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NOTICE -- July 17, 2010: Starting July 25, 2010, custom service time will be 10-12 days prior to shipping out. Expedited Services on custom orders will be limited to "4 Business Days Prioir to Shipping" between July 25, 2010 and September 10, 2010. 2- and 3-day service will not be available during this time. If you plan to place an order for an impending event, we suggest that you do so without delay. |
Custom orders are individually hand-made to your specifications after the order is received. Currently the standard service time for most custom items is 8-10 days.
If you need a custom item rushed for a special event, we offer expedited services at an additional fee. Expedited service fees apply to each item to be rushed and are not negotiable regardless of number of items ordered.
We therefore recommend ordering your items as early as possible to avoid stress and additional expense.
Order Cut-Off Time
Service time is counted from the time we receive your order. The cut-off time for next business day to be considered as "1 day" is 11AM PST or 2PM EST.
Breakdown of Expedited Services
Because some orders are are slightly time-sensitive but not urgently so, we have implemented a tiered system for expedited services:
- Standard: 8-10 days (no charge)
- Expedited: 4 business days
- Express: 3 business days
- Urgent: 2 business days
The fees vary depending on the complexity of the item and increase with the level of urgency. A few of our more complex designs cannot be expedited; however, most are eligible.
Allow for Shipping Time
The Expedited Service fee is not the same as an Express Shipping charge. Please select the Service and Shipping options necessary to meet your deadline.
We recommend choosing UPS Next Day or 2nd Day Air devliery if your order is very urgent.
Standard shipping is via USPS Priority Mail which normally takes 2-3 business days. Please note that while most Priority Mail shipments do arrive in that timeframe, USPS does not guarantee the 2-3 day delivery time.
Estimating Delivery Time
Add the Service Option Time plus Shipping Time to estimate the delivery time.
If you select . . .
- Standard Service Option (8-10 days) and Standard Shipping (2-3 business days), your order will arrive in approximately 10-14 days.
- Urgent Service Option (2 business days) and UPS 2nd Day Air, your order will arrive in 4 business days*.
*Provided that your order is received by 11AM PST.
Please do not select the Standard Service option for a custom item and then request a faster service/delivery time in your order comments.
Urgent Orders Requiring Same-day Shipping
If you have an urgent order that requires same-day shipping, please call us at (818) 571-3171 prior to placing your order to check if it will be possible. Factors that must be considered in such an event include the time we receive the order and the item to be shipped. If you are placing an urgent custom order, please have all the necessary measurements ready ahead of time to prevent delays.
Why we charge an Expedited Service Fee
As mentioned above, all custom items are individually made to your specifications after we receive your order. For dog clothing, we often must draft or re-size patterns to your pet's measurements before making the garment.
To be fair to all customers, orders are made and shipped in the order in which they are received. With rush orders, we must re-arrange our production schedule and work overtime to make and ship the items by your specified deadline without delaying the other orders in our queue.
If you have any questions or need assistance, please feel free to contact us at any time.
