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Customer Care

At Felix Chien, nothing makes us happier than a happy customer. If you are not completely satisfied with your purchase, please contact our customer service team. We guarantee a prompt response to your questions or concerns.

    • Felix Chien ships all products to the continental United States, and most products to Alaska, Hawaii, and Canada. 
    • All unused products may be refunded or exchanged within 30 days of purchase, with the exception of beds, carriers, and crate covers. Due to strict health regulations, we cannot accept Returns/Exchanges for these items.
    • Most products ship within 2-5 business days, and arrive within 3-7 business days.
    • Orders ship via Ground Delivery with Fedex, UPS, or USPS.
    • All customers receive a confirmation email immediately following purchase, and a tracking number when the order ships.
    • We guarantee friendly, responsive, and fast Customer Service!

Customers Agree!

"I will definitely shop with Felix Chien again because of your prompt and courteous customer service!" - Kelly, Tennessee

"Thanks so much for your impressive customer service!" -Annie M. Illinois

"I would like to say thank you for all your help! I am very impressed with your level of customer service!" - Danielle, California

"Ordered a doggie purse for my teacup Yorkie and love it!  Shipped out right away also!" - Karen, California 

 

Shipping

Enjoy Free Shipping in the Continental U.S. on all purchases over $99!*

Felix Chien ships all products to the continental United States, and most products to Alaska, Hawaii, and Canada. Please check each product's page for any shipping restrictions to Alaska, Hawaii, or Canada.

To calculate the shipping cost for your order, please refer to the chart below. These prices are calculated by total shipping weight. For Canadian orders, shipping costs do not include customs fees.

Please Note: For orders being shipped to freight forwarders, credit card payment will not be accepted. These orders must be paid for in full by wire transfer, check, or money order before they are shipped. Felix Chien is not responsible for damage that occurs after delivery to the freight forwarding company.

Shipping Weight of Order: Shipping to Continental US: Shipping to Canada: Shipping to Alaska & Hawaii
Up to 5lbs  $10  $43  $39
5.01 lbs - 10 lbs  $15  $48  $51
10.01 lbs - 16 lbs  $17  $58  $65
16.01 lbs - 26 lbs  $22  $67  $85
26.01 lbs - 35 lbs  $27  $80  $108
35.01 lbs - 45 lbs  $32  $92  $131
45.01 lbs - 55 lbs  $37  $105  $154
55.01 lbs - 65 lbs  $40  $115  $178
65.01 lbs - 75 lbs  $50  $130  $208
75.01 lbs - 85 lbs  $55  $145  $235
85.01 lbs - 95 lbs  $60  $155  $257
95.01 lbs - 100 lbs  $63  $163  $275
100.01 lbs - 110 lbs  $68  $170  $293
110.01 lbs - 120 lbs  $73  $181  $318
120.01 lbs - 130 lbs  $78  $193  $345

 

Completing Your Order

When checking out, we encourage you to match your billing address and shipping address; this will ensure a quicker fulfillment process. If you cannot match your billing and shipping address, you may be contacted by one of our friendly staff members to verify your purchase. Please provide an accurate email address and phone number at checkout so that we may confirm your order quickly.

Should you have any issues at checkout, please feel free to contact our customer service team via the live chat or by using our contact form. Our customer service hours are Monday-Friday 8:30AM-5:30PM Eastern Time.

Rush Shipments

All Felix Chien orders ship via ground services unless otherwise noted. If you require a rush shipment, please contact us with the order you wish to place and your desired delivery date. We will do our best to accomodate your request.

Custom Orders

Custom pieces are made to order and require an extended lead time before shipping. When ordering a custom piece, please reference the lead time mentioned on the product page in bold. Once processed, custom orders cannot be canceled or returned. Please ensure the lead time works for your needs before purchasing. If you have any questions regarding custom pieces or the policies that apply to them, please contact us.

Once You Place Your Order

Upon placing your order, you will receive a confirmation email. You will also receive a shipment tracking number when your order ships. 

Please allow 2- 5 business days for your item to ship, unless otherwise noted in the product's description. Once your order has shipped, please allow 2-7 business days for your order to arrive.

Certain items are custom made, and require more time. Thank you for your patience! Shipping information for all custom made items is noted in bold in the product's description.

Canadian Orders

Please carefully review our product pages before placing your order. Some items may not ship to Canada; all shipping exceptions are listed in bold in the product descriptions. Shipping costs do not include taxes and duties.

Returns

If you are unhappy with your order for any reason, we will gladly refund it within 30 days of purchase.**

To return a purchase, please contact us. We will confirm your request and reach out with full return instructions including the return address. Please do not return your order to the sender's address - the warehouse that shipped your order may not be the warehouse that will accept your return.

If you placed your order with an account on our website, you can request your return easily by logging in! First, click on "Completed" in your dashboard. This will bring you to your order history. From there, select the order you would like to return item(s) from by clicking the "Return Item(s)" button. Select the quantity of the item(s) you would like to return. At the bottom of this page. please complete the Return Reason, Return Action and include any necessary comments that you would like us to know! We will reply to you within 1 business day of your inquiry with return details and instructions. 

You may also be assigned a RMA (Return Merchandise Authorization) number; this will be provided in your return instructions. This number is generated by the warehouse so that they may properly identify and process your return. If you are assigned a RMA number, make sure to clearly label the exterior of your return shipment with that information.

Please note that we only issue refunds on items that are unused and undamaged, unless the item arrived damaged. Items that are returned with dirt, dog hair, slobber or any other unsanitary condition may not be eligible for a refund.

We apologize, but we do not cover the cost to return an order to Felix Chien. We recommend that you consider using a trackable shipping service to send out your return shipment. We do not guarantee that we will receive your returned item.

For orders being returned to Canadian warehouses/designers, the customer is responsible for all return costs. This includes and is not limited to: shipping label, customs, duties & taxes.

All returns/exchanges may be subject to a restocking fee. Because most of our products ship directly from the manufacturer, we are required to apply a restocking fee per manufacturer policy. Please review the product page or contact us for fees regarding specific products.

Refunds are provided with considerations to the original outbound shipping costs as well as the restocking fee, if applicable. Customers are responsible for the original outbound shipping costs even if the cost was included in the product price i.e. free shipping or subsidized shipping.

For help with properly packaging your returned items, please visit the FedEx and UPS help guides for tips. 

FedEx General Packaging Guidelines
UPS Packaging Guidelines 
USPS Mailing Guide

**NOTE: Due to strict health regulations, carriers, crate covers, and beds cannot be restocked and resold. We do not accept Returns/Exchanges for these items. All items are sold as new and unused.

Damaged Shipments

If your shipment arrives damaged, please contact us within 48 hours of delivery and do not discard the damaged item or packaging. Your prompt response better enables us to quickly secure a replacement or refund for your purchase.

Refunds for shipments claimed to be damaged will be processed after review by the manufacturer and are dependent on whether the damage is a manufacturer defect or a result of misuse. 

Cancellation Policy 

You may cancel an order with Felix Chien as long as the order has not yet shipped. Once the order status is "shipped," it cannot be canceled. Please see our return policy for information on returning items.

Refused Shipments

If an order is refused at the time of delivery, you are responsible for all shipping charges as well as applicable restocking fees. These costs will be deducted from your total refund for the order. As many items ship directly from the manufacturer, refused shipments may also be considered an unauthorized return and are subject to the policies thereof.

Refunds

If you are approved, a credit will automatically be applied to your credit card or original method of payment. Refunds are typically issued within 5 business days from confirmation at the warehouse.

Refunds are provided with considerations to the original outbound shipping costs as well as the restocking fee, if applicable. Customers are responsible for the original outbound shipping costs even if the cost was included in the product price i.e. free shipping or subsidized shipping.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

Due to our rapidly changing inventory, we recommend placing a new order online and sending the returned items back for a refund. If you would like to process an exchange or return, please contact us.

We only replace items if they are defective or damaged. If you need to exchange your defective or damaged product for the same item, please contact us.

All returns/exchanges may be subject to a restocking fee. Because most of our products ship directly from the manufacturer, we are required to apply a restocking fee per manufacturer policy. Please review the product page or contact us for fees regarding specific products.

Take a look at our Terms Of Service for more information. 



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