Can I track my order online?
You may track your order by accessing your online account and viewing the order status and tracking information in the order history details. Once the order ships, a Shipping Confirmation e-mail is sent to you with the order details and tracking number, which you may use to track your order. Economy shipping orders cannot be tracked.
Must I pay sales tax?
We are required to collect sales tax for orders delivered in the states we are located; *PA, *MO,*NY, and NJ. States marked with an asterisk requires us to also collect tax on shipping & handling charges too.
How long will it take for my order to arrive?
Delivery times are dependent upon product, inventory status and delivery method. Typically, orders will arrive to your home within 7-10 business days. Items shipping via common carrier can take up to three weeks to arrive. Exceptions are communicated on the product information page and in your shopping cart. In rare instances, when an in-stock item becomes unavailable after you have placed an order, you will be notified via e-mail.
How can I review order details?
Registered users can log into their account and view the order history and details of any online order.
What is a backorder?
A product is labeled as backordered when it is out of stock. You may still order the item, and it will be shipped to you as soon as it becomes available. The estimated arrival date to the dog.com distribution center is communicated on the product's information page and in the shopping cart. You will receive periodic emails regarding the backorder status.
What items can be backordered?
Backorders are accepted on most items costing $15 or more.
Did you receive my order?
When you order on dogclothesplus.com, an Order Confirmation email is sent to you within 24 hours.
Can I change or cancel my order?
You may change or cancel your order if it hasn't been processed. Once an order enters the fulfillment process, it cannot be changed or cancelled. We send orders directly to the warehouse, 24 hours a day, 7 days a week.If it has left customer service to enter the shipping process, it cannot be cancelled.
Shipping & Delivery
General Info What is an Oversize charge?
Products that are considered to be oversized due to the weight or dimensions of the shipping box will be shipped by Economy or Ground per requirements of the shipping service provider. Additional charges for each oversized item will be added to the shipping charges due to the increase in costs by the shipping service provider for larger or heavier items.
What are the weight and size limits for shipping?
There are no limits to the total weight of your shipment or the total number of packages in your shipment. Shipments larger than the limits listed below will require the use of our truck freight services.
*Packages can be up to 150 lbs.
Packages can be up to 165 inches in length and girth combined.
Packages can be up to 108 inches in length.
* The restrictions above only pertain to individual packages.
What happens when I order a heavy or bulky item?
Certain products can only be delivered by truck. Online these products will be identified on the product page as “Shipping restrictions apply - Truck Only”. Your order will be processed, but placed on “HOLD” and a Customer Care representative will call you with an estimate of freight cost. Please allow additional time to process your order and scheduled delivery. Shipping service provider delivery dates may vary by region.
Can I ship my order to Alaska or Hawaii?
Yes. A $21.00 fee will apply in addition to the shipping charges. Please note that shipping times to Alaska and Hawaii will take longer than what's noted in the chart above. Shipping charges to Alaska and Hawaii are a result of increased cost from the shipping service provider.
Must I sign for my delivery?
Signature is required for Motor Freight; however, signature is not required for other shipping methods. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is damaged, delivery should be refused and dogclothesplus.com must be notified immediately. You must save all shipping and merchandise packaging.
May I choose my shipping carrier?
No. You may choose only the delivery method.
Who do I call if my merchandise arrives broken or damaged from the carrier?
If your order is broken or damaged, refuse delivery (if possible) and call Customer Service at 1-609-332-0050. You must save all shipping and merchandise packaging.
Is expedited shipping available on all products?
Expedited shipping is only available on those products that can be air shipped in accordance with shipping service provider requirements. Products exceeding weight or girth limits and products falling under the hazardous materials (hazmat) guidelines for dangerous materials cannot be expedited. These products are duly noted on the product information page.
Why does "Next Day" or "2nd Day" deliveries sometimes take longer than that to arrive?
Next Day and 2nd Day Air orders placed after 2 p.m. Eastern Time will not be shipped until the following business day. Next day air packages arrive by end of day on the first full business day after shipment, and 2nd Day air packages arrive the second full business day after shipment.
Placing your order very late in the day, after the shipping service provider has picked up their last shipment, is one factor that can affect shipping time. As a rule, you can expect orders shipped Next Day to take 2-3 business days to arrive, and orders shipped 2nd Day to arrive within 3-4 business days.
How long will it take for me to receive a credit once I return an item?
We administer return credits within 21 days after the product is received in our return center.
Will I be reimbursed for my return shipping costs?
Dogsclothesplus.com does not reimburse return shipping for products returned for reasons that are not the fault of Dogsclothesplus.com.
How do I report a damaged or defective product?
Call Customer Service at 1-609-332-0050 immediately upon discovering any damaged or defective item. You must save all shipping and merchandise packaging.
Can you replace my order?
Yes, depending on the availability of the items. Call Customer Service at 1-609-332-0050.
Customer Service
HOW TO PAY FOR YOUR ORDER
CHARGE: For most orders, we accept Visa, MasterCard, Discover, and American Express.
CHECKS: Personal checks, money orders, cashier's checks, business checks, and government or institution-issued checks are accepted by pre-arrangement only. Checks must be for the EXACT amount of the purchase including any shipping and handling charges. We reserve the right to hold your order until check clearance is guaranteed. A charge of $35 is assessed for returned checks.
COD: Unfortunately, at this time we cannot ship to you "Cash on Delivery
PRICE CHANGES
Because we deal with literally hundreds of suppliers and manufacturers and suppliers' prices change, our prices are in constant flux. Prices on our website are kept current on a daily basis and are rarely different than the site shows. However, we are not responsible for typographical errors, and prices and availability are subject to change without notice.
BACKORDERS AND DISCONTINUED
If we don't anticipate re-stock of an item in a reasonable amount of time, your order will be shipped minus the out of stock item, and you will be asked to re-order at another time.
Discontinued items will, of course, not be shipped.
You will receive a notice on your emailed invoice indicating the dispensation of any items not shipped.
SIZES
No two animals are alike. We will print the most accurate details possible of item sizes and recommendations for fit if we know them. However, all sizes are approximate, and we can NOT guarantee items as far as the fit for your individual pet.
Bedding is sized as human linens are sized - before the seams are sewn and the item is stuffed. Therefore, when the item is stuffed, it's apparent length and width may seem smaller than the un-stuffed dimensions.
Collars are different from different manufacturers. Some print a measurement that is from tip of buckle to tip of material. Others measure from middle of buckle to longest hole. We try to make this clear on the site and give you a general idea of how to measure to get a good fit. Of course, the fit is not exact nor guaranteed due to the variation in individuals. If your pet is likely to gain weight or grow, you will also want to plan a little extra growing room.
All dimensions are approximate. We try to be as accurate as possible but do not guarantee precision beyond accuracy within an inch or so.
TAX
A 7.25% retail tax is charged only to shipments shipped to Texas.
Dogsclothesplus.com offers free ground shipping to destinations within the continental US (lower 48 states) on specific items. Orders containing a mix of items marked as free ship, and others which are not marked as free ship, are NOT eligible for free ground shipping. Regular shipping will apply to orders going to addresses outside the lower 48 US states or specified by postal carrier or orders with additional items not marked as "free shipping" or for orders requesting expedited service, regardless of item type, quantity or order cart print-out.
CONTACT US DIRECTLY
Our sales associates will gladly take your inquiry or order by telephone Monday through Friday from 9:00 a.m. to 5:00 p.m. Mountain Time. Call 1-609-332-0050 and tell us the specific item number about which you are calling.
NEED MORE PRODUCT INFORMATION?
If you need more details about a listed item before you can place your order, a knowledgeable and helpful sales associate will be delighted to help you Monday through Friday 9:00am-5:00pm United States EST. You may call toll free 1-609-332-0050.
NEED TO CHECK THE STATUS OF YOUR ORDER OR YOUR RETURN?
If you got an ORDER NUMBER, we got the order.
If you have placed your order directly via the order cart on our site, you should have viewed a page which detailed your order (including any shipping and handling charges) and which also gave you your ORDER NUMBER.
Please have your order number handy when you call or email. It is the fastest way for us to check the status of your order.
If you did NOT get an order number
If, at the end of your on-line transaction, you received any message other than your ORDER NUMBER, (such as ORDER CART EMPTY) or you did NOT get an order number, your transaction may not have gone through. We download orders systematically during our business hours. If there is a question about whether your order went through, e-mail us and we will track it. If it did NOT get to us, we'll let you know. In that case, you may need to place the order by our toll free number (1-609-332-0050 Mon-Fri 9-5 MST)
Have you checked your e-mail for a contact from UPS or a message for us?
If your correct e-mail address was on your order, you should have gotten an e-mail response from UPS within 1-3 business days. We provide you with your UPS tracking number so that you are aware that your order has shipped and so that you may track its progress via UPS's Tracking Systems.
Please check your email trash folder for a message from UPS Quantum View before calling.
UPS notices are sometimes filtered out by your email provider as "SPAM".
Has it been more than 2 weeks since your order was placed?
If it has been more than 5 days since your order was placed and you have heard nothing, please email us, as we may need to institute a search for your order. Include your order number, date, name and address as well as a daytime telephone number in your message so that we can start a search and contact you.