Frequently Asked Questions
Here are some of the most common questions we receive. If you don't see what you're looking for, feel free to reach out to us anytime using our Contact Us form or via email.
Shipping
Q: Do you ship internationally?
A: Currently, we only ship within the contiguous U.S.
Q: What happens if my package gets lost?
A: All items purchased from DogDreamShop.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Q: Do I need to be there to sign for it?
A: No, you don't need to be home. The driver will leave your package at the door, inside your mailbox, or with your doorman.
Q: What is the status of my order?
A: To check the status of your order, visit Track Orders. Here’s what you may see:
1. Processing: We’re currently processing and packing your order.
2. Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will see a link to track your package.
3. Completed: Your order has been processed, shipped, and marked as “Completed.”
Note: You will receive an email at each status update in the order process!
Q: How do I cancel or change my order?
A: If your order hasn't shipped yet, you can cancel it from your account. Go to Order History, click on the order you want to cancel, and select the "Cancel This Order" link. If you need assistance, please send us a message with your order number. If your order has already been processed, we may not be able to cancel it.
Q: What delivery methods are available, and what are the costs and timeframes?
A: We partner with trusted carriers, including USPS, UPS, and FedEx, to ensure your order is delivered quickly and reliably. Shipping costs will vary based on your selected delivery method and location, and these will be calculated at checkout. Once your order has shipped, you’ll receive a tracking number to easily monitor its journey in real time.
Payments
Q: Why are there multiple charges on my card for a single order?
A: When you place an order, we contact your bank to confirm your account and reserve funds. This may result in a pending charge, called an authorization charge. We only charge your payment method when your items ship. You may see an authorization charge for the grand total and separate final charges for each shipped box. You’ll only be charged for items that ship.
Q: What forms of payment do you accept?
A: We accept Visa, MasterCard, American Express, Discover, and PayPal.
Q: What information do I need to check out?
A: Our checkout process is simple and secure. Just enter your shipping address and payment method, then place your order!
Q: Why is my credit card not working?
A: If you're having issues, ensure that the billing address matches the address on file with your bank. Enter the name and card number exactly as they appear on the card, including the CVV code found on the back.
Q: When will my payment method be charged?
A: Your payment method will be charged automatically on the date the order is shipped. You may see a pending charge as soon as you place your order, which will disappear 24 to 48 hours after shipping.
Q: How do I make a purchase?
A: To place an order, log in to your Dog Dream Shop account or create a new one. Search for your desired items using the search bar or browse categories. Click on a product for details, then select “Add to Cart.” Once you’re ready to check out, click “Proceed to Checkout.” Add or select your shipping address and payment method, review your order, and then click “Place Order.” We’ll send you an email confirming your order.
Promotions
Q: I received a promotion code. How do I apply it?
A: At checkout, simply enter the code in the “Promo Code” box and click “Apply.” Note that all promotion codes can only be used once.
Q: Do you offer senior citizen or military discounts?
A: Currently, we do not offer additional discounts for veterans or senior citizens.
Returns
Q: How do I request a return or replacement?
A: If you and your pet aren't completely satisfied, submit your return and refund requests within 15 days of the delivery date. Send us a message with your order number and details of your request. We may issue a refund without requiring a return at our discretion.
Q: How do I return my items?
A: Once you've requested a return, follow these steps:
1. Look for a return label emailed to you.
2. Securely pack the items you’re returning.
3. Print and attach the return label to your package.
4. Follow the instructions in the return email.
Q: What is the status of my refund?
A: Refunds will be issued to your original payment method. Processing may take 3 to 5 business days, depending on your banking institution.
Support
Q: How do I contact customer service?
A: Use the Contact Us form on our website, email us at dogdreamshopinfo@gmail.com, or send us a message on Facebook.
Q: Is there a minimum purchase amount for my order?
A: No, there is no minimum purchase required.
Q: Do you charge sales tax?
A: We charge sales tax for items shipped to the following states: ME.
Q: What are your customer service hours?
A: We are available 24/7, 365 days a year. Response times may vary based on the volume of inquiries, but we are committed to assisting you as quickly as possible.
Q: What's your Privacy Policy?
A: Your privacy is very important to us. Please read our Privacy Policy for more details.
Other
Q: Do you sell live animals?
A: No, we do not sell live animals. We specialize in a variety of dog products, including toys, treats, food, beds, blankets, collars, leashes, and more.
Q: Do you offer grooming and spa services?
A: No, we do not provide grooming or spa services. We are an online retailer focused on offering a wide range of dog products for your pet's needs.
Q: Do you have a physical store?
A: No, we operate exclusively online, allowing us to offer a wide selection of dog products and convenient shopping from the comfort of your home.
