What are your store hours of operation?
You may order electronically from our user-friendly, secure website 24 Hours/Day, 7 Days/Week.
What are your telephone hours of operation?
Monday-Friday 12:00 Noon - 8:00 PM (Eastern Time)
We are closed Saturday and Sunday and we do not process orders or answer calls on the weekend.
Please Note
If you receive our voicemail during regular business hours, we are probably on another line. Please leave a brief message and we will return your call within 48 hours. You may leave a voice message and/or send an e-mail, if you like. Either way, we will get back with you ASAP.
Do you have a toll-free telephone number?
Yes! It's 866-PET-TAIL (866-738-8245)
What is your mailing address?
How can I get a faster response to my inquiry?
For a faster response, please email
Customer Care.
What are your shipping/handling rates?
Please view our
Shipping Chart
Do you offer free shipping?
We occasionally email monthly updates, which sometimes include free shipping offers and coupons. To receive such coupons and specials, please sign up to our mailing list.
Do you charge sales tax?
Florida State residents are automatically charged applicable sales tax. We do not charge any sales tax for orders that ship outside Florida. The state sales tax rate is 6.5%.
What is your return policy?
We want you to be completely satisfied with all of your purchases from us. Therefore, if you are not happy with your order from Upscale Pup, you may return the item to us for a refund or exchange. Please view our
Return Policy.
I'm a manufacturer/designer: How do I submit wholesale products and information?
Thank you for your interest in our Boutique carrying your product(s). To submit your product(s) for our consideration, please send your catalog, and/or brochures, price list, ordering information, and a sample product to:
Upscale Pup
Attention: Purchasing Department
191 Pine Cone Dr.
Ormond Beach, FL 32174
Do you offer a mail order catalog?
Sorry, but we do not offer a mail-order catalog at this time. We offer our virtual online catalog, which is a wonderful, secure way to shop for unique items from the comfort of your own home or office.
What do I do if I have a special order request?
If you are interested in an item that does not list your size or style requirement (or specifically lists, "Special Order Only"), please feel free to contact customer care by phone or e-mail.
Some of our items can be specially ordered to accommodate unique sizes.
Do you carry all of the items shown on your website in your warehouse?
Even though we stock a large inventory, we do not carry all of our products in all sizes at all times. We do our very best to provide you with an accuarate time frame for shipping and delivery. Many product descriptions specifically list shipping information for your convenience. However, some items may be temporarily out of stock. If this is the case, we will notify you by e-mail and give you the option to wait for the item. The majority of our manufacturers/designers are very quick to ship, so your delivery time would not be lengthy if your item is backordered.
Do you offer gift wrapping services?
Yes! Whenever possible, we are pleased to offer our gift wrapping services, so that items are ready (and packaged beautifully) for you to give upon receipt. We also offer direct shipping to your gift recipient. Personalized messages/cards are available as well. Please view our
Gift Services Department.
Is there anything I should know about holiday delivery?
Yes! Please order holiday related items as soon as possible before the big rush occurs. By doing so, you will ensure the best selection and allow for standard delivery charges (as well as avoiding the heartbreak of missing a shipping deadline and not receiving your package in time for a particular holiday, especially Christmas).
Do you have a physical store location that I can visit?
No, we are virtual store only and do not have a retail location at this time.
