FAQ

Why Shop With Lola and Sam?

Lola and Sam is a small, family owned online pet store in Los Angeles, California. We strive to find the highest quality yet affordable dog clothes, collars, beds, carriers, treats and plenty more. We value our customers and never see them as a 'nameless face'. We offer 24/7 customer service and are always just a message away, giving our customers the personal shopping experience. 

Is It Safe To Shop On This Site?

Lola and Sam assure you that it is safe to shop with us. Your online safety and sense of ease whilst shopping with us is very important. Please note the following:

The https: before our web address shows that our site has an SSL certificate, which protects sensitive information entered into our site as it travels from the site to a server.

The 'padlock' symbol before our address shows you that you have a secure connection to process payments through.

If you check the bottom right hand corner you will see our 'trusted site' icon- this means we have verified all of our information.

We are a McAfee SECURE certified site

How Much Is Shipping?

Lola and Sam are pleased to offer FREE shipping on all orders over $65.

I Just Placed My Order. When Will It Be Shipped?

Upon placing your order, you will receive a confirmation email. You will also receive a shipment tracking number when your order ships. 

Please allow 2- 5 business days for your item to ship, unless otherwise noted in the product's description. Once your order has shipped, please allow at 3-7 business days for your order to arrive.

What Is Your Refund And Exchange Policy?

Our return policy is 14 days. If it has been longer than 14 days since receipt of the item we will not be able to refund you.

To return a purchase, please contact us. Please do not return your order without prior authorization from Lola and Sam. Some of our products are non refundable unless they arrive damaged. Non refundable items will be marked in the listing.

Please note that we only issue refunds on refundable items that are unused and undamaged. Items that are returned with dirt, dog hair, saliva or in any condition other than pristine will not be refunded.

Unfortunately we do not cover the cost of returned items to Lola & Sam. A restocking fee may also be applied. We recommend that you use a trackable service as we cannot be held accountable for missing packages.

Please see our refund and exchange policy for more information.

Where Is My Order?

Upon placing your order you should have received an email with a trackable number for your package or packages. You can track your order by clicking on the tracking link provided in your shipping confirmation order. If you didn't receive this email or have misplaced it, please contact us  or email us at Jane@LolaAndSam.com and we will look into the matter for you.

I Have More Questions! What Should I Do?

It's natural to have more questions and we are always an email, live chat message or phone call away. Lola and Sam are always happy to help with any questions!

We have an easy to use form to Contact Us or you can email us at Jane@LolaAndSam.Com. Don't forget we also have live chat 24/7 and will be at the end the phone within business hours (PST) to receive texts and calls (PST).

Our number is (213) 536- 1969