FAQs

We pride ourselves on our customer service. We are always willing to assist you with any problems, issues, complaints or compliments you may have. Please contact us during our customer service hours. We will respond as soon as possible.

email: support@theseinshop.com
TOLL FREE number: 1 (800) 555-FILK
Customer Service Phone Hours: 10 AM – 5 PM CST, Monday – Friday

Please note that due to various email settings, our email message may be delivered to your spam or bulk mail folder. Should you not receive a reply from us, you may have entered your email address incorrectly or your spam filter won’t let us through.

Our customer service hours are 10 AM to 5 PM CST, Monday – Friday. We are closed on the weekends and for the following holidays in 2023:

January 1 – New Year’s Holiday
April 1 – April Fools Day (just kidding… got ya!)
May 29 – Memorial Day
July 3 – 4 – Independence Day
September 4 – Labor Day
November 10 – Veterans Day
November 24 – 27 – Thanksgiving Holiday
December 24 – 25 – Christmas Holiday
December 31 & January 1, 2024 – New Year’s Holiday

Occasionally, we may take your order and consequently discover that the item is not available for shipping (i.e., it is back-ordered, sold out, damaged or defective). In such cases, we will notify you via email of the status and do our utmost to fulfill the order as soon as possible. You will also have the option to cancel the order.

Product availability is subject to change without notice. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).

As soon as you’re done checking out, we start processing your order in an effort to get it to you as fast as possible. We do allow returns within 14 days of receiving your order, so if you decided against the item, send it back to us, and we’ll refund you for your total, minus any shipping, handling or restocking fees. If you need to update or cancel your order, you can do so by contacting customer support, TOLL FREE: 1 (800) 555-FILK or email: support@theseinshop.com.

All prices are subject to change without notice. We currently do not have a price-matching policy. Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailer. Items purchased and shipped to addresses within the state of Texas are subject to applicable sales tax.

We strive to provide accurate and complete descriptions and representations of our products. However, The Sein Shop, USA does not warrant that product descriptions are error-free. This site may contain typographical errors or inaccuracies and may not be complete or current. Color variations may occur due to monitor settings or descriptions may be incomplete due to human error. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted) and to change or update information at any time without prior notice. Please note that such errors, inaccuracies or omissions may relate to pricing and availability, and The Sein Shop, USA reserves the right to cancel or refuse any order placed based on incorrect pricing or availability information.

If a product offered by The Sein Shop, USA is not as described, your sole remedy is to return it in its original and unused condition. We apologize for any inconvenience. Please see our Sizing Guide for more information or contact us at support@theseinshop.com if you need assistance with sizing.

We can accept orders through our web site: www.TheSeinShop.com, or TOLL FREE: 1 (800) 555-FILK. The methods of payment we accept are VISA, MasterCard, American Express, Discover and PayPal. We can only sell and ship items to addresses in the continental United States, Alaska and Hawaii.

Please note that your credit card will not be charged until all items in your order have been shipped. Back-ordered items are usually shipped within 2-3 weeks from the order date. Should your item take longer than that to restock, we will contact you to make sure that you still want to wait for the item. With your permission, we will then charge your card even though the order has not yet shipped. You can receive a credit to your account should you later change your mind about the back-ordered item.

We want you to be satisfied with your purchase. If any The Sein Shop, USA purchase fails to meet your expectations, you can return your item to us in its original and unused condition within 14 days of receiving it for an exchange or refund. The following items cannot be returned or exchanged: customized, personalized or engraved items, toys, food, perishable and grooming products. Select custom-made items may not be returned or exchanged, but we note such restrictions on the product detail page.

If you would like to exchange or return an item, please ship the original and unused item, along with a copy of your email receipt or packing slip, to:

The Sein Shop, USA
Attn: Returns and Exchanges
P.O. BOX 2018
Austin, TX 78726

We are not responsible for items returned to any other address.

For your protection, we recommend you use FedEx, UPS, the US Postal Service or any other delivery service with delivery and tracking capabilities. The customer is responsible for all shipping and packaging costs related to exchanging or returning an item. We are not responsible for lost or misdirected returns. We cannot accept returns COD. Items received after 14 days will not be accepted for exchange or return and will be shipped back to the customer.

Should you wish to exchange an item, please do not place a new order through our web site. If you place a new order, your returned item will be treated as a return and may be subject to a restocking fee. If you send the item back to us and note which item you would like in exchange, you will receive complimentary shipping for the exchange and will not be charged a restocking fee.

After receiving and inspecting the returned item, we will reimburse your credit card for the purchase price of the item, less any shipping, handling or restocking fees, or send you a replacement item for exchange. Please note that shipping fees are non-refundable.

To qualify for a refund, all items must be returned in their original condition, including the original packaging, containers, documentation, warranty cards, manuals, and/or accessories. Please do not mark or deface original manufacturer packaging in any manner. When returning or exchanging an item with Velcro, please close the Velcro because it can pull on the fabric if stuck. If the item is damaged because the Velcro pulled on the fabric, we will not be able to accept the item for return or exchange. We will not accept returns if the item and its packaging is not in its original condition and will return such items to you. If you reject that return shipment, The Sein Shop, USA reserves the right to liquidate the inventory and withhold credit.

We encourage you to measure your pet as accurately as possible. We cannot honor exchanges or returns for any merchandise that has been used, or is not in its original new condition. All sale, personalized, custom, toy, food and perishable items are final sale and cannot be exchanged or returned.

We work hard to process returns as quickly as possible. Please allow 10 to 14 days after we receive the items before receiving your credit or exchange.

At The Sein Shop, USA we strive to provide great customer service. We wish we could accept all exchanges and returns without any questions or limitations, but that is just not possible. Thank you for honoring these exchange and return policies, so that we can continue to provide you a large selection of quality products.

We allow one complimentary exchange per item. After the first exchange, each exchange will incur a restocking fee of 10% of the item’s value. If you return items which qualified for FREE shipping, we will refund your card for the purchase price less a restocking fee of 10% of the item’s value.

Items purchased from November 15 through December 24 can be returned 20 days from the date of receiving the item, or by January 15, whichever date occurs later. All other conditions of our standard exchange and return policy will apply.

For retailers/distributors The Sein Shop, USA offers free shipping on all orders totaling $350 or more, before sales tax. Please note that with standard shipping, your items may take 3-14 business days for delivery. If you wish to have your shipment expedited, contact us at support@theseinshop.com. The options and ship times may be limited for certain items. Please note that some special product, order, or handling fees may still apply.

At this time, we can only sell and ship items to U.S. delivery addresses in the 48 continental states, Alaska and Hawaii. Shipping may be subject to other geographic restrictions that apply to particular products.

We reserve the right to change or discontinue our flat rate or free shipping policy at any time.

The Sein Shop, USA uses FedEx, UPS, the US Postal Service and other delivery services for delivery of your items. Due to orders being fulfilled from different warehouses, items may be shipped by any one of these delivery services. Many of our items are shipped from several sources; thus your items may be shipped separately from each other, even on the same order. The options and ship times may be limited for certain items. Once an item is shipped, you will receive an email confirmation and you can then track your order. Packages shipped via US Postal Service display a delivery confirmation only. Detailed tracking information is not available.

You can expect most packages to be delivered to their destination within 3-14 business days from the ship date. Please remember that certain larger items or customized items can take up to four weeks for delivery.

If you have been waiting over fourteen business days (two weeks) for your order, and have still not received it, please contact us at support@theseinshop.com for assistance.

If an order is returned, refused or unclaimed by the customer due to customer refusal, negligence, absence, or customer providing incorrect shipping information (invalid, unknown or insufficient address), we will attempt to contact you via telephone and/or email to resolve the order. If no response is received, the customer will be charged the appropriate shipping charges and a restocking fee of 10% of the item’s value. Please make sure that the shipping information on your order is correct and that someone will be available to receive your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages, will require an additional re-shipping charge.