FAQs
WHEN WILL MY ORDER SHIP OUT?
Most orders of in-stock merchandise ship out within 72 hrs following order placement.
WHEN WILL I RECEIVE MY MERCH ORDER?
USA Domestic orders:
5-10 business days for delivery
For any questions about your order please email us at hello@rubyloo.co
WHEN WILL I RECEIVE TRACKING FOR MY MERCH?
USA Domestic orders:
When your order ships you will receive an email with your tracking number included.
DO YOU SHIP INTERNATIONALLY?
Sorry, at this time we are not set up to ship internationally.
CAN I RETURN MY MERCHANDISE?
At Rubyloo, we appreciate every customer and their dog(s). We want you to be completely satisfied with your purchase, and therefore we will gladly accept any unworn, unwashed, unaltered item(s) for a refund or exchange within 14 days of the delivery date.
The following guidelines apply:
- Returns are accepted within 14 days of receipt.
- Returned merchandise should be in the same condition as when you received it, unworn, undamaged, saleable, with original tags and packaging (if applicable).
- Refunds will not include shipping and handling. Shipping and handling charges are nonrefundable once an item has shipped.
- Refunds must be processed to the original form of payment or store credit (if applicable).
- If your item is damaged or defective please email hello@rubyloo.co for a prepaid return label.
- Please include your order number and pictures detailing the damages or defects of your item(s) and the packaging it arrived in to expedite this process.
- Rubyloo reserves the right, at its sole discretion, to determine if returned merchandise is in saleable condition.
- Once your return is received, please allow 10 to 14 business days for processing.
- Send Merchandise returns to: Rubyloo returns, 226 Calle Manzanita, Santa Barbara, CA 93105
CAN I EXCHANGE MY MERCHANDISE FOR SOMETHING ELSE?
Yes, an exchange is a 2 step process:
- Return the original purchased item, per the instructions above under the heading: "Can I return my merchandise?"
- Place another order for the item you prefer to have.
WHAT HAPPENS IF I ORDER SOMETHING OUT OF STOCK?
We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.
FOR ANY CUSTOMER SERVICE INQUIRES NOT ANSWERED ABOVE, YOU CAN CONTACT:
hello@rubyloo.co
Monday - Friday 9am - 5pm PST
We attempt to answer all inquiries within 24 hours of receipt and appreciate your patience.