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Customer Service We strive to provide excellent customer service and are always willing to assist you with any questions or issues you may have. Please email* us at anytime or contact us at 314 863 5652 during our customer service hours from 10 AM to 6 PM Central Time, Monday through Saturday. We will respond as soon as possible.
Email: info@lolaandpenelopes.com Phone: 314-863-5652 Fax: 314-863-5638 *Please note that due to various email settings, our email message may be delivered to your spam or bulk mail folder.
Sizing We strive to provide accurate sizing information for all our products. Due to differences in manufacturer's sizing and product specifications, we highly recommend you consult the individual product sizing guide and that you measure your pet to ensure an accurate fit.
Length measurements should be taken from the base of neck to the base of tail. The length of pet clothing is a personal decision- some prefer shorter fits on their pets and some prefer a longer fit. We provide the length of the clothing item. Barrel chested pets should go up one size if a longer fit is desired.
Neck and chest measurements should be taken at the widest point.
It is not reliable to purchase our items based on your pet's breed or weight. All our dog clothes, dog collars, dog carriers, dog beds, and other pet products are sized in inches. Please contact us at info@lolaandpenelopes.com if you need assistance with sizing.
Shipping Charges & Delivery 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. On certain oversized items, the shipping calculation table does not apply. If this is the case, the product detail page will state additional oversize shipping charge may apply. The oversize charges will be emailed to you for approval before we process the order.
There is the possibility of orders being fulfilled from different locations, thus items may be shipped by any one of these delivery services. 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.
At this time, we can only sell and ship items to the Continental U.S., Alaska, Hawaii, U.S. Territories (Puerto Rico, U.S. Virgin Islands), Canada and US APO/FPO military stations. Shipping may be subject to other geographic restrictions that apply to particular products.
You can expect most packages to be delivered to their destination within 5 - 15 business days from the ship date. Please remember that certain larger items, like beds, or customized items can take up to eight weeks for delivery.
If you have been waiting over fifteen business days (three weeks) for your order, and have still not received it, please contact us at info@lolaandpenelopes.com for assistance.
Product Availability Occasionally, we may take your order and consequently discover that the item is not available for shipping (i.e., it is backordered, 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.
Canceling an Order Unfortunately, orders cannot be cancelled once you have completed the checkout process. Due to our commitment to processing your order quickly, once the checkout process is completed, we immediately prepare your order for shipment. We apologize for any inconvenience that this may cause you.
Prices and Tax 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 in Missouri are subject to 7.575% sales tax.
Product Descriptions and Images We work with our vendors to provide accurate and complete descriptions and representations of our products. However, Lola & Penelope’s does not warrant that product descriptions, photos or other content of this site is accurate, complete, reliable, current, or 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.
If a product offered by Lola & Penelope’s is not as described, your sole remedy is to return it in its original and unused condition. We apologize for any inconvenience.
Purchases and Methods of Payment We can accept orders through our web site (www.LolaAndPenelopes.com), by fax (314 863 5638) or by telephone (314 863 5652). The methods of payment we accept are Visa, MasterCard, American Express, and Discover. We can only sell and ship items to addresses in the Continental U.S., Alaska, Hawaii, U.S. Territories (Puerto Rico, U.S. Virgin Islands), Canada and US APO/FPO military stations.
Exchange and Return Policy We want you to be satisfied with your purchase. If for any reason you are displeased with your purchase, simply return the item(s) to us unused within 10 days after receipt for a store credit. A 20% restocking fee will be applied.
In the event of a desired exchange, please avoid placing a separate order for replacement merchandise. You will be charged automatically for that order and issued a store credit for returned item(s).
All store credits will expire one year from the issue date and will be honored on-line or in one of our retail boutiques. We do not refund shipping charges nor accept COD returns. Please be advised: All returned merchandise must be in original condition. Furthermore, we cannot accept returns of the following items:
Custom Orders - Custom orders cannot be exchanged or returned. Please note details within each item's description before making your final decision. This also includes personalization of any kind or anything not offered in our boutique by way of design, color, size, etc.
Carriers, toys, beds, blankets and dens. – Due to health regulations, we can not accept returns on these items. Therefore, please note details, sizes, weight restrictions, etc. before making your final decision.
Specials/Sales – Because these items have been marked "Specials" or are offered in our “Sale” section, they are considered non-refundable and all sales of these items are final. Also, any items that are marked as "Specials" or “Sale” are only exclusive to web purchases only and do not include in-store sales.
Holiday Items - Items purchased from November 15 through December 24 can be returned by December 31. All other conditions of our standard exchange and return policy will apply. For holiday dog clothing and accessories a one time size exchange is allowed, no returns or store credit.
Returns Please send all returns to: Lola & Penelope’s Attention: Returns Dept. 7742 Forsyth Blvd Clayton, MO 63105
We are not responsible for items returned to any other address.
For your protection, we recommend you use Federal Express, 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 20 days will not be accepted for exchange or return and will be shipped back to the customer.
To qualify for an exchange or store credt, all items must be returned in its 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. We will not accept returns if the packaging is not in its original condition and will return such items to you. If you reject that return shipment, Lola & Penelope’s reserves the right to liquidate the inventory and withhold credit.
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.
Thank you for honoring these exchange and return policies, so that we can continue to provide you a large selection of quality products.
Restocking Fees A 20% restocking fee will be applied to the items you wish to return.
Non-Deliverable, Refused or Unclaimed Orders 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 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 20% restocking fee. 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.
Our Commitment To Your Privacy
Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns.
What Information Is Collected:
As part of the order process, the following information is collected from shoppers:
Name Shipping/Billing Address Email address Phone number Credit/Debit Card Information
We use this information to process your order and place your email in our database so we can send you store information. You can opt out of the email list at anytime. Credit card information is destroyed after your product is shipped.
Our Commitment To The Security of Your Data
Lola & Penelope's values your privacy. All of your personal information will remain confidential and will never be distributed or sold to any third party for any reason.
Customer Service We strive to provide excellent customer service and are always willing to assist you with any questions or issues you may have. Please email* us at anytime or contact us at 314 863 5652 during our customer service hours from 10 AM to 6 PM Central Time, Monday through Saturday. We will respond as soon as possible.
Email: info@lolaandpenelopes.com Phone: 314-863-5652 Fax: 314-863-5638 *Please note that due to various email settings, our email message may be delivered to your spam or bulk mail folder.
Sizing We strive to provide accurate sizing information for all our products. Due to differences in manufacturer's sizing and product specifications, we highly recommend you consult the individual product sizing guide and that you measure your pet to ensure an accurate fit.
Length measurements should be taken from the base of neck to the base of tail. The length of pet clothing is a personal decision- some prefer shorter fits on their pets and some prefer a longer fit. We provide the length of the clothing item. Barrel chested pets should go up one size if a longer fit is desired.
Neck and chest measurements should be taken at the widest point.
It is not reliable to purchase our items based on your pet's breed or weight. All our dog clothes, dog collars, dog carriers, dog beds, and other pet products are sized in inches. Please contact us at info@lolaandpenelopes.com if you need assistance with sizing.
Shipping Charges & Delivery 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. On certain oversized items, the shipping calculation table does not apply. If this is the case, the product detail page will state additional oversize shipping charge may apply. The oversize charges will be emailed to you for approval before we process the order.
There is the possibility of orders being fulfilled from different locations, thus items may be shipped by any one of these delivery services. 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.
At this time, we can only sell and ship items to the Continental U.S., Alaska, Hawaii, U.S. Territories (Puerto Rico, U.S. Virgin Islands), Canada and US APO/FPO military stations. Shipping may be subject to other geographic restrictions that apply to particular products.
You can expect most packages to be delivered to their destination within 5 - 15 business days from the ship date. Please remember that certain larger items, like beds, or customized items can take up to eight weeks for delivery.
If you have been waiting over fifteen business days (three weeks) for your order, and have still not received it, please contact us at info@lolaandpenelopes.com for assistance.
Product Availability Occasionally, we may take your order and consequently discover that the item is not available for shipping (i.e., it is backordered, 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.
Canceling an Order Unfortunately, orders cannot be cancelled once you have completed the checkout process. Due to our commitment to processing your order quickly, once the checkout process is completed, we immediately prepare your order for shipment. We apologize for any inconvenience that this may cause you.
Prices and Tax 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 in Missouri are subject to 7.575% sales tax.
Product Descriptions and Images We work with our vendors to provide accurate and complete descriptions and representations of our products. However, Lola & Penelope’s does not warrant that product descriptions, photos or other content of this site is accurate, complete, reliable, current, or 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.
If a product offered by Lola & Penelope’s is not as described, your sole remedy is to return it in its original and unused condition. We apologize for any inconvenience.
Purchases and Methods of Payment We can accept orders through our web site (www.LolaAndPenelopes.com), by fax (314 863 5638) or by telephone (314 863 5652). The methods of payment we accept are Visa, MasterCard, American Express, and Discover. We can only sell and ship items to addresses in the Continental U.S., Alaska, Hawaii, U.S. Territories (Puerto Rico, U.S. Virgin Islands), Canada and US APO/FPO military stations.
Exchange and Return Policy We want you to be satisfied with your purchase. If for any reason you are displeased with your purchase, simply return the item(s) to us unused within 10 days after receipt for a store credit. A 20% restocking fee will be applied.
In the event of a desired exchange, please avoid placing a separate order for replacement merchandise. You will be charged automatically for that order and issued a store credit for returned item(s).
All store credits will expire one year from the issue date and will be honored on-line or in one of our retail boutiques. We do not refund shipping charges nor accept COD returns. Please be advised: All returned merchandise must be in original condition. Furthermore, we cannot accept returns of the following items:
Custom Orders - Custom orders cannot be exchanged or returned. Please note details within each item's description before making your final decision. This also includes personalization of any kind or anything not offered in our boutique by way of design, color, size, etc.
Carriers, toys, beds, blankets and dens. – Due to health regulations, we can not accept returns on these items. Therefore, please note details, sizes, weight restrictions, etc. before making your final decision.
Specials/Sales – Because these items have been marked "Specials" or are offered in our “Sale” section, they are considered non-refundable and all sales of these items are final. Also, any items that are marked as "Specials" or “Sale” are only exclusive to web purchases only and do not include in-store sales.
Holiday Items - Items purchased from November 15 through December 24 can be returned by December 31. All other conditions of our standard exchange and return policy will apply. For holiday dog clothing and accessories a one time size exchange is allowed, no returns or store credit.
Returns Please send all returns to: Lola & Penelope’s Attention: Returns Dept. 7742 Forsyth Blvd Clayton, MO 63105
We are not responsible for items returned to any other address.
For your protection, we recommend you use Federal Express, 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 20 days will not be accepted for exchange or return and will be shipped back to the customer.
To qualify for an exchange or store credt, all items must be returned in its 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. We will not accept returns if the packaging is not in its original condition and will return such items to you. If you reject that return shipment, Lola & Penelope’s reserves the right to liquidate the inventory and withhold credit.
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.
Thank you for honoring these exchange and return policies, so that we can continue to provide you a large selection of quality products.
Restocking Fees A 20% restocking fee will be applied to the items you wish to return.
Non-Deliverable, Refused or Unclaimed Orders 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 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 20% restocking fee. 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.
Our Commitment To Your Privacy
Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns.
What Information Is Collected:
As part of the order process, the following information is collected from shoppers:
Name Shipping/Billing Address Email address Phone number Credit/Debit Card Information
We use this information to process your order and place your email in our database so we can send you store information. You can opt out of the email list at anytime. Credit card information is destroyed after your product is shipped.
Our Commitment To The Security of Your Data
Lola & Penelope's values your privacy. All of your personal information will remain confidential and will never be distributed or sold to any third party for any reason.