FAQs

How do I reach you?
For the quickest response to your questions please email us at: sales@chicoandmilos.com. We usually respond within 2 hours of any email request.

Our voicemail number is 832-721-1384. You will need to leave a message for us to return.

Mailing Address:
Chico & Milo’s Dog House
1934 Timber Creek Dr.
Missouri City, TX 77459

How quickly do orders ship?
Orders will normally ship within 1-2 business days of order placement. However, many of our items are made to order and shipping can range anywhere from 2-8 weeks on those items.

How does shipping work?
We ship using USPS, Priority Mail. We offer Ground, 2 Day, and Overnight Express options.

Chico & Milo’s offers a $5.99 flat rate shipping cost (for standard shipping only) for any size order! Order one item or order a bunch, it’s all just $5.99!

• Flat rate applies to Standard Ground shipping to one address per order in the Continental U.S.
• At this time, we are unable to ship to international addresses, Alaska/Hawaii, APO addresses or US territories.
• Many of our items ship direct from the manufacturer and ship via UPS, DHL, FedEx or US Postal. Please inform us if your shipping address cannot receive packages from a certain carrier.
• Estimated ship times are provided on the individual product pages for your reference.
• If you need rush shipping on your order please call us for availability and costs.
• If you order more than one item and one or more of your items are backordered, your in-stock item(s) will be shipped per our normal processing time. Your backordered item(s) will be shipped separately at no additional charge when they become available.
• Incorrect or undeliverable addresses and refused shipments resulting in an item being "returned to shipper" will be charged for actual shipping fees.
• Undeliverable packages which require reshipment at the customer's request, are subject to a reshipment charge equivalent to the original shipping fees. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer. Should we be unable to reach the customer for resolution, a 25% restock charge will be applied and store refund will be issued for the balance. Shipping and handling is non-refundable.
• Orders that received free shipping as part of a promotion and are later returned or exchanged are subject to $5.99 shipping fee.

Are there quantity discounts available?
Yes. If you are interested in purchasing a large amount of product, please contact us first at sales@chicoandmilos.com and we will be happy to work with you on a price, depending on the size of the order. Please note that any quantity discount will need to involve a minimum of 10 items, but they do not have to be the same item.

Will I be charged sales tax?
Only if the order is being shipped to an address in Texas. In that case, Texas state sales tax will be added to your order.

What kinds of payment options to you have?
We accept Visa, Mastercard, Discover, and Paypal.

What is the return policy?
We want to make sure that your dog absolutely loves his or her shopping experience at Chico & Milo’s Dog House which is why we offer a 30 day guarantee under the following guidelines:

1. All returns/exchanges require a Return Merchandise Authorization Number (RMA), no exceptions will be made. Please email us at sales@chicoandmilos.com for an RMA number prior to your return. Return/Exchange Request. Returns or exchanges received without a Return Authorization will be refused and will not be processed.
2. All returns/exchanges must be in original packaging with tags attached, unused and in sellable condition.
3. If an item arrives damaged or defective you must contact us within 48 hours of receipt.
4. RETURN EXCEPTIONS: All beds, carriers, mats, blankets, special orders, belly bands, and panties are FINAL SALE. No exchanges or returns will be accepted, no exceptions! This policy has been implemented due to health reasons and dogs' aversions and tendencies to mark products that have the scent of another animal on them. We want to ensure that all of these products are unused for your pet!
5. All clearance and sale items are final sale.
6. We offer one FREE exchange per item. A $12 handling fee will be applied for any subsequent exchanges for that item. We will cover the shipping of the first exchange out to you as well. We do not reimburse the shipping charges for returning the item to us.
7. Please read the item descriptions carefully before ordering. Some of our items are custom ordered or not otherwise eligible for returns/exchanges.
8. Shipping and handling charges are not refundable.
9. Please allow one billing period for any refunds to appear on your credit card statement.
10. For your security, please return your items with an insured courier (e.g., FedEx, UPS, USPS Parcel Post) and retain your receipt. Chico & Milo’s is not responsible for items damaged or lost in transit.
11. Any item returned without a Return Authorization Number will NOT be processed and will be returned to customer at customer's own expense and/or additional restocking fee of 25% will be incurred.

Is my personal information that I give you secure?
Absolutely. We will not share your information with anyone. Please see our Privacy Policy for additional information.

Are transactions through your site secure?
Yes. We conduct our transactions through one of the industry leaders in security and protection. All credit card information is encrypted prior to transmission. Our processor is one of the few that meets the high standards of the Visa Cardholders Information Security Program (CISP).

How do I submit a new product t you for review?
If you would like your product to be considered for Chico & Milo’s, please send all literature and samples to: Chico & Milo’s New Product Submissions, 1934 Timber Creek Dr., Missouri City, TX 77459. If you would like your sample returned please include postage and/or insurance as Chico & Milo’s is not responsible for any shipping costs or damage/loss of your sample while shipping.

Do you wholesale your item?
Chico & Milo’s is a retail-only site and does not wholesale at this time. Thank you.

Can you help me determine the proper size for my dog?
Please note that all dog items are not created equal and this means that if your dog wears a “Small” from one designer it does not necessarily mean that she would wear a “Small” from another designer. We have provided individual sizing charts and/or sizing dimensions on the individual product pages to help you find the right size for your dog. Please measure your dog before purchasing to ensure the best fit possible or contact us for additional assistance!

General Measurement Guide:

• Length: The length of your dog’s back from her neck to the base of her tail.
• Chest: Measure around your dog’s chest at the widest point for the best fit.
• Neck: The neck is measured at the thickest point of the neck, which is right above your dog’s shoulder.
• Weight: Given as a general guide, but please check the dimensions as they are the best indicator of size. If your dog is between sizes or still growing, please go up to the next size. The majority of returned items are due to owners getting an item that is too small for their dog!

Clothing:

• Length: Exact length is best for sweaters and shirts, but coats should add a couple inches for the best fit. If your dog is deep in the chest or overweight please add 2 inches to the length.
• Chest: One of the best indicators of sizing for clothing, please follow note these dimensions if given for the item you are considering.
• Weight: Once again, just a general indicator of size. If you have a puppy or a dog that is between sizes, go up a size!

Carriers:

• Please make sure to look at the dimensions of the carriers for the correct size for your dog. It is important that your dog is able to turn around in the carrier and have a little wiggle room. Measure your dog and compare the dimensions to the dimensions of the carrier. If you are looking for an airline approved dog carrier, please contact your individual airline or you may always contact Chico & Milo’s for additional assistance!
  Collars/Harnesses:
• Neck: Measure at the thickest point of your dog’s neck, which is near the shoulder. Add 1-2 inches to the measurement to ensure a comfortable fit. If your dog is a puppy please go up to the next size as they are still growing.
• Chest: Important measurement for harnesses! Make sure to measure at the deepest part of your dog’s chest and add an inch for comfort. Once again, if it is a puppy or in between sizes, please go up to the next size!

Beds:

• Length: Measure your dog’s full length when stretched out. Please keep in mind that your dog can always curl up in the corner of the bed, but a bed that is too small will not allow your dog to stretch out if he chooses to stretch!

I have a question that isn’t answered here. What can I do?
Feel free to contact us at sales@chicoandmilos.com or by phone at 832-721-1384 with any additional questions.