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La Maison de Puppy – ON-LINE SHOPPING / RETAIL SALES Terms & Conditions
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: [email protected]
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. We are closed for the following holidays and some holidays’ weekend . 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 New Year's weekend
Martin Luther King Jr. Holiday
February Presidents' Day
April Easter weekend
May Memorial Day’s weekend
July Independence Day’s weekend
September Labor Day’s weekend
October Columbus Day’s weekend
November Veterans Day
Thanksgiving weekend
December Christmas weekend
New Year's Eve
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 some of the styles have different sizes due to their designs, please follow its individual size. Especially knitted items vary a lot due to the nature of yarns and stitches. All our dog clothes are manufactured in inches. Please see our Find Your Size and Sizing Chart for more information or contact us at [email protected] if you need assistance with sizing.
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
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.
We can accept orders through our web site, www.maisondepuppy.com. We accept major credit cards such as Visa, MasterCard, American Express, and Discover via PayPal.
Please note that your credit card will not be charged until the items in your order have been shipped. 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. In order to secure your order we will proceed with a payment with your permission even though the order has not yet shipped.
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 or manufacturers to prepare your order for shipment. We apologize for any inconvenience that this may cause you.
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 [email protected] for a 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 “La Maison de Puppy N” label are NOT RETURNED / EXCHANGED.
E-gift cards are NOT RETURNED / EXCHANGED.
Any sales items are NOT RETURNED / EXCHANGED.
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
For Exchange, please include the following information;
1. style # you’d like to have
2. size and color you’d like to have
3. shipping method: regular or express (if no information, we send a package by USPS regular mail)
4. 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.
**For exchanges, please do not place a new order through our web site. If you place a new order, your returned item will be treated as a return and may be subject to a restocking fee. If you send the item back to us with a note which item you would like in exchange, you will not be charged a restocking fee
Once your package has been received at La Maison de Puppy, your refund will be processed in the original form of payment within 10 ~ 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.
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.
The following items cannot be returned or exchanged:
“La Maison de Puppy N” label: the all products have a special nature, “ONE OF A KIND” or “CUSTOM MADE, so we are not able to accept any return or exchange due to the product’s specific nature.
Sale / Special: 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.
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 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 [email protected] for assistance.
International Shipping
- 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.
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.
La Maison de Puppy E-Gift Cards are distributed by La Maison de Puppy. By visiting maisondepuppy.com, you agree that the laws of the State of New York, without regard to principles of conflict of laws, will govern these E-Gift Card terms and conditions ("Ts & Cs"). La Maison de Puppy reserves the right to change these Ts & Cs from time to time in its discretion. La Maison de Puppy E-Gift Cards are issued by La Maison de Puppy. Please refer to www.maisondepuppy.com for additional Terms and Conditions.
La Maison de Puppy E-Gift Cards are redeemable for merchandise online at www.maisondepuppy.com. La Maison de Puppy E-Gift Cards are available for purchase here. No fees of any kind will be imposed on purchasers or recipients of E-Gift Cards.
To check your E-Gift Card balance, please email us at [email protected]. Please write, “check my balance” at the subject and advise your E-Gift Card number.
If you suspect that someone has copied or stolen your E-Gift Card, contact La Maison de Puppy customer service immediately. E-Gift Cards will not be replaced if lost or stolen without the purchaser's confirmation email as proof of purchase. E-Gift Cards have cash value and should be safeguarded accordingly.
You may not use an E-Gift Card to purchase other E-Gift Cards. E-Gift Cards cannot be reloaded, resold, transferred for value, or redeemed for cash, except to the extent required by law. Void if reloaded, resold, transferred for value, or redeemed for cash. Unused E-Gift Cards may not be transferred.
Ownership and risk of loss of E-Gift Cards passes to the purchaser as soon as we send our confirmation to the recipient. We are not responsible for lost or stolen E-Gift Cards.
Inquiries about La Maison de Puppy E-Gift Card
if you need assistance with any aspect of your purchase, ownership, or use of your E-Gift Card, please contact our customer service at [email protected]. Please refer to your order number, E-Gift Card unique number, or be ready to supply your email address.
La Maison de Puppy E-Gift Cards may be paid for with a valid major credit card that should be accepted by PayPal.
Delivery Information – Failed Delivery
La Maison de Puppy is not responsible for E-Gift Cards that are undeliverable or not received due to your failure to enter an accurate email address for the recipient. Please check to make sure the email address of the recipient is correct and contact our customer service at [email protected]. if you suspect the recipient did not receive his/her E-Gift Card. Should an email be returned to us due to inaccurate delivery information for the recipient, we will attempt to contact you for a valid email address. If you have confirmed the recipient's email address but the E-Gift Card has not been viewed within a reasonable period after the requested delivery date, following is a list of the most common reasons why delivery may have failed:
1. Spam filter blocked email or routed it to a bulk/spam folder
2. Recipient's firewall blocked the email
3. Email inbox is over size limit
4. Invalid email address
If you are a designer, manufacturer or wholesaler and interested in doing business with La Maison de Puppy, please fill out Wholesale Account Application Form. Once we receive your information, we will review it and will contact you should we require any additional information. For any inquiries regarding wholesale, please contact us at [email protected]
up-dated: October 1st, 2013
La Maison de Puppy
