DogSupplies.com FAQ : DogSupplies.com, LLC : Dog Supplies, Dog Training Supplies, Dog Collars, Pet Supplies

DogSupplies.com FAQ

Q. Can I call in my order?

A. Sorry, but no. All orders have been received online since 1999 as Marcia is not always available to answer calls. If you have problems ordering or have a question, email me and I will help you ASAP.

All credit card transactions are securely placed on the internet via Blue Pay Secure gateway, the only other option would be to join PayPal and purchase through their secure service on my website.

There is no phone or address on the site as I am not always available by phone and I don't want people trying to return or exchange orders to me as they get returned to the vendor. 100% of orders are placed on line and I answer email inquiries promptly. If you are in a supper hurry, best to go to a different website.

Credit card fraud does exist in all forms of purchases such as at a store, over the phone and on the internet. Fortunately, the credit card customer is not responsible for fraud charges over $50 if a card or its number is stolen. Also, a customer can call their credit card company and report a fraudulent charge or a stop payment for bad service.

Since 1996 when the site was first opened, there has not been one customer's identity stolen or fraudulent use of their credit card at Dogsupplies.com. We are just too small plus, we don't maintain your cc info.

My website has been approved as an authentic and secure company through Commodo. Dogsupplies.com LLC holds a website identity assurance warranty of $250,000. This means that you are insured for up to $250,000 when relying on the information provided by Id Authority on this site.

Q. Can I get a Shipping and Handling (S&H) quote in advance of purchasing?

A. A: Yes, just order as usual. Continue with the check out until you get to the final order page. At the bottom of the drop-down menu for "Methods of Payment" choose "Quote for S&H only." You do not have to pay for your order at this point. But, this will usually delay shipping for 24 hrs. until your approval is received.

� Under the text box titled "Comments or Instructions for Marcia" put method of shipping ie: airmail, ground, 2nd, 3rd day or overnight, and date by which you need delivery. .

� You will receive an automated receipt of your order and S&H quote only request. Your S&H quote will be emailed within 24 hrs. for your advanced approval and payment.

� S&H Quote only option is for people who need a rush order or who need delivery outside the continental US. No payment is made.

� If you are in a big hurry and you DO NOT need a S&H quote in advance, put "SHIP AND BILL" in the comment box and pay for your order. Your order will be shipped ASAP (frequently within 24 hrs.)and actual cost plus $3 handling will be charged.

� Regular S&H for all orders placed within the continental US is $5.95 for orders under $59 and FREE for orders over $59. Regular shipping is sent via ground service or USPS with delivery within 5-8 days. Orders are normally shipped same or next day.

No air shipments for large items such as crates, grooming tables or dog beds. Cost is usually higher than the item being shipped.

Q. Can I pay for my order with a check?

A. At this time, we only accept Master card, Visa, Discover and American Express and Paypal

Q. Can you rush orders overnight or 2nd day air?

A. Dogsupplies.com can accomodate most rush shipping requests if you give the date needed and check your email for a reply for approval of cost in advance. If you don't require pre-approval, just say "SHIP and BILL" under special instructions on the final check out page. You can request in advance rush shipping, but not all manufacturers can accomodate. Also, if the order is coming from more than one manufacturer, that would require additional rush shipping rates.

Q. Can you send me a print catalog?

A. Our shopping service is strictly on-line, so please bookmark our virtual store. No print catalog, but we do give you personal service and can help you find almost any product that you are looking for. Just ask us! We use 12-15 vendors throughout the US which drop-ship your order.

Q. Do you acccept International Orders?

A. Unfortunately, we are only able to process credit cards issued in the United States. Many of our vendors will not ship out of the U.S. We recommend to have a friend or relative in the U.S. place the order and ship it too you. Many times, one order comes from more than one of our vendors, but we only charge one shipping fee in the U.S.

Q. Do you charge sales tax?

A. Only orders shipped to Florida are charged sales tax. Since Marcia is located in Gulf county, Florida, she is obligated as a registered merchant to charge 7% sales tax to all orders shipped to Florida.

Q. How can I assure that I get the right size collar/harness for my dog?

A. The best way is to measure your dog before placing your order. Different manufacturers use different standards for lengths. Each collar and harness shopping page gives instructions for sizing.

Basically, you want to obtain your dog's snug neck or chest measurement behind the front legs. Then, depending upon the style you choose, you will be asked to add 2, 3 or 4 inches or to add 5-10% in the case of a harness to the actually measurement of the dogs chest. If you are unable to measure your dog, measure the collar that your dog is wearing now - measure only the actual material that fits around the neck, not the buckle or overall length of the collar.

***HINT: If you don't have a seamstress's cloth tape measure, please don't use a metal carpenter's tape measure. This will not give an accurate measurement. You can use a ruler by measuring your dog's current collar from the buckle to the hole used now, or, for a snap collar, from snap to snap. Please calculate a snug measurement, so we can estimate the correct corresponding size. Or you can use a ribbon or string to determine the length around the neck where the collar would sit, and then measure the string with a ruler.

If you have to guess the size, just let us know and we'll wait to process your order until you can take the exact measurements. You would be surprised just how many people guess the wrong size and have to return, UGH!

Q. How do I use the shopping cart?

A. 1. Put Items in Your Cart

Shop around the site, adding items to your cart by clicking on the "Add to Cart" button on the bottom of each product description page. Click on back, home or continue shopping to return to shopping areas.

2. Preview Your Order

From your cart page click the next button anytime to see an Order Summary.

3. Proceed to Check-out

When you're finished shopping and ready to check out, use the checkout button from the Order Summary page.

PLEASE NOTE:

Read the instructions and messages at the top of every cart page. They will tell you what to do next. Click any of the buttons or links to move around the Shopping Cart. Do not use your browser back/forward buttons to move through the cart.

Here's what the Functions do:

*Home This will take your browser back to our main page.

*Continue Shopping This will take your browser back to the page you were viewing when you entered the Shopping Cart system, or possibly a main shopping area.

*Update Quantity / Re-calculate This will update any changes in quantities you make to the items in your shopping cart. Enter a zero or blank to remove an item from your cart. Enter a different quantity to change the quantity ordered for a particular item. Then click the update quantity or re-calculate button to record changes. Important: If you make any changes in quantities you must run the update quantity or re-calculate before you proceed with next and checkout.

* Delete Cart This will remove all items from your shopping cart.

* Edit Cart This will return you to change the quantities of items currently in your shopping cart. If you change any quantities, you need to use the update quantity or re-calculate button before proceeding to next.

* Next This will show an Order Summary for the items currently in your shopping cart. You may be prompted to enter information needed to calculate shipping, tax, etc. Then you will be able to view exact charges for your ordered items. This is just a preview and summary, no billing occurs until you complete the payment information and a final invoice is displayed.

* Edit arrow, edit button This enables you to edit shipping or other information for your Order Summary.

* Checkout This will take you to the checkout area where you will be prompted to enter payment information. When your billing information is entered, then click on the place order button for final processing. Nothing is billed until you've entered all needed payment information.

* Place Order After you enter all needed payment information, then click on this button to submit your payment for final processing. If you are missing needed information you'll get further instructions. Follow the messages and prompts, and re-submit until you have all needed information complete. When your payment information is correct and approved, a final invoice will be displayed. You should print the final invoice for your records.

Note: This is the final processing request, and your payment will be processed.

Q. How fast will you ship my order?

A. Our vendors normally ship within 24-48 hours. Normal deliveries take 5-8 business days. If it will take longer, Marcia will let you know. You can request in advance faster shipping, but not all manufacturers can rush orders. Also, if the order is coming from more than one manufacturer, that would require additional rush shipping rates. Dogsupplies.com can accomodate most rush shipping requests if you give the date needed and check your email for a reply for approval of cost. If you don't require pre-approval, just say "SHIP and BILL."

Q. What is your return and exchange policy?

A. If you order the wrong product, just re-order on-line the product you want and email Marcia for Return Authorization Instructions for the "return product." Once your return is received by the vendor, Marcia will refund your credit card the cost of the product. Return postage is paid by the customer unless the product is defective.

If you decide to return your purchase, just email Marcia for Return Authorization Instructions within 14 days of receipt of your order. Our vendors accept returns of products in new condition. Some manufacturers do not accept returns or exchanges (unless defective).* Some manufacturers charge a restocking fee which would have to be passed on to you. See these exceptions below:

* Manufacturers that do not allow returns or exchanges unless the product is defective. These manufacturers offer very high quality products and do not want to handle exchanges or returns. All items not returnable are marked on its specific description page.
They are:

"Bowsers" - Beds and seat covers
"Sherpa" - Totes and Carriers
"Pet Ego" - charges a $10 restocking fee
"Pet Dreams" - charges a $5 restocking fee

No refunds on books or tapes.

If you received free S&H for the product your returned, our regular $5.95 S&H fee will be deducted.

Q. What is your shipping charge?

Orders under $59 pay $5.95 S&H within the continental U.S.
Orders over $59 receive FREE S&H within the continental U.S. If returned, $5.95 is deducted from refund.
Orders shipped to Florida are charged 7% state sales tax.
Orders to Hawaii, Alaska and Puerto Rico pay actual shipping charges less $5.95 (regular charge) for each vendor. Ask for quote in advance as described in fAQ question below.
Rush orders that need overnight or 2nd day air should inquire in advance as described in fAQ question below. Actual shipping costs are charged plus $3 handling fee. If you don't need a quote, just let us know under "Comments & Instructions for Marcia" on the final order page to "SHIP & BILL" rather than wait for a quote.
Sorry, no international orders at this time. We recommend that someone you know in the US place your order for you and forward it out of the US.

Dogsupplies.com uses 12-15 distributors and manufacturers though out the US. Frequently orders are filled by 2-3 vendors. You receive same S&H fee above (within continental US) even if your order comes from several vendors.

Q. What method of shipping do you use?

A. Depending on the vendor, your order will be shipped via UPS or Fedex ground service or USPS. We will send you an email with all the details usually the same day you place your order.

Q. Why don't the items I choose "add to cart" or stay in the cart?

A. Cookies and Javascript must be enabled within browser settings usually under browser preferences. See instructions below.

You may receive a "Page Not Found error" when you click "Checkout" or "Place Order". Simply click the Back Button on your Browser and Click Button Again.

If you are placing items into your cart, but they are not staying in your cart, then your browser may be rejecting cookies. To find out if your browser is rejecting cookies, place an item in your cart from anywhere on the site, and then click on the update quantity button. If your browser does not have cookies enabled, then you will be redirected to a page with an error message.

Lowering the security settings may also help. AOL users may need to turn on cookies as some browser versions are set to off by default. High personal firewall privacy settings may also effect cart operation but in most cases not. Norton / Symantec Personal Firewall users may have HTTP Referers turned off. Norton Internet Security when set to not report HTTP Referers is a so called "privacy" issue for a user. For the website owner it's a "security" issue if they don't report the referer, almost a catch-22. Just turn referers on by:

Advanced Options / Privace Tab / Referer

Setting Cookies/Javascript Browser Option:

Please check your browser preference settings to ascertain that it will accept cookies. Access these settings in:

Internet Explorer through Tools/Internet Options/Security/Custom Level/Cookies: Enable.

Netscape - go to: Edit / Preferences / Advanced - Bullet either "Accept all Cookies" or "Accept only cookies that get sent back to original server". Checking your browser options/preferences to make sure JavaScript and Java are enabled. Netscape 4.x - 7.x Edit / Preferences / Advanced MSIE 6.x Tools / Internet Options / Advanced - Java VM Tools / Internet Options / Security / Internet / Custom Level / Java Permissons - Medium to Low Safety, Scripting - All Enabled. Security SSL - MSIE 6.x Tools / Internet Options / Advanced - Security SSL 2.0 SSL 3.0

Older / obsolete vintage browser versions [ ie: Netscape - Version 3.0 ] do not comply with the most recent secure certificate issuing organizations. Users of these early browser versions may receive an alert indicating that the certificate is outdated. This is not true. Upgrade your browser by clicking the Thawte icon to resolve these issues.