Our Shop Policies

PROCESSING

All helloshibe products are handmade to order in our home in California. Please allow us time to cut, make, and package your order. During holidays, sales, and new collection launch weeks, processing times will increase. Due to the nature of our handmade creations or photography editing, please understand there may be slight variations. If you have any questions, we encourage you to reach out to us before placing an order.

We have a up to 4 weeks processing time before you order is shipped, but exclude any weekends or holidays and can change at any given time. If your order contains a custom or pre-order item(s), it will be shipped when that item(s) is ready.

RUSH PRODUCTION
We currently do not offer rush order.

SHIPPING
Once the package is dropped off to UPS, USPS, or DHL, we are no longer responsible for package. If it is lost, stolen, or damaged, it will be your responsibility to contact either USPS, UPS or DHL to file a claim for your package.

With COVID-19, shipping times may be impacted.

If you have a question about delivery or other tracking issues once you receive an email notification from us, please contact USPS here.

INTERNATIONAL ORDERS
Delivery times will vary depending on the country. Most of our international customers have received orders within 2-4 weeks. Please note that international customers are responsible for any customs fees. If the package arrived and you refuse to pay for the custom fee, a refund will be given once we get the package back. The amount you will be getting back will be the original amount paid minus shipping to you minus any fees/shipping for the package to be sent back to helloshibe.

RETURNS, EXCHANGES & REFUNDS

Because all of our products are handmade, we do not accept returns or exchange unless you receive a faulty product. Please note if you order the wrong item, any adjustments needed, etc, that the return shipping cost of the item(s) will be at the buyer’s expense as well as the shipping cost for helloshibe to ship it back to the buyer. An additional cost will be charged if you need substantial changes, i.e. changing hardware.

It is the buyer’s responsibility to inspect the product upon receiving to ensure there are no faults. If buyer does not contact Helloshibe within 5 days of delivery, it is to be assumed the buyer accepts the product as is and returns and exchanges will not be accepted.
All sale items are FINAL! 

WEAR & TEAR
Like any pet gear, please check your gears often for signs of tear and wear! helloshibe is not responsible for damages due to scratching, chewing, pulling, etc. Once purchased, it is up to the owner to check the condition of their pet's gear before each use.