use a coupon code obtained from a bulletin board or other Internet site or in violation of any of our coupon restrictions.

If you received a Gift Certificate, it must be used by the expiration date on the certificate. Each Certificate has a coupon code that must be entered in the comment section of your order during checkout. Gift Certificates may only be used once.. Please take proper care of your Gift Certificate because it is like cash. We cannot provide a substitute if it is lost. Gift amounts are deducted after purchase. Gift Certificates may not be combined with coupon purchases. Please contact us if you have questions..

Your total is adjusted after your purchase and you will receive an updated invoice. Only the recipient indicated in the Recipient Line on the coupon may use the gift certificate.

Please take care of your Gift Certificate and treat it like its money equivalent. Unfortunately, we cannot replaced lost or damaged Gift Certificates.

Defective Items/Warranty:

Please note, damaged merchandise is not defective merchandise. If your item is damaged by the shipper, please refuse the package. Defective merchandise represents a basic flaw in the design or construction of the item and these claims are handled directly with the manufacturer under the manufacturer’s warranty. We do not provide any warranty for items (see below). We will assist you in contacting the manufacturer provided we are advised of the condition of the item within five calendar days of receipt. Please note, you may void any manufacturer warranty if you wait too long and we will not assist you if we are not contacted promptly within five calendar days of receipt. Except as otherwise stated, we will process your defective item as a return only if you have contacted us promptly and the manufacturer refuses to honor their warranty. You will need to contact the manufacturer first. If the manufacturer will not honor their warranty, your remedy will be limited solely to replacement by our company of the same item (or similar item, as determined by our company if the same item is not available), provided you have contacted us within five calendar days of the receipt of your item. We will not process your replacement item if you have not made a timely request (within five calendar days of receipt). After such time, the customer must contact the manufacturer directly for a remedy.

All requests/notifications regarding defective items must be in writing. If you do not get a response to your email within 48 hours, contact us at 480-290-1363 and reference the date of your email. You should also send a written request to our business address with return receipt requested as proof of mailing. Please contact us prior to your ordering if your require information regarding manufacturer warranties on specific items. If you merely have a change of heart in what you want to purchase, this is a return and you should review the return policy. If you need a different size (see info on apparel sizes) that is a straight return.

Notwithstanding the above, if an item is returned and not found to be defective, all shipping charges to and from the customer’s ship to address will be charged to the customer’s account. The determination of the defect can only be determined by our company, with or without support of the manufacturer. Any and all defects occurring within 5 calendar days of receipt of the item will be covered under the respective warranty of the manufacturer or representative thereof, as available and not by our store.

Defects caused by user error or negligence are not covered by this policy, including but not limited to not reading the instructions, if any, included with the purchased item.

Our pet fashion is primarily for decorative purposes and not in any way intended for specific uses. Please make sure your pet is properly supervised when wearing apparel or using any pet item. Regular wear of any item may include one time use by pets that are hard on items (i.e. chewing through or rugged wear). We expressly disclaim all uses of any items sold on this site. Product descriptions are for general information only. Our site disclaims all warranties, expressed or implied, including also any implied warranties of merchantability and fitness for a particular purpose.

Shipping Errors:

If an incorrect item is shipped, upon receipt of your return item (please request an RMA) we will reship the appropriate item for no charge and issue you store credit for the return shipping (the lessor of actual postage or the amount initially charged customer S&H). Of course, there is not restocking for incorrect items, otherwise, the return process is the same for other returns.

Processing Time, Status Checking and Emails:

Our average processing time for orders 2-4 weeks. On occasion, because we work with mainly small designers, items may also be backordered up to six (6) weeks. Many of our items are unique, imported or handmade so processing times vary.

Please note that we are not responsible for delivery times, particularly during holiday periods once we have placed your item with the carrier. We ship using USPS or UPS only. We only calculate processing time or an approximate ship date. Please email us if you have questions regarding a specific order or need an approximate ship date.

Expedited or Express Delivery/”SHIP BY” dates:

These shipping options are available by prior email request only and your shipping cost will have to be adjusted manually. Important, make sure that you receive written confirmation in response to your request confirming the date an item will ship using Express/Overnight or Expedited Shipping via UPS (Second Day/Overnight/Three Day). Without confirmation, your order will ship per our standard processing times.

Please note, if you pay for express mail or expedited shipping via UPS we guarantee that we will ship your item by the date we have confirmed with you using Express Mail or UPS expedited delivery or your card will be fully refunded for shipping. Please note, if we cannot accommodate the “Ship By” date, our policy is not to ship the item.

Attention: “SHIP BY” policy refers to dates specified as a “SHIP BY” date, not a delivery date in the comment section of your order during check out. We cannot accommodate date requests after you have placed an order as certain “SHIP BY” date. If you have made a mistake, you can cancel your order and re-order providing your order has not yet been processed (i.e. it remains in “Recent” and not “Pending” or “Approval” or “Processing”. All “SHIP BY” dates must be indicated as follows:

• Correct – “Please SHIP BY May 22”

• Incorrect – “Need by May 22” or “Deliver by May 22”

As with all Expedited or Express Delivery requests, please confirm your “SHIP BY” date with us via email. This should be prior to placing your order or no later than 24 hours after placing the order. If your “SHIP BY” date is inconsistent with your shipping option, we default to the processing time for discount shipping.

Do not rely solely on your comment during the checkout process. Please make sure you receive an email confirmation approving your request to ship on your “SHIP BY” date if you have a deadline. We are not responsible for actual delivery time once the item has been placed with the carrier on the “SHIP BY” date selected. If USPS or UPS fails to deliver your item in the time frame for the selected level of service, you must pursue the appropriate claim with the respective entity. We are happy to assist by providing you the necessary tracking numbers. Please note, that tracking information is not always available at the carrier site until after delivery. Contact USPS or UPS if you do not see your tracking information for further information.

Please note, we save money that we pass onto you in lower prices by giving you the means to check on the status of your order online rather than engaging in lengthy email correspondence. Upon checkout, you will receive a url link that will allow you to determine at your own convenience if your item is still pending (in which case the item may be on backorder), approved and cued for shipping or completed which means it has been shipped. If your item was cancelled, it’s usually because it is no longer available. In most instances, we will notify you by email if your order has been cancelled, but do not always rely on email because of SPAM filters and if we have a high volume of orders. Please check your account online, but feel free to email us if you have a problem accessing your account. If you purchase an item by credit card and then cancel before processing, please email us so that we can assure that your account is credited.

Problems with your order such as mixing discounts and specials (only one special, freebie, or discount per order) or denial of credit card may also result in cancellation, but in most cases we will let you know the problem. Please note that emails regarding questions other than status get top priority.

Delivery:

If you have a “SHIP BY” date please indicate in the comment section of your order and confirm that date with us in an email the date of your order. Please note, we cannot accommodate any ship by dates less than five days of the date of your order. If we cannot ship by that date and you wish to cancel, you will not incur any restocking fee and will be fully refunded if your card was charged.

We process each order manually and note comments on your order. We cannot accommodate specific delivery instructions (i.e. leave on the front porch) because we can only determine the method of shipping, not the delivery. You need to leave such messages for your local carrier. The comment section is a good place to note when you might need the item or if you would like insurance, for which we will bill you separately. We will in most instances, update your status to “approved” or “processing” within 48 hours of your order. Please note, our business days are M-F, excluding public holidays. Online account status checking, however, allows you to access your account and order status 24/7. Please note, holiday periods are our busiest time and processing time may take longer as our regular shipping times are suspended. If you have urgent shipping needs or a deadline, please contact us to enquire about expedited shipping or whether we can advance your order (see Expedited or Express Delivery above).

Pet Apparel, Toys and Jewelry – Safety First!

Your pets are like small children in many ways. We don not recommend leaving animals unattended with ANY articles of clothing, jewelry, toys or with hats on. It’s possible that they can snag clothing or jewelry on something and cannot get free. Most, if not all of our jewelry is decorative, so you should not leave your pet unattended while they are wearing necklaces or other jewelry. Unless otherwise expressly stated, you should assume all clothing and boots are for novelty purposes only. You also have to watch how they play with certain toys. If they tear them apart, these toys must be removed permanently. Your pet should not play with old toys. It’s the same reason we caution against leaving plastic bags lying around. These seem to be an attraction for pets and their legs can get tangled in handles. If you leave your pet with a purchase while unattended, please know that you do so at your own risk and the risk of your pets.

Pet Products – Sizes

We recommend that you make your selection carefully or contact us for additional information if you are unsure of the correct size for your purchase. We don’t recommend specific sizes because we cannot guarantee the measurements of your pet. The size of individual pets of even the same breed can vary, but we are happy to supply the manufacturer information so you can make a decision.

As a general rule, refer to the size chart or table for a specific item and the dimensions of the product. Particularly with respect to pet carriers or car seats, we recommend looking at the dimensions to determine the best fit for your pet (as opposed to weight). The customer is ultimately responsible for selecting the appropriate size for their pet. We strongly encourage you to write us prior to your purchase if you need more specific information.

Please note, when sizing information is given for breeds, this is an estimate since individual pets will differ. Refer to our measuring guide to assist you in finding the correct size or email us prior to purchase with your pet’s full measurements in which case we will try to assist with general information provided by an individual manufacturer based on the measurements you provide. We encourage customers to contact us prior to purchase with any questions they may have regarding fit or returns. We are happy to help and provide you with manufacturer recommendations, other customer experiences with the item you wish to purchase or specifics regarding the return policy with respect to your intended purchase.

For collars in particular, the smallest size of a particular item may not have all the features of the larger sizes to accommodate fit. (i.e. fewer jewels slightly different shape, buckle placement). This is especially true of x-small to xxx-small sizes 6-10 inches. Please ask if you are unsure about your item or the information seems insufficient.

For Pet Carriers in particular, soft carriers are notoriously difficult to size exactly. They are not made from cookie cutter molds and the dimensions are not exact for each. They may vary within a few inches because of the fabric (i.e. They do not stand at a certain height because they do not have the reinforced framing of hard pet carriers. This give is one of the reasons certain carriers have some flexibility for airline travel and fitting under the passenger seat. Please ask prior to purchase if your pet is a borderline size compared to the given dimensions. We do not provide refunds. Store credit or exchange only.

For Airline Approved Pet Carriers Please Read:

Be advised, each airline has its own requirements for travel with pets. We provide the dimensions of our carriers so you can check to see if they are within a specific airline carrier’s guidelines. While small dogs are usually ok to travel by plane in a tote, the carriers we specify as Airline Approved will fit comfortably under the seat in most cabins. We have tried to provide the dimensions in most cases so that you can compare them to those required by the airlines. The limit for the large sized carriers for cabins is approximately 23 pounds. The dimensions of your dog may make a difference. Don’t forget to check that you have a reservation for your pet before you fly and check that the dimensions are ok for your plane and flight.

Prices:

Please note that cached pages on the internet may not reflect accurate pricing. Where sale items are indicated, they may not reflect the larger sizes of many items which are customarily higher for many items of clothing and some pet carriers. Prices shown reflect the price for the smaller size if more than one size or variant is indicated.

Signature:

In most instances, you will be required to sign for acceptance of purchases. Please arrange for someone on hand to accept delivery of your order.

Insurance:

Please note we are not responsible for packages once shipped. We supply tracking information upon request for domestic orders, but this is not insurance. If your package is lost, you need to contact USPS if the item was sent priority mail or UPS. We ship all items with delivery confirmation. The items you purchase are not automatically insured (unless shipped via UPS). If you would like your item insured, you need to indicate in the comment section of your order and we will add the appropriate charges. There is no additional fee for insurance for items shipped via UPS ground under $100. Feel free to contact us prior to placing your order at 480-290-1363 if you would like to verify whether your item will be shipped USPS or UPS or to notify us if you have a preference.

Delivery Instructions:

Please do not tell us where to leave the package at your house, leave a key under the mat or “check round back.” We hand items over to your local carrier. If you have specific instructions, you may want to leave them at your local post office/UPS branch. We regret we are not able to accommodate any such instructions.

Coupons:

Coupons for store credit are distributed when you correctly return your item (see Returns above). The following are restrictions on your store coupon:

Coupon Restrictions:

• Coupons are not transferable.

• Coupons cannot be combined with other coupons or discount/sales items.

• Coupons can only be used once and cannot be used on subsequent orders.

• Void where prohibited.

• No cash or credit back.

• Coupons cannot be used with store credit coupons or for exchanges.

• Coupons cannot be added to your cart retroactively. They must be in your shopping cart to take effect at the time you place your order.

• Make sure your coupon is not expired. Expired coupons are not valid.

• Tax, shipping and handling are not included in any minimum purchase requirement.

• Coupons are not valid on previous purchases.

• Limit one per customer.

• Not valid on gift certificates.

• Coupon is automatically invalidated if coupon order is cancelled. (i.e. If you received a coupon with shipping notice and order is then cancelled). *Customer will receive a substitute coupon for use with out of stock notice.

• All sales/coupon purchases are final. Sorry. No returns.

• Coupons valid for instore/available items only. No rainchecks for canceled orders. If an item is out of stock Customer will receive a substitute item of equal or greater value or a $5 gift certificate in their out of stock notice for one or more items that are out of stock or if the order is canceled by the store because items are not available. Coupons are not honored if orders are canceled by the customer or by the store for non-compliance with terms of service or non-payment. Quantities of free or discounted gifts are limited.

• Sorry. Use of the coupon is restricted to US & Canadian residents only. If you are outside the US, please email for a different coupon.

• We reserve the right to reject orders that use a coupon code obtained from a bulletin board or other Internet site or in violation of any of our coupon restrictions.