What forms of payment do you accept? We accept MasterCard, Visa, American Express, and Discover.

Can I pay with my debit card? Yes, as long as it has a MasterCard, Visa, American Express, or Discover logo on it.

I need help sizing an item. What should I do? For clothing, it’s best to measure your pet from the base of the neck to the base of the tail and along the widest part of the chest. For collars, measure around the neck. Since each manufacturer is different, we have indicated approximate size ranges for each item on the product description page. If you still need help, email us at info@lolaandpenelopes.com.

What are your shipping options? We offer all USPS and UPS options from overnight to ground. You will be asked your selection at checkout and shipping charges will be calculated according to size, weight of purchase and delivery timeline.

What are your shipping charges? We charge shipping based on the item(s) weight and size. On certain oversized items, the shipping flat rate does not apply. If this is the case, the product detail page will state additional oversize shipping charge may apply.

I just ordered some fabulous items from your site. When are they going to arrive? Most items arrive in 5 - 15 business days after the day the item was shipped. Handcrafted and customized items, such as personalized tags, made-to-order collars, and hand-made clothing, will take longer. If the item has a long delivery time, it is usually mentioned in the product description.

Why did I receive several different packages for one order? We sometimes ship from different locations, so if you ordered multiple items, you may receive more than one package.

What if my package cannot be delivered? If your package is returned or refused for some reason, we will attempt to contact you via email or telephone. If we are not able to get in touch with you, your card will be charged for shipping and a 20% restocking fee. To avoid this problem, please make sure you entered the correct shipping address.

What is your return and exchange policy? We want you and your pet to be satisfied with your purchase. Any worn or used items may not be returned. Certain unused items may be returned, please see our return policy tab for details.

Where do I send my item for exchange or return? The address for returns and exchanges is as follows:

Lola & Penelope’s Attn: Returns and Exchanges 7442 Forsyth Blvd Clayton, MO 63105

Returns sent to any other address will not be honored.

When returning or exchanging an item, please include copies of your email receipt or the packing slip from the original order. This way we know which order to reference when crediting your account or exchanging your item. Please note that shipping fees are non-refundable.

What is your policy on custom orders? We do not allow returns or exchanges on custom or engraved orders. To ensure that you are satisfied with your selection, be sure to measure your dog and refer to the size chart provided in the product description. When ordering an engraved item, double-check your spelling.

What is your holiday return policy? Items purchased from November 15 through December 24 can be returned for store credit or exchanged by December 31. All other conditions of our standard return policy apply.

I changed my mind. Can I cancel my order? 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 15 days of receiving your order, so if you decided against the item, send it back to us, unused, with all tags and original packing and we'll refund you for your total, minus any shipping, handling and a 20% restocking fees.

I found several dog carriers on your site that I love! Are they airline approved? Most of our dog carriers are airline approved. However, airline specific requirements are constantly changing, so it's best to check with the airline you fly to determine their current carrier requirements. Once you have those, refer to the dimension listings for the carrier on the product description page. Still need help? Call or email us and we will help you choose something that will work for your flight.

My dog already has lots of dog clothing. That means I don't have to measure her when we're shopping for new clothes, right? Just like people clothing, dog clothing sizes vary from designer to designer. You should always measure your dog and refer to the size chart listed in the item description to make sure that adorable little sweater will fit her.

My pet wore his dog sweater to the park and then we decided it's just not the right color for him. Can I return or exchange it? No. We only accept items for return or exchange if they are in original and unused condition. Items that appear used or incomplete in any way will not be accepted, and will be shipped back to you.

Can I return dog treats? My dog didn't like them. We do not offer returns or exchanges on any perishable or food items, toys, customized, personalized or engraved items, and grooming products.

My Aunt Penelope bought me a dog dress from your website for Christmas. I have cats, not dogs. Can I return the dress for cash? If you choose to return the dress, you will receive store credit. But don't worry. We have lots of adorable things for cats too!

I have store credit. How do I use it? We issue store credit in the form of a gift certificate. This allows you to shop on our site and enter in your gift certificate information to pay for your items.

I emailed you. What’s taking you so long to write back? Due to various email settings, sometimes email from people you don't normally communicate with can accidentally end up in your spam folder. Check to make sure this hasn't happened. Feel free to resend your email, or just give us a call during customer service hours.

Do you have a print catalog? We have a physical store, but do not offer a print catalog.

Do you sell your items wholesale? No, we are a retailer only. We do not manufacture or sell any of our products to other retailers.

I am a wholesaler with some amazing products. How do I get in touch with you? We're always interested in hearing about new products. Please send your wholesale information, including pictures, pricing, minimums and any terms to info@lolaandpenelopes.com or by postal mail to: Lola & Penelope’s INC, 7742 Forsyth Blvd, Clayton, MO 63105. Please note any information sent to us, including samples, will not be returned. We'll take a look, and contact you if interested.

My pet and I love to go shopping. Do you have an actual, brick and mortar, store? Absolutely! We are located in Clayton, Missouri, a central suburb of St. Louis. Call us at 314-863-5652 before you arrive and schedule your pet for a spa treatment while you shop. We look forward to seeing you at our store!