FAQs

General

1. Where do I enter the discount code? If you have a promo code for a discount, you may only enter it from the checkout page.

2. Why was my discount code not accepted? Discount codes are only valid on full-priced items and cannot be used on sale, non-branded DoggySpout items or in conjunction with any other code or promotional offer unless stated. If you are still having problems using your code, please email our customer service team at support@doggyspout.com.

3. How do I unsubscribe from emails? In the footer of every email, there will be an unsubscribe button. Click the link and confirm that you would like to unsubscribe. We’ll miss you and your dog, though!

Shipping

1. I made a mistake on my shipping address, can I change it? Generally, you can change your shipping address within 24 hours. Make sure to contact us immediately with your order number and the correct address. The more information you provide, the sooner we can change your information. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.

Make sure you type ‘Urgent: Change Order Details’ in the subject line. Any other title may cause delay in the delivery of your order. Please keep in mind that your order may already have been dispatched. In this case, we won't be able to send you another one, so it’s best to contact the postal service.

2. Will I get a tracking number after making an order? Yes! All orders will include a tracking number. It will automatically be sent to your email. You can track your order directly at our site by clicking here.

If you received a shipping confirmation email with your tracking number, it means that your order has been shipped. Tracking numbers can take 5-9 business days to update depending on the shipping carrier. This is usually due to our high volume of orders.

3. How do I track my order? As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website.

If there is a problem with your tracking number or package delivery, please contact the courier directly. Please allow 1-4 days for the tracking information to show up. In some rare cases, the tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time at support@doggyspout.com.

4. My tracking information shows my package was delivered, but I haven’t received it. What do I do? When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at checkout.

  • A. Double check your shipping address: Ensure the house and unit numbers are correct. In the instance that an incorrect shipping address was provided, DoggySpout cannot be held accountable for mis-delivered packages.

  • B. Check with household members and neighbors: There is a chance someone else accepted the package on your behalf.

  • C. Check safe drop areas: Look around your porch, garage, and backyard entrance.

  • D. Businesses/Apartments: Check with the mailroom, front desk, security, or concierge.

  • E. Contact local post offices: Contact the specific local branch directly rather than the general carrier support line.

  • F. Wait 24-48 hours: Occasionally, carriers mark packages as delivered slightly before they physically arrive.

Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

5. I think my package was lost or stolen. What do I do now? DoggySpout is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe, secure place at your delivery address.

6. I have a military address, can I place an order with you? Yes! We ship to military addresses via USPS. For military orders, delivery times can be upwards of 15-20 business days.

7. How long does shipping take? Speed varies based on your shipping method and address. You can compare handling times on our shipping page.

8. Can I ship products to an address different from my billing address? Yes, definitely! Simply fill in your address as the ‘billing address’ and the destination as the ‘shipping address.’

Order

1. How do I place my order online?

  • Step 1: Click “Add to Cart” on the products you wish to purchase.

  • Step 2: Click “Checkout” to proceed.

  • Step 3: Complete the checkout form with your shipping, billing, and payment details.

  • Step 4: You will receive a confirmation email within seconds. Check your spam folder if you don't see it.

  • Step 5: Shipments are dispatched within 1-4 business days. You can reach our customer service team at support@doggyspout.com.

2. Can I buy multiple products in a single order? Sure you can! Just add all the products you want to your shopping bag before clicking the “Checkout” button.

3. Can I cancel my order? The DoggySpout order process is automated to distribute products quickly. Once an order has been placed, it CANNOT be cancelled. Please review your items carefully before completing your purchase.

4. My order is partly fulfilled. What does this mean? This is normal. It means different items may have been shipped from different warehouse locations or there is a slight delay on specific items like back-order products.

5. I received an email saying I have to verify my order details. What does this mean? If our system detects a potential risk (such as a credit card issued in a different country than the order location), we may hold the order for manual verification. Please simply respond to the email from our DoggySpout representative to proceed.

6. Will I receive my items in one package? For logistical reasons, items in the same purchase will sometimes be sent in separate packages to ensure quality packaging.

Payment

1. I recently purchased an item and now it’s discounted. Can I get the discounted price? Orders placed before promotions are not eligible to receive new discounts. We reserve the right to modify or cancel promotions due to unforeseen issues.

2. What payment methods do you accept? We accept all major credit cards (Visa, Mastercard, American Express, Discover, Diners) and PayPal. We do not accept checks or money orders.

3. When will my credit card be charged? Your credit card will be charged once your order is processed to ship. DoggySpout reserves the right to request additional identification if necessary.

4. What steps does DoggySpout take to prevent credit card fraud? We never save your credit card information. Transactions are processed through heavily encrypted third-party processors using industry-standard 128 Bit SSL encryption. We also manually verify flagged transactions to ensure the safety of the genuine cardholder.

5. What if my credit card is denied? Please ensure your personal information matches the exact details associated with your card. If you are unsure why a card was declined, please contact your credit card company.

6. I've been charged multiple times, what do I do? Multiple "charges" on your statement are often just pending authorizations that will drop off in a few business days. Only click the submit button once to prevent multiple attempts.

7. I have not received my refund yet, why is that? Check your bank account and contact your credit card company first, as it may take time to post. If you have done this and still see no refund, please contact us.

8. What currency will be used when I place my order? All prices are listed in your chosen currency, but final checkouts are processed in US dollars. Your bank determines the exact exchange rate for international orders.

How can we help?

If you’ve still got questions, the answers you’re looking for might be in our help centre. If you’d like to get in touch with us, feel free to contact our team!