FAQ
- An item arrived damaged / is missing / I’ve received the wrong item/size
A: If an item has arrived damaged and you purchased shipping protection during checkout. You can file a claim to us Email
If an item is missing from your order or your received the wrong item/size, please reach out to us at [email protected] and we will rectify the situation ASAP!
- Tracking shows DELIVERED but I have not received my package
A: Please note, in some cases, USPS will update tracking before a package is actually delivered and it will show up in the next business day or two. We recommend waiting and then checking with neighbors or your doorman before assuming it is has been lost or stolen.
If you paid for premium shipping (USPS priority mail or UPS), please file a claim directly with the carrier.
If you selected economy shipping without adding package protection, we cannot be held responsible for lost or stolen packages.
- How do I cancel or modify an order that was just placed?
A: If you act fast, our Customer Care Team can help you modify or cancel your order if it has not yet been processed. Unfortunately, if an order has already been processed, we can’t make any changes. But, we’ll let you know what other steps you can take. Contact us at [email protected] or call us at +1 323-767-9052
- What is your return policy?
A: We accept returns of unused, unworn merchandise with tags still in tact within 30 days of purchase. Final sale items (items discounted 40%+ or noted on the product page) are not eligible for return. Oversized items such as beds, carriers, etc. are not eligible for return unless they are damaged upon receipt.
If you purchased the $1.98 Re:Do for free unlimited returns for store credit or exchanges, there is no cost to return. Simply go to the portal noted above, choose whether you would like a store credit or exchange and a pre-paid label will be issued to you.
Please note: if you did not purchase Re:Do, you can still return or exchange eligible products using the return portal and receive a discounted pre-paid label but you will be responsible for the cost.
To view our full return policy page.
- I’ve barely used my product and it’s broken down
A: While we do carry high quality products, on the rare occasion a product we stock is flawed and breaks down after very light use (and within a month of receiving), please contact us at [email protected] immediately with photos.
- Sizing your pet
A: Measure your pet’s neck, chest, and length according to our how to measure your pet guide and compare them to the size chart found on the product page to find the best fit. Please note, sizing is not standard across the brands we carry – a medium in one brand may be an XL in another! When in doubt, do not hesitate to reach out to us at [email protected] – we respond quickly and would love to help!
- Do you offer price adjustments?
A: We do not offer price adjustments or retroactively apply discount codes to orders. If a coupon code is not working, please reach out to us before placing your order at [email protected]. Once an order is processed we cannot make changes.
- My coupon code is not working / Forgot to include coupon code
A: Please reach out to us at [email protected] BEFORE placing the order so we can look into the issue further. We do not retroactively apply coupon codes after an order is placed.
- How long does it take to receive my item?
A: Free shipping within the United States. It generally takes about 3 working days for order processing and preparation, and the shipping time is usually within 5-20 days.
- What types of products does Southern Luxury Pets offer?
A: Southern Luxury Pets offers a range of high-end pet products including dog shirts, onesies, sweaters, outerwear, leashes, harnesses, collars, toys, accessories, designer food bowls, and more! Our products are designed to be fun, fashionable, and functional.
- What materials are Southern Luxury Pets products made from?
A: Our products are made from premium materials such as high-quality fabrics for apparel and durable materials for walking gear, toys, and food mats. We prioritize comfort, durability, and style in all our products.
- What payment methods does Southern Luxury Pets accept?
A: We currently only accept PayPal
- How can I contact Southern Luxury Pets Customer Service?
A: You can contact us through the Contact Us page on our website, via the chat widget, or via email at [email protected]. We’re ready to assist you with any inquiries.