Shipping Policy

Shipment processing time

All orders are processed within 2–3 business days of receipt. Orders are not processed or shipped from Friday, 12 pm EST through Sunday, or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. If your shipment experiences a significant delay, we will contact you via email or phone.

Shipping Costs

Shipping charges for your order will be calculated and displayed at checkout and are the responsibility of the purchaser.

Shipment Confirmation and Order Tracking

You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.

Customs, Duties, and Taxes

Song Dog Studios is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).

Damages

Song Dog Studios is not liable for any products damaged or lost during shipping. If you received your order damaged, please file a claim with the shipment carrier. Save all packaging materials and damaged goods before filing a claim.

Shipping methods

Unless otherwise requested or notified the preferred shipping carrier is USPS.

Delivery speed

We cannot control the speed of our shipping carriers and you will not be reimbursed for items that arrive late. Items damaged or lost in shipping will be replaced (not refunded).

The customer will get tracking information when the order is shipped. That way, customers can monitor its progress.
Sometimes, delivery isn’t completed because the shipping address is incorrect. Unfortunately, if that’s the case, Song Dog Studios can’t be held responsible.

Delays or Service Interruptions

Delays and service interruptions may occur without warning. We will notify you to the best of our ability when these things happen.

Incorrect Shipping Addresses and Refused Delivery

We make every attempt to validate the shipping address provided at checkout to ensure it’s recognized as a valid address by the USPS. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.

Song Dog Studios will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.

Missing or Stolen Shipments

If you didn't receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible. Alert us at songdogdesign@gmail.com

We will file a claim with the shipping carrier. Local law enforcement will be involved. We will replace or refund your order when the investigation is complete. Allow up to 21 days for the investigation.

Returns and Exchanges

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

NO APOTHECARY ITEMS are eligible for return. ALL sales of Apothecary items are final.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at songdogdesign@gmail.com.

Cancellations

If you wish to cancel your order you will need to do so before the item ships. If the order is unable to be canceled you may return your item, at your expense for a refund based on the qualifications above.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Holiday and Special Event Deadlines
We will do our best to have our holiday and special event deadlines listed. Due to the busy nature of the holiday season, we can not guarantee on time arrivals.