FAQ
Need Help? Email us at [email protected]
Orders
We accept major Credit/Debit cards (Visa, Mastercard, Amex), Apple Pay,Google Pay and PayPal.
Discount or promotional codes cannot be combined.
If you are having any issues with a promotion applying to your order, please reach out to us at [email protected]
We work hard to ensure every piece from our collections arrives to you in perfect condition.
However, in the unlikely case of an item being delivered as faulty, we request that we are notified within 14 days of delivery and we will be happy to offer repair, replacement, or refund options. Please email an image of the fault, along with your Proof of Purchase (ie. order number) to [email protected] for further review.
We apologise if an item you have received is not what you ordered. Please email [email protected] along with your order number.
We understand some pups may get excited with our items and chew them up. Unfortunately, this is not considered a part of regular wear and tear, and isn’t a defect on our part. Feel free to reach out to [email protected] to see what we can do for you.
You can change or cancel your order as long as it has not been shipped. Contact us as soon as possible to make any changes.
Shipping
The processing time of an order can be 1-3 business days. Once your order is picked up by a carrier, the shipping timeframe will begin and is as follows:
7-20 business days (Global Standard Shipping)
Packages might come from our warehouse in China, Hongkong or United States.
Please note: Saturday, Sunday and holidays are not considered business days.
Within USA
Standard Shipping:
Free for orders over $89
Flat rate of $8 for orders under $89
Customers are responsible for providing a safe and secure shipping address. Tiny Monster is not liable for stolen or missing parcels once delivered to the nominated address.
- Please ensure your shipping address is accurate. Once dispatched, address details cannot be altered. Resending due to incorrect addresses will incur standard postage rates.
- Once shipped, products become the responsibility of the purchaser. Tiny Monster will not provide replacements or refunds for products lost or damaged in transit.
- For further queries, contact our customer service team at hi@tinymonster.co
Delivery times are stated in business days.
All parcels require a signature upon delivery with authority to leave. If the recipient authorizes delivery without a signature, Tiny Monster cannot be held liable for any missing parcels and will not issue refunds or replacements.
Returns & Exchange
We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll gladly accept a return within 30 days from the order date, subject to the following conditions:
• Your original receipt & order number must be provided as proof of purchase.
• The item(s) must be in original condition and packaging, with tags attached. Be cautious when trying on to prevent marking the leather.
• Sale items and items sold on promotion are non-refundable. If you choose to return a promotional item, we will deduct shipping and handling fees.
• Personalized items (such as the alphabet letters for our Signature Collar) cannot be refunded or exchanged.
• If you claimed a free gift(s) with your order and return your items for a refund, the free gift(s) must also be returned.
• Tiny Monster reserves the right to reject returns beyond the return period limit or items that are not in their original condition. If this is the case, the package will be returned to the customer, and any shipping costs involved will not be covered by Tiny Monster.
Return Shipping
You will be required to pay for your shipping costs if you return your order for a refund. We will deduct a flat rate of $15.00 from your refund.
To begin the return process, you can reach our customer service team at: [email protected] who will reply to any return enquiry within 24 hours.
Upon receiving, your items will be checked to make sure they meet the conditions above, and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase.
You will receive email notification of the status of your refund once finalised. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of packages being returned. We recommend using a traceable delivery method and taking note of your tracking number.
Exchanges are only available within 30 days of purchase.
To begin the exchange process, you can reach our customer service team at: [email protected] who will reply to any exchange enquiry within 24 hours.
Products
Individual product pages have lots of useful information including photos, features, care instructions, and size guides. If you have additional questions, please contact us at [email protected]
We try to keep our classics in stock year-round. For our more seasonal items, we cannot guarantee they will be restocked. You can however visit the product page of any sold-out item, select the size and colour, and enter your email address to be notified when/if the product becomes available again.
As a general rule of thumb, we recommend sizing up if your dog is in-between sizes. Refer to our size-guide for comprehensive sizing recommendations.