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FAQ

What is your return or exchange policy?

Due to the discounted prices we offer at this time we do not offer returns or exchanges. We will gladly exchange an item if it is defective upon arrival or if the item does not match what you ordered. If there is a problem with your order you must notify us within 3 days by sending an email to pearlsandpiggytails@gmail.com. This e-mail should contain your order number and a detailed description/picture of what the problem is. We will send you a return label to ship the item back to us. The item must be sent back within 3 days of receiving the return label and must be unworn, unwashed, and in the original packaging.

 
Do you accept orders outside of the USA?

We sure do ship to all of the Pearls and Piggytails’ lovers across the world, but unfortunately at this time we are unable to offer free shipping for international orders. 


How long will it take to receive my order?

If you have purchased an in stock item our policy is to ship within 7-10 business days; although we strive to ship within 24-48 hours. If you chose the free shipping option on the website, which is first class shipping, most domestic orders take anywhere from 2 to 10 business days to arrive depending on your location in the United States and the efficiency of the United States Postal Service. International shipping delivery times may vary between 2 and 12 weeks. If you upgraded to priority mail or rush shipping then you will receive your item sooner. Holidays typically cause some delays with how soon customers receive their items.


What if I received an email saying my item shipped but I have not received it?

Once an item has shipped we will send an e-mail with tracking information. You can also find the tracking for items by logging into your Pearls and Piggytails account. Pearls and Piggytails is not responsible for any unclaimed or lost packages. Once an item has been shipped, it is now the responsibility of the shipping company for delivery. Any inquiries about delivery date, shipment time, ect should be directed to the USPS.Our free shipping option DOES NOT include insurance on your package. We highly recommend upgrading your shipping preference to priority mail, especially on large orders, which includes $100 insurance to protect yourself in case of damage during shipping or if your package gets lost. If you decide to not purchase insurance and your item is lost or damaged by USPS we are NOT responsible, nor can we offer a refund. If you choose to purchase insurance as recommended and for some reason you item is lost or damaged you will need to contact the USPS to file that claim. The claim can be made via phone or online

https://www.usps.com/help/claims.htm

What is a preorder and when will I receive my preorder items?

A preorder item is once that you purchase ahead of time but it has not yet been manufactured by the supplier. All preorders on the website are clearly marked as such. All preorders have a close date. Once the preorder closes Pearls and Piggytails places the order with the supplier. All pre-order items differ in shipping times. Exact shipping time will vary based on order volume. Shipping can take as little as 3 weeks or as many as 7 weeks. The standard expectation for a pre-order is 4-6 weeks but many variables can change the ETA. ETA's and estimates are always given in the description before you even place your order and complete your transaction in bright red font. Updates on pre-orders will be posted in our official Facebook group https://www.facebook.com/groups/687495887996800/. Any e-mails asking about preorder delivery times will be disregarded. Please do NOT purchase a preorder item if you need it by a certain date.

Preorder Disclaimer: You are placing this order knowing the item is NOT in stock and has to go through productions and shipment. E-mails about preorder shipments will be DISREGARDED. It is the buyers are responsibility to keep track of all ETA dates which are clearly listed upon order the item. Please also note that all preorders are subject to change shipping times.  Please do NOT place any preorders for items you need by a deadline!

What are oversells?

An oversell is when a product on our website was oversold as a result of technological errors. We dislike oversells just as much as our customers, but unfortunately on occasions we will have a high volume of demand which sometimes causes our site to oversell.  If this happens you will be refunded. This happens on rare occasions and we deeply apologize for the inconvenience if this happens to you.

What are the benefits of creating an account?

Creating a Pearls and Piggytails account allows you to keep track of all of your orders. By logging into your account you can find all the orders you have placed in the past year, their status, and locate tracking information.

How do I contact the company if my question wasn’t answered?

Any questions need to be e-mailed to pearlsandpiggytails@gmail.com. If you have a question about an order please include your order number in the e-mail.

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