What is your return and exchange policy?
We want you and your pet to be satisfied with your purchase. Any worn or used items may not be returned. Regular priced unused and unworn merchandise may be returned for exchange or store credit for any reason within 7 days. For example, if you receive your order on a Monday you need to have your return or exchange postmarked by the following Monday.
Any items purchased using a promo or coupon code are final sale, no exceptions.
All Clearance/Sale Items Are Final Sale, no exceptions.
To return or exchange an item simply contact us at info@rockstar-puppy.com to request an RA# (return authorization number) The RA# that we provide to you must be clearly displayed on the outside of the package. Any item returned without an RA# will NOT be processed and will be returned to the customer at customer's own expense and/or a 50% re-stocking fee.
*NOTE: If we issue an RA#, you still need to make sure that your Return/Exchange is postmarked within 7 days.
This will help us process your return accurately and quickly. Please note that shipping fees are non-refundable. Returns and exchanges will be issued a store credit for the full price minus shipping. For shipping, a minimum of $5 up to actual shipping (if the actual shipping was more than $5) will be deducted from your credit for clothes and accessories. For furniture and larger items we will deduct actual shipping. ALL returns and exchanges are eligible for Store Credit ONLY, No Exceptions.
If you are exchanging an item, you will be responsible for shipping fees associated with the exchange both ways (this means that you will be responsible to pay shipping to return the item to us, and you will be responsible to pay shipping to have the new item shipped to you).
We are not set up to do exchanges, so all Returns (even if you are exchanging for another size) will be issued a store credit code and you will have to place a new order for the item that you are exchanging for.
We are not responsible for any returns or exchanges that are damaged or lost in transit on the way back to us. We recommend that you insure your returns and ship your items using a method that provides you with a tracking number.
*Costumes and Holiday Items: Due to high demand and limited availability, all costumes and holiday items are Final Sale!
*Sports Apparel and Accessories - All Sports Apparel and accessories such as NFL, NBA etc. is Final Sale
*Artificial Turf Potty is Final Sale
*Collars and Leashes are final sale
*All Made to Order items are Final Sale
Items that appear used or have incomplete packaging will be rejected and shipped back to you.
Refused Shipments and Packages
There will be a 50% restock fee and you will be responsible for all shipping charges on any refused shipments. Please note we are not responsible or liable for the return, tracking, receipt or condition of refused shipments.
Damaged Shipments and Packages
Contact us immediately if any part of your order is damaged upon arrival. For damaged items, we will need the following from you: Pictures of all damaged areas of the item(s) and ALL packaging materials. If you fail to produce pictures and/or save all packaging materials we WILL NOT be responsible for ANY damaged items. If possible, please notate any damage on freight bill receipt.
What is your policy on custom orders?
For custom orders, unfortunately we are not able to accept returns. When ordering custom items be sure to be accurate with sizing and check spelling for engraved items.
What is your holiday return policy?
Gift Items purchased from December 1 through December 24 can be returned for store credit or exchanged by December 31st. All other conditions of our standard return policy apply.
Can I cancel my order?
Once you check-out, the order processing begins instantly and cannot be stopped. However, we do allow returns and exchanges within 7 days of receiving your order. Just follow the instructions above to obtain an RA# and send any unused items, with all tags attached and original packing and we'll provide a store credit for your total, minus any shipping.
FREE shipping within the Continental US on most orders OVER $50!Most US Orders under $50 ship at a Flat Rate of $4.99What shipping options do you offer?
Unless otherwise stated on the product description page, Orders within the US under $50 ship at a flat rate of $4.99, and orders within the US that are $50+ ship free. Orders to Canada and Mexico ship at a flat rate of $12 unless otherwise specified in the product description. All other International orders ship at a flat rate of $35 - Shipping Rates Sometimes BUT NOT ALWAYS apply to Furniture and Over-Sized Items. If you order furniture or another Over-Sized item, we may contact you about additional shipping charges.
For faster delivery, you have the option to upgrade your shipping method to USPS Priority or comparable method for $9.99 or USPS Overnight Express or comparable method for $30. Although Overnight Express usually arrives the next day, in some cases Express Mail will arrive in 2 days. We cannot guarantee that your order will arrive the next day.
*Not all items are available for overnight or expedited shipping. If there is a shipping problem, we will contact you.
International Orders ~ *Please Allow Additional Shipping Time for ALL International Orders. The processing time for International orders is 7 days so please factor in the processing time. For example, if your shipping method states 2-4 business days then you should expect your order in about 11 days. If your order is time sensitive, we can take a look at getting your order processed within 1-2 days on a case by case basis. If you need your order by a certain date, it is always best to specify the date in the comments section at checkout or call us directly to make sure your order arrives on time.
Orders within the US usually ship within 2-4 business days, but we do not guarantee that they will ship within 2-4 business days. Please factor in the "order processing time" when selecting your shipping method at checkout! For example, if you select 2-3 day shipping, you also need to factor in the 2-4 day processing time before the order ships. If you need your order by a certain date, it is always best to specify the date in the comments section at checkout or call us directly to make sure your order arrives on time.
We have many products that ship from different warehouses which can result in your order arriving in more than one package. We cannot guarantee the availability of an item, but we will contact you right away if the item/items in your order are not available. If your order is time sensitive, we recommend that you contact us so that we can check availability and estimated ship times.
What about undeliverable packages?
There will be a 50% restocking fee and you will be responsible for all shipping charges on any refused and/or undeliverable shipments. Please note we are not responsible or liable for the return, tracking, receipt or condition of refused shipments. To avoid this kind of hassle, be sure you enter your correct shipping address.
*Shipping times are estimated, we have no control over the carrier and cannot guarantee that your package will arrive within the estimated time frame.
If you would like to return or exchange an item, please refer to the instructions on the Returns/Exchanges page under the Customer Service Tab.
Also, please click on the link below to view our FAQ's.
ROCKSTAR PUPPY FAQ'sNeed Help?
Call Us 1-877-PUPPY07 or 1-877-787-7907
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By Phone:
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1-877-PUPPY07
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By Email:
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info@rockstar-puppy.com
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By Mail:
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Rockstar Puppy, LLC
140 Miller Rd
Clarks Summit, PA 18411
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