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ScrappyPuppy's Shop Policies
Hi. This is a friendly shop. Order with confidence. If something is not right, we will make it right. Note, however, that buyer is responsible for return postage on any returns.
This is not a good place for scammers to attempt fraud techniques. We keep current, and will report suspicious conduct immediately.
If you have a problem, stay calm and let us know immediately. Thank you.
You can pay by Paypal (preferred) or major credit cards. We can only refund by PayPal, order cancellation (if it hasn't shipped) or shop credit. We hope to add other options.
No trades, please. No unsolicited food. Thanks.
Shipping is same or next business day.
Costs vary by size, weight, speed and destination. This makes estimating shipping costs tricky. Shipping also includes packing, labeling, sometimes insurance, delivery to the PO and packaging. We make every effort to save you money, unless instructed otherwise. If shipping is substantially higher than expected, we will issue a refund via PayPal or shop gift certificate. We are working on other methods.
For large items, you might want to send us your ZIP code and desired shipping speed s we can calculate a fairly accurate shipping figure. If you are worried someone else might buy the item first, we suggest you buy it, and if you find the actual shipping is higher than your budget allows, cancel the order. Or, ask us to put the item on hold for a few days. Don't worry if this causes it to drop out of sight.
Please limit hold and cancel requests to serious inquiries. Thank you.
We pack with care, but the Post Office occasionally gives items rough handling. If they break it, they are responsible, but will not indemnify you without insurance. Insurance is usually several dollars but can be more. If you want insurance, please request it when you order.
The number one complaint is late delivery. Though most items arrive quickly, some are late. Invariably, the item shows up, but not before people become worried. Our suggestion: It is irritating if something is late, but don't panic. Check the tracking number on your mailing confirmation email at USPS.com.
Orders outside the US and Canada should contact about costs. We are gradually deleting shipping costs from item descriptions because they are too inaccurate, and additional costs may apply.
Customs is the usual cause of delay in international orders. Check your confirmation for customs information, but services vary by country. We have seen customs delays of four weeks a couple of times, counting both our shops.
Refunds and Exchanges
- All items shipped delivery confirmation. Over 10,000 shipments and no failures (counting previous stores).
- Don't try the double dip fraud. This is when you mangle or Photoshop the item to make it look ruined, demand a refund, and hope i don't demand you ship the item back first. We get this about once a month, so it gives us a good laugh. You guys who try this are so bad at it, it's astonishing.
- All sales at buyer's risk.
- Post Office damage, which is very rare, is between you and them. All items are well packed. We do reuse, but they're still well-packed. Very well. We have all the supplies.
- If you have a problem, stay calm. Sleep on it. People who get loud and point fingers are difficult to assist.
- Reasonable? Friendly? I'm charmed. I have to say I won't help or I get hung with everybody else's error. I still have the option of helping, if I can.
TIP: Shrill people who waste our time with complaints they are sure to lose waste everyone's time. We discourage this in favor of avoiding conflict and making demands, and helping us to understand your issue to our satisfaction (a requirement forced upon us by thieves). Be kind! Be courteous! Be a bit patient! Don't make threats or get in a snoot. You can view the fate of such people in our CASES link. Try to push us around when we have not had a chance to evaluate things is just not sensible. We won't EVER waste your time with questions or info requests we don't need. If you cause ANY other agency, including Etsy, to force this on us, we're done with you. We do charitable work, but not for bullies. If you feel angry and want to express it, we'll listen. Just tell us you feel a need to express your feelings, write as long as you need, consider sleeping on it before sending, and don't send another--we're only human. Give us fair warning and we won't hold it against you if you have to get it out--once. Remember, we do medical research on emotions here, our shops raise funds, and we know a lot about learning to really like your emotions, so you don't explode. Exploding gives us an "anger hangover," which makes us feel low for a day or so. Try slowly modulating your emotions, like you are turning down valves, until you have them where you want them. Also, do good things, because they build self-esteem.
If you look, you can see how memories of abuse by a few past customers made us take an angrier line, but as we modulated our own feelings, we became accommodating and maybe even helpful. See? It works if you practice. Now you are in better shape to get your complaint resolved.
Additional Policies and FAQs
Use caution if someone wants to do business "off site."
Scrappy Puppy Warehouse (unstaffed, no drop-ins, secure site, no visitors without appointment under any circumstances). Neighbors call police first, ask questions later, due to recent thefts from neighboring properties. Thank you for your cooperation. It is for your safety.
Alplaus NY 12008
email via contact button on shop site:
Last Updated May 13, 2013