Woof hello, dear pack member!
At Dog Supply Store, we’re committed to making sure both you and your furry friend have a pawsitively wonderful experience with us. We understand that getting your pet supplies quickly and having the flexibility if something isn’t quite right is important to every pet parent. That’s why we’ve created a straightforward shipping and hassle-free return policy.
Shipping Information
We’re thrilled to ship your pet’s new favorite products across the globe! (Please note, we are unable to ship to some parts of Asia and a few other remote locations).
Order Processing
After you place your order, our pack of dedicated workers gets to work! Please allow 1-2 business days for us to process your order and get it ready for shipment.
Shipping Methods & Delivery Times
We offer two great ways to get your goods:
- Standard Shipping: Shipped via DHL or FedEx.
- Cost: $12.95
- Delivery Time: 10-15 business days after shipment.
- Free Shipping: Shipped via EMS for orders over $50.
- Cost: Free!
- Delivery Time: 15-25 business days after shipment.
Please note these are estimated transit times and can occasionally be affected by factors outside our control, like customs processing.
Our Hassle-Free Returns & Exchanges
We get it—maybe the bed isn’t the right size for your growing Great Dane puppy, or your picky pup turned up their nose at those gourmet treats. No worries! Our return policy is designed with your satisfaction in mind.
Return Policy Details
We accept returns and exchanges within 15 days of you receiving your items.
To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it. You’ll also need your receipt or proof of purchase.
⚠️ Important Note on Non-Returnable Items
For the health and safety of all our furry customers, we cannot accept returns on the following products:
- Opened Dog Food containers or bags
- Used Dog Grooming Supplies
- Opened Dog Health Supplies and medications
- Dog Flea & Tick Control products that have been opened
These restrictions help us maintain the highest standards of safety and hygiene for all our pack members.
How to Initiate a Return or Exchange
Follow these simple steps to return or exchange an item:
- Contact Our Pack: Email our customer support team at [email protected] within 15 days of receiving your order. Please use the template below to ensure we have all the info we need to help you quickly!
- Wait for Instructions: Our team will respond within 24-48 hours with a return authorization and shipping instructions. Please do not send items back without authorization.
- Pack and Ship: Securely package the item in its original packaging and include all tags and accessories. Ship the item to the address provided in your return authorization email.
- Processing: Once we receive your return, we’ll inspect it and process your refund or exchange within 3-5 business days.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (like if we shipped the wrong item or a defective product).
We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refund Information
Once your return is received and inspected, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 3-5 business days, and a credit will automatically be applied to your original method of payment.
Depending on your payment provider, it may take additional time for the refund to appear on your account:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
Please note that original shipping costs are non-refundable. If you received free shipping on your original order, the standard shipping fee will be deducted from your refund amount.
Exchanges
We’re happy to exchange items for a different size or color, subject to availability. If the item you want to exchange for is a different price, we’ll either refund the difference or charge the remaining balance once your return is processed.
Return Request Email Template
Copy and paste the template below to request a return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Hello Dog Supply Store Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Product Name: [Product Name]
Reason for Return/Exchange: [Please specify reason]
I have read and understand the return policy on your website. Please send me instructions on how to proceed.
Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]
Need Help?
Our friendly customer support team is here to help with any questions about shipping, returns, or exchanges!
Email: [email protected]
Address: 3264 Boone Crockett Lane, Seattle, US 98109
Thank you for trusting Dog Supply Store with your pet’s needs. We’re so happy to have you and your furry family member in our pack!
Woofly yours,
The Team at Dog Supply Store