FAQ - Issues with an Order

What is your returns and/or refund policy?

You can contact us to start a return, or you can do a self-return from your order page.

30 days of receipt of your order.
prepaid return label will be provided for eligible items.
store credit and must also be initiated within 30 days.

Please see our full Returns & Refund Policy in the footer for details.

Note: Some vendors may have return restrictions. Always check the product page for item-specific return info.

What do I do if I ordered the wrong size or color of an item?

This happens to everyone!

before your item ships, contact us via the contact page or email us at info@dogstoreonline.com, and we’ll do our best to update your order.
after receiving the product, contact us right away. We’ll walk you through your return and issue store credit to reorder if needed.
If the mistake was on our end, we’ll fix it at no cost to you.

To help prevent sizing issues, please always refer to size charts, fitting info, and product videos before placing your order.

Do you accept returns or refunds of personalized products?

As of January 1, 2025, we do not accept returns or refunds of personalized or custom-made products.

These are final sale unless the item arrives damaged or defective.

What if my tracking says delivered, but I haven’t received my package?

If tracking says “delivered” but the item hasn’t arrived:

Double-check the delivery address on your order confirmation.
Look around your property (front porch, back door, garage, etc.).
Ask neighbors, roommates, or your mail carrier.
Contact the shipping carrier directly (typically USPS) for a delivery trace.

Please complete these steps before contacting us, as we are unable to locate packages once marked as delivered.

From October to December, we offer optional Shipping Protection at checkout to help cover lost, damaged, or stolen packages.

Do all items follow the same return policy?

Most do — but not all.

Some products have vendor-specific return rules.
Others may be marked “Final Sale” or “No Returns” due to customization or hygiene reasons.

We highly recommend reviewing:

The return details on the product page, and
Our general Returns Policy in the site footer.

When in doubt, ask before ordering — we’re happy to help clarify return eligibility.