COVID-19 SHIPPING UPDATES
Despite these unprecedented times, we are thankfully able to continue to operate in a fairly normal fashion. Shipments within the US are processed and delivered within normal timeframes. Slight postal delivery delays are possible but infrequent.
INTERNATIONAL SHIPMENTS: Packages destined outside the US are however experiencing significant delays when shipped through the regular postal service. The 7-21 days that used to be the norm for regular mail, now is taking a month or more for delivery. Due to fewer airline flights and less cargo space, it is also possible for packages sent via regular mail to be routed by the US Postal Service through sea transport which takes even longer. This is beyond our control and we appreciate your patience.
For every order, you automatically receive a shipment email with tracking information. If you track your package and it shows that it was processed at the US postal facility in the US (i.e. Miami, JFK, Cincinnati etc.) on a certain date and you see no further movement, that means one of two things: a) the package is still in transit, possibly through sea transport, or b) it is awaiting a scan at the destination by your local postal service. We recommend contacting your local postal service for an update.
Unfortunately once we process your order and ship it, there is nothing else we can do to expedite your package. We are happy to help you track it as well, but the information that is available online is most likely the only information the post office would be able to provide us at this time.
Please review the US Postal Service international service updates here for the latest information for your country.
If you are interested or need expedited delivery, we recommend choosing DHL for your shipping option.
When was Bones and Me started?
Bones and Me as a company was launched officially in April 2019, but as an Instagram blog, we have been active since March 2018.
Why was Bones and Me formed?
What started out as a personal blog by two kids saving their allowance to raise awareness for shelter dogs and local rescue groups, to do giveaways and fundraisers, later turned to online auctions that raised hundreds of Dollars weekly. “Not everyone wants to spend or can afford to spend $300 on a beanie and water bottle,” says Sarah as auctions rose in value.
We wanted to do more. Raise more money for rescues. Increase awareness. Spread the message to a larger audience. So we started Bones and Me as a formal company to allow more people to participate. To allow more of you to DO GOOD. LOOK GREAT. FEEL AWESOME.
What is the significance of the Rescued 2018 series?
When companies use “established” or “founded” to proclaim when they began, we decided to use “rescued” instead. Our Rescued 2018 series is meant to commemorate not only when we rescued and adopted both our pups, but also when we embarked on this journey. Shirts from the Rescued 2018 series are typically chosen as one of the items that give back 100% of the proceeds to rescue partners and other charities.
How and when are orders shipped?
We mainly use USPS for shipping. We make every effort to process all orders within 3-5 business days - much faster normally but just in case we have tons of homework. If you’ve selected an express service, we will attempt to process your order on the same day if your order is received before 2PM ET, but normally that would be processed on the next business day. And yes, you will receive tracking information so you know when your order will be received.
Do you ship outside the US?
Yes we do! We ship all over the world every day. Please note however that YOU ARE RESPONSIBLE to pay all customs, duties, taxes, import fees and/or whatever other charges are imposed by your local government. Our item prices and shipping fees do not include such charges.
As such, if you refuse an international shipment for whatever reason, you will be responsible to pay shipping fees both ways and any additional charges that may have been incurred and/or will be incurred to return the shipment back to us.
You will not receive a credit back for your returned items (if any) until the shipment is received by us and inspected and deemed at our sole discretion that it is still in brand new condition and eligible for return.
Lost Packages and Wrong Addresses
All our shipments (except for stickers which are sent first class mail) are mailed with tracking included. You will receive an email with the tracking information once your order has been processed an shipped.
In the unfortunate event, that you've entered an incorrect address, we will attempt to re-route the shipment. This may involve a re-routing fee (assessed by the carrier not us) and in certain cases may not be possible at all. In that case, we are not responsible for the loss of your package.
If you track your package and it shows still undelivered 2 weeks (15 days for US domestic packages) after shipment, please contact us within 30 days of your order date so that we can help track it and submit a search request / loss claim with the carrier. Please note that this may take up to an additional 30 days for resolution. Once a resolution / response is received from the carrier and the package is still missing, we will work with you to send you a new package.
For missing international orders, we generally follow the US domestic process, but timeframes will vary based on destination.
Can I return an item?
Absolutely! Our return policy is simple: Love it or return it. Within 15 calendar days from the receipt of your item, if you do not love it, contact us to return it. Once your return is authorized, we’ll provide you with return instructions. Once your items are inspected by the store and deemed in returnable condition, you’ll get a refund, typically within 36 hours. Items returned must be received in unworn and/or unused condition with packaging and all labels attached. In addition, garments must be unsoiled - i.e. a bit of dog hair may be acceptable, but makeup is not 😉
Determination for validity of refund is in our sole discretion. It is your responsibility to pay for return shipping. Free gifts or promo items are not returnable for monetary value. Returns must be received within 30 calendar days from when you've received them.
Discounted items, items on sale or marked as FINAL SALE are not eligible for returns. Original shipping charges are not refundable. Furthermore, if your purchase was eligible for free shipping (ie you did not pay for shipping), your refund will be reduced by the shipping fees we incurred. However, if you are replacing the returned item with another that is of equal or higher value, we may credit you the shipping fee toward the new purchase.
Furthermore, customized items, such as custom engraved tumblers (only bones and me tumblers with the bones and me logo and no other engraving are returnable) and customized rescue partner clothing are not returnable (clothing items and accessories printed with rescue partner names and/or logos). These are not returnable neither for refund or exchange.
For returns and other info, please email us at firstname.lastname@example.org and someone from our customer service team (Joseph 😉) will get back you.