FAQ - Frequently Asked Questions

Frequently Asked Questions 📦 Ordering & Shipping How long does shipping take? Standard shipping takes 7–15 business days. Express options available at checkout for faster delivery (3–7 business days). Do you ship internationally? Yes! We ship to over 50 countries worldwide. International shipping typically takes 10–20 business days depending on your location. How can I track my order? Once your order ships, you'll receive an email with a tracking number. You can also track your order on our Track Your Order page. Is shipping free? Free standard shipping on all orders over $50! Orders under $50 have a flat shipping rate of $4.99. 💳 Payment & Pricing What payment methods do you accept? We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay for fast, secure checkout. Is my payment information secure? Absolutely. We use SSL encryption and PCI-compliant payment processing. Your credit card details are never stored on our servers. Can I use a discount code? Yes! Enter your promo code at checkout. Sign up for our newsletter to get 10% off your first order plus exclusive deals. Do prices include tax? Prices shown are pre-tax. Applicable sales tax is calculated at checkout based on your shipping address. 🔄 Returns & Exchanges What is your return policy? We offer a 30-day satisfaction guarantee. If you're not happy with your purchase, return it within 30 days for a full refund. Items must be unused and in original packaging. How do I start a return? Email us at support@dogcat.love with your order number and reason for return. We'll send you a return shipping label within 24 hours. Who pays for return shipping? For quality issues or wrong items, we cover return shipping. For change-of-mind returns, a $5.99 return shipping fee applies. When will I get my refund? Refunds are processed within 3–5 business days after we receive your return. The refund will appear on your original payment method. 🐾 NEW — Product Questions How do I choose the right size for my dog? Each product page has a detailed size chart with measurements. Measure your dog's chest circumference, back length, and neck size, then match to our chart. Still unsure? Email us a photo of your dog at support@dogcat.love and we'll recommend the perfect size. Are your products safe for puppies? Most of our products are suitable for puppies 8 weeks and older. Check the product description for age recommendations. For teething puppies, we recommend our durable chew toys specifically designed for puppy teeth. What materials are your beds and harnesses made from? Our dog beds use CertiPUR-US certified memory foam with waterproof liners. Harnesses are made from breathable mesh and durable nylon with reflective stitching. All materials are non-toxic and pet-safe. How do I clean the products? Beds: Machine washable covers — wash cold, tumble dry low Harnesses: Hand wash with mild soap, air dry Toys: Dishwasher safe (top rack) or hand wash Bowls: Dishwasher safe stainless steel Rain jackets: Wipe clean with damp cloth Do your cat trees require assembly? Yes, our cat trees come flat-packed with step-by-step illustrated instructions and all necessary tools included. Most customers assemble them in 20–30 minutes. We also include a video assembly guide link. 📱 NEW — Account & Support Do I need an account to order? No account required! You can check out as a guest. But creating an account lets you track orders, save favorites, and get exclusive member discounts. How do I contact customer support? Email: support@dogcat.love (response within 12 hours) Hours: Monday–Saturday, 9 AM – 6 PM EST We're real pet people, not bots. Every message gets a personal response. Do you offer gift wrapping? Yes! Select "Gift Wrap" at checkout for just $2.99. We'll wrap it in pet-themed paper and include your personalized note.