Frequently Asked Questions
How is my order helping to save shelter dogs lives?
We're currently donating 100% of our profits to support their cause.
Every $25 we donate saves a dog's life by covering their adoption fee, so another dog trapped in a kill shelter can take their place and be saved too.
They have 3,100+ shelters and rescue partners actively saving lives and achieving no-kill zones at an unprecedented rate, having saved more than 3 million animals now!
We have one goal: Save all the shelter dogs!
How can I track my order?
Can I change my order once it is placed?
We would love to help you change an existing order, but unfortunately we are unable to “modify” an already placed order (add products to an existing order, change size, etc.)
However, we CAN cancel or refund your order* so you can create an new order with the proper changes.
*Please know that we can only do this if it’s within 4 hours from the time you placed your order.
*Customized Items: Please contact us immediately if there was an error when ordering your customized item, since these are made just for you, we can't exchange them once they're made.
If you need more help, don't hesitate to contact us at: email@example.com
If you're emailing us for a cancellation, use CANCEL MY ORDER as a subject line.
How long will it take for my product(s) to get delivered?
The level of customization in your gear will vary the time it takes to get to you.
You will get your item within 7-12 business days of ordering. Most items however will ship much faster than that!
The mug I received was broken, how can I get a new one?
Unfortunately, from time to time, mugs do get broken in transit. They are ceramic and if someone doesn't take good care of the package it can be broken.
We have no problem sending you out one as a replacement if this happens. Please just send us a photo with the broken mug and your order details to firstname.lastname@example.org and we'll get you a new one out!
My order was cancelled or declined.
We're happy to assist you if you had any troubles ordering a product.
It might happen that your payment info was incomplete or something happened with your payment method.
Please contact us and we'll do our best to help you out!
I did not receive all my products at once, is this normal?
Yes! Some of our items are shipped separately. You may receive an item before or after another.
You should receive the specific tracking information for you to keep up with every products you order.
If your item is missing and you didn't get a tracking for it, contact us and we'll be happy to assist you 🙂.
There is an error in my order (size, color, text, design etc.)
I need to return or exchange a product.
No problem, we're happy to help!
For any reason, you have 30 days to get an exchange or refund for your purchase – please contact us at email@example.com and we will be happy to assist you.
Please note that refunds might take 3 – 5 business days to reflect in your account once we have processed them.