Petote Kelle Dog Carrier in Red

Order Confirmation

As soon as you place your order, you will receive an order confirmation e-mail to the address provided at checkout. This means that we have received your order in our system and pre-authorized your credit card for the purchase.

If your item is no longer available, we will void the pre-authorization and notify you via e-mail. 

Processing Times

• All orders, except for Petote and Susan Lanci Designs, are processed in the USA and will be dispatched for shipping within 3 business days from the date you placed your order.

• Petote  products are made to order in the United States and will be dispatched for shipping within 7 business days from the date you placed your order.

• Susan Lanci Designs products are carefully hand-crafted to order in the United States and will be dispatched for shipping within 7 business days from the date you placed your order.

Estimated Shipping Transit Time

Products ship from the United States. Shipping transit times are between 2 to 5 business days with the USA.

Shipping transit times to Canada are 3 to 7 business days. There may be delays out of our control at the border which could cause your package to arrive later. We pay the duties and import taxes for products shipped to Canada.

Order Tracking

We will email you a with a tracking number once your order is dispatched.

Your order may be shipped in multiple packages. A confirmation and tracking number will be sent by e-mail for each package.

USA Shipping Region

We currently offer shipping within the 48 contiguous states and the District of Columbia. Shipping is free.

Canada Shipping

Free shipping to Canada. We pay the duties and import taxes, so you do not have to make any additional payments.

International Orders

At this time, we do not accept international orders.

Shipping to P.O. Boxes

We do not ship to P.O. Boxes.

By placing an order on poussepitou.com you are accepting our Shipping Policy.

We really hope you'll love your purchase, but if you change your mind we will be happy to offer a full refund on any unused item that was purchased at full-price provided the return conditions specified below are met:

• You obtain a written Return Authorization from us by sending an email to returns@poussepitou.com
• The returned item is received at the return facility within 30 days of the purchase date
• The item must be returned unused and in the same new condition as when it was sold
• The item must be returned in its original packaging with all stickers, tags, and inserts 
• The refund can only be made to the original method of payment
• Returned packages without a Return Authorization will not be processed 
• You will be responsible for retuning the item to us via a trackable method, paying for the return shipping costs, and creating your own return label
• All returned items are subject to quality control and final acceptance
• SALE items are final sale. Discounted items, and items purchased with Coupon Codes are final sale.

Final Sale

Sale items are final sale. Discounted items and items purchased with a promotion code are all final sale.

How to Obtain a Return Authorization

Send an email to returns@poussepitou.com. Provide the order # and reason for return. One of our team members will respond to your request within 24 business hours. A photo of the item may be required to authorize the return.

Once your request is approved, we will send you a Return Authorization email and provide you with the return address which will be a location in the United States or Canada based on which country the product was delivered to. Please don't forget, you must print the Return Authorization e-mail and include it in the return package and you will be responsible for shipping your package via a trackable method.

Refund Processing Time

Once your package is received at our return center, please allow 2 to 5 business days for your item to be reviewed and for the refund to be processed to your original form of payment. Once the refund has been processed on our end, we will notify you at the e-mail address you provided at checkout. 

Defective or Damaged Item

Products are inspected before they are shipped to customers. In the unlikely event your item arrives defective or damaged please notify us within 3 days of receiving your order at info@poussepitou.com and do not use the item. 
We will contact the manufacturer for assistance on your behalf. You may be required to email us a description and photos. If your product has to be returned, we will pay for the return shipping costs. We will do our best to try and replace a defective item if replacement materials are in stock and available. In case we cannot offer you a replacement or similar product, you will be refunded the value of the item at the time of purchase.

Order Cancellation Request and Order Errors

We ask that you please measure and weigh your pet twice before placing your order. We cannot be held responsible for any errors you make when placing your order on our website. Please double check all details before placing your order. Once an order is placed in our system, it is sent for processing and cannot be canceled.

By placing an order on poussepitou.com you are accepting our Return Policy.