Terms of Service
Shipping RatesShipping charges are based on the recipient's address and the weight of the order. Voucher coupons that include shipping, will ship via USPS First Class Mail. If you elect to upgrade to an expedited shipping method, additional shipping charges will apply at checkout.
Total Time for DeliveryWe make every effort to ship your order as soon as possible. However, many factors contribute to delivery time. Our unique products are limited by availability and the additional production time required personalizing items. Please allow 5 - 7 business days for personalized items to be completed. While we will do everything in our power to get your order to you within the stated delivery time. A number of issues impact delivery time during holiday rush seasons, such as delays with the carriers and even sometimes with our raw material providers/vendors. Additionally, when attempting to estimate delivery time, please consider the following: Credit card approval must be received prior to processing. Orders placed on Holidays and weekends will be processed the next business day and the additional time should be added to the delivery estimated time. During periods of high volume orders (Holiday Rush Orders) please expect some delays with respects to the delivery time. We will email you once your item ships. Please make sure that your spam filters allow our emails to be delivered to your inbox. If you wish to track the status of production, you may do so here: https://www.monogramonline.com/norder.html you will need your order number and the email associated with your order. Once an order has been shipped, please allow up to 3 - 5 business days for our shippers to deliver your order.
Where We ShipFor your convenience we ship to the US and Canada.
Tracking an OrderWhen our warehouse ships your order you will receive a confirmation email containing the shipment tracking number. We will also provide a direct link to the carrier's package-tracking site. If you require further tracking information, please contact us using following link: https://www.monogramonline.com/norder.html.
Frustration Free 30 Day Return PolicyTo ensure you maintain a long lasting love with the item you have purchased, Pet.monogramonline.com strives to offer frustration free returns. If you are unhappy with your purchase you may return it for a replacement (See Personalized Orders section for more details)
Your satisfaction is important to us. All of our jewelry is carefully examined and inspected for quality prior to being shipped, however if an item arrives damaged you may return the item for repair within 30 days of receiving your order.
If we incorrectly personalized your order, Pet.monogramonline.com will process a free replacement order within the 30 day period.
We are sorry, but we are unable to exchange items which were produced due to an error in the original order. Please take extra care when placing your orders on the website. Pet.monogramonline.com recommends that you verify your order for accuracy prior to submission. If you discover an error in your order, please contact our customer service department right away so we may be able to assist in correcting the order.
Unless Pet.monogramonline.com shipped the wrong product, you will be responsible for the costs involved to return an item.
- Returns must be unused and shipped back in the same condition in which they were received. Please ensure the return includes all order details. If you are returning the order for replacement, be sure to also include the reason for the replacement order.
- If your item arrived on your doorstep damaged, or if there is a problem with the order, please contact us as soon as possible by using this link: https://www.monogramonline.com/contact-us and we'll remedy the situation.
For damaged or defective products, we reserve the right to replace parts. If a replacement part is unavailable, Pet.monogramonline.com reserves the right to ship a substitute item.
- Once you have returned an item, you may follow up on the status of the return by contacting us at https://www.monogramonline.com/contact-us. Please include your name, order number and phone number and a customer service representative will answer your inquiry within 1 business days.
- You may ship the item(s) back via your preferred method. Pet.monogramonline.com cannot be responsible for returns that are lost or misdirected during shipping. We are only able to credit your order when it arrives at our warehouse.
- We recommend that when returning an order for a refund or replacement, please be sure to get a tracking number from the shipping company to verify that your order has been successfully returned.
RefundsWe apologize but we are unable to offer refunds on any personalized orders.
SubstitutionsIf an item is out of stock, Pet.monogramonline.com may, in its sole discretion and at no extra cost to you, substitute another item for the out-of-stock item if Pet.monogramonline.com, in its sole discretion, determines that the identical brand and product is available in a form that is of equal or greater value.
Changes to OrderBecause our products are handmade and personalized according to your specifications, a $20 reprocessing fee will be added to any/all changes requested after order placement, up until the time of shipment.
Reporting an INR (Item not received).Please note: customers have 35 days from the date of order shipment to report that Item Was Never Received. After this time frame we will not be able to investigate and confirm with a carrier what happened when they delivered the package.
Within 30 Days of ReceiptPet.monogramonline.com strives to provide our customers with the best shopping experience possible. If you are unhappy with your item, please let us know within 30 days of receipt. All refunds and exchanges must be made within 30 days of receipt only. We will partner with you to ensure your satisfaction by offering either a replacement or repair of any defective items. Replacements are limited to the SAME ITEM ONLY (same initials, name and personalization, etc.).
After 30 Days of Receiptif your item breaks after 30 days of receipt, or you discover a mistake in the order process, we would still like to help make it right. We will replace your item at 50% of the original cost upon receipt of your returned order.
Order mistakes may include but are not limited to the following:
- Incorrect initials or lettering
- Wrong color
- Incorrect ring size
3 Month Limited WarrantyRepairs under 3 months are free of charge for:
- Tarnish treatment
- Missing Stone
- Broken Chain
Deal Site Voucher UsersAll coupons have an automatic irrevocable expiration date which has been pre-arranged between the daily deal site and Pet.monogramonline.com corporate office. Unfortunately after its expiration, Pet.monogramonline.com will not be able to honor the coupon for the item at the promotional value. However, you may still apply your voucher toward the retail purchase of the item your voucher was originally intended (based on availability).
Pet.monogramonline.com will apply the original dollar amount paid to the daily deal site (Groupon, Amazon etc.) towards the purchase of the item via our website or you may call customer service for assistance with processing your order.
*Please note that only one voucher, discount or coupon may be applied to a single order. For those with multiple vouchers, please place separate orders*