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FAQ

Find answers to shipping, returns, orders, etc below. Or write to us directly at hello@velvethippo.dog or call 917-300-8171.


Orders and Shipping

PAYMENTS 

We accept all major credit cards including Visa, Mastercard, Amex, and Discover.

SHIPPING TIME

Orders are shipped out within 1-3 business days upon order receiving. Delivery times range from 2-7 business days depending on your location. You will receive an email with an estimated delivery date and tracking info after when your order is shipped. We ship via Fedex, UPS, or USPS depending on the best delivery timing.

FREE SHIPPING

Yes, we offer free ground shipping to the contiguous 48 states.

ALASKA + HAWAII

Orders shipping to Alaska and Hawaii are charged by weight. You will be able to see the fees during checkout once you enter in your zip code. We ship to Alaska & Hawaii via USPS Priority Mail.

At the moment, we cannot ship to Puerto Rico, PO boxes, military addresses, or Internationally. Sorry!

LOCAL PICK UP

If you're in the Brooklyn area, you can always choose the Local pick up option and swing by our Red Hook office (185 Van Dyke St. Brooklyn, NY 11231). Since we don’t have a storefront, please provide details during checkout to coordinate a pick-up time.

Returns

RETURN POLICY 

We will happily accept a return and process a refund within 30 days from the order ship date. Please make sure the product is in new condition, without any pet hair, and in its original packaging with all tags.

HOW TO RETURN

For the 48 Contiguous States, we offer a simple return process via UPS:

1- Generate a Free UPS return label here.
2- Once you receive your prepaid shipping label, print and attach it to your package. Please include your order number somewhere in your return package. You can schedule a UPS Pickup or drop off the package at a UPS Location nearest you.
3-Once your package is received, you will be notified by email that your refund has been issued. Refunds are generally processed within 5 to 10 business days. If you choose to use this method, a $20 per item fee will be deducted from your refund.

Alternatively, you may also choose to ship your items back using a carrier of your choice (we recommend using a service with tracking). In this case, first email orders@velvethippo.dog with your return reason so we can authorize the return.

HOW TO RETURN IF YOU'RE IN HAWAII OR ALASKA

Customers in Hawaii and Alaska wanting to return are responsible for all return shipping costs back to our warehouse:

1- First, email orders@velvethippo.dog with your return reason so we can authorize it and issue a RMA (return #).

2- Ship back your items using a carrier of your choice (we recommend using a service with tracking).

A $20 per item fee will be deducted from your refund.

Promo Codes

Promo codes run from a limited time, subject at our discretion. Promo codes cannot be combined with other codes and cannot be applied to previous purchases. Limit one promo code per order. Terms of offer are subject to change.

Swatches

Need to see our Hex Cushion fabric in person? We offer up to three complimentary swatches with free shipping. Start your swatch order here and enter your shipping address during checkout.

Swatches ship within in 1-3 business days via USPS, and delivery time is usually between 2-7 business days depending on your location.

Gift Cards

Reach out at hello@velvethippo.dog to purchase a gift card.

Wholesale

For all wholesale inquiries, apply here.

Questions

Any product or sizing questions or have any special requests? Reach out at hello@velvethippo.dog or 917-300-8171 and we'll do our best to answer all questions promptly.