Happy & PollyReviews of happyandpolly.com

Response from Happy & PollyAug 18, 2023

Hello, Thank you for your feedback. We understand your frustration regarding the shipping time. We apologize for any inconvenience caused. Could you please contact us at [email protected] with additional details, such as videos or photos showcasing the issue you mentioned? This will greatly assist us in addressing the issue effectively. We'll assign a dedicated colleague to follow up on your case and they will respond within 48 hours. Rest assured, we are committed to finding a suitable solution for you. Regarding shipping times, typically, local stocked products will arrive within 3-7 business days. For pre-order products, it needs approximately 4-6 weeks. If you're ordering a customized product, kindly allow for a production and shipping duration of approximately 10-20 days. We are dedicated to continuously improving our delivery time to provide our cat parents with an even more efficient and expedited shipping experience. We appreciate your support and patience,and we look forward to resolving this matter to your satisfaction.

Response from Happy & PollyAug 17, 2023

Hello, We are genuinely sorry for the inconvenience and disappointment you faced with the Double Door Airbox Cat Carrier. Based on your description, the cat carrier arrived in a broken condition. The damage might have occurred due to the violent delivery. Happy & Polly will issue an exchange or a full refund including shipping for any damaged, defective, or mis-shipped items. Please reach out to our customer support team at [email protected] with your order details, product damages and we will do our best to assist you further. Instances of the cat carriers breaking shortly after use are not common, as they are crafted to ensure durability over time. We take the quality and longevity of our products seriously. In order to better assess the situation you've encountered, could you kindly share videos that showcase the damage? By reviewing the videos, we can gain a clearer understanding of the problem. Regarding the packaging concern you've raised, we will promptly forward your advice to our logistics department for review. We will certainly take your advice into consideration as part of our ongoing improvement process. Thank you again for choosing Happy & Polly, and we hope to restore your faith in our products through a positive resolution.

Response from Happy & PollyAug 14, 2023

Hello, We sincerely apologize for any inconvenience this has caused. We have already reported it to our customer service team about your situation, and they are actively working on finding a solution that meets your needs. Whether that involves sending you the missing screw or arranging a refund, we will ensure that the appropriate steps are taken to address your concerns. If you have any further questions or if there's anything else you'd like to discuss, please don't hesitate to send emails to [email protected]

Response from Happy & PollyAug 11, 2023

Hello, We extend our sincere apologies for the inconvenience you've experienced. As per our refund policy, we need to conduct a review of the returned product, which typically takes 2-3 business days(Please check the link below for more info: https://happyandpolly.com/pages/return-refund). Once the review is complete, we will proceed with processing the refund. Please note that the refund will be credited back to your original payment method within 7-10 bussniess days, depending on your payment method and bank's processing time. To expedite the resolution process, we kindly ask that you contact our dedicated customer support team at [email protected]. And, we'll check your refund with the bank. We sincerely appreciate your patience and understanding throughout this process.

Response from Happy & PollyAug 9, 2023

Hello, We extend our sincere apologies for the inconvenience stemming from the delay in delivering your Cat Tree. In accordance with our Return & Exchange policy, Happy & Polly needs to apply or get the return tracking number prior to dispatching the replacement cat tree, which could inadvertently lead to further delays. Please visit the following link for more details: https://happyandpolly.com/pages/return-refund And, there was a slight delay due to the increased shipping demand. Hope you can understand. To expedite the resolution process, we kindly ask that you contact our customer support team at [email protected]. When reaching out, please provide essential order information such as the order number and associated email address. This information will enable us to promptly furnish you with your delivery details within a 48-hour upon receiving your email. We sincerely appreciate your patience and understanding throughout this process.

Response from Happy & PollyAug 3, 2023

Hello, We are deeply sorry for your loss. We sincerely apologize for the disappointing experience with the Custom Stamp. We want to make things right for you and ensure that your beloved furriend is commemorated in the most accurate and meaningful way possible. To address this issue, we would like to request some additional information from you. Could you kindly provide us with a clear photo of your furriend and the stamp you received? You can send the information to [email protected]. Rest assured, our team is fully dedicated to resolving this matter to your utmost satisfaction. We understand the importance of preserving the memory of your furry companion in the most heartfelt manner. We are here to assist and support you during this time.

Response from Happy & PollyAug 3, 2023

Hello, Thank you for taking the time to share your feedback about the functionality of the fountain you received. Regarding the pump and water flow issue, we recommend checking the installation of the water fountain and adjusting the water flow(starting from 0:34) using the following instructional video: https://www.youtube.com/watch?v=59rgkerunEc&t=1s And, please make sure that water level does not exceed the surface of the pump. If you have followed the instructions in the video and the problem persists, please do not hesitate to reach out to us at [email protected] with videos showcasing the issue. This will help us assess the situation more accurately and determine the most suitable resolution for you. Rest assured, we are committed to finding a suitable solution for you.

Response from Happy & PollyAug 3, 2023

Hello, Thank you for taking the time to share your thoughts with us. We appreciate your feedback regarding Return & Refund. As per our refund policy, we need to conduct a review of the returned product, which typically takes 2-3 business days(Please check the link below for more info: https://happyandpolly.com/pages/return-refund). Once the review is complete, we will proceed with processing the refund. Please note that the refund will be credited back to your original payment method within 7-10 days, depending on your payment method and bank's processing time. To assist us in checking the status of refund , could you kindly provide us with your order number and email address? This will enable us to check the current status of your refund and ensure that everything is processed smoothly. If you have any further questions or concerns, please don't hesitate to reach out to us. Thank you for your understanding and patience.