FAQ

Do you have a retail location?

Yes, our pet boutique is located at 508B Lexington Ave Chapin SC 29036. 

What are your retail locations' hours?

Mon-Fri: 11am-6pm
Sat: 11am-4pm
Sun: CLOSED

What is your current processing time for online purchases?

All orders placed are currently processed within 2-5 business days. 
*Business days do NOT include weekends or holidays.
Please Note: ALL collars, pre-orders, and custom order purchases are subject to different processing times usually 2 weeks. Please refer to their descriptions for time frames. We only ship items altogether.
We are also known for going viral on TikTok sometimes for our products. When this happens, we receive an influx of orders all at once. We try to get orders out as quickly as possible when this happens, but please be patient with us if we go a little over our processing time. 

What is your current shipping time?

We have no control over the shipping times once the package leaves our store. We highly recommend leaving and paying for our shipping insurance provider called, Route at checkout. 
Usually, the shipping time is approx. 2-5 business days for US only and 2-3 weeks on international orders.
 

Do you do local pickup?

Yes! We have a retail location at 508B Lexington Ave Chapin SC 29036. If you would like to pick up your order please choose "pickup" at checkout. We will email you when your order is ready!

Do you offer refunds/returns (online)?

Once orders are placed, we can not cancel your order. We do not accept refunds or returns. We recommend double-checking the product is right for your pet before purchasing. 

We do allow exchanges on accessories that do not fit and need a different size within 3 days of purchase. Please see a few questions below about that process.

We do not offer refunds on toys pets rip up.  

Do you offer refunds/returns (in-store)?

We do not accept returns or refunds on any of our toys, treats, chews, home decor, or health/wellness products. We do allow exchanges on accessories that do not fit and need a different size within 10 days of purchase from our store. The product must not be damaged and barely worn. They must have all tags still on.

My pet ripped a toy I received, do you offer guarantees or refunds. 

Unfortunately, we do not offer refunds on our products due to pets ripping them up. We don't make ANY of the toys we sell in-store and online. Every pet is different when it comes to toys, and it's something we can't control even when we test with our pets. We are always looking and finding more durable toys, but Modern Companion does not guarantee or promote any of the products we sell as chew proof. Sometimes we will promote brands of toys that we sell with guarantees if your pet chews it, but that is something you would have to contact the brand specifically about and information would have been found on the tag or box when you initially purchased. 

I received the wrong product, what do I do?

Don’t worry, it happens. Being one person making and fulfilling all the orders I sometimes make mistakes. If you received the wrong product, please keep it in its original packaging and do not use it. You must email us within 3 days of receiving the product. Please email returns@themoderncompanion.com with your:
- Order number
- Name
- Picture of the product you received
- Name of the product you were supposed to get

My product came damaged; what do I do?

We do our best to quality control all our products. Sometimes we miss something, or sometimes shipping can take a toll on your package. If your product is damaged you must email us within 3 days of receiving the product. Please email returns@themoderncompanion.com with your:
- Order number
- Name
- Pictures of the product damaged

Modern Companion Products: All of our products are handmade, they have particular ways to care for your product. We are not responsible for improper care of our products. All pets should always be supervised when wearing our products.

I'm missing an item, what do I do?

We do our best to quality control all our products. Sometimes we miss something, or sometimes shipping can take a toll on your package. If you're missing an item from your order please email us within  3 days of receiving your package. Please email returns@themoderncompanion.com with your:
- Order number
- Name
- Pictures of the product you did receive. 

The product(s) I bought does not fit me or my pet. Can I exchange it?

We do accept exchanges for different sizes in our bandanas, collars, scarves, and tees only as long as we have them in stock. We do not accept exchanges for any reason on all custom orders, one-size products, limited edition, and clearance items as they are all final sales. If the product does not fit you or your pet, you may request to exchange up to 3 days after you have received your product. The product must be undamaged and barely worn. Please email us at exchange@themoderncompanion.com. You will be responsible for the cost of shipping back the product. Exchanging more than 3 products depending on the weight may require you to pay to ship the new products as well. We do not cover the shipping cost of international orders either way. 

I accidentally put in the wrong address or need to change my address.

If you just ordered or your order is in processing you can email us a contact@themoderncompanion.com to change your address if we have not already shipped it out. It is imperative that the correct address is input. Failure to do so will result in the package coming back to us in an unknown time frame. Any orders returned to us due to the wrong address will have to pay to ship out the product to the correct address and are not entitled to a refund.  

My product says it was delivered, but it's not here.

Unfortunately, we do not have any control over packages and how they get delivered to you. What you see on your tracking website is the same on our end. Sometimes carriers mark the package as delivered even if it hasn't. 

The first step is to wait 1-2 more days to see if the package shows up and check with your neighbors to see if the package may have been delivered to the wrong address. If the package doesn't show up, it's your responsibility to contact your local USPS to get an update on the package or file a claim on the USPS website here: Claims. We can not do this for you.

Since we have no control over the shipping of your products, we are not responsible for lost or stolen packages. We do not give refunds or send new products. We always suggest you pick the shipping option that provides insurance as it guarantees your money back if something goes wrong during transit. You can choose this by using our insurance protection through a third-party provider called, Route. You can choose to enable Route right before you purchase at the bottom of your cart.

What is Route insurance?

Route reduces customer effort through a seamless claims filing process. Order issues, including lost, damaged, or stolen packages. The cost to customers for shipping protection is generally $1.14 for orders under $100 of merchandise value and $1.00 per $100 of merchandise value for orders of $100 or more. 

How do I care for my product?

We recommend all our products be hand washed only with a mild soap, water, and air dry. This includes our blankets, scarves, bandanas, collars, headbands, and bowties. Our shirts should always be turned inside out when put in the wash. They can be washed on a cold, delicate, and low-medium tumble. We are not responsible for improper care of any of our products.

*Every washer is different please use your best judgment. 

With toys, treats, and chews we ALWAYS recommend adult supervision when playing or chewing any of the products we sell.  

Do you wholesale to retailers/small businesses?

Yes, we currently wholesale to pet supplies, boutiques, gift stores, and more. We take pride in making sure the retailers we work with share the same visions, and goals, and are a good fit for our products. For more information on having our products in your stores please go to our wholesale page.