Shipping, Returns & Pet Tag Policies
Our turnaround time for custom-made items is 1-5 business days from receipt of order.
Ready-to-ship items will ship the next business day.
Orders are processed in the order they were received.
We ship via USPS First Class Mail with Delivery Confirmation which normally takes 2-5 days in transit. Priority and Express Mail options are also available at checkout.
We strive for 100% customer satisfaction on every order. If there is a problem with an order, please contact us within three days of receipt of the item.
We are not able to provide refunds on custom orders. If the piece features an error on our part (misspelling, wrong date or number, etc.), we will fix it immediately as well as refund the return shipping fees. We are not able to provide refunds if the mistake was not ours.
Non-personalized items may be refunded or exchanged within 14 days of purchase, and only if still in original condition and packaging. The buyer assumes all shipping charges.
Please pack products in a well-padded envelope or package and ship via UPS, USPS, or FedEx. Shipping insurance is not required but it is recommended. All shipping, tracking and insurance charges for returns and exchanges are the customer's responsibility and cannot be refunded unless the return or exchange was due to a mistake on our part.
The supplier is not responsible for loss or damages incurred from the shipping of returned products. Claims must be completed by appropriate parties.
Refused Orders: We do not accept returns on custom products. Refused shipments will not be credited.
Repairs: Hattie + Rex products are designed and handcrafted to be durable and last for years to come. If a product is defective, please notify us immediately so we may repair it.
If a product breaks, we will repair it up to one year from purchase. If the product is lost, we are unable to replace it. Repairs requested more than one year from the date of purchase will be charged for actual materials and labor.
Nature of Handmade Products: All of our products are handmade and every letter and number is stamped individually. Due to the nature of our production method, each product may vary slightly.
Pet Tag Guarantees
Pet Tags are guaranteed for the life of your pet! If your pet loses or damages the tag, please contact us ASAP and we will make a new tag (of equivalent or lower price) with your dog's name and contact information (from our records). You may also upgrade your pet tag and we will apply the original amount to your new tag.
Hattie Rex is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.