Business Policy
Welcome to Wonton Collection, where we specialize in clothing for English Bulldogs. Our focus is on quality and making sure our customers are happy. Here, you'll find our policies that are clear and aim to make your shopping experience smooth. We're all about great clothes for your bulldog and straightforward service.
ORDER PROCESSING AND DELIVERY DETAILS
Operating Hours: Our dedicated team processes orders Monday through Friday, from 8:00 PM to 6:00 AM Eastern Standard Time, ensuring your purchases are handled promptly.
Selection of Shipping Partners: We offer a variety of shipping options, including UPS, FedEx, Aramex, USPS, and DHL. This selection caters to diverse needs and preferences, providing flexibility and convenience for international and domestic shipping.
Tracking Your Order: A tracking link is provided within 24 hours of shipping your order. For standard shipping within the US, please note that tracking updates will commence once the package has arrived at our US facility, due to our unique shipping process from Thailand.
Customs and International Shipping: Please be aware that if your package is being held by the destination country's customs, we have no control over this process, and the delivery time may be extended depending on the customs policies of each country. Additionally, we are not responsible for any customs fees or import duties that may be incurred. These costs are the responsibility of the recipient. We advise checking with your local customs office for more information on potential charges.
CRAFTSMANSHIP AND PRODUCTION TIME
Artisanal Craftsmanship: Emphasizing our dedication to quality, most of our offerings are handmade or made-to-order. This commitment to craftsmanship ensures that each product meets our high standards.
Estimated Production Times: Production times generally range from 10 to 20 days. However, during peak seasons or for particularly intricate items, this timeframe may extend up to 30 days.
Comprehensive Shipping: To minimize environmental impact and ensure efficiency, we ship your complete order in one package once all items are ready for dispatch.
MODIFYING YOUR ORDER
Flexible Changes and Cancellations: Recognizing the dynamic nature of shopping, we allow for order changes or cancellations within two days of purchase, with a full refund including shipping costs.
Restrictions Post-Cancellation Period: Beyond the initial two-day period, we're unable to accommodate alterations or cancellations, underscoring the importance of reviewing your order carefully.
REFUND, RETURN, AND EXCHANGE POLICIES
Addressing Order Discrepancies: If your order includes incorrect or defective items, please contact us with photo evidence within five days of receipt. We are committed to rectifying our mistakes with a full refund, including shipping costs.
Return Policy for Unwanted Items: Returns for unwanted items are accepted within three days of receipt. Customers will receive a discount code for the cost of the items. **Customers are responsible for all shipping costs, including return shipping.**
Non-Returnable Items: Please note, bomber jackets or custom-made and limited edition items are non-refundable and can not be returned or exchanged.
Return Shipping Guidance: We recommend using a trackable shipping method for returns. The customer is responsible for all associated shipping costs.
EXPANDED EXCHANGE POLICY
Eligible Items for Exchange: Exchanges are available for items (excluding bomber jackets and custom items) within three days of receipt, provided they are in unused condition with original tags attached. **Customers are responsible for all shipping costs, including the cost of returning the original item(s) and the shipping of the new item(s).**
Exchange Processing: Upon receiving and inspecting the exchange items, we will ship new items if in stock within 2-3 days. For out-of-stock or unavailable items, a discount code equal to the cost of the exchanged item(s) will be issued.
TAX AND DUTY INFORMATION
Customer Responsibilities: Import taxes and duties are the responsibility of the customer, ensuring a seamless and transparent delivery process without surprise fees.
RETURN AND EXCHANGE INSTRUCTIONS
Initiating a Return or Exchange: To start the process, please email us to obtain a Return Merchandise Authorization (RMA) number. Securely pack the item in its original packaging with proof of purchase, and send it to the designated address, based on your location:
For International Returns: Wonton & Co, Attn: Returns, RMA#...., 8/41 Nak Niwat 48 Yak 14-1, Lat Phrao, Bangkok, 10230, Thailand.
For US Returns: Wonton Collection, RMA#..... (John Sin), 45 River Dr S Apt 1003, Jersey City, New Jersey, 07310-3712, USA.
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ONESIE CUSTOMIZATION POLICY
Wonton Collection offers custom sizing for our onesie products to ensure a better fit for dogs with non-standard body types or customers who require personalized adjustments. There are two levels of customization available: Standard Custom and Premium Custom. Both options are strictly made-to-order. Once payment has been completed, no changes, cancellations, refunds, or exchanges will be accepted under any circumstances.
For Standard Custom is available for an additional fee of 30 USD, not including the base costume price and shipping. We modify our existing patterns based on four key measurements provided by the customer: neck, chest (measured just behind the armpits), body length (from the base of the neck to the base of the tail), and head circumference. These adjustments are made to improve the fit while maintaining the structure of our original design. All measurements must be taken using a tailor’s measuring tape, and clear photos of the measuring process must be submitted to wonton@wontoncollection.com, or any one of our customer service emails. Customers are responsible for ensuring that measurements are accurate. We will use these numbers exactly as provided, and we are not liable for any issues resulting from incorrect measurements. The measurements submitted must reflect the dog’s actual body size—not the dimensions of the outfit the customer expects to receive. Our team will interpret and adjust the pattern accordingly to fit the dog’s physical structure. Once the customer confirms their understanding of the policy and agrees in writing, we will issue an invoice. After payment is received, production will begin. Standard Custom orders are final and are not eligible for return, exchange, or refund under any circumstance. Orders cannot be modified or canceled once payment has been made.
For Premium Custom is available for an additional fee of 55 USD, not including the base costume price and shipping.. A new pattern will be drafted from scratch using a more detailed set of measurements to ensure a more accurate and tailored fit for dogs with unique body structures. The required measurements include neck, chest (measured just behind the armpits), body length (from the base of the neck to the base of the tail), head circumference, belly girth, front neck-to-front belly length, chest gap width (measured between the front legs), front leg length, Wrist circumference (Front and back legs),Rear leg Length (Measure from the top of the thigh or pelvis and run straight down to the back paw), and the length from forehead to neck. These measurements must also be taken using a tailor’s measuring tape, and each must be accompanied by clear, labeled photos sent via email. As with Standard Custom, customers are fully responsible for the accuracy of the measurements submitted. The measurements must represent the dog’s actual body size—not the finished garment. Our production team will design and construct the outfit based on the physical measurements provided, using professional judgment to ensure a comfortable fit.
Premium Custom orders allow for one exchange if needed. The customer will be required to pay a handling and return fee of $15 USD. Once payment is received, we will send the return label to the customer via email. The customer will need to print and attach the label to the return package and drop it off at any USPS or UPS location. No additional charge will be required at drop-off. The shipping fee for the replacement item is not included in this $15 fee and will be invoiced separately before the new item is shipped out. The exchange process will begin once the original item has been received at our US hub. As with all custom orders, no cancellations, modifications, or refunds will be permitted after the invoice has been paid and production has started.
Custom sizing is a made-to-order process that requires clear communication and full agreement to our policy. Customers must confirm in writing that they have read, understood, and agreed to the terms above before we proceed with invoicing and production. Custom fees are non-refundable under all circumstances once production has begun.
For assistance or questions regarding measurements, customers can email wonton@wontoncollection.com, or any one of our customer service emails before placing a custom order.
TUXEDO CUSTOMIZATION POLICY
Wonton Collection offers custom sizing for our tuxedo products to ensure a perfect fit for dogs with non-standard body types or customers seeking a more personalized look. There are two levels of customization available: Standard Custom and Premium Custom. Both options are strictly made-to-order, and once payment has been completed, no changes, cancellations, refunds, or exchanges will be accepted under any circumstances.
Standard Custom is available for an additional fee of 5 USD and can be selected directly on our website. This option includes basic pattern adjustments based on four key body measurements: neck circumference, chest circumference (measured just behind the front legs), body length (from the base of the neck to the base of the tail), and head circumference. Customers choosing this option are not required to send confirmation photos via email but are fully responsible for measuring their dog accurately. All measurements must reflect the dog’s actual body size, not the desired size of the tuxedo. We will use the numbers provided as-is to adjust the pattern and cannot be held responsible for any fit issues caused by incorrect or estimated measurements.
Premium Custom is available for an additional fee of 40 USD, not including the base tuxedo price and shipping. This option allows customers to select the fabric and color from our available stock. While we’ll do our best to match your preferences, fabric availability depends on current inventory. Please note that colors may appear slightly different in photos due to lighting or screen settings. Fabric options will be reviewed and confirmed with you before invoicing. Once the invoice is paid, production will begin.
Premium Custom uses the same base tuxedo pattern as Standard Custom but includes both fabric and sizing customization. The required measurements for this option are: neck circumference, chest circumference (measured just behind the front legs), body length (from the base of the neck to the base of the tail), and wrist circumference (front legs). All measurements must be submitted with clear, labeled photos for verification. As with all custom orders, measurements must reflect the dog’s actual body size, not the size of the finished garment. Customers are fully responsible for the accuracy of the measurements provided.
Due to the handcrafted and personalized nature of our tuxedo customization process, no changes, modifications, cancellations, or refunds will be accepted once payment is made and production has started. This policy applies to both Standard and Premium Custom tuxedo orders. Premium Custom tuxedos are also non-exchangeable, regardless of fit, as both the fabric and sizing are tailored specifically to your request.
Before placing a custom tuxedo order, customers must confirm in writing that they have read and understood this policy. If you have any questions about how to measure your dog or would like to inquire about available fabric options, please contact us at wonton@wontoncollection.com. We're happy to assist you to ensure you feel confident before placing your order.
OUR PROMISE TO YOU
At Wonton Collection, we are passionate about delivering exceptional products and services. Our comprehensive policy is designed to ensure a clear, straightforward, and satisfying experience from the moment you explore our offerings to the post-purchase support. We cherish your choice to shop with us and are here to assist every step of the way.
CUSTOMER SERVICE AND SUPPORT
Contact Information: For questions or additional information, please reach out to wonton@wontoncollection.com