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SIZING
Please make sure to check your pet’s size before placing an order. For our Loungers, we suggest you measure your pet while lying down and add approximately 10 inches to determine the ideal bed length. Our Loungers also have a weight limit which is noted on each product page.
RETURN / EXCHANGE
Bambú Lounger
Due to the nature of the Bambú Lounger we do not accept returns due to the health risks associated with pet bedding. Please carefully read the assembly instruction materials before completely assembling and inserting the bamboo plugs. Once assembled the Lounger cannot be un-assembled. Please read below for the definition of what is considered a Manufacturers Defect.
Bambú Diner
We guarantee your satisfaction of our water resistant Bambú Diner. If you are not satisfied with the quality you will have 72 hours of receipt to contact us for for a full credit. You will be responsible for the return shipping costs as well as a $10 handling fee.
MANUFACTURERS DEFECTS
If there is a manufacturer’s defect on the product you receive, we will honor returns upon approval and a Return Authorization Number. Because of the nature of our bedding, all sales are final except for defective products. Please refer to the Bambú Diner return policy above for details regarding returns of that specific product. If you purchased Pet Lounge Studios products from a retail store, and later find that it is defected, you must contact us directly to obtain a Return Authorization Number (RA#) before returning the product to the retail store where it was purchased.
Pet Lounge Studios works hard to assure the highest possible quality product. All of our products are handmade, pre-assembled (if necessary) and checked at our warehouse before shipping. If the product does not pass our strict standards it will not be shipped. Sometimes damages will incur with the shipping courier. We strongly encourage you to inspect each package before signing for the delivery. If our package arrives damaged with large dents, tears or punctures, do not sign for it, have the product returned to the shipping facility and contact our Customer Service immediately so we can send a replacement order. If after opening the package your merchandise arrives defective, you must contact us within 72 hours of receipt. It is important that you contact our customer service department to explain the exact issue with the product and obtain a Return Authorization Number (RA#) before returning the item. Once the item is returned we will issue you a full merchandise exchange or store credits.
You will not be responsible for any shipping or handling costs that may arise due to manufacturers’ defects. Pet Lounge Studios considers manufacturers defects as split wood, improper assembly alignment due to manufacturing, uneven finishes, and defects in sewing. Because of the natural materials used in our products we do not consider variations in wood color or wood grain as a defect, but as a natural characteristic of the material.
We recommend that returns be sent using FedEx, UPS, or USPS with insurance. We will not be responsible for lost packages.
Please contact us for the return shipping address.
HOW DO I USE MY CREDIT?
You may redeem your credit within one year of the issue date by entering your credit code in the “Coupon/Credit/Gift Certificate Code” field during checkout for your next order. Please note that your order amount, not including shipping or tax, must equal or exceed the amount of your credit. To redeem your credit, you also must be signed in to your account.
DO YOU SHIP TO ANOTHER COUNTRY OR OVERSEAS?
We will happily deliver to any international destination. Please contact our Customer Service for any additional international shipping fees and customs charges that may be applied. Most international orders sent directly by Pet Lounge Studios are shipped via Federal Express and will usually arrive within our standard two-week delivery time, but may take additional time for delivery. We thank you for your patience.
We are sorry but we cannot be responsible for the loss or damage of packages once they are shipped to an international destination. When ordering from outside of the US, please be sure all address information on your order is complete and correct. All exchanges for international orders will be charged an international shipping fee based on the items exchanged.
SHIPPING
Your order will be shipped within 48 hours of receipt and will take between 1 to 10 business days to arrive, including Saturdays. You will be emailed a tracking number when your package is picked up by the courier at our warehouse. Please note that we currently offer UPS Ground and a signature is required at the time of delivery. If you need rush shipping of your order please contact us for availability and costs. Incorrect or undeliverable addresses and refused shipments resulting in an item being returned to the shipper will be charged for shipping fees. Undeliverable packages, which require reshipment at the customer’s request, are subject to a reshipment charge equivalent to the original shipping fees. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer. Should we be unable to reach the customer for resolution, a 50% restock charge will be applied and store refund will be issued for the balance.
Shipping and handling is non-refundable. If the box appears damaged upon receipt, do not sign for or accept it and it will be returned to us. We will send an exchange or credit you for the item.
You must notify us within 30 days of order placement if your order has not yet arrived. We will not be held responsible for notifications after that time. Please refer to the "Store Policies" section of our website to learn about our exchange and return policies.
PRIVACY POLICY
Pet Lounge Studios believes in keeping your confidential information confidential. With this in mind, we have adopted the online privacy policy described below:
CREATING AN ACCOUNT
We encourage you to create an account when shopping at our Website, however it is not required. When you create an account it requires users to give us contact information (such as name, mailing address, daytime telephone number, e-mail address and password) having an account helps us to provide you with a quick and simple checkout experience. The customer contact information you supply on the account page will be used to contact you concerning the status of an order or to answer your questions and of course used to ship your product to the correct mailing address. In addition, unless you choose to “un-subscribe”, it will be used to send you e-mail updates about upcoming sales, contests, promotions and product information. You acknowledge and agree that you are responsible for maintaining the confidentiality of your account information and password.
Credit Card Security
What information do we collect?
- We collect information from you when you register on the site, place an order, enter a contest or sweepstakes, respond to a survey or communication such as e-mail, or participate in another site feature.
- When ordering or registering, we may ask you for your name, e-mail address, mailing address, phone number, credit card information or other information. You may, however, visit our site anonymously.
- We also collect information about gift recipients so that we can fulfill the gift purchase. The information we collect about gift recipients is not used for marketing purposes.
- Like many websites, we use "cookies" to enhance your experience and gather information about visitors and visits to our websites. Please refer to the "Do we use 'cookies'?" section below for information about cookies and how we use them.
How do we use your information?
We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
- To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.
- To allow us to better service you in responding to your customer service requests.
- To quickly process your transactions.
- To administer a contest, promotion, survey or other site feature.
- If you have opted-in to receive our e-mail newsletter, we may send you periodic e-mails. If you would no longer like to receive promotional e-mail from us, please refer to the "How can you opt-out, remove or modify information you have provided to us?" section below. If you have not opted-in to receive e-mail newsletters, you will not receive these e-mails. Visitors who register or participate in other site features such as marketing programs and 'members-only' content will be given a choice whether they would like to be on our e-mail list and receive e-mail communications from us.
How do we protect visitor information?
We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.
Do we use "cookies"?
Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.
We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator or Internet Explorer) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting customer service.
Do we disclose the information we collect to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. The term "outside parties" does not include Pet Lounge Studios, LLC. It also does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.
However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
How can you opt-out, remove or modify information you have provided to us?
To modify your e-mail subscriptions, please let us know by modifying your preferences in the "My Account" section. Please note that due to email production schedules you may receive any emails already in production.
To delete all of your online account information from our database, sign into the "My Account" section of our site and remove your shipping addresses, billing addresses & payment information. Please note that we may maintain information about an individual sales transaction in order to service that transaction and for record keeping.
Third party links
In an attempt to provide you with increased value, we may include third party links on our site. These linked sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these linked sites (including if a specific link does not work).
Changes to our policy
If we decide to change our privacy policy, we will post those changes on this page. Policy changes will apply only to information collected after the date of the change. This policy was last modified on August 1, 2008
Questions and feedback
We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue.
Online Policy Only
This online privacy policy applies only to information collected through our website and not to information collected offline.
Terms and Conditions
Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website.
Your consent
By using our site, you consent to our privacy policy.
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