Frequently Asked Questions
Q : How can I visit your stores?
A : Woof! We love making friends. Come check out our new New York City store at 555 6th avenue in NYC. You can find us between 15th & 16th street on 6th avenue. We're open Monday - Friday from 10am - 7pm, Saturday & Sunday 11am - 6pm.
You can visit our Hamptons location at 2491 Main Street in Bridgehampton (across from Starbucks). We're open Friday - Monday, 11am - 5pm. Closed Tuesdays/Wednesdays/Thursdays (Winter 2022 hours).
Masks are required for staff and customers.
And don't forget your four-legged friend - well-mannered, leashed dogs are always welcome!
Q : How do I know which size to order for my dog?
A : Every dog - and every designer - sizes their items differently, so be sure to measure your dog according to the size reference included on each sized item. Our team has lots of experience in finding the perfect size for all types of pooches - so we're always happy to help you find the right fit for your furry friend. Just email us at email@example.com with specific questions or for additional info.
Q : How much is shipping?
A : All domestic US orders ship for a flat rate of $6. Orders are shipped via USPS First Class or Priority, unless an alternate shipping option is selected.
Note as of 1/1/2021 : Our e-commerce provider, Shopify, is causing some orders to erroneously be charged $12 instead of $6 on certain orders. If this happens, you will be refunded the additional $6. Our apologies! We are working with Shopify to get this resolved ASAP.
For international orders, if the shopping fee appears to be much higher than expected, please contact us to check on how this error may be affecting that rate as well. We are happy to advise and help to find the best international rate possible!
Q : How will my order be packaged?
A : DOG & CO. believes in responsible packaging, and makes a point to reuse all like-new packing materials. Whenever possible, we choose eco-friendly & recycled packaging options in order to reduce shipping waste.
Q : When will my order ship?
A : Most orders ship within 3-5 business days of being placed. We are a small shop - but work hard to get your order out as quickly as we can, and will let you know if there is going to be a delay. You will receive an email with tracking information as soon as your order has shipped.
If you are within the NYC area and would like to pick your order, please email us at firstname.lastname@example.org, and we are happy to prep & package your order for a pre-arranged pick-up day & time.
Q : Which carrier will be used to ship my order?
A : All US orders shipping on the $6 Flat Rate option will be shipped via USPS First Class or Priority Mail.
You may choose to select UPS for any domestic shipment, for which a rate will be calculated based on the size and weight of your order.
Customers outside the US are responsible for all applicable taxes & duties. Please contact us with questions about shipping rates outside the US, Canada, Australia, & the UK - we are always happy to arrange a more economical shipping rate ((based on size of items ordered)) whenever possible - please see below for more info.
Please note, that the shipping method that you select only affects shipping time, not processing or production time on your order - unfortunately we're not able to speed up those parts of the process! If you need your order shipped in a hurry, please send us an email or a text, and we're always happy to see what we can do.
Q : When will my same-day delivery order arrive?
A : Same Day Delivery is available Monday through Friday, excluding major holidays. Orders placed before noon will be delivered by 10pm. Orders placed after 12pm will be delivered the following business day before 10pm. We are not able to accommodate specific delivery time requests.
Q : What Happens if There Is a Failed Delivery Attempt?
A : In the event of a failed delivery the customer is notified and redelivery is attempted on the following business day or another day of the customer’s choosing. After 2 delivery attempts the package will be returned to the Ship Essential
Q : Will my order get there Same-Day if ordered on the weekend?
A: No, orders are only delivered Same Day Monday - Friday.
Q : What about international orders?
A : We offer weight + size calculated rates for shipments outside the US, via USPS or other international carrier.
Please note that certain items are not available for shipment outside the USA ; a note will be listed on each of these items (beds, tents, etc).
Please note that additional shipping charges may be due on certain international orders. While we do our best to generate accurate shipping quotes on our website, sometimes large international shipments do require additional freight costs. We will contact you with shipping method options if this is the case.
Please note that customers outside the US are responsible for all applicable taxes & duties. We are unable to calculate the specific duties that might be owed on your order, so your total does not include any duties that may be required for delivery outside the US.
If you reject an order once it has arrived to your destination country, you will not be refunded for the shipping cost when the order is returned to our shop, and return fees assessed by the shipper may be deducted from your order total as well. This is because we have already paid to ship your order, and we will incur additional fees in order to have the goods returned to us if you reject them. As a small business, we cannot assume these costs if you bounce your order.
Note as of 1/1/2021 : Our e-commerce provider, Shopify, is causing some orders to erroneously be shown double the normal shipping rate on certain orders. If this happens, please contact us to check on how this error may be affecting that rate as well. We are happy to advise and help to find the best international rate possible!
Our apologies! We are working to get this resolved ASAP.
Q : What if there is an issue with my order?
A : If you have any problems placing or receiving your order, please email us at email@example.com - we're happy to help!
Please note :: we cannot be responsible for orders shipped to an incorrect address that we were provided, so please double check your shipping address before you place your order, as it is not possible to redirect orders shipped via USPS.
Q : What if I need to return or exchange my online order?
A : We want you to be happy with your purchase! Online (shipped) purchases of new, unused items can be returned for exchange or refund within 14 days of purchase.
Online orders that are picked up in store are eligible for exchange or store credit within 14 days of purchase.
All online returns require a Return Authorization number. To receive a Return Authorization number, please email us at firstname.lastname@example.org with your name, order number, and reason for return. We will reply with your RA number and detailed instructions on processing your return. Please note that we do not offer pre-paid returns, you will be responsible for return label cost. Please do not return items directly to vendor.
Store orders are eligible for exchange or store credit within 14 days of purchase. Any returned goods must be in as-new condition.
Please note that we are unable to return or exchange any food, grooming items or beds. Please see additional info on returns & exchanges here.
Q : What if I need to return my store order?
A : We want you to be happy with your purchase! Store purchases of new, unused items can be returned for exchange or store credit (no refunds) within 14 days of purchase.
Please note that we are unable to return or exchange any food, grooming items, beds, or special order items.
Please email email@example.com for any additional info on store returns.
Q : Can I return or exchange a sale item?
A : All sale purchases are final sale, and cannot be returned or exchanged.