Shipping & Returns

SHIPPING EXCEPTIONS 

FROZEN ITEMS ARE NOT AVAILABLE FOR SHIPPING. CAKES AND PUPCAKES ARE NOT AVAILABLE FOR SHIPPING. NO REFUNDS WILL BE ISSUED FOR THESE ITEMS IF YOU MISTAKENLY ADD THEM TO YOUR CART WITH OTHER SHIPABLE ITEMS. That said... We will do our best to contact you if this occurs to ask if you would prefer to pick up these items in our store in Durham, NC. If you are unable to pick up these items, we can delete them from your order and refund the cost of those items plus tax. We will NOT be able to refund any shipping costs associated with those items, as shipping is based on weight and calculated at checkout. Please understand that it is very difficult to pull apart a shipping charge into it's individual weight components without quite a bit of administrative work, therefore we do not offer this service. Please be careful when ordering your items to make sure you don't order anything frozen or any of our cakes or pupcakes for shipping.

RETURNS FOR THE WRONG ITEMS DELIVERED

We're human. Sometimes we just get it wrong. There are three options here...

  1. If you like the mistaken item, keep it. If you paid less than it's marked price, consider it a gift from us. If you paid more, call us and we'll refund you the difference. 
  2. If you are returning the mistaken item AND YOU WOULD NOT LIKE TO RECEIVE THE ORIGINAL ITEM, you may return any item mistakenly received within 30 days of delivery. You will receive a full refund for the item plus tax IF THE ITEM IS NEW, UNUSED, CLEAN, AND RETAINING ALL OF IT'S PACKAGING AND TAGS. Refunds will be granted after we receive the returned item and have assessed the quality and conditions stated above. Please call us at 919-401-4888 (this is a land line, please do not text images here) or email us at oliverscollar@gmail.com (you can attach images to your email) to alert us to the issue.
  3. If you are returning the mistaken item AND YOU WOULD LIKE US TO SEND THE ORIGINAL ITEM YOU ORDERED, we will pay shipping costs for the item to get to you. Since we have no way of "turning off" the payment or shipping calculation on our website for an individual order, please do not reorder the item online as this will charge you again for the item and for shipping.  We will take your order by phone so we can make sure we get it right without charging you again for the item you already thought you purchased.

RETURNS FOR DAMAGED ITEMS

Sometimes damages happen, either in transit or from manufacturer's defective merchandise. We ask that you document the condition of your damaged order at arrival by taking a few photos. We want you to be happy with your purchase, so please call us at 919-401-4888 (this is a land line, please do not text images here) or email us at oliverscollar@gmail.com (you can attach images to your email) to alert us to the issue. If contacting us before or after normal business hours, we will respond as soon as we are able.

With good pictures, we are happy to send you a new item at our cost, with no need to return the damaged item. 

Or, if you prefer not to receive a replacement, we ask that you ship the damaged merchandise back to us within one week of receipt. PLEASE INCLUDE YOUR CONTACT INFORMATION AND A COPY OF YOUR PAID RECEIPT WITH THE RETURNED MERCHANDISE. Please send your package prepaid and insured to the following address: 

Oliver's Collar Dog Treat Bakery & Boutique

202 West NC Hwy 54

Suite 107

Durham, NC 27713

Attention: Customer Returns

We will refund the cost of the item(s) plus tax. Return shipping charges are the responsibility of the customer.

CANCELLED ORDERS

Need to cancel your order? Please contact us! 919-401-4888, or email oliverscollar@gmail.com. If the package has not left our store, we will refund your purchase plus tax plus shipping costs. No questions asked! If, however, the package has already left for delivery, we will not issue any refunds for shipping. When you receive the package, please return it to us WITH YOUR CONTACT INFORMATION AND INCLUDE A COPY OF YOUR PAID RECEIPT within 30 days for a full refund of merchandise plus tax, but the cost of shipping and return shipping will not be refunded.

REFUNDS

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (7 to 10 business days).

SHIPPING

We can ship to virtually any physical address in USA. Note that WE DO NOT SHIP CAKES, PUPCAKES OR FROZEN ITEMS.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping options you choose, shipping date estimates will appear on the shipping quotes page.

Shipping rates are based on the TOTAL weight of your order. Shipping calculations are rounded up to the nearest pound.

QUESTIONS

If you have any questions about this policy, please reach out to us. We try to be easy to work with. After all, without you, we are not here. Please let us know if there is any way we can help you with returns or refunds. We are happy to help.