Shopping Info
La Maison de Puppy ON-LINE SHOPPING POLICIES
- Customer Service
- Design Studio Hours and Holiday Schedule
- Sizing
- Product Availability
- Product Descriptions and Images
- Prices and Tax
- Purchases and Payment
- Canceling an Order
- Exchange and Return Policy
- Shipping
- Wholesale Inquiries
Customer Service
We are always delighted to assist you with any problems, issues or compliments you may have. Please contact us by email.
We will respond as soon as possible. You can reach us by email 24/7.
Email: mail@maisondepuppy.com
Please note that due to various email settings, our email message may be delivered to your spam or bulk mail folder.
Should you not receive a reply from us, you may have entered your email address incorrectly or your spam filter won't let us through.
Design Studio Hours and Holiday Schedule
We open Monday through Friday and weekend as well. We are closed for the following holidays and some holidays’ weekend in 2010.
In the meantime we always accept orders on-line except when we reconstruct our web site.
Please kindly be noted that we irregularly close for checking inventory and some other reasons but we will post a note in advance.
January 1, 2 & 3 - New Year's weekend
January 18 - Martin Luther King Jr. Holiday
February 15 - Presidents' Day
April 2, 3 & 4 Easter weekend
May 28, 29, 30 & 31 - Memorial Day’s weekend
July 2, 3, 4 & 5 - Independence Day’s weekend
September3, 4, 5 & 6 - Labor Day’s weekend
October 8, 9, 10 & 11 - Columbus Day’s weekend
Wednesday, November 11 - Veterans Day
November 25, 26, 27 & 28 Thanksgiving weekend
December 24, 25 & 26 - Christmas weekend
December 31 - New Year's Eve
Sizing
Each dog is different in their measurements even though in a same breed. We highly recommend you to measure your pet precisely to ensure a comfortable fit.
It is not reliable to purchase our items based on your pet's breed or weight. And the all styles under “coeur” label have different sizes due to their designs.
Especially knitted items vary a lot due to the nature of yarns and stitches. All our dog clothes are in inches.
Please see our Sizing Chart for more information or contact us at mail@maisondepuppy.com if you need assistance with sizing.
Product Availability
Sometimes after taking your order, we discover that the item is not available for shipping (backordered, sold out, damaged or so on).
In such cases, we will notify you via email of the status and do our best to fulfill the order as soon as possible.
You will also have the option to cancel the order. Product availability is subject to change without notice.
We reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).
Product Descriptions and Images
We try to provide accurate descriptions and representations of our products. However, La Maison de Puppy does not warrant that product descriptions,
photos or other content of this site is 100% accurate or error-free. This site may contain typographical errors or inaccuracies and may not be complete or current.
Color variations may occur due to monitor settings or descriptions may be incomplete due to human error.
We do our best to correct errors when they are found, and we reserve the right to revoke any stated offer and to correct any errors,
inaccuracies or omissions (including after an order has been submitted) and to change or update information at any time without prior notice.
Please note that such errors, inaccuracies or omissions may relate to pricing and availability,
and La Maison de Puppy reserves the right to cancel or refuse any order placed based on incorrect pricing or availability information.
Prices and Tax
All prices are subject to change without notice. We currently do not have a price-matching policy.
Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailer.
Items purchased and shipped to addresses in New York State are subject to applicable sales tax.
Purchases and Payment We accept major credit cards such as Visa, MasterCard, American Express, and Discover and PayPal as well. Backordered items usually takes longer than in-stock items. We will contact you to make sure that you still want to wait for the item. With your permission, we will then proceed with a payment even though the order has not yet shipped.
Canceling an Order
Unfortunately, orders cannot be canceled once you have completed the checkout process. Due to our commitment to processing your order quickly,
once the checkout process is completed, we immediately notify our warehouse and manufacturers to prepare your order for shipment.
We apologize for any inconvenience that this may cause you.
Exchange and Return Policy
We want you to be satisfied with your purchase. In the meantime returns / exchanges are accepted on merchandise within 15 days of receipt.
Please e-mail mail@maisondepuppy.com for a return RMA #. This number MUST be included on your return invoice.
Returned / exchange items must be in its original and UNUSED / UNWORN, UNALTERED & UNWASHED, and ALL TAGS must still be attached.
DAMAGES to or omission of TAGS and ORIGINAL PACKAGING from your return / exchange may result in a fee. When returning or exchanging an item with VELCRO,
please close the Velcro because it can pull on the fabric if stuck. If the item is damaged because the Velcro pulled on the fabric,
we will not be able to accept the item for return or exchange.
Any items under “coeur” label are NOT RETUNRED / EXCHANGED.
Returning shipping
For your protection, we recommend you use FedEx, UPS, the US Postal Service or any other delivery service with delivery and tracking capabilities.
The customer is responsible for all shipping and packaging costs related to exchanging or returning an item. We are not responsible for lost or misdirected returns.
We cannot accept returns COD. Items received after 20 days will not be accepted for exchange or return and will be shipped back to the customer at their cost.
Please kindly note that SHIPPING FEE are NON-refundable.
Please send all returns / exchanges, your email receipt or packing slip & RMA # to;
La Maison de Puppy
Attn: Returns & Exchanges
365 West 20th Street #1A
New York, NY 10011
Information for Exchange
For Exchange, please include the following information;
- style # you’d like to have
- size and color you’d like to have
- shipping method: regular or express (if no information, we send a package by USPS regular mail)
- payment method: credit card info (number, expiration date, CVV code) you can say “same as the previous order”, if you’d like to pay as same as your previous order.
Refund
Once your package has been received at La Maison de Puppy, your refund will be processed in the original form of payment within 10 to 14 business days.
You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may
require additional days to process and post this transaction to your account once they have received the information from La Maison de Puppy.
Restocking Fees
Please kindly note that each exchange and return will incur a restocking fee of $6.50 or 15% of the item's value, whichever is greater.
When you return an item and would like a refund, we will refund to your original form of payment for the purchase price less a restocking fee of $6.50 or 15%
of the item's value, whichever is greater.
Return Exceptions
The following items cannot be returned or exchanged: any product under “coeur” label, sale items, any product at seasonal (Halloween, Christmas, etc.)
and for a special occasion. Some items may not be returned or exchanged, but we note such restrictions on the product detail page.
- “coeur” label: the all products have a special nature, “ONE OF A KIND”, so we are very sorry but we can not accept any return or exchange due to the product’s specific nature.
- Sale: Sale items marked as final sale cannot be returned or exchanged
- Seasonal (Halloween, Christmas, etc.) & Special Occasion: Seasonal items with holiday motifs or special occasion clothing such as custom made items, special ordered items, wedding dresses and tuxedos are not eligible for returns or exchanges.
Faulty Goods
If an item arrives damaged or you receive the wrong item, please kindly notify us within 48 hours of your receipt.
We will email you a USPS return label to place on the outside of the package so you can drop your package of at any USPS office or ask a carrier to pick it up.
We will send an exchange immediately with our deep apology.
Shipping
Shipping in the States including Puerto Rico
- We use a standard or ground delivery via USPS for your order and express delivery is available upon your request.
- We’ll email you a shipping advice so you can track and estimate when your package arrives.
- You can expect most packages to be delivered to their destination within 5 - 15 business days from the ship date.
- Please kindly note that Alaska, Hawaii & Puerto Rico might be added destination surcharge to base rate.
- If you have been waiting over fifteen business days (three weeks) for your order, and have still not received it, please contact us at mail@maisondepuppy.com for assistance.
International Shipping
** Currently we offer international shipping ONLY to Canada.
- International shipping charges are based on several factors, including total price of items, the weight of the package, and its destination.
- Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information.
- Additionally, when ordering from La Maison de Puppy, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.
- Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international Customers and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.
- Also, we may provide certain order, shipment, and product information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.
Refused Shipping
If you decide to refuse any shipments from La Maison de Puppy, you are still responsible for the original shipping charges to you, any duties,
taxes and /or customs charges that are incurred on the package (on both the original and return shipments), the cost of returning the package
to La Maison de Puppy and 20% restocking fee. This amount will be subtracted from your merchandise refund.
Non-Deliverable, Refused or Unclaimed Orders If an order is returned or unclaimed by the customer due to customer refusal, negligence, absence, or customer providing incorrect shipping information (invalid, unknown or insufficient address), we will attempt contact you via telephone and/or email to resolve the order. If no response is received, the customer will be charged the appropriate shipping charges and a 20% restocking fee. Please make sure that the shipping information on your order is correct and that someone will be available to receive your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages, will require an additional re-shipping charge.
Wholesale Inquiries
If you are a designer, manufacturer or wholesaler and interested in doing business with La Maison de Puppy, please request our Wholesale Account Application Form
at mail@maisondepuppy.com. Once we receive your information, we will review it and will contact you should we require
any additional information.
up-dated November 30, 2009
La Maison de Puppy
maisondepuppy.com