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FAQ

Shipping

Track My Order

After you receive a shipping confirmation you can go to the Track Order link and enter your e-mail and order number to track your package.

When Will I Receive My Order

Domestic orders should take 5-7 business days to arrive, after it has been shipped. Most international orders arrive in 10-14 business days depending on the location.

When will I receive my package?

Domestic orders should take 5-7 business days to arrive, after it has been shipped. Most international orders arrive in 10-14 business days depending on the location.

I've received my tracking information, but the package is delayed/not moving

Contact USPS with your tracking information in hand to find out the most updated status of your package.

You can track your package after shipment confirmation here: Track Order

My shipping info is incorrect/has changed

If your package hasn't shipped, you can contact us and let us know your order number and correct shipping address so we can update it in our system.

If your package has shipped, we cannot change it enroute. Please e-mail our support team. You'll have to wait for it to be routed back to us, but we'll get it to the correct address as quick as we can!

International Customs and VAT

OurDogsLove Store is not responsible for the payment of customs or VAT fees. The fee varies by country and we are unable to calculate this in advance.

What happens if my package is returned to sender or refused?

To ensure that your package is properly delivered and you receive shipment within the time frame we advertise, please make sure your address is fully entered and correct.  

Use correct abbreviations and have spaces inserted properly, we do not take responsibility for the incorrect information. If the package is returned non-deliverable we will issue a store credit in the form of an E-Gift Card for the net price of your item(s) minus the shipping charge.

Shipping fees are non-refundable. If you refuse any shipments from ourdogslove.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

 

RETURNS & EXCHANGES

How do I exchange an item?

Our return and exchange policy is valid for 30 days from date of purchase.

After 30 days from purchase date, we cannot offer a refund or exchange. To be eligible for a return or exchange, the item must be unworn (free of any stains), unwashed and in the same condition received. Order date can be found on your email or Facebook receipt that was received upon initial purchase.   

Damaged items: 
Damaged items must be reported within 3 days of receipt with photos attached. If not reported, we will not issue replacements. If you have received an incorrect or defective item, please contact support here within 3 days of receiving your order. 

Non-returnable items: 
Gift cards
Clearance items

There are certain situations where only partial refunds are granted (if applicable): 
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned past 30 days from purchase date

Refunds: 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 business days.

Late or missing refunds: 
Please note, refunds can take 3-5 business days to appear on your statement, depending on how your bank or financial institution processes them. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us here.

How do I return an item?

Our return and exchange policy is valid for 30 days from date of purchase.

After 45 days from purchase date, we cannot offer a refund or exchange. To be eligible for a return or exchange, the item must be unworn (free of any stains), unwashed and in the same condition received. Order date can be found on your email or Facebook receipt that was received upon initial purchase.

I received the wrong item/item size

We try to be perfect like all of our customers, but mistakes happen! For domestic customers, please click here to return or exchange your item. 

 

BILLING

What currency will I be charged in?

All charges on OurDogsLove Store are processed in US Dollar. Upon checkout, you will see the price estimated in the currency of your country according to the current exchange rate. Note: prices may vary in accordance to the time the charge processes in our system due to the exchange rate.

 

 

Simply choose your style from the drop down menu on the product page then click the “Add To Cart!” button and follow the simple steps to complete your order. We’ll prepare your order and let you know when it's on its way!

Just enter your order information on the Track Order page to track your order status.

When you place an order, you have 24 hours to contact our support to request a cancellation or modification.

After 24 hours, we’ve already started working on your order and it is too late to cancel it or modify it.

To cancel an order, please provide all the details concerning the items you want to cancel as well as your order number.

To modify an order, please include all the details of your order: order number, style, size and color then specify the item you would like to change it for in your email and we’ll do our best to help you!

First, double check your spam folder and other email accounts. 


Can’t find it? No panic, just contact us and one our support team will help you!

Need help finding the perfect fit? Use the sizing chart information provided on our product pages.

If you don’t love your product, we’ll take it back within 30 days! All of our products are carefully inspected for quality and we will reprint any flawed apparel, free of charge. Please see our return and refund policy for further details.

We accept Visa, Mastercard, AMEX, Discover, JBC and Diners Club cards as well as PayPal.

Just after your order has been successfully placed.

All our prices are in US dollars. 

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

Delivery of your orders may take up to 1-2 full business days to be processed, picked and packed before it is shipped.

PLEASE ALLOW US 7 TO 20 BUSINESS DAYS FOR YOUR ORDER TO ARRIVE. Orders placed during a sale may take a little more time to process in our warehouse due to high volume. We will try our best to get your products to reach to you as soon as possible.

A Tracking Number will be sent to you by email a few days after your order has been placed. If you haven’t received your tracking number within the time frames below, please contact our help support team  and we’ll be happy to assist!

Apparel: 2-4 business days

Please note: 
It may take up to 24h for your package to show up in the forwarder's tracking system. 
For International orders, tracking information is available until the package leaves its country of origin. After that, there is no further tracking.

If your item has not arrived within 30 days please contact our support team. 

Once you’ve clicked through to Secure Checkout, you can enter your delivery address and continue to shipping method. Shipping costs are then calculated and tacked on to your subtotal at the bottom of the page.

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges vary from one country to another and are the buyer's responsibility. 

If it's within 24hrs please contact our support team.

Please note: every single item on our store  is print to order, we can’t exchange your product if your item is in production. But, your satisfaction is our priority and we will do our best to find a solution that will make you happy! Please contact our support team for assistance.

You’re not in love with your product, we’ll take it back! All of our products are carefully inspected for quality and we will reprint any flawed apparel, free of charge. Please see our return and refund policy for  further details.