FAQs
APPAREL
What Type Of Material Do You Print On?
We print on the finest, softest, comfiest fabrics
How Do You Print On Apparel?
We use a world class infrastructure for screen printing, DTG printing, and sublimation. The style of printing is determined by the product you purchased. Our primary print style is Direct to Garment (DTG), which is a method where the printer directly applies ink onto the fabric with inkjet technology.
NON-APPAREL ITEMS
Where Do Your Dog Accessories Come From?
Dogstrom is all about bringing you unique and specialty items that you won’t find anywhere else. So we source items from all over the world. While some of our items do come from right here in the US, there are many items that are simply not available stateside. To keep a diverse group of products you will love, we go far and wide to find the best manufacturers designing the coolest stuff.
SHIPPING & TRACKING
Possible Covid-19 Impact On Your Order
Hey!
We do hope you are all well and staying safe, sound and healthy. The impact of this outbreak has hit many of you and hit us as well. We are aware that some issues have been occurring with shipping carriers, as a result of the COVID-19 crisis.
For non-apparel items, shipping times are longer and deliveries can be delayed by up to 4-6 weeks. Tracking code updates take longer than usual, due to limited workforce and cargo traffic in the logistics sector. During transit times, it can take a few weeks, until the tracking code will update.
For apparel items shipped within the US, shipping times should be within a week. When apparel items are shipped outside the US, shipping times can be delayed by up to 2-3 weeks.
We do hope that you are understanding and if there is something you want to address or enquire about, just send us an e-mail at support@dogstrom.co and we will do our best to help you as fast as possible.
Thank you,
Your Dogstrom Team
How Do You Ship And What Is The Pricing?
This depends on the product ordered, the total weight, and where we’re shipping to. Our standard US shipping cost is $4.95. International shipping starts at $5.95 depending on order size. During some promotional periods, we offer completely FREE shipping.
How Long Does It Take For An Order To Arrive?
Apparel Items: Most of our apparel products are print on demand. It typically takes about 2-5 days to get your apparel printed, shipped, and delivered. All apparel ships from our US print facility and travel via UPS to your address, tracking numbers available.
Non-apparel Items: Delivery can vary and take 2-4 weeks. We use manufacturers all over the world to bring unique and specialty items to our customers, so not everything comes from the US. These items travel via USPS and have tracking numbers.
If you’re still not sure, just email us. We’re happy to help!
Do You Ship Internationally?
Yes, we are providing worldwide shipping to most places in the world. However, due to the security reasons, we can't deliver a shipment to the military area. Neither do we ship to South Africa and some countries in Latin America, as the local carriers have been proven to be unreliable and cause failed deliveries or the shipping time takes way too long.
How Do I Track My Package?
When your item has been shipped out, you will receive a confirmation e-mail right after, along with a tracking code. You can track your package by visiting the track order quick link on our website.
If that should not get your results, you can check on the status of your order at any time by emailing the customer support desk at support@dogstrom.co
In the unlikely event a package gets lost, we will either resent the item or refund you the full amount.
Note: International delivery to some countries and its couriers do not offer tracking codes in some exceptional cases.
Where Do You Ship From?
We have warehouses all around the globe, but most of our items are shipped from US or Asia. That mean that if your order is coming from overseas, it will demand a longer delivery than a domestic delivery.
Why Did My Order Not Arrive In One Package?
We ship your orders from various international warehouses. Our stock is spread out over multiple fulfillment centers in order to grant a fast receiving, so orders containing multiple items may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once...they are on the way!
Missing Order - Tracking Says Delivered
Please check around your neighbourhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
We will always do our best to assist you, but STORE does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.
As we do not have control once we hand out the package to the carrier, a refund will not be granted in case it is being suggested, that the parcel was not delivered.
Cancelling Order After Shipping
Unfortunately, we are unable to cancel your order as it has already been shipped and you should have received a confirmation email with your tracking number. If you so wish, you may return your order for a full refund, the instructions for which, you can find in the 'Refunds' section of our website.
PAYMENT
How Can I Pay For My Order?
- Credit Card
- Debit Card
- PayPal
Is My Payment Secured?
We are using the highest security standards and all your sensitive payment information - i.e. Credit Card details - that are being transmitted during the checkout process, will be encrypted. So you don't have to worry, that any unauthorized party will get access to your payment details.
What Currency Are You Using?
All our products are listed in US Dollar. If you are paying in a different currency, currency exchange fees might be applied.
REFUND
Do You Offer Refunds?
We offer you a 30-day refund guarantee, given the following cases:
- You are not satisfied with your item and it derives from the product description
- The item has arrived damaged
- You CANNOT return apparel unless they are defective. For size exchanges please read below.
- You have changed your mind for various reasons
If the item is damaged, we request you to send us photos, to prove case number 2). Once we have evaluated the case, we will e-mail you back and approve or disapprove the refund.
We will provide you the return address, but costs for delivery are being taken by the customer.
Exceptions apply for accidental orders, where we are not held being responsible and do not offer a refund.
EXCHANGE & RETURNS
What Is Our Return Address?
ATTENTION: RETURN
DOGSTROM
10 Usherwood Court
Scarborough, ON M1B 3X2
How Do I Exchange Apparel For A Different Size?
If your apparel doesn’t fit and you need to exchange for a different size, please follow these instructions:
- Make sure that you have not worn or washed your item (besides trying on)
- Send your unworn and unwashed items to our return address
- Include details on the correct size needed sent back
- You have 30 days to exchange your item.
Please Note: Customers pay return shipping on exchanges. The USPS has the best rates in our experience, but you can ship back to us any way you like. If you have a question about your return, contact us at support@dogstrom.co
What Do I Do If I Received The Wrong Apparel Or My Apparel Is Defective?
If this happens, we are truly sorry. Please email us at support@dogstrom.co and tell us your order number and how your order went wrong.
We will take care of you and cover all costs of getting you the right apparel. We will send you the right apparel and pay for your shipping to send that one back to us. We are human and do make mistakes. We will make sure to correct the issue ASAP!
STILL HAVE QUESTIONS?
Sure no problem! Just email us at support@dogstrom.co and we’ll get back to you right away.