FAQs

How do I reach you?
The fastest way to reach us is via email at sales@chicoandmilos.com. Most emails are responded to within 12 hours. Otherwise, you may leave a voice mail for us at 888-800-9520.  We will return your phone call after 6:00 p.m. CST Monday-Friday, and from 9:00 a.m. to 6:00 p.m. on Saturday/Sunday.   

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

How quickly do orders ship?
In-stock merchandise is normally shipped within 1-2 business days. 

Please allow sufficient time for your product to arrive if you are ordering for a special occasion. Should you need faster shipping, that can be provided, but a surcharge of $25 will apply per order, not per product ordered.

In-stock orders will normally ship within 1-2 business days of order placement.

However, in order to offer you the wide array of choices that we do, almost all of our breed specific gifts are made to order and shipping can range anywhere from 2-8 weeks on those items.  Please note, however, that many of our breed specific items do ship within 2-3 business days.  For the most part, any non-flag item without a product ID number in its description does have a short turnaround time.

All garden flags normally ship within 2-3 weeks.  Please allow up to 8 weeks for shipping of house flags. 

Please allow 3-4 weeks for shipping on all beds and blankets as these items are also custom made at time of order.  Since these are not factory made items and instead are individually sewn, this provides you with the ulimate in quality for both you and your dog. 

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

Chico & Milo’s offers a $5.99 flat rate shipping cost (for standard shipping only) for any size order! It does not matter how much you order, one item or many, the shipping cost of $5.99 per order remains the same.

Flat rate applies to Standard Ground shipping to one address per order in the Continental U.S. 
 

• Almost all of our breed specific items ship direct from the manufacturer, in order to provide you with the largest variety of products that we can. Since we offer over 10,000 breed specific items, it is impossible to carry them all in stock. These items will ship from our manufacturer via UPS, DHL, FedEx or US Postal. Please inform us if your shipping address cannot receive packages from a certain carrier.
• If another type of item is not in stock, to ensure the fastest delivery time to you, we will also have that item shipped directly to you from the manufacturer.
• 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.

Can I use International Shipping?

Please see our instructions regarding international shipping on the main page of our web site.  In order to provide our customers with the best international shipping rates, we have contracted with Bongo International for all international shipments. 

Do you provide quantity discounts?
As huge supporters of both breed groups and animal rescue groups, we are always willing to work with you to provide you volume discounts. Please email us at sales@chicoandmilos.com, identify what you are interested in purchasing and the quantity, and we will provide you with a price. Our discounts are determined by size of order, the more you order, the larger the discount! 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?
If the order is being shipped to any location within the State of Texas, 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. Please note that your credit card is charged at the time you place your order, regardless of when the item will ship. This is a function of our merchant services account, and not a function of Chico & Milo’s Dog House.

What is the return policy?
We offer a 30 day guarantee under the following guidelines:

1. All returns/exchanges must be in original packaging with tags attached, unused and in sellable condition. You must first notify us at sales@chicoandmilos.com prior to return of the item(s) as to the reason for the return and whether you wish to exchange the product at that time or receive a store credit.
2. DAMAGED OR DEFECTIVE MERCHANDISE. All damaged or defective merchandise must be reported to us within 48 hours of receipt of the merchandise. No exceptions. You must also email us a photo of the alleged damage. The defective or damaged merchandise will be exchanged for the exact same item only.
3. A store credit will be issued to you upon receipt of your returned item. You will have 6 months to use the store credit. We do not issue refunds.
4. RETURN EXCEPTIONS: All holiday merchandise, beds, carriers, mats, blankets, special orders, belly bands, and panties are FINAL SALE. No exchanges or returns will be accepted, no exceptions! This policy is implemented out of consideration for our customers as no customer would want to purchase a product that has been potentially marked by another animal. Health and sanitary issues are the primary concern for all of our customers, and Chico & Milo’s strives to provide the best, safest and healthiest service to all our customers.
5. All clearance and sale items are final sale.
6. One FREE exchange will be offered per returned item. Subsequent exchanges will each require a $12.00 handling fee which must be provided to Chico & Milo’s Dog House prior to shipment of the second or subsequent exchange. We cover the shipping cost for the first exchange only. but do not reimburse you for the cost of 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. For your security, please return your items via FedEx, UPS, USPS or a company of your choice that will provide you with delivery confirmation. Chico & Milo’s is not responsible for items damaged or lost in transit.
10. Any item returned without prior email authorization from Chico & Milo’s will NOT be processed, and will be either be returned to customer at customer's own expense or assessed a restocking fee of 25%.

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 to you for review?
We are always striving to adapt to the changing market and look at new ideas and product. If would like your product to be considered for inclusion on our web site, please send all photographs, brochures or samples to Chico & Milo’s Dog House, 1934 Timber Creek Dr., Missouri City, TX 77459, or if electronic, you may email us at sales@chicoandmilos.com If you provide us with product samples and wish that those samples be returned to you, please provide a prepaid shipping return label and packaging with your product submission. Chico & Milo’s is not responsible for any damage or loss to your sample while shipping.

Do you wholesale your item?
We do not wholesale any of our products at this time. 

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 888-800-9520 with any additional questions.