Customer Service

Hours:
Internet
Shop on-line 24 hours a day, 7 days a week

Phone: - I no longer take phone calls. Please email your questions and conerns. Thank you.

CustomerService@Decotogs.com

We have noticed an increase in the number of orders received but not paid for. Once an order is placed, those items are pulled from inventory and are not available for other customers to purchase. This also increases the time and work involved keeping track of which orders have not yet been paid for, how old they are getting, putting items back into inventory and relisting them after the order has been cancelled. Therefor we have decided that accepting checks or money orders is no longer practical. Effective 01/01/2010, checks and money orders will no longer be accepted.


Belly Band Measuring Tips
To determine the size you need, measure loosely in front of your dog's back legs. Ensure the tape measure is slightly snug but that you can still easily slide your finger under the tape measure.

For better accuracy, be sure to use a seamstress tape measure, not the metal kind you have in your garage. The metal ones are too stiff to provide an accurate measurement.

Do you have a breed that's hard to buy for? Try this idea: Cut a strip of newspaper wide enough to protect the coverage area and at least 24 inches long (longer for larger breeds). Wrap the paper strip around your dog and mark where the end overlaps. Then you need only measure the paper strip to your mark.


Order Cancellations
Please email us as soon as possible if you need to cancel your order. If your order has already been shipped, you will need to return it for a refund of your purchase price less a 20% restocking fee. If we have already begun work on a custom order, you may be charged a 20% order cancelation fee. Once the fabric is cut to your specifications, we probably won't be able to use it for someone else and that fabric ends up being wasted, costing us money.


Returns/Exchanges
We want you to be happy with your purchase. However, due to recent abuses, we have had to modify our return & exchange policy.

We no longer accept items for exchange. Items may be returned within 14 days of the ship date for a refund of your purchase price. Shipping charges are not refunded. Please open and inspect your order as soon as you receive it. Please include identifying information with your return. A copy of the order or receipt is preferred. Don't forget to tell us why you are returning your item(s). Please be as specific as possible. If you would like to replace the item(s) you have returned, please place a new order.

Special note on custom orders - if you have placed a custom order for non-standard sizes or that required any changes or special requests, we cannot accept your return. Essentially, if we can't sell it to someone else, we can't accept the return. Examples include requests to alter the size for a specific breed or to open the back with velcro closures. Fabric choices generally do not impact your option to return an item. Please verify your measurements before you order.

If we made a mistake on your custom order, we'll fix it for no charge, but you must let us know within 14 days of receiving your order.

If in doubt whether we will accept your return, please email us with your problem before you return your item(s).

When your return is processed, we will issue a refund for the price of the product and sales tax, if applicable. We do not refund shipping charges. A $7 shipping fee will be withheld from orders shipped with free shipping. Returns sent COD or collect will not be accepted. 

And finally, if your dog has urinated on the product, it's your's to keep. No exceptions.

Guarantee
If our sewing fails within 3 months, we will replace your item for free. 

If our sewing fails within 1 year, we will repair/fix your item for free. If your item cannot be repaired, we will prorate the cost of replacement. Customer must provide proof of purchase date or provide enough detail that we can easily locate the order on our system.

Please note that our gaurantee does not cover abuse. We will inspect all returns for intentional damage, neglect, miscare, etc.