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FAQ/Contact >>
About Us
Ordering Policies
We accept Visa, Mastercard, Discover, American Express and PayPal as payment. Most orders are received in 7-10 business days. Custom Made, Personalized, and items not in stock, take longer. We ship via FedEx UPS and USPS and do not require a signature for delivery. By submitting orders with us, you agree to our return and exchange policies.
Items shipped outside the continental US may require additional shipping costs. Orders submitted requiring additional ship costs will be placed on hold and customer contacted via phone or email to approve additional costs. You may email a request for shipping price quotes. Please provide a complete ship to address.
We reserve the right to modify prices at anytime without notice and are not responsible for typographical errors.
Returns & Exchanges
RETURNS:
Total satisfaction pledge: Within 30 day of purchase receipt, If you are not satisfied, for any reason, you may return the product for a refund*. Contact us by telephone or email prior to your return and and we will provide you with a Return Number and a return shipping address (some items may return direct to the manufacturer). It's a good idea to insure the return for its full value against loss or damage - this is usually not expensive.
Include your name, address, phone and Return Number with your return.
Once it is underway, please email the Tracking Number to: CustomerCare@Officialdoghouse.com This helps us monitor your return and to properly credit your refund. Return shipping costs are non-refundable, unless the item is being returned as a result of our error (damaged, defective, wrong item sent, etc.). We are not responsible for return packages that are lost or damaged by the return shipping company.
EXCHANGES:
Contact us within 30 days of your purchase. You must send the
product back in new condition in the original packaging. Customer will be
responsible for return and replacement shipping.
In the unlikely event your item is received damaged or you receive the wrong product, contact us immediately so that we may send a replacement product and/or file a damage claim at our discretion.
Cancelled Orders
If you find you need to cancel your order please let us know immediately via phone and email. We will do what we can to stop the shipment. Shoppers will be responsible for shipping costs on items which have already shipped and a restocking fee may apply. Canceled custom orders which we are unable to stop production and or shipment, may not be refundable. Custom orders include but are not limited to; some ceramic bowls, some leather collars, all personalized items.
* Please Note
Certain items may be subject to a handling and restocking fee of 15%. This helps to offset the expense of inspection, processing and fees imposed by suppliers. Items must be returned in new re-sellable condition including all parts and packaging. Due to safety standards and other regulations, we cannot accept returns for the following categories: Clothing and Bedding, Food Items, Supplements, Flea and Tick Treatments, Non-Stock items), Discontinued Items and other select products. Personalized items cannot be exchanged or returned unless there was an error on our part (damaged, defective, wrong item sent, etc.) Unless the item has a guarantee statement, items damaged by you or your pet are not replaced free. Failure to follow return policies will effect the amount of your refund. These policies are subject to change without notice.
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