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Home ::  Shipping & Returns Shipping & Returns Shipping policy : Most orders ship within five (5) business days from the time order is placed.   Exceptions:  Custom orders cannot be processed until your pets photo is received,  please allow 4 to 6 weeks for these orders to ship.   Lupine Products,Chalkboards and Urns ship directly from the manufacturer. Lupine orders usually ship within 2 days of receipt of order. Urns typically ship about a week after receipt of order but if you select alder wood or cherry stain it maybe up to 2 weeks before item ships. Chalkboards usually ship within 2 weeks after order is placed.  We cannot guarantee that items shipped directly from the manufacturer will be shipped by the carrier/or shipping rate you select during checkout process. If you feel you were overcharged for shipping, please email us immediately and we will refund any overage you paid compared to the actual shipping cost. Return / Refund policy:   We offer a 30 day return policy on most non-custom orders*.  Your money will be refunded upon return of merchandise in original condition only.    Sorry!  We are not able to refund shipping costs.  Please e-mail us letting us know why you wish to return product and request a "return authorization number" prior to returning item. *Items Excluded from the return policy: Apparel* , Carriers, Beds, Blankets, Perishables (Treats)...Due to health regulations, we can not accept returns on these items.  Therefore, please note details, sizes, weight restrictions, etc. before making your final decision. *Exception: We will honor the 100% Money Back Thundershirt manufacturers guarantee for the purchase price only if returned to us within 45 days from the date of purchase. Please e-mail us letting us know why you wish to return product and request a "return authorization number" prior to returning item. Please call Marsha at 410-829-1539 if you have any questions. We do not offer refunds on custom orders unless the error is on our part.