FAQ >> About Us

Ordering Policies
We accept Visa, Mastercard, Discover, American Express, PayPal and Checks as payment. American Express, Check Payments and Paypal payments are processed thru PayPal. Officialdoghouse never sees your credit card information. Most orders are received in 10-14 days although delivery times are only estimates. Please allow for extended delivery times 4 weeks before Dec 25th. Custom and Personalized orders take longer. The Shipping Charges shown here are only valid for addresses within the continental USA. For orders outside of the states, you will need to email us for a price quote. We make every attempt to ship within 48 hours on orders placed Sunday-Thursday. Orders placed after 12noon will not ship until the following bussiness day. Our shipping charges are based on the total dollar amount purchased.

Some oversize or overweight items require additional shipment charges, when this happens it will be clearly shown in the product details & at checkout. We gladly accept electronic checks processed thru PayPal and will ship your order after the check clears. Not responsible for bank delays. We reserve the right to change prices at anytime without notice and are not responsible for typographical errors.

How To Shop
If you are new to shopping at OfficialDogHouse, here are some tips.
Select the product category you would like to shop, from the left column. Click on the title or picture to read about the product. When you are ready to buy, enter your quantity, select color or size from the drop down box, if applicable. Now, click the "add to cart" button.
From here on out, read the screen and follow the directions. Generally, all the selections to make will be with buttons on the bottom of your screen. Your shipping cost are based on your total purchase amount. After changes are made to your order you will press "update" to recalculated shipping and total. You can change your mind by clicking on the garbage can box to the right of your product.
When submitting an order online make sure : 1) Billing address shown is the same billing address your credit card company has on file 2) Your name and street name is spelled correctly 3) No out of US credit cards accepted 4) CVV # is correct. The 3 digit number on back of card by your signature 5) If you have made a change to info you previously entered, hit the update button before hitting next.
When orders are placed successfully, you receive an order number. Remember to print or record the order number. This number can be used to track the status of your order. The order number appears in bold and begins with your order date.
Ex: for an order placed on 12/06/08 the order # might be 20081206143423966.
It is our goal to provide an easy ordering system. We welcome comments on how we may serve you better.
Returns & Exchanges
RETURNS:
Total satisfaction pledge: Within 30 day of purchase, If you are not satisfied, for any reason, your purchase price, less our shipping, will be refunded. You will be responsible for return shipping costs and product must be received back in resellable condition. If a restocking fee is assesed by our supplier (rare) you will also be charged that fee, not to exceed $10%. You Must Contact Us BEFORE return shipping any item so that we may provide instructions. Returns are NOT accepted at our offices at 22 West 33rd Street unless proir arrangements are made. In the unlikely event your item is received damaged, please contact us immediately so we may assist you in filing your claim. Claims for damaged goods will be your responsibility, however, we will assist you by providing tracking numbers and other information about your purchase. Unless the item has a guarantee statement, items damaged by you or your pet generally are not replaced free. These policies are subject to change without notice.Customer service is only an Email away at : www.officialdoghouse@hotmail.com
EXCHANGES:
If you do not receive the item you ordered, notify us within 30 days, and we will make it right and pay the shipping. If your product does not fit, we will exchange the product for another size in the first 30 days after your purchase. You must send the product back in new condition in the original packaging. Customer will be responslble for shipping.