FAQ

F.A.Q

Got questions? We've got answers! Just look through the FAQ below. If you can't find the answer, feel free to call us at 844-963-3644, or email us at info@zoedoggy.com

Shipping

Shipping

How do I know if my order has shipped?

You can check the status of your order by simply logging into your account. Once your order has shipped, we will send you a notification by email. As soon as we get a tracking number, we will send that to you too, so you can track your order in real time until it arrives to your doorstep.

How do I track my order?

We will send you a tracking number when one is available.

How do I change quantities, cancel an order or cancel an item in my order?

Please fill out the Contact Us form or email us at info@zoedoggy.com and we will make the changes for you.

Can I cancel an order if it’s already shipped?

Absolutely.  Just contact us and we will cancel if for you.

My order never arrived. What do I do?

If your order doesn’t arrive by the expected date, please contact us right away so we can resolve this. You may use our main contact form, our order contact form, or simply call us at 1-844-963-3644.

An item is missing from my shipment. What do I do?

If your shipment arrives and it is missing an item, please contact us right away. You may use our main contact form, our order contact form, or simply call us at 1-844-963-3644.

My item is missing parts. What do I do?

Please contact us right away! You may use our main contact form, our order contact form, or simply call us at 1-844-963-3644.

My item arrived damaged. What do I do?

Please contact us right away so we can resolve this issue quickly and efficiently You may use our main contact form, our order contact form, or simply call us at 1-844-963-3644.

How much do you charge for shipping?

Ground shipping on orders greater than $99 is free! For all other orders, shipping costs are based on the weight of the item being shipped and the shipping method you select. To find out the shipping cost of your order, check your shopping cart – it will calculate it for you.

Do you offer international shipping?

Not at this time, but it’s coming soon!

Returns

Returns

How do I return a purchase?

To process a return, simply contact our Customer Service Department for a Return Authorization Number and the shipping address.

Please return the item with the Return Authorization Number on the outside of the box. Please allow 30 days for the refund to appear on your credit card or method of purchase. Items arriving without the original packaging or labels missing will be subject to a 15% restocking fee.

What is your refund policy?

Returns must be processed within 15 days from the invoice date for a full refund or store credit of the purchase price. Returns must be in original packaging, free from pet hair, unworn, and in perfect condition. Pending approval, Items returned after 15 days may be eligible for a store credit only and may be subject to a 15% restocking charge.  All sales are final after 30 days.

Do you offer store credit on returns?

We do offer store credit on items returned after 15 days. Items that were purchased more than 30 days ago are considered final sale and are not eligible for store credit.

Do you accept returns on damaged items?

The item must be in resalable condition in order to be eligible for a refund.

Do you offer exchanges?

We do offer exchanges for items that are unused or in original condition. Item must be exchanged within 15 days of original purchase.

My Account

My account

How do I set up an account?

Simply click on the ‘Create and Account’ link located at the top right corner of our website and fill out the form as prompted. You will receive an email asking you to confirm your address. We will send you a separate email with your account information once your address is confirmed.

How do I edit my account information?

To edit your account information, you must login, and then click My Account. Sections can be edited by clicking on the ‘Edit’ link in the corner of each box.

How do I recover my username or password?

On the login screen, click ‘forgot password’ and enter your details as prompted. You will be sent an email with your login information.

When will my order ship?

Most orders ship within 1-4 business days, providing that you place your order during business hours.

How much is my shipping?

Ground shipping on orders greater than $99 is free! For all other orders, shipping costs are based on the weight of the item being shipped and the shipping method you select. To find out the shipping cost of your order, check your shopping cart – it will calculate it for you.

How do I apply a coupon code?

A coupon code section is provided during the checkout process. Simply enter your code and the discount will be applied.

Pricing and Billing

Pricing and Billing

Do you offer layaway?

Unfortunately we do not offer layaway at this time.

What forms of payment do you accept?

We currently accept Visa/MasterCard, American Express, Discover, and PayPal. More payment options coming soon!

Do you take international credit cards?

Yes, as long as they are Visa/MasterCard, American Express or Discover.

Do you charge sales tax?

We charge Sales Tax when shipping to California. It ranges from 8-10% depending on county

I have a question regarding my charges. Who do I contact?

Please contact customer service.

You can call them at 1-844-963-3644.

How do I get a copy of my receipt or invoice?

A copy of your receipt is available to print from the order status page located under My Account.

When will my credit card be charged?

Your card will be charged when your order is submitted.

I returned an item for a full refund. When will the refund clear my account?

The amount of time it takes to process a refund depends on your credit card company. Please allow at least 2-7 days for the money to appear in your account, although some credit cards may take up to 30 days.

How do I know my payment information is safe with you?

Our website is protected by an SSL 2048 bit key. We do not save credit card numbers once your payment is charged, so your credit card information can’t be stolen from us.

Site Information

Site Information

How do I navigate your website?

To navigate our website, use the category bar located on the left hand side of the page. If you’re looking for a specific product, you can use our search bar in the upper right corner of the site. You can also visit our site map if you’re unsure where to find something.

How do I search for a specific product?

To search for a specific product, enter your keyword(s) into the search bar and press enter.

How do I know my information is safe on your website?

Our website is protected by an SSL 2048 bit key, WordFence Security Antivirus, and a Firewall to ensure your information remains safe. We recommend that you use non-trivial, unique passwords that you have not used on another website. If your information is compromised on another website and the hacker is able to use the same password from that site to log into your account here, we can’t protect against that, so make sure you use a different password!

What is your privacy policy?

To view our privacy policy, click here.

What is your cookies policy?

Our cookies policy is covered under our privacy policy. To view it, click here.

Sizing

Sizing

How do I choose the right sized item for my dog?

We’ve provided an easy-to-read sizing chart to ensure you choose the right sized item for your dog. Keep in mind that long-haired dogs should be measured loosely. If you are in doubt, order a larger size.

Do you have a sizing chart available?

Yes. Click here to view it.

What happens if I order an item and it doesn’t fit my pet?

You may return items that don’t fit as long as you meet the guidelines of our return policy. To review our return policy, click here.

Additional Support

Additional Support

How do I contact you?

You may contact us during our business hours by calling 1-844-963-3644. You may also send us a message any time using our contact form, and we will return your inquiry as soon as possible.

I have questions about an item I purchased; can you help me?

Yes! We are more than happy to help answer any questions you may have. Please call us at 1-844-963-3644 during business hours, or send us a message anytime using our .

Do you provide troubleshooting for item assembly?

We do not directly provide troubleshooting for item assembly, but we will help you get in touch with the original manufacturer, who can help you.

Zoe Doggy of Beverly Hills