Returns and Exchanges

All returned items must be in new, unused and re-sellable condition and received by us within 14 days of receipt of purchase for merchandise exchange or store credit only. All tags must be attached. NO EXCEPTIONS. Please e-mail us at maddiesbackyard@gmail.com to notify us of the return. Sale items are final and non-refundable. Special orders are non-refundable. For sanitary reasons, the following items cannot be returned or exchanged: personalized or engraved items, toys, food, beds, perishable and grooming products. Shipping costs are not refundable. Return shipping expenses are to be paid by the customer. We are not responsible for any returned packages lost in shipping. Please be advised that until there is proof that we have received your merchandise, it is still considered your property. For your protection, we suggest you send your returns via FedEx, UPS or by US Mail. We highly recommend purchasing insurance and delivery confirmation for tracking purposes.

Returns may be sent to:

Maddie's Backyard
Attn: Returns
236 SW 10th Street
Ocala, FL 34471

Standard Delivery Time & Fees

The standard delivery time is 7 to 14 days for in-stock, non-serviced items. Please note that items sent directly from our suppliers or oversize items may take longer.

Maddie ships via United States Postal Service (USPS) or FedEx. A flat-rate shipping fee of $5.95 will be applied to every order at checkout. Orders over $100 will receive FREE SHIPPING by entering promo code FREESHIP100 at checkout. No weekend or holiday delivery is available. Oversized and overweight packages may incur additional charges. Orders are charged at the time of checkout. Items ordered together may or may not arrive in the same box. For international orders, please contact us for pricing information.

*Local Web orders will not incur a shipping fee and may be picked up at our shoppe, located at 236 SW 10th Street in Ocala, FL.

Rush Orders

At times we may be able to accommodate rushed orders.  Please contact us at 352-390-8656 if you need your order to be rushed and we will attempt to accommodate you.  Rush orders include expedited shipping, in-house processing rush and rush ordering through our manufacturers.  Please be aware that rush orders will incur an additional fee.

Standard Method of Shipping

Orders usually ship via FedEx, US Postal Service or UPS ground. We ask that our customers please provide shipping addresses that can accept UPS shipments (no P.O. Boxes please).

Tax

Residents of the state of Florida will be charged all applicable sales tax (6%).

Personal Checks and Money Orders

Maddie’s Backyard will accept orders paid with a personal check or money order. Please call us at 352-390-8656 to place your order. Please understand that orders paid for with a check will take additional time to process, as these orders are not shipped until your check has cleared. There is a return check fee of $35.

Phone Orders

If you prefer to place your order via the telephone, please feel free to call us at 352-390-8656 during the hours listed below:

10 a.m. - 5 p.m. ET, Tuesday - Friday

10 a.m. - 4 p.m. ET, Saturdays

Wholesale

Maddie's Backyard is strictly a retailer of upscale pet products. We currently do not sell any of our items wholesale.

Special Orders

If you are in the market for something specific for your pampered pooch, we will strive to find it as promptly as possible. Special orders may incur an additional fee, as we may not add the specific item to our regular inventory. To request a special order, please e-mail us at maddiesbackyard@gmail.com or call us at 352-390-8656.

Sizing

Maddie's Backyard cannot guarantee that its sizing recommendations will fit every dog. The sizing charts provided are approximate. We recommend measuring your dog carefully before making your final selection. If you are unsure about the sizing, we recommend going up a size.

Privacy

You can shop at www.maddiesbackyard.com online with confidence. We have partnered with PayPal, a leading payment gateway since 1998, to offer safe and secure credit card transactions for our customers. For more information, visit www.paypal.com.