We want every Fancy Pug purchase to arrive safely and match the expectations created by our photographs and description. Because most of our merchandise is vintage, pre-owned, fragile, or one of a kind, each order is inspected and carefully packed before shipment.

Order Processing

Orders generally ship within three to five business days after payment is received. We are a small, husband-and-wife-operated business, and many items require individualized packing to ensure they travel safely.

You will receive tracking information once your order has been prepared for shipment. Delivery estimates shown during checkout begin after the carrier receives the package and are not guaranteed arrival dates.

If you need an order by a particular date, please contact us before purchasing. We will gladly tell you whether we believe the requested delivery timeline is realistic.

Shipping

Shipping charges, available services, and estimated delivery times are calculated during checkout based on the destination and the items ordered.

We carefully pack fragile and collectible items using materials appropriate for the item’s size, weight, age, and construction. Whenever practical, we combine items purchased in the same order to reduce packaging and shipping expense. Some especially large, heavy, or fragile pieces may need to ship separately.

Orders are shipped to the address entered during checkout. Please review your shipping address carefully before completing your purchase. Contact us promptly if you discover an error. Once an order has shipped, we may be unable to redirect it.

Insurance and Shipping Damage

Shipments are insured when appropriate through the carrier or a third-party shipping-insurance provider.

If an item arrives damaged:

1.      Contact us within 48 hours of delivery.

2.      Keep the item, box, label, and all packing materials.

3.      Send clear photographs of the damaged item, the exterior of the box, the shipping label, the interior packaging, and any visible damage to the package.

4.      Do not discard or repair the item unless we tell you it is no longer needed for the claim.

We will work with you to resolve the matter and submit any necessary carrier or insurance claim. Discarding the item or packaging before the claim is documented may prevent us from obtaining reimbursement.

Returns

We accept eligible returns when you contact us within 14 days after the order is delivered.

To request a return, please use our Contact page and include your order number and the reason for the return. Items must be shipped back promptly after return authorization and must be returned in the same condition in which they were received.

Unless the item arrived damaged or was materially different from the listing, the buyer is responsible for return-shipping costs. We strongly recommend using a trackable, adequately insured service. The buyer is responsible for the item until it is safely delivered back to us.

Returns sent without prior authorization may be refused.

Refunds

After an authorized return is received and inspected, we will notify you whether the return has been accepted. Approved refunds will be issued to the original payment method.

Original shipping charges and return-shipping costs are not refundable unless the item arrived damaged or was materially different from its listing. If an item is returned in altered, damaged, incomplete, or materially different condition, the refund may be reduced or declined as permitted by applicable law.

Banks and card issuers may require additional time to post a refund after we issue it.

Items That Cannot Be Returned

The following are generally not eligible for return unless they arrive damaged or materially different from the listing:

·         Gift cards

·         Items altered, repaired, cleaned, worn, or damaged after delivery

·         Items returned without all original components

·         Items identified as final sale, if applicable

·         Items returned after the approved return period

Nothing in this policy limits any rights available to you under applicable law.

Cancellations

If you need to cancel an order, contact us as soon as possible. We will make a reasonable effort to accommodate cancellation requests, but an order cannot be canceled after it has shipped.

International Orders

When international shipping is offered, the buyer is responsible for customs duties, import taxes, brokerage charges, and other destination-country fees. Customs processing may delay delivery. We cannot mark purchases as gifts or declare a value different from the actual transaction value.

Questions?

Vintage pieces sometimes benefit from an extra photograph, measurement, or conversation before purchase. If you have any questions about an item, shipping, or our return policy, please contact us before ordering. We are always happy to help.