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Now In: Frequently Asked Questions
FAQ
Do you sell your items wholesale?
Yes we do. As we are the manufacturers and designers of many of our own products, we have special offers for resellers. If you are interested, click on resellers to fill out our application form.
I am a designer with some amazing products. How do I get in touch with you?
We're always interested in hearing about new products. If you are a designer or manufacturer of pet-related accessories and are interested in doing business with us, please send your information to info@coolpetboutique.com, including pictures, pricing, minimums and any other terms. You may also send it by postal mail to: 7014 Scarborough Peak DR.
West Hills, CA 91307, USA.
Please note that any information sent to us, including samples, will not be returned. We'll take a look, and contact you if interested.
Fido and I love to go shopping. Do you have an actual, brick and mortar, store?
No, we are an Internet boutique only. But shopping online can be surprisingly hassle-free, especially with our customer service email hotline, info@coolpetboutique.com
I live in England and would love to order some of your items for my pet. Do you ship outside the U.S?
You are in luck, because we are one of the very few online boutiques who ship outside of the continental United States.
For exact pricing and shipping information, please send us an e-mail with your address and preferred shipping method to: info@coolpetboutique.com
I need help sizing an item. What should I do?
Please visit our Fitting Room for more information about sizing. You can also send us email and we will reply as soon as we can.
I emailed you. Why didn't you write back?
Due to various email settings, sometimes email from people you don't normally communicate with can accidentally end up in your spam folder. Check to make sure this hasn't happened. Feel free to resend your email.
If your spam filter is set high, remember to add info@coolpetboutique.com to your allowed recipient list in your address book.
What is your return and exchange policy?
We want you (and your pet) to be satisfied with your purchase. We are confident that you will love everything from Cool Pet Boutique, but If any of our items fail to meet your expectations, send it back to us within 30 days of receiving it for an exchange or refund. This does not include items that are personalized, engraved, fragrant or aromatic. Items post-marked more than 30 days after the day you received your shipment will not be accepted for exchange or return and will be shipped back to you. For more information, please click here
What are your shipping charges and how long does it take for delivery?
We charge a $5.00 flat rate for all regular orders (5-21 business days) and $15.00 for express shipments (2-5 business days). Deliveries outside of the continental United States will be subject to an additional charge depending on the destination.
What if my package cannot be delivered?
If your package is returned or refused for some reason, we will attempt to contact you via email or telephone. If we are not able to get in touch with you, your card will be charged for shipping and a 20% restocking fee. To avoid this problem, please make sure you entered the correct shipping address when you ordered from us. Also remember you may need to make sure there's someone available to accept your package when it arrives.
Where do I send my item for exchange or return?
The address for returns and exchanges is as follows:
7014 Scarborough Peak DR.
West Hills, CA 91307, USA.
Returns sent to any other address will not be honored.
When returning or exchanging an item, please include a copy of your email receipt or the packing slip from the original order. This way we know which order to reference when crediting your account or exchanging your item. Please note that there is a handling fee of $5 per item, and you are responsible for any return shipping charges. If you are exchanging your product for an identical new product, the first shipment back to you is free of charge. Shipping fees are non-refundable.
Dino wore his new dog collar a couple of days and then I decided it's just not the right style for him. Can I return or exchange it?
No, sorry. We only accept items for return or exchange if they are in original and unused condition. Items that appear used or incomplete in any way will not be accepted, and will be shipped back to you.
What is your policy on custom orders?
We do not allow returns or exchanges on custom or engraved orders. To ensure that you are satisfied with your selection, be sure to measure your dog and refer to the size chart provided in the product description. When ordering an engraved item, double-check your spelling. Typos happen to everyone, and you don't want “Jake” to suddenly become “Joke.”
I have a gift certificate. How do I use it?
We issue store credit in the form of a gift certificate. This allows you to shop on our site and enter in your gift certificate information to pay for your items.
What are your store hours?
As we are an online boutique, we are open 24/7 and you can always place an order through our website.
Can the charm be engraved and also be used as an I.D. tag?
Yes, as the charms are made of zinc, they can be engraved on the back. Please refer to the size dimensions in the product description, in order to ensure that the charm can accommodate your selected text.
How do I measure my pet for a gemstone pet necklace?
We recommend adding 1 to 1 1/2" to your pet's neck size.
What are your collar charms made out of?
Our copyrighted designs are completely lead-free and non-toxic. Our exclusive collar charms are made of the best quality materials: comprised of 90% zinc, in addition to copper, magnesium and aluminum, and plated with either pure silver (999) brushed matte finish or 24 karat gold.
How do I take care of and clean the silver-coated charm?
Silver has the tendency to oxygenate, therefore our charms are given an additional protective layer of varnish. To avoid damage, refrain from using any chemicals or sprays near the charm.
Oops! I accidentally sprayed perfume on my silver-coated charm. What can I do?
Don't panic. If the varnish layer has been damaged, it is best to simply remove it with thinner. However, after doing so, your charm will require cleaning when it becomes tarnished.
The above information refers to the human silver–coated jewelry too.
Can a lead be attached to the gemstone necklace?
Sorry, but our gemstone necklaces are made purely for adornment, and are not designed for leads.
My sensitive Labrador cannot tolerate regular flea-and-tick products.
Can you offer a gentler alternative that will not irritate her skin?
Yes we can help. Our “Bug Off!” aromatic bandana is a gentler alternative to standard flea-and-tick products. Our aromatic bandanas have repellent properties that do not contain the potent, toxic chemicals of standard flea-and-tick products.
My dog Rex is very anxious in the car. What products do you sell which might calm him down?
We recommend that you try using the healing gemstone necklace made of amethyst and/or the "Calm down!" aromatic bandana containing lavender.
My terrier starts tearing things up every time I leave the house. What natural remedies do you have for this problem?
Sounds like your poor pooch has separation anxiety. Maybe you should try our "Don't doggi'n me!" aromatic bandana containing Ylang-Ylang.
My curious cat loves to roam the streets and I worry about him.What can I do?
To shield your kitty from harm, you can try attaching either a Feng-Shui or Celtic symbol charm on his collar for protection.
The odor-repellent aromatic bandana is no longer effective.
You can order bandana with extra impermeable celofan-covered replacement packs. When the fragrance is gone, simply tear off the celofan and insert a new pack.
Generally these replacement packs last between two and three months.
How do I care for the aromatic bandana?
As it very important to avoid getting the bandana wet, do not wash it by hand or machine. Remove it when you bathe your pet, when it rains or at the beach. In order to clean the aromatic bandana, please take out the aromatic filling from the replacement pack and wash with cold water by hand or washing machine, do not use dryer, low iron only.
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