FAQ

Frequently Asked Questions

General Questions

Will this fit my dog? - Without actually seeing your dog we won't be able to tell you if it will fit for sure. In most cases you will need to measure your dog. The item description will have the measurements given by the manufacturer to use as a guideline. If you would like a size recommendation, please send your dog's measurements. We can't give a recommendation without measurements. We do have a return policy just in case. 

Do you have this in another size/color? - It is possible that we do have the item in other sizes/colors. We keep ALL our inventory listed. If it isn't listed, then we don't carry it or are temporarily out of stock. To see what we currently have, just use the appropriate category button to the left or search box to locate the item you are looking for. Please check back as we restock items frequently. 

My dog is an XXX breed. What size should I get? - Without actually seeing your dog we can't tell what size would fit for sure as breed sizes vary greatly. You should measure your dog. The item description will have the measurements given by the manufacturer to use as a guideline. If you would like a size recommendation, please send your dog's measurements. We can't give a recommendation without measurements. We do have a return policy just in case. 

I want 2 of these but only one is listed - how can I purchase more? If there is only one listed, it is most likely the only one in stock at the current time.

Will you give an additional discount if I buy more than one? Our prices are already as low as we can go and still make a tiny profit. We do give a combined shipping/handling discount if there is a shipping charge on all the items. 

Your listing says to measure the dog, but I don't have a tape measure. Can you help with sizing? Unfortunately without seeing your dog, we can't recommend a size for sure. If you don't have a tape measure, try using a piece of string, shoelace, ribbon or similar type item to 'measure' and then compare that to a ruler. You should then be able to determine the size using the size chart in the listing. 

Where can I find your policies on Payment, Shipping, Returns, etc? Please see our Policy page. Most answers can be found there regarding shipping, payment, return, combined shipping/handling discounts, and much much more. 

What brand is this item? Normally the brand can be found in the specification section in the detailed description area of the item. If not, it may be in the detailed area of the description lower down the page. If we neglected to put the brand in the listing and it is important to you, please email us to ask.

Can you donate an item to my charity/rescue group? Although we would love to donate to everyone that asks, if we are able to make a donation, we support Canine Companions for Independence (CCI). They are a non profit agency that provides service dogs for people with disabilities. Therefore we do not make donations to other groups at this time.

Shipping Questions

Do you discount shipping for multiple items? Most of our items are free shipping, so a discount will not apply. In the event there is a shipping charge, then Yes! We generally reduce shipping/handling on the 2nd, 3rd, etc. items by $1.50 or more. You will need to make sure all your items are in the cart and the discount will be automatically applied when you go through checkout. We can not give a discount if you pay for items individually, therefore if you buy additional items later, we can not give the discount.

What countries do you ship to? We ship to US & Canada only. We do NOT ship to any other country and can not make exceptions to this policy. We are sorry but we can not respond to email requests to ship outside US/Canada. We do have a few items that may not be shipped to Canada due to weight or other restrictions. This will be noted in the description and/or during checkout.

Will you ship to XXXX country, if so how much? We do NOT ship to countries outside the US/Canada. We can not make exceptions to this policy. We can only ship to the US, Canada & APO/FPO addresses. We are sorry but we can not respond to email requests to ship outside US/Canada.

How much is shipping? You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the Invoice you see before confirming your order. 

What does the Standard Flat Rate Shipping charge include? Our Standard Flat Rate Shipping charge includes postage, insurance and a small handling fee to cover various other essential shipping related expenses. If the charge is not acceptable or unreasonable to you, please don't purchase it. Standard Flat Rate Shipping is normally by US Postal Service Parcel Post. Smaller items will be sent by 1st Class Mail if possible. If you would like a faster service, please consider selecting Priority Mail during checkout. On heavier items we may use UPS at our discretion. 

Do you ship to APO/FPO addresses? Puerto Rico? Yes! We do ship to APO/FPO Addresses and Puerto Rico. The price is the same as for US Addresses.

Where do you ship from? All items are shipped from Sacramento, California. Local pickups are not possible. 

If I purchase now, when will you ship? We normally ship the same or next business day after receiving your cleared payment. The cutoff for same day shipment is approx 8am (PT). Payments after 8am usually go the next business day. On rare occasions, we may not be able to meet this goal. If known in advance, it will be noted on all our webpages just below the top section. If an unexpected delay occurs after your purchase, we will do our best to keep you updated by email as to shipment status and your options. We are unable to ship on weekends or on USPS holidays. 

I need this by a certain date. Can you help? We normally ship the same or next business day from California by USPS. We can not guarantee an exact time enroute, we can only promise that we will ship quickly. The quickest service we offer is Priority Mail which you can select during checkout for an additional charge. FedEx or Express Mail options are not available. 

Will you ship this to me overnight using FedEx or UPS? Sorry we are not able to ship overnight by FedEx or UPS. 

I am in your area, do you allow a local pickup? Unfortunately due to our schedule and situation, local pickups are not possible. We will ship your item the same or next business day, so you will have your item quickly and save gas!

Payment Questions

What kind of payment forms do you accept? We accept and prefer PayPal payments. We also accept Visa, Mastercard, Discover, & American Express, both directly and through PayPal. Unfortunately we can not accept credit cards over the phone, you must use the checkout process. We do not accept money orders, cashiers checks, or personal checks.

Will you take a Money Order/Cashiers Check/Personal Check? Sorry we can NOT accept Money Orders/Cahiers Checks/Personal Checks. We do not make exceptions to this policy. We do accept credit cards directly if you don't have a PayPal account. 

Can I/How do I pay with a credit card directly (not using PayPal)? Yes, we accept credit cards both directly and through PayPal. We strongly prefer PayPal payments. Unfortunately we can not accept credit cards over the phone. 

If I buy this now, can I pay later? Please do not purchase an item unless you can pay right away! When using PayPal we expect to receive payments immediately upon purchase, but we do allow up to 24 hours to pay for your purchase for situations where it is impossible to pay right then. After 24 hours your order will be cancelled if payment is not received. 

Return Policy Questions

What is your return policy? If the item does not fit your needs for any reason, you may return it and we will refund the purchase price (shipping & handling is not refundable). Free shipping items will have a 20% restocking fee deducted from the refund. The restocking fee applies to free shipping items only and covers a portion of the original shipping expenses which are non-refundable and were built into the purchase price. The item must be returned in original/new condition with all tags/packaging intact within 30 days from purchase for a refund. Sorry, we can not exchange for larger or smaller sizes due to inventory control limitations. 

I received my item but it does not fit, what should I do? The policy and return instructions are on the packing slip enclosed with your order. It is not necessary to email or call in advance. Any item returned must be in new/original condition with all product tags/packaging intact. It must be unused, free of dog hair, smoke smell etc. 

Do I need to email or call if I need to return an item? No, it is absolutely not necessary to email/call us to return an item if it simply does not meet your needs. If an item is defective or the order was incorrect, then please do email, but other than that we do not need an email.

I received my item but it is defective, what should I do? First, we apologize for this. We try to check items before shipping, but do occasionally miss something. We will make it right asap! Please email us with the details and we will take care of it.

Can I exchange if it doesn't fit? Unfortunately we can not exchange for different colors/sizes due to inventory control limitations and price differences. We suggest that you return the item for a refund and then simply purchase the correct size from our store or elsewhere once you receive the refund (or sooner knowing the refund is coming).

I received an incorrect item, what should I do? We are very sorry about this! Please email us with the details and we will correct errors asap!

I would like to exchange for another size, but I see you only do refunds, what should I do? Unfortunately we can not exchange for different colors/sizes due to inventory control limitations and price differences. We are happy to refund your money if it doesn't fit, so please return it according to the instructions on the packing slip. We suggest that you return your item for a refund and then simply purchase the correct size from our store or elsewhere once you receive the refund (or sooner knowing the refund is coming).

If I return an item, what about the shipping/handling? Our return policy states that the shipping/handling is not refundable. If you return an item, you will be refunded the purchase price only. Free shipping items will have a 20% restocking fee deducted from the refund. The restocking fee applies to free shipping items only and covers a portion of the original shipping expenses which are non-refundable and were built into the purchase price. The buyer is responsible for return shipping costs as well. Please make sure you have measured your dog and compared to the size chart in the listing before purchasing. If you received a defective or incorrect item please contact us before returning an item as we handle these differently. 

How long do I have to return an item? Items must be returned (postmarked) within 30 days of purchase for a refund. We consider this adequate time to try it on the dog and discover it does not fit or is not right for your dog. 

My dog chewed up the item, can I return it? We are sorry but we cannot refund for items that get chewed up. If you think the dog was able to chew it due to a design flaw, please contact the manufacturer for resolution. We recommend that you supervise your dog while using any of our products, until you are confident about the interaction. There is no toy, bed, leash, harness, article of clothing, or any other item that is totally indestructible/chew proof.

I've had my item more than 30 days and now it isn't working or is broken, can I return it? Our return policy is for 30 days only. You should contact the manufacturer for resolution on items that have problems after that. I can provide contact info if necessary.

 

Contact Us

If you don't see the answer you need above or in the listing itself, please feel free to contact us. Just go to our Contact Us page and use the form there to email us.

Please understand that we generally cannot make exceptions to the policies above and in the listing. We would hate to have you waiting for an answer only to have us repeat what we've already said above. We know your time is valuable. 

If you have already purchased an item and are having any difficulty or frustration, please contact us right away as we are always willing to work with our customers to insure satisfaction!