CUSTOMER SERVICE

Q: SHIPPING

All BK Atelier orders will be shipped within 1-3 business days via USPS/FedEX Ground/ Canada Post and require a signature upon arrival. 

We do not allow shipments to P.O. boxes. Your order will be automatically cancelled if your delivery address is a P.O. box. 

Please note that shipping and handling charges are non-refundable.

Free Shipping on all US Continental orders. (Alaska and Hawaii are excluded from free shipping)  Shipping rate to Alaska and Hawaii $20.00

Canada: $30.00 flat rate, Customers outside the US are responsible for all applicable taxes & duties

International (Europe, Middle East, Asia & Australia): $45.00 flat rate customers outside the US are responsible for all applicable taxes & duties

**All BK Atelier Carrier & Totes are shipped via USPS/FedEX Ground/ Canada Post and require a signature upon arrival. Shipping and handling are non-refundable.

BK Atelier cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc. You will only be charged for the items that are shipped to you, along with the applicable shipping and tax charges.  

Orders placed on a Holiday will be shipped the following business day.

Q: DOMESTIC ORDERS

Your order should take about 2 to 5 days once it has shipped depending on your location. You can track your package with the tracking information provided with your shipping confirmation.

Q: INTERNATIONAL ORDERS

Your BK Atelier Carrier, Tote or accessory should arrive within 1 to 3 weeks after it has been shipped. Please be patient - it is on its way!

International customers are responsible for all applicable taxes & duties.  Once the item is shipped, BK Atelier will not be held responsible for issues related to delivery or lost packages. It is the responsibility of the customer to track the package.

All International orders are final sale and may not be returned or exchanged.

*Customers outside the US are responsible for all applicable taxes & duties

Q: TAXES & DUTIES

Some countries may charge import duties or other fees. Sorry, we have no control over this and it is the customer's responsibility to pay for such fees. We value your package at the accurate amount you paid for the item through our website.

Prices or shipping costs on the site do not include taxes and duties. 

We currently ship all items Delivery Duty Unpaid (DDU). The declared value of the item will correspond to the amount you paid for through our website. Some countries may charge import duties or other fees. Once your order is shipped, the carrier may bill you to pay all import duties, customs and local sales taxes levied by the country you are shipping to. It is the customer's responsibility to pay for such fees.

If the customer refuses the delivery due to the import dutiestaxes or any other fees and charges associated with the order, the package will either be withheld or returned to its sender. Any additional fee incurred will be the responsibility of the customer and the original order will not be refunded.

All International orders are FINAL SALE and may not be returned or exchanged. BK Atelier is not responsible for international shipments lost in transit. 

Q: RUSH ORDERS

Orders placed with BK Atelier will generally ship 1-3 business day, if purchased before 12:00 EST. If you need to place an order for rush shipment please contact us at info@bkatelier.com.  

Q: LOST PACKAGES

BK Atelier is not responsible for any lost or stolen packages once it has been shipped from our facility. Orders are sent to the exact shipping address provided at the time the order has been placed. Please ensure that the delivery address provided is accurate. Orders will be shipped to the exact address provided by the customer. BK Atelier is not responsible for lost packages or costs incurred by returned packages due to an inacccurate address.

We do not allow shipments to P.O. boxes. Your order will be automatically cancelled if your delivery address is a P.O. box. 

Q: RETURNS/EXCHANGES

All BK Atelier carrier and totes are final sale.

Each item undergoes a rigorous quality check prior to shipment to ensure it is fully functional.  It will be shipped to you brand new and free from any pet scent or fur. Due to strict health regulations, BK Atelier Carriers & Totes cannot be returned or exchanged once used.

If you have any question, please contact us via email and make sure to include your order number.

Q: SALE ITEMS

All sale items are final sale.

Q: DO YOUR PHOTOS ON THE SITE MATCH THE PRODUCT EXACTLY

Due to monitor settings, digital photography, and photography lighting, the color may slightly differ in person. We strive to make our photos as accurate as possible. All colors are approximations of actual colors. For best results, view this page with your color depth set to 16-bit (thousands of colors) or higher.

Q: SIZING

Please measure and weigh your pet before making your purchase. The majority of sizing for our pieces can be found in our product descriptions. If you have any additional questions please contact us! We will do our best to work with you to get the perfect fit. 

Q: LOCATION
                        

BK Atelier does not have a physical retailer outlet. However, we partner with different retailers and host pop up shops.  Please stay connected with us via social media to see where you can find us!

Q: CONTACT

The best way to get in contact with us is via email. Please use the form below or email info@bkatelier.com for any questions you may have and we will do our best to answer! For questions regarding orders, please make sure to include your name and order number in your message. Thank you!