FAQs

How much do you charge for shipping?

We provide 100% FREE Shipping which includes a tracking number. This is part of our continued commitment to provide the best customer service and ensure 100% satisfaction for every order made from our store.

How do I check the status of my order?

You can check the status of your order by clicking [tracking page]. You will be receiving an email containing your order's Tracking Number details 3-4 days after your order is placed in our store. In the event that you fail to receive an email containing this information. Please feel free to send us a follow-up email at our Customer Support Email address [customer service email] and include your order number in the email so we can assist you quickly.

How long does the delivery take?

All of our products have the same time frame of process and transit. We provide 100% FREE Shipping with tracking number. Once you receive a notification email with process and shipment information, please allow at least 2-4 weeks or 10-20 business days for your order/s to be delivered. 

If your order hasn’t arrived within the given time frame, please contact our support team at [your support email] so we can further assist you.

What is your refund/returns policy?

A full refund or replacement will be given for items that are not received or lost in transit. Returns can also be made within 30 days after you receive your order. Errors made by customers when providing shipping information and sizing details on their order/s that result to missed parcel deliveries or wrong size are excluded in the refund. 

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries). 

Only one of the two products I purchased arrived

Please allow a few more days for your other order to arrive. Sometimes we ship orders for single customer separately. This is due to item availability and other stock, warehouse and processing factors. For further assistance, please contact our Customer Support Team at [support email] Please include your Order Number in your email so we can assist you quickly.

Do you deliver products internationally?

Yes, we do. [your domain] has been successful in processing and shipping orders from customers around the globe on a daily basis that most of our patron customers are located internationally.

I've placed an order with multiple items recently; can I combine them into one package?

Since we have different storerooms for order distribution, each item is subject to availability. Sometimes we don’t have the products available in one place so the items may be shipped separately. However, you will still receive your orders, just maybe not at the same time. 

Payment Methods?

Currently we accept only credit card, debit card (input into credit card box) or you can register your bank through www.Paypal.com to pay. You can also pay by eCheck on Paypal. Unfortunately we do not provide "Cash On Delivery" payment method. Please be assured we will provide tracking number for international orders to ensure delivery.

I've put a wrong shipping address and/or picked a wrong size. can I change it?

Please email us right away at [support email]  indicating your Order Number so we can assist you quickly. We will check your order in our system and if it still hasn’t been processed yet, we can still make changes.

Incorrect shipping address: It is a must that you contact us right away. We process and ship each order almost instantly, so if your order/s happens to be dispatched already, we won’t be able to grant your request. 

Incorrect size/colour/model: Given that the item is already shipped out, we can't make amends for it. Once you receive the product, please send us an email at [support email]  stating that you have received it. We will let you ship it back to us so we can exchange it for the correct item that you want. Please note that the shipping cost is shouldered by the receiver.

To be eligible for a return/exchange: The item must be unused and in the same condition that you received it and must be in the original packaging including the proof of purchase.

How secure is my personal information?

The Great Dog Shop values and protects your information as much as it values the name and business. Your information will be kept in our database for the reference purposes only and will not be given to anyone or anything that isn’t linked to our shop. Our website is using the best SSL certificate which is required on all online processing payments, so you will be assured that your purchase is secure and safe.