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Customer Service

Ordering

Size Availability: You can see what sizes are available for a particular item by clicking on the Size button from the product detail page. When you click on the button, available sizes will show in the pull-down window. If the size is not shown in the pull-down window, then the item is sold out.

Colors Display: We have made every effort to display, as accurately as possible, the colors of our products online. However, since the actual color you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.

Out of Stock Items: Occasionally, high demand causes us to run out of certain items. If the item you ordered is out-of-stock, you will receive an out-of-stock email notice and the item will be removed from your order. Please note that you will not be charged for any out of stock items.
Order Status

Checkout: When your order has been received and you have provided us with valid information, you will receive an Order Confirmation via Google. Should you not receive a confirmation email, please log on to your Google account to verify if your order has been placed before re-submitting your order to avoid duplicate orders from getting placed.

Modify or Cancel Order: Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us. If you did not receive an Order Confirmation email or Shipping Confirmation, please check your Google account to verify that your order has been placed and to check the order status. After checking your Google account, if you still need assistance please contact us at contact@poochitoutou.com.

Shipping
Currently we offer flat rate shipping of $4.99 to U.S, Canada, UK, Australia and other major countries. Standard domestic delivery usually takes 5-8 business days, but may take up to 10 business days from the shipped date, excluding weekends and holidays.

NOTE: Delivery for pre-order items including apparel, collar/leashes, carrier and beds may take up to 4 weeks depending on the next warehouse shipment.

We also ship worldwide to limited countries. Please contact us by email if you have trouble checking out due to the shipping destination. For case by case expedite shipping at additional cost, please also contact us by email at contact@poochitoutou.com.

Payment

Payment Options We Accept:

Visa; MasterCard; Discover; American Express.

Credit Card Charge: Your credit card will be charged once your order is processed to ship.

Denied Credit Card: You will receive an error message immediately if there is a problem with processing your credit card. If this happens please contact your credit card company.

Returns & Exchanges

CLEARANCE, SALE and small accessories items are final and cannot be returned for exchange, credit, or refunds.

FORMAL WEARS, COSTUMES, SEASONAL ITEMS and sanitary DIAPER/TRAINING items can only be returned for exchange of a different size.

Shoes and boots exchanges and refund are accepted but is subject to a $5 restocking fee. All bed, bags and carrier items are subject to a 20% restocking fee.

For all other items, to be eligible for an exchange, credit or refund, the merchandise must be returned unworn with tags and must be accompanied by original order invoice.

Returns are accepted within 15 days from the shipped date. Pack and seal your return merchandise securely. You will be responsible for the return shipping cost. Shipping and handling charges are not refundable.

Please contact customer service for the specific return address to one of our warehouses.

Please allow 2-3 weeks from the return shipped date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. For returns from International and APO/FPO addresses, please allow 4-6 weeks from the return shipped date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement.

Privacy Policy
We ask for your name, telephone number, home address, email address and age for competitions, prize or newsletter sign ups. When a purchase is made on our site, in addition to the above, we also ask for delivery address, and payment method details. Your data will enable us, and our processors, to fulfil your order, to notify you about important functionality changes and for statistical or survey purposes to improve this website and our services to you. We may also send you from time to time information about products and services and details of promotions and special offers from POOCHI & TOUTOU.
Contact Us

For any inquiries, you may contact one of our friendly representatives at:

contact@poochitoutou.com

Monday through Friday, 9:00 AM to 6:00 PM EST

Summer Days (Memorial Day weekend - Labor Day weekend): Monday through Thursday with limited service; Friday Off