Customer Care

At Two Bostons, we have been obsessed about the customer experience in our stores since before we even opened.  This includes all facets of what makes Two Bostons such a fun destination for you and your pets, including great product selection, fun atmosphere, as well as attentive service.

Our mission statement sums it up: Two Bostons strives to continually offer the country’s best selection of quality pet products to help strengthen the bond between guardians and the pets they love. We will do so in an engaging and stimulating environment where everyone -  team members, customers, vendors, and visitors, is excited about being part of the Two Bostons family.

We know that your pets are family and we want everything about your Two Bostons shopping experience online to be like an extension of our in-store shopping experience: fun, effortless and rewarding.

We encourage you to sign-up for our e-mail list. These letters provide you with advanced notice of store sales, new merchandise, and other store-related events. But, of course, you have the freedom to add or remove your name from our list at any time. You may also want to join us on Facebook or Pinterest page as well.

We hope you enjoy your time with us as much as we enjoyed serving you.

Andy & AdreAnne Tesene and the Two Bostons Team.

Placing an Order

When you place an order from twobostons.com, here is what you can expect:

1. Your order is very important to us - an individual customer care specialist has been assigned to handle it.

2. You will be contacted within a maximum of 2 business days if the product you ordered is out of stock - this is not likely, as the online store is tied to our in-stock inventory. If you order on a weekend or national holiday, please account for the 2 following business days.

3. Your order will be shipped within 2 business days after receipt of the order - if your order cannot ship within this time frame, we will call or email you (depending on your preference, which you will inform us of during the checkout process).

Shipping & Handling

Free Shipping

Free Shipping Graphic

* Free shipping on orders of $49 or more

We are proud to offer free shipping for orders of $49 or more* displaying the "Free Shipping Eligible Graphic".  Free shipping Eligible items make up 92% of our current online selection.  For those orders less than $49, we charge a flat shipping rate of $6.  Orders using this shipping method will be shipped UPS or USPS ground at our discretion.

*Please note items eligible for Free Shipping will display the Free Shipping graphic on their order page.

 

UPS Shipping

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In addition, we have made the majority of our other items, including Dog Food and other heavy items available to you for delivery.  When an item is indicated to be Eligible for Everyday Low Shipping, it will be shipped using UPS real time rates to give you the best deal possible - if you mix/match Everyday Low Shipping items with Free Shipping items, please note that you will only be allowed to select UPS Shipping (or pickup) in the cart - UPS Shipping rates only apply to Everyday Low Shipping Items - you will not pay more for adding Free Shipping items to your cart.  You will also have the option to select other UPS methods if you need expedited shipping.  Please note that orders will still need to be packed prior to shipping out - if receipt of an order by a specific date is needed, please note it in the comments during checkout and we will confirm back if we are unable to accommodate the request.

In-Store Pickup

In addition to the two shipping options listed above, we also allow purchases to be made online with subsequent pickup at either of our locations.  Please allow time for the order to be pulled and readied for pickup as sometimes items must be transferred to complete an order.

 

Finally, you will note that a few items in the store ask whether you will be picking them up in the store or whether we will be shipping the item. These items can be drop-shipped from the manufacturer and while we don't offer our flat $6 shipping on them, we are happy to have the items drop-shipped for the additional shipping charge. This is documented on the individual item pages.

Please note that we make our best effort to maintain sufficient inventory of all of the products listed online and inventory is updated daily, although based on sales in-store this may impact online stock levels. This may impact orders that are designated for the in-store pickup method of shipping. Please allow 24 hours to ensure your order is ready before attempting a pickup.

If you have any shipping questions not covered here, please contact us at 630-305-0150.

Returns & Exchanges

We happily accept returns of unused items. We only ship brand new products to our customers, and we expect that any returned items look and smell the same. All returns must be postmarked within 10 days of receipt. Prior to returning an item, please contact us with the reason for the return, so that we can issue you a credit (less shipping & handling) upon receipt.  Please note that Free Shipping will not apply to exchanged items.

Please send items back in their original packaging and in their original condition.

We do not offer refunds on beds or carriers for hygienic reasons. All sales on sale items, personalized items and perishables are final. Shipping and handling is not refundable.

Returns can be mailed to the following address: Two Bostons Returns, 2523 W. 75th St, Naperville, IL 60540

Sales Tax

Sales tax will be added to orders by and shipped to Illinois customers only.

Payment Methods

We accept Visa, Master Card, Discover, and American Express as well as Paypal. Credit card accounts are billed at the time of shipment. For the best service, please include a daytime telephone number in case there are questions pertaining to your order.

Our Privacy Statement

We neither sell nor share your information with outside companies or third parties because we hate when companies do this to us! When you purchase from our online store, we collect your name, billing and shipping addresses, phone number, e-mail address, and credit card information. You provide this information so we can process and ship your order in a timely manner. We respect your privacy by not selling or sharing this information.

Online Security

Your credit card transactions are secure. All on-line orders are encrypted and sent through our secure server, using SSL technology to prevent information from being intercepted. Confidential information such as your credit card number will be used only to fulfill your order. To protect your privacy, we will ask you to enter your credit card number and expiration date each time you place an order with us. This way, even if someone else accesses the account information stored on your computer, they won't be able to use your credit card.

Cookies

Twobostons.com uses cookies to track shopping cart information and we also reserve the right to use cookies to track visits, keep your account information up-to-date, and estimate audience size. The information collected by cookies helps us to better understand our market and provide the best service to our customers.

How to Place an Order

Ordering a product from Two Bostons online is quick and easy. After you select an item, you'll be guided through checkout and order confirmation. If you prefer not to order online, you can order via phone (630-305-0150).

Other Questions?

Please feel free to contact us directly for questions regarding your order, product recommendations, or general site questions Monday-Friday 10:00am to 5:00pm CST at 630-305-0150. We look forward to helping you pamper your pooch.