Frequently Asked Questions
Accounts
- I forgot my password!
- Please click on the "forgot password" link, and a new password will be emailed to you.
- Why should I create an account?
- You should create an account so that you can track your orders, see order history, and so that we can provide quick and efficient service.
- How do you protect my personal information?
- Very carefully. Read our full privacy policy here.
Order Status
- Has my order shipped?
- We'll send you an email when your order ships. If you haven't received that email yet, then no, your order is still pending.
- How do I change my order after I've placed it?
- You may change or cancel your order before it ships. To do this you MUST have registered an account with us before you placed the order. Orders placed anonymously (without creating an account) cannot be changed once placed. To change your order, simply login to your account, click "my orders" and use the on-screen options to modify or cancel a particular order.
- How do I track my order?
- A tracking number was included in your email receipt. Visit UPS.com and enter that tracking number to see where your package is.
- An item in my order is missing or damaged.
- Please contact customer service right away and we will happily get this taken care of.
- My order never arrived.
- Please take a look at your email receipt and note the package tracking number. Visit UPS.com and enter that tracking number to see where your package is. If the UPS website lists your order as "delivered" and you do not have the package, please click here for customer service.
- When will my back-ordered item arrive?
- The short answer is: we don't know. It all depends on how fast our suppliers move. The good news is that you won't be charged until your order ships!
Shipping & Returns
- What are your shipping rates?
- We know how bad you want your new product, so we rush around like a pack of Jack Russell’s juiced up on Starbucks to get your order placed quickly and efficiently. We use the good folks at UPS Ground to assist us in shipping your order. Please allow up to two weeks to receive your package.
Shipping Rates within the United State of America
If your order total (excluding dog tags) is...
Up to $15.00 - $7.00
$15.01 to $40.00 - $8.00
$40.01 to $70.00 - $11.00
$70.01 to $100 - $13.00
$100.01 to $150 - $15.00
Over 150.01 $18.00
Shipping of dog tags within the USA - Free
UPS Next Business Day: $20.00 (in addition to UPS Ground Rate)
UPS 2nd Business Day : $15.00 (in addition to UPS Ground Rate)
International Shipping Rates
Please note, we have no control over and are not responsible for duties/taxes/customs charges on the receiving end of your package.
$0.00 – $15.00 - $7.00
$15.01 -$40.00 - $11.00
$40.01 - $70.00 - $14.00
$70.01 - $100.00 - $17.00
$100.01 - $150.00 - $20.00
$150.01 and over - $30.00
For international shipping of dog tags - $5.00
- Do you ship to my country?
- During checkout, there's a drop-down list of all the countries to which we currently ship. If your country isn't in that list, then no, we don't currently ship there. Sorry for the inconvenience. Please get in touch and tell us you'd like to see shipping offered to your country.
- What's your return policy?
- Dublin Dog will gladly accept a return or exchange if it is made within 60 days from date of purchase and is in new and unused condition. To initiate a return mail the product back to us with a copy of the invoice, a return reason and whether a refund or exchange is desired. Feel free to fill out the Exchange Form to assist you in that process. Return shipping costs are the responsibility of the customer and are non-refundable.
Exchange Form
If you have any questions or concerns simply contact our customer service team at 1.866.707.1231 or email us at: customercare@dublindog.com
- What's your warranty policy?
- The Dublin Dog Guarantee is Lucky for a Lifetime!
Collars, leashes and tags come with a lifetime guarantee against manufacturing defects with proof of purchase from Dublin Dog or an authorized retailer. Chewing, normal wear n' tear and lost tags are excluded. We recommend regular inspections and replacement every 2 year to curb natural wear and to ensure you have the most current and up-to-date features offered by Dublin Dog.
Under no circumstances do we recommend the use of a tie-out with our collars or leashes. Damages resulting from the use of a tie-out will not be honored by the lifetime guarantee.
Satisfaction guaranteed on all Dublin Dog toys. We will provide a one-time replacement if you're not satisfied with its performance. Proof of purchase is required along with the returned product for inspection.
Pricing & Billing
- I have a question about my bill.
- No problem. Click here for customer service.
- Do I have to pay sales tax?
- Only if you live in North Carolina. Our warehouse is located in that state, so we have to collect sales tax from North Carolina residents.
- I need a copy of my invoice or receipt.
- Please login to see your order history and to print an invoice or receipt.
- When will my credit appear on my account?
- Within 7 to 10 days after we receive your returned item.
- When will my credit card be charged?
- Sometime in the 24 hours before your order ships from our warehouse.
- How do I redeem a coupon or gift certificate?
- During checkout, there's a box that says, "Coupon code? Enter it here." Just type in the code on your coupon or gift certificate and you're all set. Your order total will be adjusted accordingly.