FAQs | Ordering |
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| Friday, 20 April 2007 | |
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Who are we? We Are Different! When we say that we're different, it's not just lip service. Hard work and talented salespeople have allowed us to blossom into a dedicated online and stand-alone store. We take a completely different approach than the other nationwide chains. 'The Urban Dog' is steered by years experience in all facets of marketing, sales, management, and determination. We hire salespeople who really care and give them the best training in the industry. All our salespeople are prepared to answer your questions. We offer mid- to high-end products, while most other national chains offer low- to mid-end products. We assume that our customers are as passionate about pet clothing, accessories, and other specialty items as we are. What is your delivery time? Please note, winter (and Christmas) is our busy season and your goods can take longer because of our high volume use from customers ordering from us. Please place your orders at your earliest convience to ensure you get your goods when needed. We will do our best to get your requested products out as soon as possible. Our standard delivery time for online orders shipping can take upto 6 weeks or longer in Canada (depending on your shipping location and if we have the goods stocked at our store, or if they have to be ordered from our suppliers). U.S. orders and orders overseas can/will take a longer delivery time. Our orders may have a longer delivery time due to back-orders from our suppliers, poor weather conditions, special requests, and products arriving from our suppliers from overseas. We can not and will not always contact our customers if goods are back ordered, if you have a delivery deadline you must inform us of this in the comment section at the time of check out. For an additional charge, we can ship overnight or send the goods by your preferred shipping methods rather than our standard shipping methods. If you are paying via PayPal, there will or maybe an additional delay of your order if your PayPal request is held from PayPal to ensure money clearance from them. Your order will not be processed until we have confirmation from PayPal that your fee has been approved. This can take up to 2 weeks from them to clear your funds depending on what method you have chosen to pay with. *PayPal is currently offline due to technical issues* Our shipping time is used as a guideline, please note there can be delays that we have no control over. The shipping charges are not necessarily determined by the quantity of the items purchased and/or based on the location of the goods are being shipped. Do you ship to The United States and overseas ? We will ship to other destinations outside of Canada, but can not estimate how long the product will get to your destination. Delivery time can range from 3to 8 weeks to destinations outside of Canada. Shipping charges are approximate upon your checkout cart. Additional charges will will be applied to the order for out of country shipping if required. We are not responsible for any lost, damaged, or incorrect addresses on goods once they are shipped to an international destination. ANY CUSTOM CHARGES WHICH ARE ASSESSED BY EACH INDIVIDUAL COUNTRY AT THE TIME OF DELIVERY IS THE RESPONSIBILITY OF THE CUSTOMER. We will not and can not estimate your country's custom charges. Please assure shipping information is correct. Are you able to sell wholesale? Yes, we do have products that we wholesale. Please enquire if you are interested. What is my pet's size? We have some size charts available on this web site that can be used as a guideline. Please do not assume our sizes of apparel are similar to merchandise you currently own. Pay attention to the size charts we offer you as they are different from manufacturer to manufacturer. Pets come in many shapes and sizes and we will do our best to assist you in your selection for the correct size. If you are unsure of the size please phone us and we will assist you with your size selection. You are ultimately responsible for the decision making on what size of apparel to choose, we are only trying to assist you in your decision. What is your exchange and return policy? We allow merchandise returned only if it has the original tags and is in an unused condition (and with our authorization only) within 10 days of receipt for a merchandise exchange or store credit, you are responsible for all extra shipping charges, including us resending your item back to you if you ordered the wrong apparel size or any other purchased item you are not satisfied with. Do not place a new order on the website for an item that you will be exchanging without our permission if the goods will be exchanged. We prefer that we speak with you, so we can be assured that your replacement item is correctly agreed upon. Store credit is valid for one year. At our discretion, we may charge a 25% restocking fee plus shipping and handling for goods returned for exchange or store credit if the goods aren't regularly stocked at the store . Please do not ship a returned item without the authorization from us first. On occasion, items can be defective. If such a thing occurs, we will do our best to resolve the problem economically and to both parties satisfaction. We do not issue refunds (only exchange or store credit) and can not accept exchanges or returns on custom or special orders. If you have given us a credit card that comes up declined, we will email or phone you to inform you. Will will only ask ONCE for a new credit card number if it has been declined. We will CANCEL your order and you will have to place a second order on our website if after the second try we have tried to process your credit card order and it still does not work. You will be notified that your order has been cancelled. We do not store your credit card information on our website if your card has been declined and/or, once your shipment has been sent. We destroy your credit card information from our database. We are not responsible for you giving us incorrect numbers when you place an order on our website. Where do I send merchandise back? First, with our store authorization, you will send your item back with the original packing slip (or copy) and a stated reason for the returned item. The returned item shipping costs will be incurred by the shipper, NOT The Urban Dog. Please repackage it properly/neatly and send it via UPS, FedEx, or Canada Post Priority so it may be tracked for delivery confirmation. We will not accept any packages sent "collect" to The Urban Dog. Please ship goods back with your name, address, and phone number with a copy or original packing slip sent by us to; (with authorization first) Attention: Shipping Return Department The Urban Dog 10812 82nd Ave Edmonton, Alberta T6E 2B3 Canada Can you do custom orders? If you are looking for something unique for your pet and need something ordered special for you, we will do our best to fulfill your needs. Be aware that depending on what the item is, it can take between 4 to 10 weeks to be delivered. What is your order processing time and cancellation charges? We try to process orders within a 48 hour period. If you need to change anything on your order, please phone us immediately so we can change your request before the order gets placed. Once your order is placed you can not cancel your order under any circumstances (we will change sizes and help you as best as we can to make changes if you made an ordering error if possible). We will not cancel custom orders once they have been placed. We are not responsible for shipping costs on orders that have been cancelled. What of unclaimed, refused, or non-deliverable items If an item is unclaimed, non delivered, or refused we will try and contact you to resolve the shipping problem via phone or email. The customer will be charged a 100% fee for the items ordered plus and additional restocking fee of 25% plus shipping costs for the unclaimed merchandise. |
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| Last Updated ( Friday, 28 November 2008 ) |
