Shop By Designer

Join Us

Download PDF of this page  Print this page
Home » Customer Service

Customer Service


Phone: 888 636-7798
Address: 2020 Prairie Lane Suite 101, Eau Claire, WI 54703
Hours: Monday-Friday 9am-4pm CST

Don't forget to check your spam/ junk folder. Depending on your filters, emails may end up there.


Please see our detailed shipping page.


Customer satisfaction is very important to those at If a product fails to meet your expectations, you can return it to us in its original and unused condition within 14 days for either an exchange, refund, or merchandise credit. If an item was ordered using free shipping, a $6.95 restocking/shipping fee will be deducted from the refund. All other shipping costs will not be refunded. If you have a question about a product’s return policy please contact us. See below for exceptions to our return policy.

If you would like to exchange or return an item, email us first to get a RMA number, without this number, your return can not be accepted. After you get this number then ship the unused item with its original packaging to:

Net Pet Shops, LLC
Attn: Returns RMA#________
2020 Prairie Lane Suite 101
Eau Claire, WI 54703

Please make sure to check your spam/junk folder, as our emails sometimes get sent there.

When returning a product we recommend using UPS/Fedex or the US Postal Service. They have tracking ability and this will help with any issues that may arrive. The customer is responsible for all shipping and packaging costs related to exchanging or returning an item. We are not responsible for lost or misdirected items. Shipping costs are not refundable.

For an item to qualify for a return, all products must be returned in its original condition, including the original packaging, containers, documentation, and accessories. This includes no pet hair. We encourage you to measure your pet accurately as possible as we cannot exchange or return any products that have been used. Poochieheaven reserves the right to determine if a product was used or not.

Defective Products:

If a product is defective when you first receive it, please contact us immediately and we will replace the product at no extra charge for you.

Holiday Products:

Holiday items are non-returnable. This includes costumes, birthday, and wedding attire. They may be exchange once for size issues. Please contact us if you have any questions. Please measure accurately to make sure you order the correct size.

Beds & Blankets

Due to health reasons we cannot accept returns on these items. If you have any questions about sizing please contact us first.

Treats, Food, & unpackaged Toys 

These items are final sale due to health and safety issues.

Custom Products

Due to the nature of them, we are not able to accept returns on custom products. 

Duke's Deals Items

Due to their deeply discounted prices, all items in the Duke's Deals category are final sale.

Credit Cards

Please note your credit card will be charged at the placement of your order. This is to protect both you, the consumer, and Poochieheaven, the merchant, from fraud.

Canceling Placed Orders

If you need to cancel an order after it has been placed but before it has been processed, there will be a 7% cancellation fee. This is due to credit card and processing costs. The request for a canceled order must be in writing via email. Once an order has been processed/sent to the designer, orders can not be canceled.

Website Disclaimer

While we make every effort to make sure the accuracy of this website, error may occur. We reserve the right to correct these mistakes.

We strive to provide great customer service and we wish we could accept all exchanges and returns without any questions or limitations, but this is simply not possible. We thank you in advance for honoring these policies, so that we can continue to offer you a large selection of quality products.

About Us….Luxury on a Leash

Poochieheaven started in 2005 when the owner wanted to find high quality items for her dog, but were unable to find them locally. She realized this would be a great opportunity to open her own online dog boutique and sell these high quality items to people around the United States and the world.

Now over 5 years later, Poochieheaven provides you with hundreds of great products for your dog. We offer the highest quality dog beds, dog clothing, inactive dog toys and much more. We are always adding new products for your dog, so if you don’t see what you need or want, let us know, and we will find it for you.

Poochieheaven is proud to have three quality control officers.
Duke -He is a 7 year old long haired German shepherd.
Jax - He is a 4 year old Siamese mix.
Piper - She is a 2 year old Biewer Terrier.
See more about them at the Poochieheaven Facebook page.




Price Match Guarantee

Our customers are Very Important to us, and we would really like you to be satisfied. So, if you see a product with us that you want to purchase, but you happen to find it at a lower price elsewhere, just email at us, and we will do everything we possibly can to match or beat that price.

Include The TOTAL Price:

The price we are looking to match or beat is the combination of the actual price of the item, plus the shipping & handling costs. So, when you give us the competitor's price, include the product price plus their S&H, and any taxes they are charging. It is very possible that when you add all of that up, our total price may already be better than theirs. But if that's not the case, then we will match or beat their total price. There may be a chance that they charge a low product price and then a very high shipping price. That is why it is important to check both prices.

In Order To Match or Beat The Price…

We need to know which company is offering that price and for how much. If it's another online dealer, we need to see that price on their web site, or a written agreement that they offered you that price. That agreement can even be in an email they sent to you. As long as you can provide us with this necessary information, we can match or beat their price, which is what we would like to do for you.

NOTE: We reserve the right to *Not* match or beat a competitor's price if their price is so ridiculously low, that we make little or no profit on the transaction.

So email us at, with this information…

  1. Who the competitor is. We need their name and web site.
  2. What their TOTAL price is. That includes the product price, S&H and taxes.
  3. Verification of their price, either on their web site or in a written agreement to you.

Privacy Policy

Our Privacy Policy is simple - We absolutely Promise and Guarantee that we NEVER share, sell or give our customer information to ANYONE. Your information stays ONLY with us. Even within our own company, nobody has access to any customer's financial data. It is not possible for us to see it. General customer information is accessed only by our most top level, most trusted customer service specialists and ONLY when absolutely necessary, such as contacting a customer about their order.

On occasion, we do our own e-mailings to our customer base to inform them of new and exciting offerings at But, we don't do that very often. And whenever you want to opt out of those email offerings, you can do so, and we will respect that. It is never our intent to bother our customers with excess emails, and we certainly do NOT engage in any SPAM activities. When you shop at or sign up for any of our contests or promotions, you can be sure that your personal information is EXTREMELY SAFE with us. You have our word on that.

Site Map | Site Credits: Ecreativeworks