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Free Shipping on Orders Over $50* See FAQ For Details

Frequently Asked Questions

If you have a question about shipping, return/exchange policies, order info or your account please check out some of the frequently asked questions below. If you don’t see your question, or even if the provided answer isn’t quite enough to help you, feel free to contact our customer service team at 1.866.707.1231 or email us at: customercare@dublindog.com

Accounts

How do I protect my personal information?

Very carefully. Read our full privacy policy here.

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.


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Pricing & Billing

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.

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.

I have a question about my bill.

No problem. Reach out to customer service.

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 14 to 20 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.


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Shipping & Returns

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 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 States of America

  • Our shipping rate is dependent on the city and state your order is being shipped to
  • For dog tags, we offer Free FedEx Ground shipping in the Continental 48.
  • If your order weights less than 1 lb. we offer a UPS Flat Shipping Rate of $5.99
  • If your order is over $50.00 you are eligible for Free Ground Shipping. Applicable in the Continental U.S. only. Does not include beds or wholesale orders.

  • 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 to $15.00 | $10.00 Shipping Fee
  • $15.01 to $40.00 | $15.00 Shipping Fee
  • $40.01 to $70.00 | $23.00 Shipping Fee
  • $70.01 to $100.00 | $28.00 Shipping Fee
  • $100.01 to $150.00 | $43.00 Shipping Fee
  • $150.01 and over | $55.00+ Shipping Fee, Depending on Weight
  • International Shipping of Dog Tags | $5.00+ Shipping Fee

  • Free Shipping Policy
    Occasionally we offer free shipping promotions. This offer excludes any promotions or discount amounts. Offer is valid for FedEx Ground shipping in Continental 48 states and APO/ FPO addresses. Offer not eligible for Hawaii or Alaska. Offer not valid for International orders. *Nomad Pad and Slumber Sofa are not eligible for Free Shipping.

    What is 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.

    For the fastest, most responsive handling of your return please call us 866-707-1231 or email us at: customercare@dublindog.com

    You can also initiate a return by mailing the product back to us at the address below. Please include a copy of the invoice, a return reason and whether a refund or exchange is desired. Return shipping costs are the responsibility of the customer and are non-refundable. Exchanged products will be sent to you free of charge. Please note, it is unlikely, but returns and refunds can take up to 30 days to process.

    In the rare chance that your product is defective, please call us for free return shipping and exchange.

    If you have any questions or concerns simply give us a shout at 866-707-1231 or email us at: customercare@dublindog.com

    Please send returns and exchanges to our warehouse:

    Dublin Dog Co.
    13321 Carowinds Blvd.
    Suite P
    Charlotte, NC 28273
    What is your warranty policy?

    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.


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    Order Status

    An item in my order is missing or damaged.

    Please contact customer service right away and we will happily get this taken care of.

    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 is included in your email receipt. Visit UPS.com and enter that tracking number to see the location of your shipment.

    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 contact customer service.


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