We're here to help! Have a question about our products or can't find what you're looking for? Email us at support@pp-onlineorders.com or call 1-213-438-0900
Our Customer Service Hours are: Monday - Friday | 10 am - 7 pm PST
Placing an Order Online: Ordering online at PussyandPooch.com is very simple and safe. Browse through our selection of products and choose the item(s) you wish to purchase. Then add the item(s) to your shopping cart and proceed shopping or continue to check out. Our site is protected by a secure environment - Secure Socket Layer (SSL) encryption - to ensure that your personal information remains safe.
Canceling or Changing an Order: After you have clicked "Place Order," the order progress begins, and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must email us at: support@pp-onlineorders.com or call us during customer service hours. We attempt to ship orders within 1-2 days, so please contact us as soon as possible before an item ships. If the order has already shipped, then you cannot change or cancel the order.
Sales tax PussyandPooch.com is required by law to charge appropriate sales tax for orders which ship to addresses within the State of California.
Payment methods For your convenience we accept American Express, MasterCard, and Visa. All transactions are processed via Secure Server using SSL encryption to scramble credit card information.
Discount Promo Codes If you have a valid discount promo code, make sure to note any/all offer exclusions carefully. Please note: Discount coupon/promo codes do not apply to purchases of sale items or gift cards.
How to use your discount coupon/promo code:
When you've finished shopping you will see your items on the "Cart" page.
At the bottom of the "Cart" page enter your coupon/promo code in the box and click "Submit".
Your total will be recalculated with the amount discounted.
Verify your code was applied before proceeding to "Checkout".
Complete Billing/Shipping details and proceed to the Payment Page.
Submit your order and enjoy your savings!
Redeeming P&P Gift Certificates To complete your online order using a P&P Gift Certificate, enter your online Gift Certificate Redemption Code when prompted at checkout. IMPORTANT NOTE: In-Store Gift Certificates cannot be redeemed online and vice-versa.
Online and In-Store Gift Certificates can be ordered in any amount between $25.00 and $100.00. Online Gift Certificates will be delivered via email and there is no shipping charge added to your order. In-Store Gift Certificates will be shipped UPS and charged according to your preferences, but are also available for In-Store Pickup at no cost.
How to Purchase a P&P Gift Certificate:
Go to our Gift Certificates page.
Select your card amount and choose the correct version: In-Store or Online*.
Complete the message information.
Click the "Add To Cart" button.
We'll send you email confirmation once you have placed your order.
*By purchasing an Online Gift Certificate, you agree to and accept the following conditions: P&P is not responsible for inaccurate email addresses entered. Please ensure that the recipient's email address is active and accurate. P&P is not responsible for lost or deleted Online Gift Certificates.
Gift Wrap Services Let us wrap your gift! We can make the gift experience even better with our special gift paper, ribbon and personalized note card. You enter the message and we'll hand write it out for you. Select your favorite themed wrap from our selection for $10 and add to your Cart.
Return Policy Your satisfaction is important to us. If for any reason you are not fully satisfied with any item of purchase you may return it to us within 30 days from the "ship date". Items returned after the 30-day ship date will not be accepted. For accepted returns, you may choose an exchange, credit to your account, or a refund. Shipping and handling is non-refundable. All returned items MUST be in new, unused and re-sellable condition. Pussy & Pooch reserves the right to refuse any return at our discretion. The following items purchased online cannot be returned or exchanged: Personalized items, pet food and perishable items*, PetaPotty™ units and accessories, seasonal items, toys, and bedding. Please allow 15 business days to process your returns. Contact us at support@pp-onlineorders.com and enter your Paper Receipt number and Date into the subject line. Please wait for an approval code prior to returning any items.
NOTE: P&P does not guarantee pet products against normal wear and tear. Some manufacturers may have a limited warranty against manufacturer defect. If you have any questions or concerns, please feel free to contact us at support@pp-onlineorders.com or call 1-213-438-0900.
*LOCAL DELIVERY clients may exchange pet food and perishable items purchased online IN-STORE ONLY. Please call Store Manager for approval 1-213-438-0900.
Exchanges Since pets come in so many shapes and sizes, we strongly recommend measuring your pet accurately before making your size selection. Our customer service representatives are always happy to assist you with your sizing questions. Standard shipping rates apply on exchanges. Contact us at support@pp-onlineorders.com and enter your Paper Receipt number and Date into the subject line. Please wait for an approval code prior to returning the items.
Sale Item Return Policy Please note that sale items are final and non-refundable. Unauthorized returns of sale items will be declined.
Custom Order Policy Please measure your pets properly and proofread any names carefully on engraved items, as custom orders cannot be cancelled, exchanged or returned. These include personalized items and special orders, as well as any item that is noted as a custom order on the product page. Please note that custom-made items ship directly from our manufacturers, so they may exceed traditional shipping times.
Returning an Oversized Item We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective, incorrect or damaged. We do not cover shipping charges on Oversized Items that are returned due to "buyer remorse."
Please send all returns to:
Pussy & Pooch Pethouse and Pawbar Attn: Returns Department 564 S. Main Street Los Angeles, CA 90013
Please securely pack your returned merchandise to protect it from damage during shipping. Be sure to retain your shipping information and receipt for tracking purposes to ensure that the package is returned to the store. Pussy & Pooch cannot be responsible for packages lost or damaged during return shipping.
Shipping Options & Delivery Time After your order is placed; it usually ships within 3 business days, based on credit card approval. If you choose UPS Ground, most of our customers in the contiguous U.S. receive their orders in just 4-7 business days, after shipping notification. Some items may be arriving in separate shipments. Orders may arrive from multiple locations as some items are shipped from our store and some may be shipped directly from our manufacturers (which may come from another service than UPS). For faster delivery, you may choose UPS 2nd Day Air or UPS Next Day Air. We do not offer Saturday or Sunday delivery
Items that are currently unavailable to ship, will ship in 14-21 business days after the order date. Contact us if you have an immediate shipping need and we will provide you with an estimated delivery time. Every attempt will be made to get purchases to you as quickly as possible! If you ordered several out of stock items, we will ship each item as soon as it becomes available for no additional shipping charge. These items will be shipped via UPS ground.
Shipping Charges Your shipping charges will appear in the box marked "shipping charges" at checkout for your convenience.
All shipments are via United Parcel Service (UPS). Delivery charges are based on the total value of your order. Our standard shipping method within the continental United States is UPS Ground. When your order is ready to ship, it generally takes 4-7 business days for delivery. We're sorry, but we are unable to deliver on weekends or major national holidays. Oversized and overweight packages may incur additional charges and service restrictions. You may also choose to upgrade for faster delivery for an additional charge (see chart below) Orders going to Hawaii & Alaska may incur additional shipping charges. Customers will be contacted within 1-3 business days for approval.
We are unable to ship to APO, FPO and PO boxes.
Local Delivery Fees: (Downtown Los Angeles ONLY) $0-19.99 = $10 Fee $20-74.99 = $5 Fee $75 + = Free Local Delivery
UPS 2 Day Air: $0-39.99 = $24 Fee $40-49.99 = $28 Fee $50-99.99 = $35 Fee $100+ = Quote based on size and location
Shipping Costs for Furniture, Bed & Oversized Items Shipping and handling for all beds, furniture and other oversized items may require additional shipping charges. After placing your order for furniture or a bed, we will contact you if there will be any additional shipping fees.
Shipping to a P.O. Box We're sorry, but you must provide us with a valid residential address (No P.O. Boxes please) in order to ship your order. For more information regarding UPS shipping requirements, please visit their web site at www.ups.com.
International Shipping Currently, we do not ship outside the US. Only domestic shipping is currently offered. In the future we will look to expand to additional countries.
Items Shipped by a Third Party Some items may be shipped directly from a product manufacturer or by a third party. You may receive separate shipments of your order if this occurs there may be additional surcharge fees for those items shipped from the supplier.
Order Status & Tracking To track your package and order status, click here to visit our Order Status page.
