FAQ

Ordering
How to Order
Availability & Back Orders
Cancel Order
Returns & Damages
Minimum Order

Shipping
Rates & Zones
Drop Ship/Residential Delivery
Expedited Delivery
International Orders
Product Info

Product Info
Selling Online
About Our Products
Soap Pump Care & Upgrades
Product Care
Press & Social Media
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Pigeon & Poodle sells only to the trade. Current Account customers can shop online 24/7 after signing in. You can also place an order by submitting an ORDER FORM via email at helpme@pigeonandpoodle.com or call customer service at (626) 373-1400.

If you are an existing customer and do not have online access, you must VERIFY YOUR ACCOUNT and setup your username and password to start shopping.

If you do not have an account, you can REGISTER online. Applications are usually approved within 48 hours. Once approved, you will receive a confirmation email from your Account Manager with information to access your online account.

Customers can view the stock status for any product on the product page. You will find a back order date if a product is currently unavailable. If you cannot find a specific item, the product may no longer be available. We recommend contacting your Account Manager to check on the product’s availability.

To make shopping easier, you can easily use the filter at the top of any category thumbnail page to view in stock items only.

At the time an order is placed, you will receive an official sales order with availability and back order dates. For all customers, we require full payment for the order, plus taxes and shipping costs, prior to shipment. It is the customer’s responsibility to review the sales order and the information contained in it. If you have any questions about your order, or want to change it, please contact us by phone or email, within 24 hours of receiving the order confirmation. We will be glad to help you with any questions you have!

If we have not received any notification of changes within this 24-hour period, we will consider the order accepted and proceed with the shipment. If the order is to be cancelled, we must receive written notification. In stock goods will ship in five to ten business days of payment receipt. 

Should back order dates change for any products in an order, we will do our best to notify you. Otherwise, when back order items become available, we will ship without notice.

At the time an order is placed, you will receive an official sales order with availability and back order dates. For all customers, we require full payment for the order, plus taxes and shipping costs, prior to shipment. It is the customer’s responsibility to review the sales order and the information contained in it. If you have any questions about your order, or want to change it, please contact us by phone or email, within 24 hours of receiving the order confirmation. We will be glad to help you with any questions you have!

If we have not received any notification of changes within this 24-hour period, we will consider the order accepted and proceed with the shipment. If the order is to be cancelled, we must receive written notification. In stock goods will ship in five to ten business days of payment receipt. 

It is within our sole discretion as to whether to accept returns of merchandise. You will not receive any reimbursement for items returned without our prior authorization. Returned items must be in their original condition and packaging, and you shall prepay and be liable for all charges in connection with the shipping of returned goods, including insurance. A 25% restocking fee will be applied to all approved returns that are not defective.

Do not refuse the package for any reason. If you refuse items without authorization from Pigeon & Poodle, you will be held responsible for additional expenses incurred (including return freight and re-delivery). In addition, any repairs or replacements may be significantly delayed by refusing shipment.

If you suspect damage based on the condition of the packaging (crushed box, broken crate, noise) unpack the item with the driver present. Record any damages on your delivery receipt. Damages not noted on the delivery receipt are the customers’ responsibility. Keep all boxes and packaging. You will need this if we request the product to be returned.

Take detailed photo showing all damage to the item and box. We will not be able to process your repair or replacement without photographs of the damage. Damages must be reported within 15 business days by contacting helpme@pigeonandpoodle.com or by calling (626) 373-1400. Damage claims will not be accepted after 15 business days.

Pigeon & Poodle allows for client-elected returns within 30 days of receipt should you wish to return an item for any reason aside from damage or defect. Returned items must be in their original condition and packaging, and the customer shall prepay and be liable for all charges in connected with the shipping of returned goods. Additionally we strongly suggest insuring all return shipments as credit for authorized returns will not be issued if product arrives damaged due to poor packaging. All credits for client-elected returns will be credit-on-account. Please note that all returns, regardless of reason, must be pre-approved by Pigeon & Poodle. To begin the Return Merchandise Authorization (RMA) process, please contact our customer service department.

Upon Delivery

Signature of receipt by you, your agent or employee constitutes full acceptance of all packages stated on the bill of lading or electronic clipboard in undamaged condition. You are responsible for all shipping and return charges for any shipment that is refused as well as forfeiture of your deposit. We shall not be liable for delay in shipment for any cause, nor shall any delay entitle you to cancel any order after it has shipped or refuse delivery. Delivery may occur in multiple lots depending upon availability of the products constituting an order.

Carrier Damages

Claims for damage to products that do not arise from defects in material or workmanship are the responsibility of the carrier. If the shipment arrives with visible exterior damage (crushed box, broken crate, moisture, etc.) note the damage in writing on the carrier’s delivery receipt before you sign for the shipment and release the delivery driver. A claim for shipping damages will not be accepted by Pigeon & Poodle unless the damages are noted on the carrier’s delivery receipt.

Orders/Items that are lost in transit

If you discover that an order or item(s) is lost in transit, you will have 30 calendar days from the date of invoice to report the loss. Claims submitted after 30 calendar days are subject to denial.

Retail Locations: We have a $1,000 opening order minimum for retail locations (stores/showrooms). Any order under the minimum will be accepted at Designer pricing. After your opening order has been placed, you are considered a Current Account and there is no minimum for subsequent orders. However, orders under $150 are subject to shipping surcharges. Current Accounts must order at least $2,000 per calendar year to maintain their status.

Designers: There is no minimum order for designers. All orders under $150 will be subject to a shipping surcharge in addition to normal freight charges.

Shipping rates are 8% for Zone 1, 12% for Zone 2, 14% for Zone 3, and 15% for Zone 4 (see map below). All orders under $150 will be subject to a shipping surcharge in addition to normal freight charges.

Continental US: We typically use FedEx. However, depending upon the size and composition of your order, we may use a common carrier.

Canada: Shipping rates are 15% for Zone 4 (see map below).
Intercontinental US & International: See below for more details on INTERNATIONAL ORDERS.
Shipping rates are subject to change during the year and will be confirmed when your order is placed. Your order may be delivered in several shipments; this will not affect your shipping costs. We can ship to residential addresses; however surcharges will apply.

Our standard shipping rates are business-to-business (warehouse or commercial receiver included).

We can drop ship or deliver to a residence for an additional charge, which will be added to the applicable freight charges for your “ship to” address.

Any accessorial charges related to delivery from the freight carrier are the responsibility of the customer and will be billed and collected by Pigeon and Poodle. These include lift gate fees, change of address fees, residential fees, redelivery fees and fees associated with the refusal of a shipment.

Orders that require shipment within three (3) business days of order receipt will incur an expedited shipping fee in addition to applicable freight charges. Please contact us for an expedited delivery quote. We will make every effort to meet your requested date, but it is not guaranteed.

A shipping quote will be provided with your official sales order for you approval within 24-48 hours based upon order. Please note our quotes for shipping outside the United States do not include duties or taxes. They are the responsibility of the recipient of the merchandise and we are unable to provide an estimate for duties or taxes.

If customers choose to use their own freight forwarders, they are responsible for making their own shipping arrangements. Payments will be accepted via credit card or wire transfer for all international orders.

Pigeon & Poodle allows active stocking dealers with brick and mortar stores to represent products and transact online. We require retailers to stock all products they wish to sell online.

Pigeon & Poodle products are handmade using natural materials. They are not mass produced. Variation between products should be expected. If you have any questions, we encourage you to contact us before placing an order. We are happy to provide additional details to assure you get the most accurate information.

To reduce the chance of clogs and pump failure, use a higher-quality soap that isn’t too thick (if your soap is concentrated, be sure to dilute it). Maintain valve function by periodically soaking the pump for 30 minutes in hot water, pumping the valve 20 times to remove any clog. Allow it to dry thoroughly before adding soap to the dispenser. When properly maintained, a soap pump will typically last one to two years.

Prime the Pump

1. Cover the hole of the dispenser using a thumb or other finger.

2. While covering the hole, push the pump all the way in. Continue covering the hole, to allow the button to depress, as this allows for a buildup of pressure, as well as any necessary suction.

3. Once the above steps are completed, attempt to dispense the soap. If this attempt is unsuccessful, repeat steps 1 and 2 a few more times.

Get any alternative Pigeon & Poodle soap pump for an additional cost. Choose from five finishes: A. Chrome, B. Brushed Aluminum, C. Copper, D. Brushed Gold, or E. Gold

All Pigeon & Poodle products are handmade, so please treat them with the care they deserve!  Our products are not dishwasher safe, and should not be cleaned with harsh chemicals or detergents.  A damp, soft cloth and mild soap should do the trick.

To reduce the chance of clogs and pump failure, use a higher-quality soap that isn’t too thick (if your soap is concentrated, be sure to dilute it). Maintain valve function by periodically soaking the pump for 30 minutes in hot water, pumping the valve 20 times to remove any clog. Allow it to dry thoroughly before adding soap to the dispenser. When properly maintained, a soap pump will typically last one to two years.

Pigeon & Poodle loves working with media and blog partners and we try to make it as easy as possible for you to feature our goods. We have silhouette high-res images of all of our products. If you are interested in highlighting Pigeon & Poodle, please contact us at press@pigeonandpoodle.com.

We are always excited to see how our customers use our products. Whether through Instagram, Facebook, or Pinterest, get noticed by tagging us @pigeonandpoodle or #pigeonandpoodle.

Social Media User Submission Terms

Our catalog is an excellent resource to shop our products. Simply fill out a REQUEST FORM to get a copy.

Give us a call or email us if you have a question about our products or about your account. For immediate assistance, our hours of operation are from Monday to Friday, 8:30 AM PST to 5:30 PM PST.

918 S Stimson Ave
City of Industry, CA 91745

626-373-1400 (p)
626 373-1401 (f)

helpme@pigeonandpoodle.com