FAQ
Q: What is the Dear Pooch Marketplace Return Policy?
A: Our return policy varies depending on the product manufacturer. We encourage customers to check the specific return timeline for each product. It's important to note that items marked as "final sale" are not eligible for refunds. If you are eligible for a return, the refund will be processed in the original method of payment. Please be aware that shipping costs are nonrefundable. To ensure a successful return, all merchandise must be in its original, unused, unwashed, and resalable condition. To ensure the integrity of the product packaging, we kindly ask that you refrain from attaching shipping labels or tape directly to it. For returning items, please use a new box or the original shipping box that the item arrived in.
Q: How long does an item take to ship after the order is placed?
A: At Dear Pooch Marketplace, we currently offer standard shipping. The delivery time frame varies depending on the item's origin. For items shipped from overseas, it typically takes about 5 to 10 business days. For items shipped from within the USA, the delivery can be expected within 2 to 5 business days. Keep in mind that these are estimated timelines and may vary based on specific circumstances.
Q: Do you ship to international addresses?
A: We regret to inform you that, as of now, we do not offer shipping to international addresses. Our services are currently limited to domestic destinations in the USA only. We are continually evaluating our shipping policies and hope to expand our reach in the future. Please stay tuned for any updates regarding international shipping options.
Q: What is the timeline for receiving a refund?
A: Refunds are initiated once we receive the returned item(s) at our facility. The amount refunded will be equal to the price listed on your original receipt. Please note that credits for any returned merchandise will be applied exclusively to the credit card used for the original purchase. We kindly ask you to allow 1 to 2 billing cycles for the credit to be reflected on your credit card statement.
Q: What is Credit Card Authorization?
A: Upon placing your order, your credit card will be authorized for the total purchase amount. If you choose to cancel your order, the authorized amount will be refunded to you. For order cancellations, please reach out to us via email at contactus@dearpooch.com, and we will assist you with the process.
Q: What is the cost of shipping for my order?
A: Shipping costs are determined by several factors, including the manufacturer of the item, the specific item itself, and the shipping destination. To ensure clarity, the exact shipping charges for your order will be calculated and presented for your review during the checkout process, before you finalize your order.
Q: What should I do if my shipment hasn't arrived?
A: In case you haven't received your items or shipment, please reach out to us within 7 days from the date it was shipped. We're here to help resolve any issues with missing shipments.