Shipping & Returns
Our customers can automatically see the rates and delivery times when they reach the checkout section.
As all our products are custom made for you, at the moment you make your order we will start manufacturing it. The production time can take up to 14 business days.
As soon as your order is ready, it will be shipped the following business day according to the method of shipping you selected.
Orders can only be shipped and processed on regular business days as our warehouses are closed on Saturdays, Sundays and holidays. Once your order is shipped you will receive a shipment confirmation email that includes your tracking information.
Orders from overseas: Customers are solely responsible for any customs, foreign taxes, duties or other fees that may be imposed by a foreign country to take delivery of customer’s order. In order to comply with export regulations, Bessie + Barnie is required by U.S. law to declare the exact value of all items ordered.
In case you need further clarification, please email Bessie + Barnie Customer Service at email@example.com and we will be happy to assist you.
In case a shipment is marked as “Delivered” by the shipping company (FedEx or UPS) but by any reason the package(s) of the order could not be located on the provided address, we will request our customers to call the shipping company (FedEx or UPS) with the tracking number in order to open an investigation for a Lost Package directly with FedEx or UPS. Calling the shipping company directly is necessary as more information could be requested in order to open the investigation.
The shipping company will request some days to investigate. After investigating, the shipping company may be able to locate the package and provide a new estimated date of delivery.
If the shipping company, after the investigation, determines that by their mistake or fault the package was delivered to a wrong direction or lost and can’t be delivered anymore, Bessie and Barnie will use the insurance provided by the shipping company and ship a new product without any fees.
However, if the shipping company determines that the package was in fact delivered and by any reason was lost or stolen after delivery, Bessie and Barnie would not take any responsibility for lost or stolen packages as the proof of delivery after an investigation determines that the package was delivered.
Signature Upon Delivery
If a signature is necessary upon delivery, please send us an email to firstname.lastname@example.org with your order number to inform us that you would like to use this service at no extra cost. You will have to establish which day of the week you would like to have your package delivered. Please remember that if the shipping company tries to deliver and no one is available for signature, the package will be returned and new shipping fees will have to be charged from the customer.
Bessie + Barnie is different from other companies in the sense that we like to think we create dreams. You dream of a product, it is our absolute pleasure to make it! We want to ensure your complete satisfaction with all of our products that are especially manufactured and custom made for your pet.
In the unusual event that the product received is not what you ordered (different size/color) or is defective, please email Bessie + Barnie Customer Service at email@example.com until 7 days of your product delivery to obtain a Return Merchandise Authorization (RMA). We will exchange it for the correct product at our expense. Please note that the product must be unused and returned in its original packaging to be considered for an exchange and we reserve the right to determine whether an item has been used or washed.
In cases other than these, as our team manufactured the products custom made and especially for your pet, we do not accept returns or exchanges. Please note that original shipping charges are non-refundable. For items purchased through a third party retailer (website or store) please contact them directly for return instructions.
If you have additional questions, please email Bessie + Barnie Customer Service at firstname.lastname@example.org and we will be happy assist you in any other concerns regarding your order.