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Customer Service & Shipping

Customer Service

We want to answer any questions or concerns you may have. Please allow 24-48 hours for your email to be responded to by our Customer Service Team. Any emails sent after 5pm MST weekdays will be reviewed on the next business day. Emails sent Friday after 5pm MST through Sunday evening are reviewed on Monday. 

Shipping and Returns

All orders received Monday through Friday, excluding holidays, are guaranteed to ship out within 48 hours. Orders placed after 3pm on Friday will be processed the following Monday. Once you place an order, you will receive an email confirmation in addition to a shipping confirmation once your order has shipped. 

We are happy to provide a refund of the purchase price for items returned in brand new, unused and resell-able condition within 30 days of purchase (shipping charges are not eligible for refunds). Refunds will be applied to the original payment method. Sales/clearance items and gift cards are not eligible for a refund. Any item that is damaged or not in its original condition may not be eligible for a refund. 

To complete the return process, please send the item to the following address and also include your name, your order number, all original tags, and your email: 

Hound & House
ATTN: Returns
18121C E. Hampden Ave. #168 
Aurora, CO. 80013

Please allow 5-7 business days from when your return item is received for your order to be processed. You will be notified via email at the email address listed on your account when your order was placed. Please note that your banking institution may require additional time to process and post this transaction to your account once they have received the information from us (usually 3-5 business days). 

We can only issue a refund to the original form of payment used at the point of purchase. In the event you no longer have access to the account or it is no longer active, we will then process your refund in the form of a check mailed to the address in your customer profile which can take 4-6 weeks to process. Original shipping charges are not eligible for refunds. 

Shipped to the Wrong Address

We do not take responsibility for packages that are delivered to the wrong given address. It is your responsibility to check that your shipping address is correct when your order is placed. If it isn’t, please email us right away so we can fix it BEFORE it ships. Once it ships, we are not responsible. 

Shipping Costs

All shipping rates will vary depending on a few different factors, some of which include shipping method, domestic vs. international, and total weight of package. All shipping fees and estimated transit times will be clearly shown upon checkout. 

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