Shipping policy
Shipping Times and Categories
Packages will ship USPS Ground Advantage unless the buyer has paid additional for an upgrade to USPS Priority Mail, or arranged for shipping via an alternate carrier.
- Ground Advantage has a 2-5 day delivery estimate.
- Priority Mail has a 1-3 day delivery estimate.
***Delivery estimates stated above are estimates by USPS and are NOT guaranteed delivery dates. Estimated shipping time does not include any extension for USPS holidays, which typically occur October through January***
Processing Time / Lead Time
Processing Time or Lead Time is the number of days it takes me to make your products, from the day you place your order until the day I ship it out. Please see the banner at the top of the page to see current lead time for most items and additional information in the description of each item.
Items listed as “ready to ship” are already completed and so can be shipped quickly, but if you are ordering multiple items, they will ship together once they are all completed.
If you need a product by a specific date please reach out prior to ordering and see what my current shipping and delivery times are to your region.
Where's My Package?
If your tracking says "Delivered" but it's not in your mailbox?"
USPS frequently scans packages and marks them "delivered" up to 24 hours prior to physical delivery. Please be patient and remember that this is not within my control!
Please read the USPS help for information on delivery and finding your packages: https://faq.usps.com/s/article/Where-is-my-package
Consider signing up for USPS "informed delivery" to get up to date notices!
Missing Packages
Undelivered packages are not considered "missing" or eligible for replacement/refund until 10 business days past the end of their delivery window.
I will be happy to file a missing mail request with USPS if your package has not shown up within 48 hours of being marked as “delivered” by USPS.
“Notice Left” Package
At times USPS will leave a notification of attempted delivery. Buyer is responsible for arranging re-delivery or retrieving packages from USPS in accordance with the “Notice Left” instructions.
Because USPS does not inform the seller when a notice has been left, I cannot accept any responsibility for updating the buyer on the package status.
Incorrect / Old / Unrecognized Shipping Addresses
Buyers are responsible for verifying the shipping address is correct when placing an order.
The Exceptional Dog Shop may refuse to ship to an alternate address provided after purchase. Resolving an incorrect shipping address may require the order be canceled & refunded so the buyer can re-purchase with the correct shipping address.
Packages sent to old addresses on file are not eligible for refund/replacement. Packages returned to the seller may be eligible for re-shipping when Buyer pays for additional shipping.
At times USPS does not recognize a shipping address as valid. Often this is a minor difference such as "Street" in lieu of "St". Seller may make minor address edits to comply with USPS requirements.
Incorrect Item Received
The seller is only human and does at times make mistakes when packaging orders. If you have received an item other than what you have ordered, please reach out to notify me and let me know what you did receive. I will correct my error and get you the correct product as quickly as possible.
International Shipping
I currently do not ship outside of the U.S.A. and U.S. Territories
How can I check the status of my order?
Each order will ship out with tracking information. When you receive your shipping confirmation email, you will also receive the tracking info. Just click on the link to follow your order!
Why haven't I received my order yet?
- Make sure that you received an initial order confirmation email. If you received your email, that means you successfully placed an order with me! If you didn’t, your order may not have gone through. If you were charged, but didn’t receive a confirmation email, please contact me.
- Check when you placed your order. If you placed your order more than 10 business days ago, your order should have shipped. In that case, please check to see if you received a shipping confirmation. If not, please contact me.
- If you have received a shipping notification, please check the status of your order through the link you were emailed with your shipping tracking information. Your order may still be out for delivery. If your tracking information says your order was delivered, but you still don’t have your order, please see “Where’s my Package” above.
What if my package gets damaged?
In the rare circumstance that your package has arrived damaged, please contact me with documentation, including:
- Multiple photographs of the exterior of the package, one of which must clearly show the shipping label. Also clearly photograph any notes, stamps, stickers or tape placed by USPS.
- Additional photos of the product and the damage it has sustained, including close-up images of all sides of the product.
- Product and package must be retained by the buyer in order for a damage claim to be filed with USPS.
- Damage claims must be submitted within 7 days of the package being marked as "delivered".
- The seller is not responsible for packages that have been delivered to a location where the package is not secure and has been stolen, or has been damaged by wildlife, pets, people, or inclement weather. If this has occurred to your package, please speak directly to your local post office for a resolution.
Additional Questions? Contact
Should you have any questions about our Shipping Policy, or if you would like to exercise any of the rights available to you, please email us at wendy@theexceptionaldogshop.com or contact us at EXCEPTIONAL DOG LLC, 10799 W Alameda Ave #150141, Lakewood CO 80226, United States.