FAQ

FAQ

Selecting Kittypod®, DOG or Lifestyle by ELIZABETHPAIGESMITH Products

Our products are designed for all ages of cats, for dogs and for lifestyle use.

Ordering on wholesale.kittypod.com

  • How do I place an order on wholesale.kittypod.com?
  • What forms of payment does wholesale.kittypod.com accept?
  • Does Kittypod ship to P.O. Boxes or Military APO/FPO addresses?
  • How much does shipping and handling cost?
  • When can I expect my order to be delivered?
  • How do I redeem my Kittypod gift card?
  • Can I cancel an order once it has been placed?

Returns and Exchanges

  • What's your return policy? How do I return something?
  • Do you pay for return shipping?
  • My item arrived damaged!
  • How do I exchange an item?
  • What if I refuse shipment?
  • What if I was shipped the wrong item(s)?

International Ordering

  • Can I order from Kittypod.com if I live outside of the U.S.?
  • How much does shipping and handling cost on international orders?

Manufacturing

  • Where is Kittypod designed and manufactured?

General Inquiries

  • General Inquiries

ORDERING ON KITTYPOD.COM

How do I place an order on wholesale.kittypod.com?

Using ORDER page:

  • 1. Go to the Order link located in the menu at the top of the site. 
  • 2. To add product to your cart, indicate the quantity for each item in the respective product box.  (You may also review the chosen  product in more detail by clicking on the title which takes you to the product specification page.)
  • 3. Scroll to bottom of page and click 'buy' to proceed to cart. 
  • 2. When you're ready to checkout, confirm your order details.
  • 3. Review your billing and shipping information, and specify the type of shipping for your order.
  • 4. Re-confirm your order.
  • 5. That's it, you're done!
Using CATALOG and product specification pages:
  • 1. Go to the Catalog link located in the menu at the top of the site.
  • 2. Click on product collection. 
  • 3. Click on product.
  • 4. To add product to your cart, indicate the quantity for each item in the respective product box.
  • 5. Click 'buy' to proceed to cart. 
  • 6. When you're ready to checkout, confirm your order details.
  • 7. Review your billing and shipping information, and specify the type of shipping for your order.
  • 4. Re-confirm your order.
  • 5. That's it, you're done!
       

What forms of payment does wholesale.kittypod.com accept?

wholesale.kittypod.com accepts Visa, MasterCard, American Express and Diners Club.

How much does shipping and handling cost?

Shipping cost is automatically calculated at checkout and will vary depending on the number of items purchased, where your order is being shipped and the type of shipping chosen. Please review the order total before confirming your purchase.  For pallet orders, do not proceed, call us direct for alternative shipping and order processing.

When can I expect my order to be delivered?

Wholesale.kittypod does not process or ship orders on Saturday or Sunday. Expedited orders will ship the following business day. Allow up to 10 business days for processing of orders placed with ground shipping. The day of pick up does not count as a day in the shipping time. You will receive a tracking number along with the shipping confirmation email at the end of the day your order ships. Please use the tracking number to get an estimated delivery date. Kittypod.com reserves the right to select the best carrier for each individual shipment. UPS Ground is our primary method for shipping small orders, however, Fedex or an alternate carrier may be utilized at our discretion.  Please contact us if you have a sizable order to process and ship with LTL Carrier this cart is only for UPS Ground delivery orders only.

Can I cancel an order once it has been placed?

In an effort to get our shipments to our customers as quickly as possible, your order cannot be canceled or modified once it has entered the system and released for shipping. Please refer to our return/exchange instructions on how to return your order.

RETURNS AND EXCHANGES:

What's your return policy? How do I return something?

We want you to be happy with your order and your experience shopping wholesale.kittypod.com.

If you are not fully satisfied with your order, you may return your order within 7 days of your receipt of merchandise for a full refund of the purchase price less shipping fees.  Please see below for exceptions:

Important: All returns require pre-authorization. Please contact us in order to receive complete instructions on returning goods. Do not ship your items back to the original shipper.  If you simply "return to sender" your order will not be recognized as a return.

Once we receive your request for return please allow 1-2 weeks for processing.  Refunds are made in the same form as the original payment or by store credit. You will be refunded the full purchase price of the item less shipping fees.

Here are the exceptions and clarifications for return of an item:

  • Corrugated cardboard products must be unopened, unused, unassembled when applicable, in original packaging and in original condition.  Never opened or used under any circumstances. 
  • All textile products must be unused, unwashed and remain free of contamination from your environment ie. perfumes, sprays and any other aerosol products or air fresheners etc.
  • Products must be returned to us in their original condition and in their original packaging complete with all tags, instructions, and inserts UNOPENED.
  • We cannot accept returns on products that have been customized or personalized for your store or customer.
  • Refusal of an order after an item has shipped will be subject to round-trip return fees and a 20% restocking fee deducted from the purchase price of the item.
  • We do not accept returns for International shipments.  Please keep in mind that a refusal of an international order after the item has shipped will be considered abandonment of your order, no refunds will be possible.

All returns are subject to our Terms of Use.

Do you pay for return shipping?

Our customers pay for shipping costs on returns. We want to provide a hassle-free return for you when a product doesn't work out.

My item arrived damaged!

Items are carefully designed and packaged to withstand the rigors of travel, but sometimes damage does occur en route. Make sure to keep all of the original packing material!  Your items will be replaced immediately once the carrier has inspected the shipment for insurance.

Please inspect your purchase immediately upon receipt. If there is any damage or if any product is defective, contact us within 7 days.

How do I exchange my Kittypod?

Please fill out the exchange portion of the order form. Return this along with merchandise to Kittypod Exchanges. You will be notified via e-mail as soon as your replacement item has been shipped.

What if I was shipped the wrong item(s)?

Please email us at customerservice@kittypod.com or call 1.310.392.8060 and we will be happy to correct our mistake.

What if I refuse shipment?

Once an order has shipped, it cannot be canceled. If you'd like to return the item, the best route is to receive the item and contact us for return instructions. If you choose to refuse an order, please keep in mind that round-trip shipping costs will be deducted from your refund.

Refusing a shipment might result in delays in receiving your refund, as items often ship directly from a manufacturer or distributor's warehouse. In order for you to receive a refund, the item must be received to our returns warehouse.

INTERNATIONAL ORDERING

Can I order from wholesale.kittypod.com if my place of business is outside of the U.S.?

wholesale.kittypod ships online orders to the U.S. and Canada. For international orders please inquire to find out if we ship to your area as some items are size prohibitive. International and Canada customers are responsible for all shipping, duty and taxes associated with the importation of all merchandise. ALL international sales are final. If you live in a country where we do not ship, please e-mail us at wholesale@kittypod.com. We will notify you when shipping becomes available in your area. Please be sure to include the country you are inquiring about in the subject line of your e-mail.

How much does shipping and handling cost on international orders?

Shipping is calculated automatically at checkout using USPS Priority International 6-10 days. Cost will vary depending on the number of items purchased, where your order is being shipped and the type of shipping chosen. Duty and tax fees will also be applied when your order reaches customs. An estimate of the duty and tax fees is provided at checkout, but please note this is only an estimate and the actual price may vary. Please review prices before placing your order.

MANUFACTURING

Where are Kittypods designed and manufactured?

Kittypod, Dog and lifestyle designs are designed by Elizabeth Paige Smith and manufactured in sunny California, USA.

GENERAL INQUIRIES

Please email us with any questions that we haven't thought to answer.

Thank you!

Kittypod

 
  • 1. Go to the Order link located in the menu at the top of the site 
  • 2. To add product to your cart, indicate the quantity for each item in the respective product box.
  • 3. Scroll to bottom of page and click 'buy' to proceed to cart. 
  • 2. When you're ready to checkout, confirm your order details.
  • 3. Enter your billing and shipping information, and specify the type of shipping for your order.
  • 4. Re-confirm your order.
  • 5. That's it, you're done!