ORDERING
Placing an order
Ordering online with muttropolis.com is as easy as 1,2,3. First, browse through our selection of exciting items and choose the item(s) you would like to purchase. Then add the item to your shopping cart and proceed shopping or continue to check out. That's it! It's that easy.
Canceling my order
After you have clicked "Place Order," your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must email a Customer Service representative. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled.
Using a Gift Card or Store Credit as Payment
To process your order using a Muttropolis Gift Card or store credit, enter in your Gift Card Number or store credit receipt number when prompted at checkout.
Sales tax
Muttropolis.com is required by law to charge appropriate sales tax for orders which ship to addresses within the states of California, Arizona and Colorado..
Security
Absolutely! We use Secure Socket Layer (SSL) encryption to ensure that your personal information cannot be intercepted and read by a third party. Your personal information and your credit card information are converted into bits of code that are transmitted securely. None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.
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RETURNS
Return Policy
We want you to be fully satisfied with every item that you purchase from Muttropolis. If for any reason you are not fully satisfied with any item, please return it to us within 30 days from the ship date. We will make any changes you like, including an exchange, credit to your account, or a refund. Shipping and handling is non-refundable. We cannot accept damaged or soiled items. Muttropolis Dog & Cat Boutiques reserves the right to refuse any return at our discretion. Please allow 15 business days to process your returns.
Sale Item Return Policy
Please note that sale items are final and non-refundable. Unauthorized returns of sale items will be declined and/or a 20% restocking fee may be applied.
Custom Order Policy
Please measure your pets properly and proofread any names carefully on engraved items, as custom orders cannot be cancelled, exchanged or returned. These include personalized items and special orders, as well as any item that is noted as a custom order on the product page. Please note that custom-made items ship directly from our designers, so they may exceed traditional ship times. Return Instructions Please fill out the return portion of the packing slip and be sure to indicate the action codes as applicable to each item being returned. Please send all returns to:
Muttropolis
Attn: Returns Department
444 S. Cedros Ave.
Suite 195
Solana Beach, CA 92075
If you have any questions or concerns, please feel free to contact us at returns@muttropolis.com or call 1-888-MUTTS-99. Please securely pack your returned merchandise to protect it from damage during shipping. Be sure to retain your shipping information and receipt for tracking purposes to ensure that the package is returned to the warehouse. Muttropolis cannot be responsible for packages lost or damaged during return shipping.
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Muttropolis will make every effort to process your return for a credit at www.Muttropolis.com for the dollar amount of merchandise originally purchased, within 15 business days. Any item returned after 30 business days from purchase will be subject to a 15% restocking fee.
Returning an Oversized Item
We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective, incorrect or damaged. We do not cover shipping charges on Oversized Items that are returned due to "buyer remorse."
SHIPPING
Shipping Options & Delivery Time
After your order is placed; it usually ships within 3 business days, based on credit card approval. If you choose UPS Ground, most of our customers in the contiguous U.S. receive their orders in just 4-7 business days, after shipping notification. Some items may be arriving in separate shipments. Orders may arrive from multiple locations as some items are shipped from our stores and some are shipped directly from our designers.
If you spend $150 or more, receive free UPS Ground shipping in the contiguous United States.
Need it faster?
UPS 2nd Day Air will deliver within 2 business days, after shipping notification.
Need it even faster?
UPS Next Day Air will deliver your order within 1 business day after shipping notification. The fastest way to receive your product is to place your order Monday-Thursday, and select UPS Next Day Air. We are sorry, but we do not offer Saturday or Sunday delivery.
Some items are currently unavailable to ship and will ship in 14-21 business days after the order date. Contact us if you have an immediate shipping need and we will provide you with an estimated delivery time. Every attempt will be made to get purchases to you as quickly as possible! If you ordered several out of stock items, we will ship each item as soon as it becomes available for no additional shipping charge. These items will be ground shipped.
-back to top- Shipping Charges
Your shipping charges will appear in the box marked "shipping charges" at checkout for your convenience. For complete shipping information before you check out, please review our Shipping Rate Chart.
All shipments are via United Parcel Service (UPS). Delivery charges are based on the total value of your order. Our standard shipping method within the continental United States is UPS Ground. When your order is ready to ship, it generally takes 4-7 business days for delivery. We’re sorry, but we are unable to deliver on weekends or major national holidays. Oversized and overweight packages may incur additional charges and service restrictions. You may also choose to upgrade for faster delivery for an additional charge (see chart below) Orders going to Hawaii & Alaska may incur additional shipping charges. Customers will be contacted within 1-3 business days for approval.
We are unable to ship to APO, FPO and PO boxes.
Shipping Rate
Chart |
Purchase Amount |
Standard Ground |
UPS 2 nd Day Air |
UPS Next Day Air |
From |
To |
|
|
|
$0 |
<$40 |
$8 |
$24 |
$35 |
$41 |
$75 |
$12 |
$28 |
$37 |
$76 |
$100 |
$14 |
$30 |
$39 |
$101 |
$149 |
$16 |
$32 |
$41 |
$150 |
and up |
Free! |
$36 |
$45 |
Shipping Costs for Furniture, Bed & Oversized Items
Shipping and handling for all beds, furniture and other oversized items may require additional shipping charges. After placing your order for furniture or a bed, we will contact you if there will be any additional shipping fees.
Shipping to a P.O. Box
We're sorry, but you must provide us with a valid residential address (No P.O. Boxes please) in order to ship your order. For more information regarding UPS shipping requirements, please visit their web site at www.ups.com.
Gift Wrap
Add a special touch with our gift wrapping and a gift note! Gift wrapping is available upon request at your checkout. Most large and oversized items are not eligible for gift wrapping. If an item cannot be gift wrapped, we'll let you know in the shopping cart. We will also remove the price tag for you. There is a $5.00 fee for this gift wrap service.
International Shipping
Muttropolis is partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at cs@internationalcheckout.com.
Items Shipped by a Third Party
Some items may be shipped directly from a product manufacturer or by a third party. You may receive separate shipments of your order if this occurs there may be additional surcharge fees for those items shipped from the designer.
Order Status & Tracking
To track your package and order status, click here to visit our Order Status page.
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COMPANY INFORMATION & FAQ'S
When are you opening a location near me & do you Franchise?
Muttropolis does not offer franchises. However we are growing quickly and hope to open in a town near you soon! Email us at bark@muttropolis.com and let us know if you'd like us to open up a Muttropolis near you. Be sure to provide us with your city and zip code. Thanks so 'mutts!'
Muttropolis Careers
The Muttropolis Management Team consists of talented and diverse people committed to providing unequaled innovation and creativity, making a difference in the communities where we do business, and most importantly, having fun while we're at it! Click here for more information on current opportunities.
Marketing & Media Inquiries
Would you like more information about Muttropolis, as in, who are the nutty people behind this and what are they smoking? Your answers here: janet@muttropolis.com
Do you sell wholesale to the trade?
At present, we are solely a retailer and do not sell any of our items wholesale.
Product Submissions
We're always sniffing out great new products and select only the best of the best each year. If you think you've got a shot, please e-mail photos to us at purchasing@muttropolis.com
Or you may send us your production information (please do not send products as they will not be returned) to:
New Product Submissions
Muttropolis
444 South Cedros Ave.
Suite 195
Solana Beach, CA 92075
Due to the volume of products we receive, we regret that we cannot personally respond to all product submissions unless we are interested in pursuing a relationship. We appreciate your interest and understanding.
General Questions
Have a general question not noted here? E-mail us at bark@muttropolis.com
Your feedback is welcomed!
We want Muttropolis to be the ultimate utopia for pets and their parents, so we are very "mutts" interested in your feedback and would love to hear about your experience with our stores, our website, our customer service, products, whatever! Whining, purring and "mew-sings" are welcomed. Send your inquiry to support@muttropolis.com.
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