Customer Service
We are eager to make your shopping experience at fleurdepup.com a pleasurable one, and are always ready to assist you with any problems or issues that you may run into. Please contact us at our email address for assistance. You may also contact our customer service department 7 days a week between the hours from 9 AM to 9 PM CST. Should a representative not be available to assist you, please leave a detailed message including your name, telephone number, and specific need and we will return your call as soon as possible.
Email Us
Phone : 888-423-4785
Sizing
We make every effort to provide accurate sizing information for all of our products. Due to differences in manufacturer's sizing and product specifications, we highly recommend you measure your dog carefully and accurately to ensure a proper fit. It is not reliable to purchase any items based on your dog’s breed or weight. All of our products are sized in inches. Please see our Sizing Guide for more information or email us if you need any assistance with sizing.
Methods of Payment
We can accept orders through our web site (www.fleurdepup.com), or by telephone at 888-423-4785. The methods of payment we currently accept are Visa, MasterCard, American Express, Discover, Google Checkout, and PayPal.
Pricing Policy
All prices are subject to change without notice. We currently do not have a price-matching or price adjusting policy.
Product Availability
On rare occasion, we may process your order and then discover that the item is not available for shipping, whether it is backordered, sold out, damaged or defective. In this unfortunate situation, we will notify you via email the status of the item and do our very best to fulfill the order as soon as possible. You will also be given the option to cancel or modify the order if this occurs.
Cancelling an Order
We are sorry, but orders cannot be cancelled once you have completed the checkout process. Because we are committed to getting your order to you as soon as possible, we process all orders in real time, so once the checkout process is completed, we immediately notify our warehouse and manufacturers to prepare your order for shipment. We apologize for any inconvenience that this may cause you.
Delivery and Charges
We offer a variety of shipping options that are mostly calculated based on the product’s/package’s weight. If you wish to have your shipment expedited, contact us at 888-423-4785 or by
email. The options and ship times may be limited for certain items. Please note that some special product, order, or handling fees may still apply.
Any free shipping offers may exclude certain oversized items. Such items will include a statement on their product detail pages that state they are not eligible for the free shipping offer.
FLEURDEPUP.com uses FedEx, UPS, the US Postal Service and other delivery services for delivery of your items. Due to orders being fulfilled from different warehouses, items may be shipped by any one of these delivery services. Many of our items are shipped from several sources; therefore your items may be shipped separately from each other, even if they are on the same order. Once an item is shipped, you will receive an email confirmation and you can then track your order. Packages shipped via US Postal Service display a delivery confirmation only. Detailed tracking information is not available.
You can expect most packages to be delivered to their destination within 5 - 15 business days from the ship date. Please remember that certain larger items, like beds, or customized items may take up to eight weeks for delivery. Items not regularly stocked in our inventory are considered customized items and may take up to eight weeks for delivery. These items will be clearly noted on the website prior to purchase.
If you have been waiting over fifteen business days for your order, and have still not received it, please
email us for support.
Non-Deliverable, Refused or Unclaimed Orders
If an order is returned, refused 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 to contact you by telephone and/or email to resolve the problem. If no response is received, the customer will be charged the appropriate shipping charges and a 25% 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.
Exchange and Return Policy
We love our customers, and we want you to be satisfied with your purchase, so if
any purchase from fleurdepup.com fails to meet your expectations, you can return
your item(s) within 14 days of delivery for a full refund in the form of a store credit.
***Please note that refunds are for STORE CREDIT ONLY.***
Items should be returned unworn and unwashed, and all the original product packaging must be
included.
NOTE: BEDS, CARRIERS, BLANKETS, and POUCHES are NOT eligible for return or exchange due to strict health regulations. Items marked FINAL SALE, including ALL SALE,
PERSONALIZED, CUSTOM, FOOD, PERISHABLE, AND SPA ITEMS are also NOT eligible for return or exchange.
If you would like to exchange or return an item, you must first fill out the form on the returns page, email us,
or call us at 888-423-4785 to obtain a Return Verification Number.
After obtaining this number, please ship the original and unused item, along
with a copy of your email receipt or packing slip, to:
Fleur de Pup
Attn: Returns & Exchanges
PO Box 13028
Beaumont, TX 77726
We are not responsible for items returned to any other address. DO NOT send
any items you wish to return to Fleur de Pup without a Return Verification
Number. Such items will be sent back to you at your expense.
For your protection, we recommend you use Federal Express, UPS, the US Postal
Service or any other delivery service with tracking capabilities. The customer
is responsible for all shipping and packaging costs related to exchanging or
returning an item as well as lost or misdirected returns. WE ARE NOT RESPONSIBLE
FOR LOST OR MISDIRECTED RETURNS. We cannot accept returns COD. Items received
after 14 days will not be accepted for exchange or return and will be shipped
back to the customer.
After receiving and inspecting the returned item, we will reimburse you store credit in the form of a store gift certificate for the purchase price of the item, less any shipping, handling or
restocking fees, or send you a replacement item for exchange. Please be aware
that shipping fees are non-refundable.
To qualify for a refund, all items must be returned in their original condition,
including the original packaging, containers, documentation, warranty cards,
manuals, parts, and/or accessories. Please do not mark or deface original
manufacturer packaging in any manner. We will not accept returns if the
packaging is not in its original condition and will return such items to you.
We encourage you to measure your pet as accurately as possible. We cannot accept
exchanges or returns for any merchandise that has been used, or is not in its
original new condition. All sale, personalized, custom, food, perishable, and
spa items are final sale and cannot be exchanged or returned.
Please allow 10 to 14 days after we receive the items before receiving your
credit or exchange.
Return Exceptions
The following items cannot be returned or exchanged – sale, customized,
personalized or engraved items, food, perishable and spa products and all
holiday dog clothing and accessories, including Halloween costumes.
Cancelling an Order
We are sorry, but orders cannot be cancelled once you have completed the
checkout process. Because we are committed to getting your order to you as soon
as possible, we process all orders in real time, so once the checkout process is
completed, we immediately notify our warehouse and manufacturers to prepare your
order for shipment. We apologize for any inconvenience that this may cause you.
Restocking Fees
One complimentary exchange per item is allowed, but the customer will be
responsible for any shipping fees incurred. After the first exchange, each
additional exchange will incur a restocking and handling fee of 15% of the
item's value. If you return an item which qualified for free shipping, we will
refund you store credit for the purchase price less a restocking fee of 15% of the
item's value.
Delivery and Charges
We offer a variety of shipping options that are mostly calculated based on the
product’s/package’s weight. If you wish to have your shipment expedited,
contact us at 888-423-4785 or by
email. The options and ship times may be limited for certain items. Please
note that some special product, order, or handling fees may still apply.
