FAQS

FREQUENTLY ASK QUESTIONS AND SHIPPING

DogsAndCatsShop partners with global merchants in order to provide you with the best prices and a unique global shopping experience.

As we ship directly from our global partners, your item may take 7-20 working days to arrive (not including processing times).

When will my order be shipped?
Once you have placed your order, your information will undergo a verification and anti-fraud process. This is for us to make sure that we have valid shipping information. If not, we will send an email to update the information we have on file. Please respond to the email within 14 days otherwise, your order may be canceled. The verification process takes a maximum of 2-4 days after which we will email your tracking number.

How long does it take for an order to arrive?

IMPORTANT: PARCEL CARRIER SERVICES CANNOT GUARANTEE YOUR ORDER CAN ARRIVE BEFORE CHRISTMAS DAY. WE WILL SHIP OUT ASAP IF ORDERED BUT WE DON’T WANT TO WRECK ANYONES CHRISTMAS SO PLEASE BE AWARE OF DELAYED SHIPPING TIMES. THANK YOU!

This depends on the product ordered and your location. Typical delivery times are:

USA/Canada: From 7 - 20 days. Some products 3-5 days.
Europe: From 15 - 35 days (UK: 12-25 days)
Australia/New Zealand: From 12 - 25 days
All Others: From 20 - 50 days 

All shipping is insured. If your shipment does not arrive e.g. lost in transit, please contact us ASAP and we will sort it out for you.

 

If for whatever reason your goods do not arrive, you will be refunded in FULL. THAT’S OUR GUARANTEE! 

IMPORTANT: Customers are responsible for providing us with the correct shipping and billing address. If you realize that this is incorrect please contact us as soon as possible. If the product has already been shipped a refund cannot be processed until the product has been returned to us.

Are the "FREE" items really free?
YES! For our promotional items, all you have to do is cover the cost of handling, processing, and shipping. The price of the item itself at the checkout is $0.00!!

Will I have a tracking number?
We will send you a tracking number via email. In some cases, it may take up to 5 days to receive your tracking number. You can track your order from the link included in the email we send you, or via the "Track Order" page accessible in the main menu or footer of this website. 

If you haven’t received your email, please check your spam folder. If the email is not in the spam folder contact us immediately so we are able to provide you with the relevant information.

I ordered 2+ items, but only received one... where's the rest of my order?
We have a large range of products not stocked in-house. When you order multiple items in one transaction, they may be shipped separately to speed up your delivery. Don't panic if you don't receive all of your items at once, they are on the way.

Why have I not received any order confirmation details?
In most cases this is due to an incorrect email address, so please check this carefully! Throughout the process, we send 3-4 emails, including an order confirmation, a fulfillment notice, and a shipping and tracking notice. Please contact us without delay if an amendment is required and we will attend to it immediately.

What about Refunds & Returns?
Please read the Refunds & Returns page.

Will I need to pay customs duty or import duties?
Customs duty and fees depend on the laws of your country. In the majority of cases, you are not required to pay any customs duty or fees. We mark all our orders as low-value gifts. In addition, we send larger orders in separate packages to avoid such charges. As any duty or fees are determined by the authorities in the buyer’s country we suggest that you check with your country’s customs office to determine whether your purchases will be subject to any duty or fees. 

If the order is detained by local customs, buyers are responsible for the customs clearance processing, including any duty or fees.

Do discount codes apply to sale items?
No, discount codes do not apply to any item on sale.

I sent an email to  and have not received a response?
Please check our email address and try again. Additionally, you can contact us over our Fanpage on Facebook. We will reply within 24 hours.

Product Disclaimer for DogsAndCatsShop
If you are not completely satisfied with your chosen products or have any questions, please contact us immediately. Due to lighting, camera angles, manufacturing batches, degradation of images due to compression and other web tools, some colors may vary to the image shown.

Worldwide Shipping
Customers are responsible for providing us with the correct shipping and billing address. If you realize that this is incorrect please contact us as soon as possible. If the product has already been shipped a refund cannot be processed until the product has been returned to us.

Service Transit Time is provided by the carrier and excludes weekends and holidays. Note: If the packaging of the goods is damaged PLEASE DON’T SIGN THE DELIVERY DOCKET OR ACCEPT DELIVERY AND ADVISE US AS SOON AS POSSIBLE!

Representation
Due to lighting, camera angle, manufacturing batches, degradation of images due to compression and other web tools, some colors may vary to the image shown.

Currency
Our store prices are shown in your local currency but in $USD at checkout. All transactions will be processed in $USD through PayPal® and Stripe®.

Feedback
If you have any questions concerning our items or services, please feel free to contact us first before you leave any negative comments. We will do our best to resolve any issues until you are 100% satisfied. Thanks!! :)