Shipping & Returns
Shipping & Returns Policy for ADMIRAL FRAZIER
Admiral Frazier Dog Clothing, Products and Accessories
RETURNS & EXCHANGE POLICY
Pets come in all sorts of shapes and sizes so we understand. If you are not satisfied with your purchase, please notify us via e-mail at email@example.com for an exchange within 7 days of delivery of products. We will accept exchanges of most items with some minor exceptions/exclusions. Items eligible for returns/exchanges need to be in its original condition, brand new, unused/unworn, with all tags and packaging attached, as original, free of odors or stains, pet hair, unwashed and in resell-able condition. Items deemed returnable will be given a store credit or size exchange only, no refunds to credit cards. Items returned will be given a size exchange or store credit minus any actual shipping charges incurred. Items must be returned to us within 30 days of receiving RA # for a return. Please e-mail us at firstname.lastname@example.org about a return/exchange.
Admiral Frazier will accept returns for exchange or merchandise credit ONLY. Merchandise credit will expire 1 year from date of purchase. We do NOT offer refunds, only exchanges, and no exceptions.
Items not eligible for exchange/returns: sale/clearance items, special ordered items, custom made/embroidered items, anything we deem unhygienic for return and resale including but not limited to pet toys, dog food/water bowls, spa & grooming products, treats, dog carriers or pet slings carrier, pet beds, safety car seats, pet steps/stairs, strollers, play/exercise pens and dog blankets. Due to industry health regulations, these items are final sale and are not returnable. Engraved dog id tags are final sale as these tags are engraved with your personal information. Please double check all engraving before submitting order; if a typo is made by you, we unfortunately cannot replace this with additional fees. Once the id tags are processed, we cannot cancel/refund/change the id tags you ordered. No returns or exchanges on Jewelry, Grooming products, Hair bows, Sale, Clearance, Personalized, Discontinued or “sale” items. If we special order a product, size, color or custom design something specifically for you, this falls under the guidelines of final sale. Seasonal, holiday, special occasion, formal wear, birthday products will be allowed size exchange only for the exact same product, no store credit or exchanges for any other products so please review all product descriptions and size charts carefully. We do our best to represent all products with accurate descriptions and photos, however, a color or photo may look slightly different based on each individual’s computer screen resolutions. If you are unsure about anything, feel free to ask us first.
Please read all size charts for every single product for the best fit. If you need assistance about sizing, contact us prior to purchase at email@example.com for assistance. Keep in mind there are no standard sizing for specific breeds, all dogs in the same breed will have different measurements. There is no such thing as a specific size for a certain weight as a skinny 10 lb. dog will wear a different size than a thicker 10 lb. dog.
1. Contact us at firstname.lastname@example.org to get a return merchandise authorization
number (RA #) and return address. Returns/exchanges will not be accepted
without an RA # or completed form
2. Complete return form (inquire)
3. Repack items in its original packing, ship item(s) in a sturdy padded box or
envelope including the completed return form. NOTE: Missing tags or
or damaged items will not be accepted. We highly encourage insuring your
We recommend using a secure mail courier such as USPS, UPS, or Fed-Ex. We are not responsible for items lost or damaged in transit. If we do not receive the products, it is still considered your property and a credit will not be issued. Please allow up to 30 days to process all returns and exchanges.
Once we receive your returned item and item is deemed to be in sell-able condition, your replacement item will ship out or you will receive an e-mail with a coupon code for store credit. Please allow up to 30 days to process all returns (store credit or reshipment of different size).
All exchanged items will incur a minimum $7 shipping fee to reship the item you are exchanging. This will be charged to the same card you used for your purchase.
Items returned to us without prior notification or returns that do not comply with our return policy will not be accepted and will be returned to you. Please do not contact us and ask for an exception to our return policy. If you receive free shipping on promos and need to return all or part of the order, the actual shipping cost will be deducted on items for returns. Returns will be at our sole discretion and we reserve the right to make final decision about the condition of all items returned to us. You are held responsible for any damage caused by your pet to products. Please return all items in the condition you would like to receive your items. We cannot make any exceptions to our return policy so we kindly ask that you do not ask this of us. We ask that all our customers follow the same return policies to be fair to all our customers.
Once we receive the returned product, we will process your return. We offer the option of a size exchange or a store credit only. Store credit is calculated with product cost minus actual shipping cost incurred to us. (may be more than the discounted shipping rate we offer). Any exchanges will incur additional charges to reship items back to you. Shipping costs are non-refundable.
We encourage you read all relevant product descriptions, size charts, and always measure your pet accurately before you make a purchase. Please do not assume your pet is the same size in every product, always look at the size chart we provide for each individual product as each product comes from different manufacturers with different sizing. There is no such thing as a standard size. If you are buying a gift, ask the pet owners their sizes (neck, chest, length).Puppies will outgrow clothing and all pet apparel, so please take this into consideration prior to making a purchase. We cannot accommodate growth if you receive an item and the dog has outgrown the size you ordered so take this into consideration prior to the order if your dog is a growing puppy.
DAMAGED/INCOMPLETE WRONG ORDERS :
Damaged items, missing orders, or wrong items sent must be reported within 48 hours of receipt to with a detailed description.
Please contact us in writing via email within 48 hours of delivery of package. Retain all packaging material and original packaging. We will provide you instruction on how to replace the item.
If a product looks damaged in transit, please do not open package. Simply return the package to mail courier with instructions to return to Admiral Frazier and notify us immediately. We will happily exchange any defective items at our sole discretion and final decision if the item received is defective or damaged during transit. If you receive an item that is defective or damaged, you will receive the same exact product as a replacement or an equivalent product at our discretion.
MISSING ORDERS: If you are missing items in your order, please contact us within 48 hours of receiving your package. We scan and document all items shipped in your order prior to packages leaving our warehouse so please check the box thoroughly before making a claim for missing products.
WRONG ITEMS SENT: We are not robots and can occasionally make a mistakes on items or sizing. Please notify us within 48 hours if this occurs for instructions on returning the items back to us. In case of shipments sent in our error, we will cover all costs associated with returning items back to us.
PRODUCT WARRANTY/DEFECTS: you must notify us of any defects within 48 hours of delivery for us to consider an exchange of defects. Anything beyond the 48 hour time frame will be considered usual wear and tear and credit will not be given. If we find that a return was due to misuse, we will not be responsible for replacement. If your pet chews through clothing, harness, toys, beds, carriers, collars, etc, it is considered normal wear and tear.
GIFT CARDS/GIFT CERTIFICATES:
Gift certificates cannot be returned or exchanged for cash. They must be used for purchase of products on our web site only.
Once an order is placed and submitted, unfortunately it may not be cancelled. This includes duplicate orders you accidentally place. If you choose to return items that are eligible for returns, please do so and you shall receive store credit for the return. If an order has shipped and if the package is refused, attempted delivery, returned to us for any reason, we will deduct the 20% restocking/credit card fee + actual shipping + packaging costs we incur. We reserve the right to make the decision to cancel any orders at our discretion. If an item shows for example, a 5-15 business days, special ordered, or customized, the item is final sale and not eligible for returns or exchanges. If we special order a size for you for an exchange and you no longer want the item, a store credit for the returned item minus the cost of the special ordered item will be provided.
All purchases are charged on your credit card at the time of check out, regardless if it is special ordered, custom ordered, back-ordered/out of stock. If you choose to cancel any item or the entire order, 20% restocking fee applies, no exceptions.
Occasionally, we may run out of inventory on products, may need to special order items as a purchase is made. Please review individual items for product availability and approximate ship times.
OS : Oversize shipping fees will apply to these or any large/heavy products. First class
shipping fees do not apply to this category. We will bill your credit card
separately for additional shipping charges.
We make every effort to ship items within 3-5 business days AFTER your order is placed. Orders processed will ship Monday – Thursday, minus major holidays and weekends. Orders placed on Friday – Sunday will be processed the following Monday. Out of stock or special order items may take anywhere between 5-30 days to ship so please keep this in mind before placing an order. If a special ordered item is discontinued or unavailable, you will be notified via e-mail and you will be issued a refund. Please be sure your contact information is correct. Please also keep in mind the processing time + time in transit will being shipped.
If you need a product by a specific date or sooner, please contact us via e-mail so that we can confirm that we will be able to accommodate your request. We do offer next day shipment of all items in stock so please contact us to arrange this. We will bill your credit card for any additional shipping cost to upgrade your shipping. We will do our best to accommodate your circumstance if possible.
Once you place an order, it make take anywhere from 2-10 business days of transit time for orders shipped to U.S. addresses, depending on ship to address and the shipping method you select during checkout on our web site. We are located in CA so shipments to the west coast will be quicker than shipments to the east coast.
Once we hand a package to mail couriers, we have no control over delivery times, dates, or any delays that may occur. Therefore we are not liable for any delayed packages. We cannot guarantee ship times any time. We can only estimate based on the information provided to us by our mail courier.
In order to simplify our shipping costs, we have implemented a flat shipping rate of $6.95 * for first class shipping for purchases under $99 unless you opt to upgrade shipping method. We also offer alternate shipping methods that you can select during checkout. *Shipping costs are calculated AFTER all discounts have been applied to your cart at check out.
We offer FREE shipping on ALL US ORDERS over $99! *Free shipping is not available to international customers AND some items do not qualify due to size and weight, such as carriers, beds and furniture etc. If you have any questions regarding shipping costs please email us.
OVERSIZE : The $6.95 discounted rate is not available for heavy or large items purchased. Large items include large beds, furniture, roller carriers, etc. Please note below that the ship times and prices are only estimates, delays may occur , especially the busy during holidays. The ship time below does not include processing time, which is the time to process or procure an order prior to shipment. Express shipment is only available for all in stock items.
SHIPPING TO U.S. Addresses (includes Hawaii, Alaska)
$6.95 standard first class USPS (small/lightweight items)
Orders over $99, FREE First Class Shipping!
$10.95 for 2-3 days Priority Mail USPS
Next Day Air shipping available on some items, contact us for availability
email@example.com or by calling (213) 375-7715 during business hours.
*** Alaska/Hawaii/Virgin Islands: shipping for large heavy items like beds, furniture, gates, etc will incur additional shipping fees to these states. This is to cover the extra weight/cost of shipping to these locations. The extra shipping fees will be calculated after you check out, depending on what you order, weight, destination, etc. You will be billed separately for actual shipping charges for this.
Admiral Frazier offers international shipping. We can only ship to billing address for all international orders. Orders shipped internationally will be marked with the actual value of the order, and you can expect customs and/or duties assessed by the ship to country. You will be responsible for paying for this separately as billed by the individual country. Orders shipped to international addresses will be at the buyer’s discretion. We cannot be responsible for lost or missing shipments to international addresses, so please purchase at your discretion. You may purchase insurance so please make a note during checkout if you would like insurance added to your package (usually $3-10, billed separately on your credit card). If no note is made, shipment to non U.S. address is at your discretion, we will not be held liable to replace or refund. Customer will be responsible for any additional cost for customs, import or duty fees assessed by your country. Items shipped with ‘free shipping’ are only available to localU.S. addresses. Ship times below are estimates only, once the package leaves our warehouse, ship times may vary slightly and will also be determined by your Country’s customs policies. Large/Heavy items may incur additional shipping charges, you will be notified if this is the case.
INTERNATIONAL: We offer international shipping rates to most countries outside of the U.S.
Please contact us for shipping rates outside of the USA
*additional shipping fees will apply to the above rates for large/oversize packages shipped overseas. This will be assessed at actual shipping cost to us depending on the weight and destination.
We will only use reliable couriers to ship your package. We use USPS, UPS and Fed-ex to ship all packages.
We usually do not have any problems with lost or damaged packages but they can occur occasionally so we provide shipping confirmation on all packages that go out.
If a package is returned to us undelivered for any reason, unknown address, missing information, unclaimed, refused at your address, incorrect information provided to us, or if the mail courier will not deliver to your street, you will be assessed additional shipping costs + $7-69 to reship products out. For items returned to us, it’s the customers responsibility to contact us to have items reshipped. You must notify us if USPS or UPS will not deliver to your address. All undeliverable packages will incur a 20% restocking fee + actual shipping and packaging cost.
Some products/shipments do require signature confirmation upon delivery. If the item is returned to us because a customer did not pick up the package or are not available to sign for the package, you will incur additional shipping charges to reship this item or a store credit for the item minus actual shipping charges. Once an item is shipped, it is the customer’s responsibility to be available for delivery/pick up of all packages. It is at our discretion to require signature confirmation on certain order/shipments.
If a package is scanned by the mail courier as delivered, whether it was accepted/signed by you or someone else at your residence, neighbors, porch, front office receptionist, receiving department, etc is considered delivered. We are not responsible for stolen or lost packages in transit otherwise. We ship most packages without signature confirmation unless you specifically request this ($1.50 additional). Please keep in mind that the mail couriers scan the UPC on packages while they are right in front of your door before it is delivered, so please do not attempt to make a claim otherwise. We monitor all proof of deliveries on packages that go out.
Any fraudulent charge backs made by a customer when an item is received where you are credited by the credit cards for items that are in your possession is sent to our collections department. Our team will work with an outside collections agency to recover this loss. So please, do not attempt this as we do not want to have this affect your credit scores.
Flat Rate Shipping cost of $6.95 per order*
FREE USA SHIPPING ON ORDERS OVER $99*
*Larger items, such as carriers, beds, do not qualify.
Most bowls do not qualify due to special packaging to ensure a safe shipment.
We strive to provide excellent customer service and if you have any questions, please feel free to contact us at firstname.lastname@example.org if you have any questions or concerns.