Boxes are amply sized and your items are well-protected.

 

SHIPMENTS, RETURNS & EXCHANGES 


YOUR ORDER SHIPMENT

Packages are generally dispatched within 3-10 days after order is placed and are shipped via UPS ground or USPS with delivery confirmation. 


Shipping fees include a handling fee as well as postage costs. Transport fees vary according to total weight of the shipment and delivery zone. These fees will be itemized in the Paypal payment window as part of your total. Florida residents will also incur 7.5% sales tax which will be reflected as part of the final item price in the Paypal payment processing window.


We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Please note that special care is taken to protect fragile objects.

It is always our goal to make sure that our clients and their pets are happy with us and enjoy shopping here at AbbyandJoe.com. We are a small company and in order to offer our large selection, many of our items are shipped from different sources, at different times. As a result, one order often arrives in more than one shipment which results in shipping charges that can appear slightly higher than our competitors. If at any time, our shipping rates appear to be excessive, please contact us so that we may take a closer look at the order, as sometimes we are able to adjust the shipping charges based on location or the nature of the order. Thank you for helping us make this a positive experience for everyone.

We encourage you to measure your pet as accurately as possible, As the return policies vary for each manufacturer that we carry, it is best to contact us in advance with any questions regarding the items you wish to purchase. In the event that an item is eligible for exchange/return, here are the guidelines that we follow:

  1. Most items are shipped directly from the designer/manufacturer. Shipping carriers include but are not limited to UPS, FedEx, USPS and DHL according to the items ordered and the shipping destination.
  2. Return/Exchange requests must be made within 7 days of receipt of order. All returns/exchanges require a prior Return Authorization from AbbyandJoe.com.
  3. Item(s) returned within 15 days of purchase may be refunded via store credit or the original credit card.
  4. All Item(s) must have all original tags and product packaging. (Don't worry about the shipping box or discount cards.)
  5. Item(s) must be clean and contain NO pet hair. (None. Zip. Nada. No Pet Hair, Please!)
  6. Item(s) returned within 15 days of purchase may be refunded via store credit or the original credit card.
  7. If an item arrives damaged or defective you must contact us within 48 hours of receipt. If the box appears damaged upon receipt, do not sign for or accept it and it will be returned to us. We will send an exchange or credit you for the item.
  8. Please make sure to contact us within 30 days of order placement if your item has not arrived. 
  9. Custom ordered items are not eligible for return or exchange. Permanently personalized items are not eligible for return or exchange. If you have any questions regarding the return policy of a particular item, please email us at info@abbyandjoe.com or call us at 305.431.3858.
  10. Your credit card will be issued a credit after we verify the item(s) meet the above criteria. We do not refund your original shipping or return shipping charges. Please allow 7-10 business days after your return is received for your credit to appear on your account.


NOTE: Costume returns are only eligible for store credit, and are not accepted after Oct 15th. We do not accept returns on food, treats, nutritional supplements or chewed toys.

NOTE: Due to strict health regulations, carriers or beds cannot be returned/exchanged.

For your security, please return your items with an insured courier (e.g., FedEx, UPS, USPS Priority Mail) and retain your receipt. Please be advised that until there is proof that we have received your merchandise, it is your property. AbbyandJoe.com is not responsible for items damaged or lost in transit. Items returned through the U.S. Mail using only insurance without delivery confirmation can be lost in transit. Insurance by itself does not provide proof of delivery. If an insured item becomes lost, it is the customers responsibility to file a claim with the Post Office to recover their loss for their merchandise. Insurance with the post office is a transaction between the individual and the United States Postal Service, and is not affiliated with AbbyandJoe.com.

Any item returned without a Return Authorization will NOT be processed and will be returned to the customer at customer's own expense and/or additional restocking fee of 50% will be incurred.

For the quickest response to your questions please email us at info@AbbyandJoe.com. Alternatively, you may reach us  at 305.431.3858 weekdays 12pm to 7pm Eastern Standard Time. Please leave a message if you do not reach us directly and someone will return your call during normal business hours.

  

RETURNS SHOULD BE SHIPPED TO: 

 

ABBY AND JOE

8201 Coral Way

Miami, Florida 33155 USA

 



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