Policies


WELCOME

Thank you for visiting Cute! Pet Gear online. Everything you see on this site (excluding the Links-It ID Tag Connector) is handcrafted in Syracuse, NY. Custom orders are welcome. 
Handmade items are individually made, and many are made to order just for you. Please allow up to 3-5 business days for handmade items to ship, once your order is complete.

PAYMENT

Our online payments are processed via PayPal.  A PayPal account is not necessary to use the PayPal service. We accept Mastercard, VISA, Discover, American Express, and PayPal. Learn more about the security of PayPal here.    

SALES TAX

If your purchase is being shipped to a NY State address, appropriate state/county sales tax will be added to your order at checkout.  NY State requires sales tax to be applied to shipping charges.

SHIPPING

We ship worldwide from Syracuse, NY.
FOR ORDERS SHIPPING TO THE USA:  All shipments are via USPS First Class. Additional insurance is recommended. Please indicate in the message section if you would like your purchase insured for the amount of the purchase price.
The customer assumes any responsibility for uninsured orders lost in the mail. Additional shipping options are available, please contact us if you would like your order shipped via a different carrier.
INTERNATIONAL SHIPPING & IMPORT TAX: Items ship from the United States via US Postal Service First Class Package International Service.  Each country determines its own rules and rates regarding import tax.  Import taxes are charged by the country of residence (they are not imposed by Cute! Pet Gear) and are the responsibility of the buyer.  These charges are not included in the item prices or listed shipping charges on the Cute! Pet Gear website.  They will be handled/charged by the local postal office at the time of delivery, in accordance with that country's requirements.  Please use the DUTY CALCULATOR to calculate any import tax you may be charged by your local post office at the time of delivery.  The items purchased from Cute! Pet Gear will be listed under the 'Home & Garden' product category on the Duty Calculator.  
All packages shipping internationally will have your order total visually available in a sealed packing slip on the outside of the package to prevent inaccurate duty calculations at the point of delivery.
Please be mindful of lengthy delivery times for international orders due to customs clearance, weather, etc. 

CUSTOM ORDERS

We'd be happy to work with you to create the perfect item for your pet!
Please allow two weeks from the date of your purchase for any custom order to ship. For limited edition items, please allow additional time if requesting a coordinating accessory.

REFUND/EXCHANGE POLICY

TERMS
Items that are eligible for refund or exchange (see below) must be returned in their original condition showing no signs of wear, damage, or tampering. Items must be received intact, so please choose an appropriate mailer.  For all items, the 'date of receipt' will be the date USPS tracking indicates the item was delivered to the shipping address provided by you.  Customer is responsible for all shipping charges for items returned, unless the item is being returned under warranty and/or an error by us.  Requests for return/exchange will be handled based on the following eligibility guidelines.  Each item's eligibility category is listed at the bottom of the item description.

ELIGIBILITY
STANDARD ITEMS - Eligible for refund or exchange within 30 calendar days of receipt.  Request for refund/exchange must be made via email to cutepetgear@gmail.com within that 30 calendar day period.
STANDARD ITEMS WITH SPECIAL FABRIC - Eligible for refund or exchange within 5 calendar days of receipt.  Request for refund/exchange must be made via email to cutepetgear@gmail.com within that 5 calendar day period.
CUSTOM ITEMS (not embroidered) - Eligible for exchange only, within 30 calendar days of receipt.  Request for exchange must be made via email to cutepetgear@gmail.com within that 30 calendar day period.  The exchange can be completed immediately, or buyer can request the exchange dollar amount to be provided in the form of a gift certificate.  Gift certificates expire 365 calendar days from date of issue. Gift certificates are transferable to another party, but have no cash value.
CUSTOM EMBROIDERED ITEMS - Not eligible for refund or exchange.
STANDARD EMBROIDERED ITEMS (no customization) - Eligible for refund or exchange within 30 calendar days of receipt.  Request for refund/exchange must be made via email to cutepetgear@gmail.com within that 30 calendar day period.
PET BEDDING - Not eligible for refund or exchange due to sanitary reasons.
TOYS - Not eligible for refund or exchange due to sanitary reasons.
LINKS-IT - Eligible for refund or exchange within 30 days of receipt.  Request for refund/exchange must be made via email to cutepetgear@gmail.com within that 30 calendar day period.  Original packaging must be included with the return.
SALE ITEMS - Eligibile for return/exchange based on their original eligibility category provided in the item description. Refer to the eligibility category guidelines for details.  Example: if a STANDARD ITEM is on sale, it is eligible for return/exchange based on the guidelines for STANDARD ITEMS.  Refunds or exchanges will be made based on the dollar value of the item at the time of purchase.
SHIPPING CHARGES are not refundable.
WARRANTY
COLLARS, LEASHES, BOW TIES, NECK TIES, BANDANAS:  We offer a six month warranty on workmanship (hardware, fabric, and stitching) from date of purchase. Normal wear and tear or damage caused by your pet (chewing, soiling, rough play, etc.) or misuse (cut webbing, soiling, etc.) is excluded.
ITEMS IN THE PET LOVER CATEGORY:  We offer a six month warranty on workmanship (hardware and stitching) from date of purchase.  Embroidery detail, fabric, and/or fabric applique is warrantied for stitching only.  Damage to embroidery detail, fabric, and/or fabric applique caused by improper fabric care such as ironing, pressing, washing, etc. is not covered.  Every buyer receives care instructions with each purchase of these items to prevent any damage to embroidery detail, fabric, and/or fabric applique.  Following these care instructions will prevent damage to embroidery detail, fabric, and/or fabric applique.
TOYS: Toys are created to be chewed and roughed-up, and therefore slowly (or quickly) destroyed.  We offer a one month warranty on exterior side seams only.  There is no warranty on fleece, fabric, squeakers, ribbons, exterior machine embroidery, or other decoration.  Please consider your pet's play style before making your purchase and always monitor play time.
BEDDING:  Some pets may chew bedding.  We offer a one month warranty on side seams only.  Please consider your pet's activity level before making your purchase and always regularly check bedding for signs of chewing to prevent your pet from ingesting the fabric.

SAFETY

Each customer is responsible for determining the suitability of handmade items for their individual pet. Please be sure to consider your pet's activity level, size, weight, and play style when choosing an item. 

CATS: Collars for cats MUST be purchased with breakaway style buckles. Breakaway buckles are designed to come apart with pressure to prevent choking if your cat becomes caught. They should not be used with a leash. It is our shop policy to make cat collars only with safety breakaway buckles.

DOGS: Collars with breakaway buckles should NOT be purchased for dogs who are walked on a leash. 

RESERVATION OF RIGHTS

We reserve the right to refuse requests for custom embroidered items that are deemed to be derogatory towards anyone - four-legged or two-legged. We must also refuse any requests for licensed items, registered marks or copyrighted elements.
Your pet's safety is our priority.  We may contact you via email if your order includes an item that may not be appropriate for your pet to ask additional questions on usage.  We reserve the right to refuse and refund paid orders prior to shipping for items deemed inappropriate for your pet for safety reasons.  For example, a very lightweight collar purchased in a size for a very large dog would not be sufficiently strong enough to use with a leash for that dog. 

PRIVACY

We do not share or sell your name, address, phone number, email address, payment information, or any other information you provide to us with anyone.  Ever.