This is a Quick Guide for Shopping at HandsNpaws. For additional or specific information, please review our Terms and your Email Order Confirmation. You can also reach us at Orders@handsnpaws for additional information.
Since this is a specialty store, most of our items are handmade or made to order. The average ship time is about 1 to 3 weeks and depends on (1) the item ordered and (2) the shipping option selected. If you select the discount option, it can take 10 to 15 business days to process your order and the item is shipped thereafter. Our business days are listed on the "status update" page.
We can accommodate requests to expedite an order before you order in the following ways: (1) if you email us prior to placing your order to request expedited shipping or (2) if you indicate a "ship by" date" in your checkout comment box. If we cannot accommodate your request, you will be notified and we will not process your order. Please note "ship by" dates are not delivery dates. "Ship by" requests require the standard shipping selection and can usually accommodate 1 week processing or sooner depending on the item.
You may cancel your order at any time until we commence processing (usually within 1 to 2 hours of placing your order) by logging into your account if you created an account during the checkout process. Once we have begun to process your order, you will not be able to cancel it online and your order will have to be handled as a return. Our processing may require shipment from out of state to our warehouse before we ship to you and we incur costs before your order is shipped to you. If your order has not yet shipped, a customer service rep may be able to cancel the order but will assess the appropriate restocking fee. Cancellation requests may only be made by email. Please place your order accordingly.
We accept returns for most items provided they are in unused condition and returned in the original packaging with the tags attached. We cannot accept items that have been in contact with your pet so if you have purchased a pet carrier or pet clothing, you may want to just do a visual inspection. All returns require issuance of a Return Merchandise Authorization (RMA) number. Simply email your request within the return period. HandsNpaws provides store credit or exchanges for all prepaid returns subject to a restocking fee.
Since we are primarily internet based, most customer queries are handled by email only or through a login system that allows customers to monitor the status of their account or place reorders with ease. While a live operator is available at most times, customer service hours for phone orders are limited to the specific periods posted. We encourage customers to review the information provided in their email order confirmations if they have questions regarding their order. Email confirmations are provided to all customers. If you have an AOL account or do not receive one, you may want to email us directly to request that it be forwarded to another email address.
New customers can register at check-out AFTER they have placed an order during the checkout process. You do not need to register before placing an order.
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 but excludes return store credit coupons issued to customers for return exchanges. (In this case, the processing fee is deleted during our processing after checkout though it may appear in your shopping cart during purchase).
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