Ordering, Shipping and Returns Policy

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Ordering, Payment & Billing

What payment methods do you accept?
We accept VISA, MasterCard, Discover Card, and American Express.

Is my credit card information secure?
All payment information is encrypted and collected via our secure server.

Can I fax my order?
No, we do not accept orders via fax.

Do you take phone orders?
Sorry, we do not currently take phone orders.

How will I know you have received my order?
When you complete your order, you will receive an email notification and receipt. That will serve as confirmation that we have received your order.

When will I receive my order?
You can log into your account to view your order status, which will indicate when your order will leave our warehouse. Most items are shipped via ground services (UPS and USPS). When your item is shipped, if a tracking number is available, it will be listed next to the item on your item status. You will receive an email notice with the tracking information. There is no need to email us asking if your order has shipped or when your order will ship, as you can obtain this information from your ORDER STATUS. If your item still appears unshipped after the specified period of time, please contact us to inquire about its status.

Why did I only receive 1 item of 1 piece of my order?
As shown in your order status, some items from your order may be shipped separately. Simply refer to the tracking numbers to track the progress of each piece of your order.

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Shipping Information

Please allow 7 to 10 days for delivery within the United States. All items are inspected for quality before being shipped to you. While we do our best to see that your order is handled in the most prompt method, there are circumstances beyond our control that do not always allow us to guarantee delivery by a certain date.

You can be assured that we do monitor shipping status and we will be sure to notify you if we suspect any delays in shipment.

Our normal processing time is 1-2 business days from when you place your order.

What shipping options do you offer?
For book orders, we offer a variety of shipping options from the United States Postal Service, including the budget-friendly Media Mail, fast Priority Mail, and super-fast Express Mail. For orders that contain pet products (e.g. beds and crates), we ship UPS only.

Where all do you ship?
At this time, The Poodle Tales Store only offers shipping services to addresses within the United States.

Shipping Rates: Rates will be shown during checkout that are provided directly from UPS and the U.S. Postal Service. Shipping rates and options will be based on two factors.

Customers with a PO Box:
UPS cannot ship to PO Boxes. If your delivery address is a PO Box, we will automatically ship your order via U.S. Postal Service. Please note that pet products (e.g. beds and crates) cannot be shipped via U.S. Postal Service at this time.

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Order Cancellations

Can I cancel my order?
Cancellation requests must be made within 24 hours of having placed the order, otherwise, no cancellation, there is a 20% cancellation fee on all orders. If your order has already been shipped at time of cancellation, there is a 20% cancellation fee plus 2-way shipping fees and any other return fees from the transportation companies.

Please keep in mind that in many cases, we ship more quickly than the stated item timelines.

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Returns and Exchanges

Can I return or exchange an item?
You may return an item. Please be aware of the following stipulations regarding all returns:

How do I obtain a Return Authorization and Return Instructions?

Please contact us to obtain a return authorization number and return instructions. 

The product warranty from Rover Company does not cover damage caused by your pet, product tampering, lost or stolen parts, and broken parts from improper use.

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Is assembly required on the items I ordered?
Some simple assembly is required on our products. In most cases, it should only take a few minutes. This is necessary so that our products can ship via Ground means instead of via freight. All required parts are provided, as well as instructions.

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Is there a warranty on the item(s) I have ordered?
We take great pride in the quality that is built in to each and every product we manufacture. Only the highest quality materials are incorporated into each unit.

We guarantee the structural integrity, materials, workmanship, manufacturing defects, fit and finish of our pet product line for a period of one year from date of purchase under normal use and service. Accordingly, we will replace parts at no charge during this period only.

This warranty does not cover chewing, act of nature or human error. Our products are designed and built to last many years with proper use and care. These products are designed exclusively for pets only.

To exercise product warranty you must include the following.

  1. Proof of purchase (store receipt, etc).
  2. Digital Photo of the product in question.
  3. Brief description of problem and how it accrued.
  4. Full return address along with phone number.

Contact us if there is any problem with any product you have received.

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Sales Tax

California residents will be charged an additional 8 percent for sales tax.

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Downloadable Products

If you order a product marked as a Download (e.g. Digital Coloring Books, e-Books, Video Games), you will need to wait until your order is processed before downloading your product. This process can take up to 1 business day (24 hours). After receiving your confirmation email, you may download your product by logging into your account, click on the "My Account" link, and then click on the "Downloads" link. There you will find your product available for download.

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Other Concerns

If you have any other questions or concerns about our website or your ordering experience that weren't answered here, please contact us. We'll be happy to assist you in any way we can.

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