Home > FAQ
ORDERING QUESTIONS

Q. I already placed my order, but I would like to add something to it.
A. Please contact us to determine whether or not additional items can be added to your order.
Q. How long do I have to cancel an order?
A. Once your order has been submitted we cannot guarantee a cancellation can be made, but if you notify us as soon as possible, we'll do our best to stop the order before it ships. However, for any special order Susan Lanci Designs items, after your order has been placed, it cannot be canceled. If you ask us to cancel it after we have already ordered your items from Susan Lanci Designs, there will be a 50% cancellation fee to cover our costs. To be clear, that means you'll only be refunded HALF of the price of your merchandise. Please help us avoid this by being sure of your items before you special order and contact us with any product questions.
Q. What types of payments do you accept?
A. We accept Visa, Mastercard and Discover credit/debit cards directly on our site. You can also pay with your Pay Pal account or use any major credit cards by selecting Pay Pal as your method of payment and then entering your major credit card when brought to Pay Pal's website to complete payment for your order - this takes seconds and no Pay Pal account required!
Q. Why has my credit card been charged when my order has not shipped?
A. All payments are processed immediately at the time of your purchase, which starts the process of getting your order into production. Should you need to cancel your order or a portion of your order, we will issue a refund.
Q. Can I order a gift and have it shipped directly to the recipient?
A. Yes. Please just enter the name and address you would like the order to go to in the Shipping Information area at Checkout. The packing slip will not have prices, billing or credit card information of the purchaser.
Q. Do you offer gift wrapping?
A. We do not currently offer gift wrap services.
Q. Do you have a catalog that you can mail to me?
A. No. As we are continually adding new vendors and products to our selection, a printed catalog would never be up to date with the efficiency of our website.
Q. Do you have any physical retail store locations?
A. No.

SHIPPING QUESTIONS

Q. I received my order today, but something was missing. The missing item is not on the packing slip.
A. This usually means that another shipment is on its way. Some of our items are shipped directly from the manufacturer and some from us, so it is not unusual for items to arrive in separate packages.
Q. Do you offer overnight shipping?
A. No.
Q. How much is shipping?
A. For all orders within the Continental U.S. (excludes Hawaii and Alaska) we're currently offering free shipping for orders over $49 with coupon code FREESHIP and $4.95 or $9.95 flat rate shipping. All other shipping rates depend upon the weight of the items you are ordering and their ship to destination. You can calculate your exact shipping costs by adding the item(s) you wish to order to your cart and then entering your Country, State/Province and Postal Code and clicking the blue "Recalculate" button. This will generate a list of carriers and prices for you without having to go any further in the ordering process.
Q. What if the country I want to ship to isn't listed when I try to put in my shipping information?
A. Unfortunately, because of the high cost and the low reliability of international shipping we only offer very limited international shipping at this time.
Q. I just received my order and it is wrong.
A. Please contact us. As hard as we try to have a 100% success rate with shipments, mistakes do happen. We will do our best to fix the problem and get a new order out to you as soon as we can.
Q. My package is showing delivered, but I never got it.
A. Please be sure to check with all of your family members and any neighbors who may have received the package for you, as more often than not, someone simply has forgotten to mention it. If you live in an apartment complex, please be sure to check your reception area as packages are often held there.

If your shipment went via USPS and they have reported delivery confirmation of your shipment, but you still have not received it, please call your local post office with your delivery confirmation number to inquire. The delivery confirmation number can be found in the shipment notification e-mail that was sent to you. After taking this step if there is no more information on the package, please contact us for next steps. If mail theft is suspected, we may ask that you file a police report and fill out a US Postal Inspector mail theft form: https://postalinspectors.uspis.gov/radDocs/Mail_T...

If your shipment went via UPS and they have reported delivery confirmation of your shipment, we will file a claim with the carrier and reship the package after a 10-14 day investigation period if the package is confirmed as lost or stolen. In many cases, these packages are located at neighbor's homes or tucked away in locations around the house which is why we do not immediately reship.
Q. What if I entered my shipping information incorrectly on my order?
A. Please double check your shipping information when checking out and also in the confirmation invoice of your order that is e-mailed to you directly after placing your order. If you enter an incorrect address and the package is delivered, it cannot be recovered. No refunds are provided for orders delivered to an incorrect address. If an order with an incorrect address is returned to Chic-Dog-Boutique.com, we will refund your merchandise cost less the cost forward and return shipping. We would be happy to re-ship it to a correct address with a reshipment postage fee.
Q. I received a shipment notification to my e-mail address, but not all the items I ordered were listed in the e-mail.
A. If you've ordered more than one item, it's not unusual for items to ship separately as many of our items ship from different locations.

RETURN QUESTIONS

Q. How can I return my order?
A. Please visit our Returns Policy page to proceed with a return.
Q. What if I just want to exchange an item?
A. Unlike exchanges in physical stores, online exchanges work a little differently. If you wish to return an item in exchange for another, please visit our Returns Policy page and follow the instructions at the bottom of the page to proceed with your return. You can choose to receive a Refund or a Store Credit + 5% bonus. All refunds and store credits are not issued until your return is received in its original condition. If you choose to receive a refund, you can reorder the new item you want at any time with your credit card knowing that you will soon receive the refund to your credit card for the original item you ordered once we receive it back. If you choose to receive a store credit, you will not be able to place a new order using this store credit until we receive your return and issue the credit in the form of a gift certificate code to your e-mail address.
Q. When can I expect my return to be credited?
A. You can expect to receive your credit within 5 business days after we receive your return. Please note that Saturday and Sunday are not business days.

COUPONS & DISCOUNTS

Q. I have a gift certificate code, but when I enter the code, it doesn't work.
A. Please make sure you are entering the gift certificate into the appropriate field and not into the “coupon code” field. The place to enter your gift certificate code is on the checkout page (not the shopping cart page) under where it says "TOTAL" it says "Apply a Gift Certificate". However, if you are logged in, your code may apply automatically at checkout after you've selected a shipping method, in which case you do not need to manually enter it again. If the code will not work, please contact us.
Q. I have a coupon code, but it doesn't work.
A. Please note that only coupons advertised on the Chic-Dog-Boutique.com website are valid coupons. Coupons posted on 3rd party websites are frequently invalid or expired.
Q. Do you offer wholesale accounts?
A. No.
Q. I am interested in ordering a large quantity of 1 item. Can you offer a discount?
A. Please contact us so that we can discuss the details of this further. Please be aware that we may have to place a special order for a large quantity and this may result in a longer lead time to get these items to you.