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FAQ

Your Privacy
Small Dog Mall® recognizes the importance of protecting your privacy. We also recognize that when you choose to provide information about yourself, you trust us to act in a responsible manner. We believe this information should only be used to help us provide our customers and account holders with better service. We will never disclose your personal information to anyone, for any reason.

Security
The checkout and account areas of smalldogmall.com are secured using Shopify's SSL technology. This technology is the most advanced security technology available today and ensures that your credit card number and personal data are never sent over the Internet unencrypted. Your credit card info is never stored at Small Dog Mall®. It is securely and directly sent to the credit card processor without ever passing through our store.

Do you ship outside the USA?
Small Dog Mall® is happy to ship orders outside of the USA. However, we do have a foreign Shipping Policy. Click here please to see Small Dog Mall's Foreign Shipping Policy .

Wholesale
Small Dog Mall® does not wholesale. We are strictly a retailer of Fabulous Things for small dogs (and kitties!). We currently do not sell any of our items wholesale.

What is my pet's size?
All of our collars, harnesses and pet apparel are sized in inches. Since pets come in all shapes and sizes, even if they are the same breed or species, it is impossible to determine your pet's size based on its breed or weight.

While Small Dog Mall® offers merchandise manufactured by many different designers, sadly the sizing for pets has not been standardized like it is for people. Sweaters, Collars or Tees & Tops sizes will vary from designer to designer. We urge you to measure your pet carefully and purchase items based on your pet's measurements rather than their weight or breed. Please refer to our Sizing Information, always in inches, available with each product we sell and choose the correct size for your pet.

We have a downloadable measuring tape. It just takes a few minutes to print, cut out and tape together. Here is the link: Measuring Tape PDF Download

How do I size my pet for a carrier?
We suggest you make your size decision based on the dimensions of the bag and the size of your dog, as the weight capacity listed for each carrier is only meant to be used as a general guideline. Airlines require that your dog be able to stand up and turn around in the carrier so keep that in mind as well.

How do I size my pet for a bed?
We suggest you measure your pet while its taking a snooze and add approximately 10 inches to determine the ideal bed length. As you might imagine, a cramped bed would be considered uncomfortable, so if in doubt, we recommend ordering the next size up based on your pet's measurements — in this case, more is more.

Any sizing questions can be directed to customer service at Robin@smalldogmall.com. Please understand that we can only offer guidance. Since it is impossible for us to determine your pet's size without actually seeing your pet, we will not guarantee our sizing recommendations.

What is your exchange/return policy?
This is our policy: we simply want you to be happy. That said, if any Small Dog Mall® website purchase fails to meet your expectations, simply return your merchandise to us in its original and unused condition along with any item tags and/or product packaging within 30 days of receipt for a full merchandise exchange or refund. Please don't forget to include in your return package your order summary — (it is in the address window on the outside of your package).

"It doesn't fit" is the number one reason for returns at smalldogmall.com. It is NEVER a good idea to guess your dog's collar or tee/sweater size — 9 times out of 10, you are wrong. We do our best to give you comprehensive sizing information for each product we sell, in an attempt to make ordering goof-proof. So please take the time to measure your pet before you purchase a size sensitive item. You will be glad you did.

Holiday Exchange Policy
Any Holiday Gift purchased between November 15 and December 24 from smalldogmall.com may be exchanged through January 31. Don't forget to include your order summary in the return package (it is in the address window on the outside of your package).

Ship Returns to:
Small Dog Mall
Attn: Returns
PO Box 5253
Santa Monica, CA 90409-5253

Please let us know the reason for the return and if it is an exchange or refund. For your protection, we suggest you send your return via US Mail with insurance and delivery confirmation for tracking purposes.

Please note: We do not issue refunds for returned merchandise that is sent back to us after 30 days. We do not honor exchanges for any merchandise that is sent back to us after 30 days. We do not accept merchandise that has been used or damaged, is not in its original condition or smells like cigarette smoke. All toys, sale items, personalized, custom, and perishable items are final sale and cannot be exchanged or returned.

That said, there are exceptions to every rule, so please let us know if you have a reason for us to waive our return policy.

Policy on Custom Orders
smalldogmall.com offers a large assortment of custom engraved ID Tags. Please proofread names, phone numbers and addresses carefully, as we submit your information as you wrote it when ordering your tag from the manufacturer. ID Tag orders cannot be cancelled, exchanged or returned. ID Tags are processed quickly on the manufacture end and shipped to you directly from the manufacturer except where otherwise noted. Delivery takes about one week.

Delivery Time
We do our best to ship all orders as quickly as possible. Orders often ship within 2 business days and our average delivery time is 5 - 7 days, depending on the shipping destination for in-stock, non-serviced items, however orders may take up to 14 business days for delivery.

Standard Method of Shipping
smalldogmall.com ships US Postal Service, first class or priority. smalldogmall.com cannot be responsible for the loss or damage of packages delivered when a recipient is not present.

What are the shipping charges within the USA?
Our shipping rates are simple, all orders under $100.00 ship for a flat rate of $8.00. Orders $100.00 and over ship for free.

Why am I being charged for shipping?
smalldogmall.com is a small company and cannot offer complimentary shipping on our orders under $100.00. Rather than raise our product prices, we have done our best to keep our shipping prices at a minimum while offering the largest selection possible, despite raised rates from the US Postal Service.

Credit Cards we accept
We accept Visa, MasterCard, American Express and Discover

Can I place an order through the mail and pay with a personal check?
We accept mail orders paid with a personal check or money order. When sending us your order, please be sure to include all product information (name of product, size, color/style) and shipping information (name, address, phone number and email address). Also be sure to add the necessary shipping charges to your total purchase. For California State residents, sales tax of 9.25% must also be added. Please understand that orders paid for with a check will take additional time, as these orders are not shipped until your check has cleared.

Please send any mail orders with payment to:
Small Dog Mall
Attn: Mail Orders
PO Box 5253
Santa Monica, CA 90409-5253


Can I cancel or change my order?
smalldogmall.com makes every effort to process and ship all orders as promptly as possible, usually with 24 hours of an order receipt. If your order has not yet entered the shipping process, you may cancel or revise your order.

For immediate action on our end, please text Robin at 310 399 7190. Then follow-up with an email cancellation request or order change to robin@smalldogmall.com. Be sure to include your name and order number in both the text and email.

Please note: Orders for custom or personalized items cannot be cancelled or changed at any time. We encourage you to measure your pet as accurately as possible and carefully proofread your order confirmation for any errors or typos. We cannot be responsible for the shipping costs for any cancelled orders.

Non-Deliverable, Refused and Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence, or customer providing incorrect shipping information, we will attempt contact via phone and/or email if provided. Please make sure that the shipping information on your order is correct and that someone will be available to receive your package or make arrangements with your postal person as to where to leave the 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.