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We try to go out of our way every day to make sure that our clients and their pets are very happy with us and enjoy their experience shopping here at Bitch New York. We are a small company and in order to offer our large selection, many of our items are shipped from a number of different sources and items are often shipped in a number of separate packages. As a result, one order often arrives in more than one shipment which results in shipping charges that can appear slightly higher than our competitors. If at any time, our shipping rates appear to be excessive, please contact us so that we may take a closer look at the order, as sometimes we are able to adjust the shipping charges based on location or the nature of the order. Thank you for helping us make this a positive experience for everyone. We encourage you to measure your pet as accurately as possible, many of our items are custom ordered and cannot be returned. As the return policies vary for each manufacturer that we carry, it is best to contact us in advance to find out if the item you wish to purchase is eligible for exchange/return. In the event that an item is eligible for exchange/return, here are the guidelines that we follow: 1. Most items are shipped directly from the designer/manufacturer. Shipping carriers include but are not limited to UPS, FedEx, USPS and DHL according to the items ordered and the shipping destination.
2. Return/Exchange requests must be made within 7 days of receipt of order. All returns/exchanges require a prior Return Authorization from BitchNewYork.com, no exceptions will be made.
3. All returns/exchanges must be in original packaging, unused and in saleable condition. We are not responsible for any damage that is caused by your dog to any of the merchandise. We cannot honor returns or exchanges for any merchandise that has been used or is not in its original new condition.
4. If an item arrives damaged or defective you must contact us within 48 hours of receipt. If the box appears damaged upon receipt, do not sign for or accept it and it will be returned to us. We will send an exchange or credit you for the item.
5. You must contact us within 30 days of order placement if your item has not arrived. We will not be held responsible for notifications after that time.
6. For the first exchange of an item, you pay shipping/handling charges for the exchange. If a second exchange is necessary, a $12 handling fee will be applied, as well as the shipping/handling charges for the exchange.
7. Refunds will be given in the form of store credit only. In some cases there may be a restocking fee. Credits are good for one year from the date it was issued.
8. Custom ordered items are not eligible for return or exchange. Permanently personalized items are not eligible for return or exchange. If you have any questions regarding the return policy of a particular item, please email us at info@bitchnewyork.com.
9. Shipping and handling charges are not refundable.
10. NOTE: Due to strict health regulations, carriers cannot be returned/exchanged.
11. NOTE: Due to strict health regulations, beds cannot be returned/exchanged.
12. For your security, please return your items with an insured courier (e.g., FedEx, UPS, USPS Priority Mail) and retain your receipt. Please be advised that until there is proof that we have received your merchandise, it is your property. Bitch New York is not responsible for items damaged or lost in transit. Items returned through the U.S. Mail using only insurance without delivery confirmation can be lost in transit. Insurance by itself does not provide proof of delivery. If an insured item becomes lost, it is the customers responsibility to file a claim with the Post Office to recover their loss for their merchandise. Insurance with the post office is a transaction between the individual and the United States Postal Service, and is not affiliated with Bitch New York.
13. Any item returned without a Return Authorization will NOT be processed and will be returned to the customer at customer's own expense and/or additional restocking fee of 50% will be incurred. For the quickest response to your questions please email us at info@bitchnewyork.com. Alternatively, you may reach us toll free at 1-877-BNY-DOGS (1-877-269-3647) weekdays 12pm to 7pm Eastern Standard Time. Please leave a message if you do not reach us directly and someone will return your call during normal business hours. Mailing Address:
Bitch New York
2005 Merrick Rd. #227
Merrick, NY 11566
• We will not ship to P.O. boxes, APO addresses or US territories.
• We're proud to offer international shipping. Shipping costs are estimated at time of purchase. However, once these items reach our office and are repacked for shipping overseas, there may be additional charges due to weight or size of box necessary to complete the shipment. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information. These orders are final sale.
• If you need rush shipping on your order please contact us for availability and costs.
• If you order more than one item and one or more of your items are backordered, your in-stock item(s) will be shipped per our normal processing time. Your backordered item(s) will be shipped separately at no additional charge when they become available.
• Delivery times are estimated. Certain delays are inevitable and out of our control. We do not guarantee any specific time for shipment or delivery.
• Incorrect or undeliverable addresses and refused shipments resulting in an item being returned to shipper will be charged for shipping fees. Undeliverable packages which require reshipment at the customer's request, are subject to a reshipment charge equivalent to the original shipping fees. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer. Should we be unable to reach the customer for resolution, a 50% restock charge will be apply and store refund will be issued for the balance Shipping and handling is non-refundable.
• Shipping calculations are done according to each manufacturer's preferred carrier and varies by product and location. If you have any questions regarding the shipping cost for your order, please email us at info@bitchnewyork.com.
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