**Policies**
Customer Service
At StixandBonz.com, we are serious about customer service and if you find you have questions
concerning our products, sizing or your order, please contact us at StixandBonz@gmail.com and we
will do our best to answer and solve any concerns you may have. If your inquiry concerns an order,
please include your order number and email address so we may help you more quickly.
How can I ensure my dog’s proper size?
You dog’s size cannot be determined based upon it’s weight or breed. Because dogs vary in size
and shape, all of our collars, harnesses and clothing are sized in inches. As some manufacturer’s
sizing will vary slight, please measure your dog accurately to ensure the appropriate fit,
and consult our sizing chart to order the proper size.
If you have any questions concerning fit, email us at topdog.kyoto@stixandbonz.com
What if a product is not available?
Occasionally, we will find that a certain ordered item is unavailable due to being back-ordered,
sold out or defective/damaged. When such cases arise, we will notify you as soon as possible
via email, and you will have the option of canceling the order. The availability of our product
line is subject to change without notice, and we do our best to keep the line up-to-date
and correct errors as soon as they are discovered.
What is your standard method of shipping?
StixandBonz.com uses both USPS and Federal Express Home Signature Service* for domestic delivery,
depending on weight and most effective cost. We require that customers provide shipping addresses
that can be accepted from FedEx. This is to ensure the arrival of your items in good condition.
StixandBonz.com cannot be responsible for the loss or damage of packages delivered without
a signature. *Shipments to Alaska and Hawaii will be sent USPS Priority Mail with Delivery Confirmation.
How long will my delivery take?
Most in-stock items will be processed on average in 48 hours and arrive in 5-8 days. Customized, over-sized
and drop shipped items may take longer. All items ordered may not arrive in the same box and may vary in
time. Because our products come from different companies, they may arrive separately and from different
shipping companies. Items that are customized or special ordered will require more time, usually an extra
10-14 days. For an additional charge, we offer overnight shipping for in-stock items.
Do you ship outside the United States?
Yes, StixandBonz.com will ship to any destination outside the U.S. via DHL. All deliveries out the U.S. will
be charged an additional $25 shipping fee. Additional shipping rates will depend on the items ordered. Larger
or heavier items may have additional shipping charges. If additional fees apply, we will notify you before shipping.
Most orders outside the U.S. will arrive within two weeks, but may take additional time depending on destination.
Since StixandBonz.com cannot be sure of what individual countries may charge for packages coming in,
customers are responsible for any customs charges that may occur.
StixandBonz.com is not responsible for loss or damage to any items shipped outside the U.S.
What are your shipping charges?
Shipping charges are based the total amount of your order*. Rates are as follows:
Orders of $.01 - $20 -- shipping is $8.50
Orders of $20.01 - $45 -- shipping is $14.50
Orders over $45.01 -- shipping is no charge
Orders over $45 receive complimentary shipping within in the continental US.
* For international shipping, add $30 to shipping rates above.
What credit cards do you accept?
Stix and Bonz LLC will accept Visa, MasterCard, Discover and American Express as payment.
Do you take any other forms of payment?
We will not accept any other form of payment unless prior authorization is granted. When sending us
an order through the mail, please be sure to include all necessary product and shipping information,
including the proper shipping charges to your total purchase. NY State residents must also add
8.875% sales tax. All mail orders that are paid with a check or money order will not be shipped
until the check or money order has cleared. Payments need to be sent to:
Stix and Bonz LLC
Attn: Order Processing
665 West End Avenue
No. 2B
New York, New York 10025
What is your return and exchange policy?
Stix and Bonz LLC will be happy to exchange or return any items that do not meet your expectations.
We want you to be satisfied with your purchase and our service. All items returned or exchanged must
be in their original and unused condition. We will not accept any item that has been worn or used.
Exchanges and credits must be done within 30 days of purchase and credits are valid for six (6) months
from purchase date. We do not issue refunds and customers are responsible for shipping charges.
There is one (1) exchange per item*. Additional exchanges will incur a $10 restocking fee.
Exchanges need to be shipped to:
Stix and Bonz LLC
Attn: Returns & Exchanges
665 West End Avenue
No. 2B
New York, New York 10025
On the packing slip, please indicate the reason for the return and what you would like to exchange
the merchandise for. Please include all original packaging, tags, warranty cards that came with
the item. We recommend that you send the item with insurance and delivery confirmation for your
protection. Lost or damaged items without insurance are the customer’s responsibility. CODs not
accepted and we do not reimburse shipping charges.
*We will not honor any items sent for exchange after 30 days, used items or items not
in their original condition. Cookies, toys, custom orders and sale items are final sale
and cannot be exchanged.
Can Holiday purchases be returned or exchanged?
Any item purchased between November 15 and December 25 can be returned for one (1) exchange
(for size/color if the item is still available) or credit until January 15. Because of the nature of most
Holiday items, they cannot be accepted after that date. All other conditions for return/exchange apply.
What is the policy on custom/special orders?
Because of the nature of custom orders, they cannot be canceled after they have been placed
and they are not returnable or exchangeable. This includes personalization, special orders
and items that are noted as “custom” on their product page. Custom orders can take up
to 6 – 8 weeks for delivery. Please be sure to measure your pet accurately and double
check all spelling of names carefully.
How do I use my credit?
Within six (6) months of the issue date for your credit, you may redeem it when you check out.
Enter your credit amount in the “coupon” field upon checkout of your next order. Your total order
amount, not including shipping charges or taxes, must be equal to or exceed the amount of your
credit.
Can I change or cancel my order?
Most orders are processed promptly. If you order has not already shipped, you may cancel or change
your order within 12 hours of the time the order was placed. Please email your cancellation or change
to topdog.kyoto@stixandbonz.com. Please include your name and order number. StixandBonz.com is not
responsible for shipping charges on canceled orders.
What if my order is refused, unclaimed or undeliverable?
In an order is refused, returned or unclaimed due to absence, negligence, refusal or incorrect shipping
information provided by the customer, an attempt will be made to contact you via e-mail or phone, if
provided. After two (2) attempts, if there is no response, the customer will be charged the appropriate
shipping fees and a 25% restocking fee. Please check all shipping information before confirming order.
All orders that need to be re-shipped for any reason will be charged the additional re-shipping charge.