Customer Service

Delivery:
Price quotes for selected delivery method (i.e. USPS or UPS) are best estimates. USPS Priority Mail Service 3-5 days; UPS Ground Delivery 3-5 days. However, shipping times may vary. Shipping delays are the responsibility of the carrier. Tracking is available via USPS and UPS.

Shipping Cost to Deliver:
WelcomePup.com feels the same way you do about shipping costs. We strive to ship dog themed gift boxes at the lowest possible cost.

Substitutions:
Should part of your gift box be placed on backorder, WelcomePup.com will not substitute backordered quality dog products contained in dog gift boxes with other quality dog products of comparable quality, value and theme without first notifying the customer of the backorder situation and receiving customer approval. Individual Add-On items are assumed to be specific and will not be substituted. In the event a requested Add-On item becomes unavailable or is backordered, customer will be notified.

Returns and Replacements:
Customer satisfaction is important to us. Customers will be notified if a specific item or items ordered is/are unexpectedly delayed or backordered. At that time, customer may choose to continue or cancel the backordered item(s). Backordered item(s) will be refunded. In the event backordered item(s) are part of a gift box package, item(s) will be refunded using the Add-On item purchase price.

Because WelcomePup.com sells custom-designed dog gift boxes using quality products which are carefully inspected prior to shipment, except for manufacturer's defects, quality dog gift box items are not returnable.

Normal Wear and Tear/Dog Damage: Customer recognizes that no dog toy is indestructible. Products may not be returned because of normal wear and tear or dog damage.

Manufacturer's Defect: In the unlikely event that a manufacturer's defect should be detected by recipient upon receipt of products, recipient should notify www.WelcomePup.com via "Contact Us" web page, or via phone at 216-346-0710 immediately or within 10 days of when the gift is received explaining the defect. WelcomePup.com will review request and may accept defective product and issue recipient a replacement so long as the product remains unused and in its original intact manufacturer's packaging.

Shipping fees are the responsibility of the sender. Returns should be addressed to:

WelcomePup.com
Return/Replacement
20815 Kylemore Drive
Strongsville, Ohio 44149

Please remember to include the name and address of recipient, reason for return and an email address or telephone number should further contact be necessary.

Cancellation Policy:
WelcomePup.com reserves the right to cancel any order for any reason, but more often it will do so if an ordered product is out of stock or backordered. Customer will be notified and a refund will be issued to the cardholder.

Secure Shopping:
You can shop at www.WelcomePup.com with confidence.

We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards and electronic check payments safely and securely for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. To see how it works, see their online payments diagram at http://www.authorize.net/resources/howitworksdiagram/.

The company adheres to strict industry standards for payment processing, including:

* 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.

* Industry leading encryption hardware and software methods and security protocols to protect customer information.

* Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.

www.WelcomePup.com is registered with the Authorize.Net Verified Merchant Seal program.

 
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