SHOP POLICIES

We aim to please and make every customer’s experience with Happy Pooch a positive and satisfying one! Please go through our policies below before ordering and reach out to us via our contact form if you have any questions!

It is the customer’s responsibility to reach out for clarification  if they feel any information down below is unclear.

Every item we offer is handmade based on your choices of colours, materials, measurements and such. We, therefore, need some time to make your items before they can ship. If your order is time-sensitive please send us an email or message via IG or facebook to make sure we have everything we need in stock before placing your order. As Happy Pooch is run by only 1 person at this time processing times are longer during peak season.

TIME SENSITIVE ORDERS

If your order is time-sensitive please send us an email or message via email or social media to make sure we have everything we need in stock before placing your order. Processing times may differ in case we are out of stock on a certain material. If so we’ll let you know via the email you’ve placed your order with.

DURING PEAK SEASON

Due to high demand during peak season(August-March) processing times might be longer during these months. Please remember to reach out before placing your order if it’s time-sensitive.

PRODUCTION DELAYS

Happy Pooch can not be held responsible for unforseen delays caused, but not limited to, shipping delays from suppliers, force majeure, sickness, customer requesting changes made to an already pending order etc.

Processing times are estimations of the time needed to complete orders for a certain item(s). Processing times can be extended due to lack of information provided with the order, sickness, force majeure and high demand during peak season. Below estimations should be padded during peak season(August-March).

BANDANAS

• 1-2 weeks
  

collars & leashes

• 1-2 weeks

HARNESSES & PACKS

• 2-3 weeks

Clothes

• 1-2 weeks

Wool coats 

• 3-4 weeks

LARGE ORDERS

• 2+ weeks – Large orders(2 or more items, depending on how complicated the item is to make) may require longer processing time. Get in touch if you’d need a specific timeframe for your order.

Some differences can occur, for example, colours can differ from screen to screen. No two items sold are exactly alike, everything is handmade and made to order based on the buyers choice of fabrics, materials and colours.

We can therefore not offer refunds on such orders. If you have very specific wishes for an item, for example, a pattern of colour for rope items, please send us a DM and we’ll discuss further details.

Correctly filling out the order form and accuracy of measurements are the customers responsibility. If you have a unique dog(for example a whippet that would require a certain type of fit around the legs or lower back) you need to reach out to us before placing your order to discuss a specific type of fit that is not displayed in listing photos.

If an item does not fit correctly, please get in touch within 2 days of you receiving your order. Shipping and material costs associated with having the item altered is the responsibility of the customer. 

If a customer does not select the correct size category for their dog(for example apparel, their dog’s back measures 40 cm but customer ordered the size 0-33 cm. The sweater will be made as if the back length was 33 cm) a good fit cannot be guaranteed. Always order the size category your dog fits within and provide measurements asked for in the listing description.

Including questions or other requests when you fill out the last shipping details for your order, will delay it’s processing time. Attempts will be made to contant you via the email and/or IG tag provided. If no reply is received the order will be processed as ordered. For example, if you’ve requested an add-on in the order notes but have not paid for it, the order will be completed without it.

Changes cannot be made to an already placed or when it has already been cut. Add-ons cannot be added onto the order by not choosing the add-on available in the listing or emailing us about add-on upgrades before the order has been placed. Meaning if you request add-ons in the comment section without paying the upgrade fee for said add-on will not be addressed. All changes made to already placed orders will be a subject to a 100 SEK(excl. 25% VAT) fee per item + add-on fees.

If nothing else has been discussed per email before the order has been placed, the order will be made based on the measurements and other customization options provided by the customer. If you have specific wishes to how your dog’s new sweater, onesie or harness should be sewn, please contact us before placing your order at contact@happypooch.se. CHANGES CANNOT BE MADE AFTER THE ORDER HAS BEEN PLACED. MAKE SURE TO DISCUSS FURTHER CUSTOMIZATION WITH US DIRECTLY BEFORE PLACING YOUR ORDER. FURTHER CUSTOMIZATION THAN ADVERTISED WILL BE SUBJECT TO AN ADD-ON FEE. IF THE ADD-ON OPTION IS NOT INCLUDED IN YOUR CART WHEN YOU ORDER THE ITEM(S) WILL BE MADE AS ADVERTISED/SHOWN/DESCRIBED IN LISTINGS.

All items are handmade with care in a smoke-free environment. Dog’s are naturally allowed in some areas of our studio but are kept away from materials and workspaces.

Due to the handmade-to-order nature of each order, we do not offer cancellations. 

When it comes to clothing, different materials will behave differently when worn by a dog. Some fabrics are thicker, some thinner, some stiffer and some stretchier. Due to these different characteristics some sweaters are sewn a little differently compared to others, for example to take the extra thickness into account when sewing a sweater. So the sweater may look larger than a sweater of the same size made with a thinner material, simply because the fabric has more volume to it.

Exact measurements of items

As Happy Pooch has a specific way of making, drawing patterns and sewing dog gear our items may or may not match made-to-measure gear from other dog businesses. Items may or may not match your expectations of how items “should be” sewn based on the measurements you provide when ordering. If you wish your dog‘s harness, coat, overall etc. to be sewn in a very specific way you need to reach out to discuss before placing your order.

In the event an item does not fit, the customer will need to reach out with videos and photos asked for(within 7 days from when the item has been received) to show the dog was measured correctly. Happy Pooch is not responsible to provide refunds/replacement items if the customer provided incorrect measurements with their original order.

Giftcards are nonrefundable and valid for 2 years from the date of purchase.

Dispatching orders

At this time we currently ship orders in batches once a week to guarantee a more productive processing time as well as the time to package items for dispatch. Note that during busy periods and in sale, which day we ship orders can change.

NON-DELIVERY

In the case that your national postal service is unable to deliver your package due to an incorrect address, multiple failed delivery attempts, refusal to accept the parcel, refusal to pay duties, Happy Pooch is not responsible for the payment of re-shipping the parcel. Customers are responsible for all shipping costs in regards to returned parcels due to failed delivery.

Make sure to check your tracking every other day, via your national postal service’s website, to make sure you don’t miss your package’s arrival.

SHIPPING TIMES

Please use 17track.net to track your parcel and stay up to date on it’s whereabouts. It’s the customer’s responsibility to track and collect their parcel. 

SWEDEN 1-3+ BUSINESS DAYS

EU 1-5+ WEEKS

OUTSIDE OF THE EU 3-4+ WEEKS

DISCLAIMER – Because of the COVID-19 pandemic there are currently shipping delays world-wide. If it isn’t possible to ship your order to your country when the order is done processing, you will be informed using the email used when placing your order.

UNCOLLECTED DELIVERY

In the event the parcel is returned to us because of the customer failing to collect their package or providing an incorrect address, the customer will be responsible for shipping and handling fees to have it reshipped. 

TRACKING ORDERS

All orders, if not stated otherwise, are shipped as insured letters via Postnord. This means you have to use your national postal service’s website to track your order. Happy Pooch is not responsible for tracking parcels. It is up to each customer to keep themselves informed using the provided tracking number sent in the shipping confirmation email. 

Shipping delays

Happy Pooch is not responsible for unexpected shipping delays, resulting from such as severe weather conditions, natural disasters or other circumstances related to the national postal service. Such as clearance delays, accidents, etc.

IMPORT DUTIES(non-eu countries)

Orders to countries outside the EU may be subject to VAT, import duties and/or taxes, which are charged once your package reaches your country. Any duties that may apply are the customer‘s responsibility to pay. We are unable to advise the exact amount of Duties and Taxes your parcel will incur as these charges are imposed directly by your local Customs. If you are unsure of the charges, please contact your local Customs office.

CHANGE SHIPPING ADDRESS

Per our payment provider’s policies it’s not possible to change an address on an already pending order. If you need to have your order shipped to a new address, the order would be subject to a change fee of 150 SEK+ to cover any additional costs associated with having the order cancelled and placed anew. 

ITEMS THAT CAN BE RETURNED

• Premade, ready-to-ship items

ItemS THAT CAN NOT BE RETURNED

• Items that have been damaged or tampered with. Note that if your package arrived damaged, you need to save all packaging material including your unused item so that we can open a claim with our carrier.
• Happy Pooch items that have not been purchased directly from our shop.
• Items that have been used and cannot be returned in an unused state.
• If the colour of an item is not exactly as you’ve imagined. Get in touch if you’d like to see a specific colour in multiple types of light, we are happy to assist!
• Items on sale.
• Items purchased with a gift card.
• Custom, made-to-order items.

FORCED RETURNS

• All returns have to be authorized. If any unauthorized return is made, it is not guaranteed to be credited. Forced returns of non-returnable items will not be refunded and the customer will be responsible for costs associated with having the order shipped back.
• All types of returns from outside of the EU will be eligible for a return fee of 300 SEK + 5% of the order value.The fee covers our actual cost to have a parcel handled by Swedish customs. They have to manually file an import declaration on behalf of our business and the fee covers their handling fee, as well as non-refundable transaction costs.

• You have 14 calendar days to return your item from the date you’ve received it.
• The customer is responsible for any damage or loss of package as the order is shipped back for a return.
  
• The customer is responsible for return shipping.

Our privacy policy applies to Happy Pooch’s customers. It concerns information collected via Happy Pooch’s webshop.

Happy Pooch is responsible for the provided personal data under the Swedish Data Protection Act (1998:204) and EU Directive 95/46/EC and the applicable national data protection law. 

Personal information is only kept as long as we’re required to by law. We can, therefore, not remove your data when there’s a legal storage requirement(bookkeeping) still applicable to your data.

MY RIGHTS

You have the right to request copies of the data we have on you. If the data is incorrect or incomplete you can request to have the information corrected, but also deleted.

COOKIES

A small text file that is saved to your computer or mobile device to improve your browsing experience. We use several different types of cookies:

• Functionality cookies: Used to improve the overall performance of the site.
• Analytical cookies: Allows us to count and track how many users navigate our shop. This helps us evaluate and improve our shop over time.

You can refuse ours and any other sites cookies via your web browser settings. But please note, it may vastly affect your user experience.

Private information

Information that can identify you such as name, address, telephone number, email address and IP addresses.

Non-personal data

Data that does not identify you such as cookies.

HOW DO WE USE YOUR DATA?

• To create and fulfil orders
• To be able to contact you in the event of any problems with your order, such as shipping issues.
• To enable us to reply to inquires.
• Are sometimes shared with a third party such as a postal service to fulfil your order.

VAT/Moms: SE940922240401

contact@happypooch.se