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.