FAQS

ORDERING & RETURNS

How do I place an order?

You can place an order by visiting the storefront, viewing products, adding items to your cart and clicking Checkout to begin the ordering process.

What forms of payment do you accept?

We accept all forms of major debit/credit cards

How do I update my order?

If you need to cancel an order, please contact us immediately at dog360store@gmail.com, and we will see what we can do. Updates are dependent on which stage of fulfillment the order is in and unless the order is a pre-order, we likely cannot make any changes. Once an order has been successfully placed and moves to processing, changes can no longer be made as the order is being packed and prepared for shipment.

Orders generally ship within 1-3 business days after the date they were placed.

Why am I being charged sales tax?

dog360store.com is a corporation that operates in the state of Idaho, so all orders with billing address information from Idaho will have sales tax included with the order.

How can I check my order status?

If you created an account during checkout, you can log into the Your Account at any time. Otherwise, you will receive email updates for each order status update.

What if I have a question about my order?

If you have questions about your order, please contact us dog360store@gmail.com. Thanks!

What is your returns & exchanges policy?

We want you to have the best experience when shopping online with us, so if you receive a product that is defective, please contact us at dog360store@gmail.com. View our policy here.

WHY IS MY ORDERS BEING DECLINED?

Credit card charge attempts are normally declined due to a mismatch of billing information. If the billing information you entered does not match up exactly with the information on file with your card issuing bank, the transaction may be declined. Please double check the full name and full address on file with your card issuer, and make sure the same correct information is entered into the billing fields when placing an order.

If the billing information is correct, then please double check that the card number, expiration date and security code are all being entered correctly as well.

After making sure all information being submitted is correct, then we recommend contacting the issuing bank for your card, and inquiring with them what the issue may be.

My order attempt was declined, but why do I see multiple charges on my online statement?

When order attempts are made and then declined, this means no transactions were processed for the credit card, and no funds were processed for these transactions.

Certain banks and credit card companies place holds on user's cards for order attempts, even if no actual transaction takes place. It appears your bank could be applying this method.

Transaction holds on credit cards usually pass within 24 - 48 hrs, but that depends on the policies of the issuing bank, and this process is entirely out of our hands. We do not have the ability to influence when or how credit card holds are implemented, as that is solely up to the issuing banks.

If there is a hold enforced by your bank, it should clear here shortly. Any further questions regarding the hold process should be directed to your issuing bank.

Out of stock item?

If the item(s) you have your eye on happen to be out of stock, there's a good chance it will be re-stocked soon!

To be notified as soon as an item is added back to inventory, simply click on the 'notify me' option to the right of the item on the product page and a message will be sent letting you know when the item has been re-stocked and is available.

SHIPPING

How much does domestic shipping cost?

Easy! To view all available methods of shipping for your order, please use the Shipping Rate Calculator by adding items to your cart, clicking Checkout and then enter your destination country and zip, and you will find all available shipping methods and costs for your order.

Shipping prices are determined straight from the carriers. The cost of the shipping depends on the weight of your entire order and its destination from our warehouse. We are fans like you, so we keep these costs as low as possible.

What are the shipping methods available / how long is the time in transit?

Transit times depend on the shipping method chosen at checkout. Please note that these transit times are effective once the shipment is actually processed and in-route:

When will orders arrive?

Shipments will be sent out within 1-3 business days. Orders are expected to be delivered between 12-20 days. If you don't receive your order within 45 days contact Dog 360.

The tracking link in my shipment confirmation email does not work, why?

If you received an order shipment confirmation, then good news, your package is en route to you. For the delivery confirmation link contained within this email, please allow at least 24 hours for the delivery confirmation link to be properly updated by the shipping carrier. Sometimes they need a day or so for their systems to update.

Do you ship to international countries?

We do ship to many countries. However, please understand that once the item get to the border of your country it is your responsibility and we can not be held responsible if it doesn't make it to your door. Also, many countries charge additional taxes / customs fees to import the item. We have no control over said fee either. Please understand how your country works with regard to incoming items.

How do I update my shipment?

Once an order has been successfully placed, it then moves to processing and product changes can no longer be made as the order is being packed and prepared for shipment.

We have a very small window to cancel an order or to make shipping address changes. If you find your shipping address is incorrect please email customer support right away with the correct address and we can update that if we are still able to.

Once an order is marked shipped, it is unable to be updated.