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Service Guarantees


If Mutts & Mousers delivers a gift basket or gift with a service guarantee after the applicable guaranteed delivery time on the applicable guaranteed delivery day, Mutts & Mousers will, upon request by the Gift Sender, issue the Gift Sender a refund or credit (at Mutts & Mousers option) in respect of the delivery.

In the event that a gift or gift basket covered by a service guarantee is not delivered in accordance with the applicable service guarantee, Mutts & Mousers will, at its option, refund or credit a Gift Sender, upon request, an amount equal to the difference between (a) the delivery fees paid by the Gift Sender and (b) the delivery fees that would apply to the delivery service that was actually received.

If Mutts & Mousers cannot deliver a gift or gift basket with a service guarantee on the applicable guaranteed delivery day, delivery will take place by End of Day on the business day specified by Mutts & Mousers.

The following limitations apply to guaranteed deliveries:
(i) The delay must not be caused by some event beyond Mutts & Mousers control, including but not limited to, those items described in “Liability of Mutts & Mousers – Events Beyond Mutts & Mousers Control”.
(ii) The delivery must not be left in a “Drop Box” after the posted pickup time; must not require pickup after local cut-off times; and must not be tendered to Mutts & Mousers after local cut-off times.
(iii) The service guarantee may be suspended, modified or revoked at Mutts & Mousers sole discretion.
(iv) The service guarantee will not apply to the following deliveries:
a) Deliveries originating from or destined to points deemed by Mutts & Mousers to be remote, where such points are not serviced directly by Mutts & Mousers' couriers;
b ) Undeliverable or returned deliveries;

For details about the applicable geographic and other service limitations as may be determined by Mutts & Mousers from time to time, please contact Mutts & Mousers.


To obtain a refund or credit where applicable in accordance with Mutts & Mousers service guarantee(s), Customers should call the telephone number on their invoice or contact cs@muttsmousers.com and be ready to provide their Order number. Mutts & Mousers must receive a request for refund or credit in respect of a delivery to which a delivery service guarantee applies within 14 calendar days after the order was delivered or scheduled to be delivered.

Mutts & Mousers reserves the right, at its sole discretion, to refuse a request for a refund or credit of delivery charges for any delivery, when such request is made by any party other than the payer of the delivery charges.