Welcome to our 24/7 Help section. We want to make your shopping experience as pleasant and easy as possible. You can find general policies outlined here and answers to Frequently Asked Questions. If you don’t find the information you need please contact us and we’ll do our best to help you.
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Contact Us
office@doggonegood.com
Phone
Toll Free
Fax 24 hr |
408.297.1599
800.660.2665
408.297.2199 |
Office Hours (PST)
Mon-Thurs 9:30 – 4:00
Friday 9:30 – 3:00 |
Mailing Address
320 Turtle Creek, Suite D
San Jose, CA 95125-1317 |
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About Doggone Good!
Since 1995 we have been selling top quality dog supplies, items you won’t find in the mass-produced stores. We made our mark in the dog world as the inventor of the Cabana Crate, the original soft-sided crate. We design and manufacture innovative dog training, play, travel and gift products.
Our site offers a wide assortment of products by other companies in addition to the items we manufacture. All products have to meet our exacting standards for quality and design. Dog-theme gifts, useful and artistic items for home, office and garden, crafts, fun things for children, books ranging from nutrition, health and training to great novels to read for pleasure. If you can use it, wear it, read it, or give it… we’ve got it!
Just like quality materials and workmanship, the treats and foodstuffs we offer are chosen for pure ingredients, low allergen (no corn, soy, wheat or fillers) , and whenever possible are organic. You can find less costly and less healthy treats that dogs like; we aspire to bring you wholesome edibles your dog will love that enhance their health and longevity.
We are proud of the fine selection we offer. It is backed by efficient operations and caring service. We grow mainly through satisfied repeat customers and word of mouth. We’ve been around a long time because we do our job well. Our mission is to offer you an enjoyable experience that is something special:
- First and foremost really cool stuff and many items you have never seen anywhere else
- A website that is organized and user friendly, with clear pictures and helpful information to make shopping fun and easy
- Caring customer service that is accessible by email or phone with fast response times. We’re not a “faceless” web store, we love to talk to our customers, answer questions, and get to know you. And once you’ve placed your order we ship it really quickly. That’s what we’re here for!
- Confidence you are getting the best because we are really picky about what we sell. We select the most interesting and useful items and leave the boring mainstream stuff to others to do! Everything we sell has been used by us personally, or customers and friends have told us about an item they like, we’ve tried it and agreed it’s a good thing.
- Security and privacy because when you shop our store utilizes the most up-to-date encryption and coding technology. Your personal information is never rented or sold, it is only used to allow us to give you the best customer service available with automated email order and shipping notifications.
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How To Shop
We have worked to make your shopping experience simple and intuitive so you can find what you are looking for and some things you didn’t even know you wanted until now!
Navigating our site
Our index is complete so you don’t have to guess where we put something. For example, a coffee mug would be found under Home & Garden, since it is generally used in the kitchen at home. We cross-categorize so you might also find a mug under Gift Ideas, as well as Stationary & Office, another place it might be used.
A Site Map lists the items in each category for further help, and our Search feature lets you search by keyword. When you click a category on the main index, it remains highlighted as a place marker. You will be given a grid overview of all the products and subcategories available, and each time you click a “breadcrumb” at the top of the page shows you your place in navigation (category -> subcategory -> product).
Selecting an item for purchase
Use the order bar for the product you want to set the quantity and select specific size and color choices if applicable. Then click the Buy It bone and the item automatically adds to your shopping cart. At any time you can click View Shopping Cart to see what you have purchased. You can change quantities and delete items, then recalculate to see your current updated order.
Completing your order
When you have found every cool thing your heart desires, View Shopping Cart will take you to your order and you can Proceed to Checkout to enter billing and shipping information, payment method, information on gift orders, certificates or special comments. You can create an account with your own Login and Password for future ease of shopping or continue as a Guest. Once you choose your shipping method you will get a finalized order total and can print this out for your records (you will receive a sales receipt with your package).
Confirming your order
You will receive a confirming email within minutes; this is proof your order was completed and transmitted to us. If you do not receive a confirmation you should check with us to be sure we received your order.
Join our Preferred Customer List
You can join our email Preferred Customer List for notifications of sales, specials and new items (you are not automatically added to the list, you have to check the box to request the service).
Receiving your order
Orders generally ship within 24-48 hours (excluding weekends and holidays). If there are any delays or questions on your problem, you will be contacted promptly.
For answers to all your shipping questions please see the Shipping section.
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Finding an Item
What if I can’t find an item on the site?
We have a Site Map to show you each category and the items in the category, as well as a Search feature that can use keywords, breeds, book titles and more to help you find a specific item.
What if I can’t order the item I see?
If an item is out of stock the store will not allow you to order it you will see an "Out of Stock" graphic where the order box would be. To be informed when the item is back in stock please click the "Restock Notification" to get an email when restocked. We leave items that will be coming back into stock in view so you know what we carry, and if it is on order there will be a message with the expected due date. Not all out of stock items are restocked within a few days or weeks. You can also use the Wishlist and add the item for a future purchase.
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Shipping
Delivery Times
Where do you ship?
We ship to the United States and Canada only. International customers can have their package shipped to a U.S. address (we can ship to hotels as well).
How is shipping calculated?
We charge the actual price of shipping (based on the total weight of your order) plus a 50 cent handling charge (please note this does not cover actual handling costs and we are pitching in to help).
The difference in a 1 to 2 pound package can be almost double - this is a function of the mail and UPS rates, not us (we hate it too). Both UPS and US Priority Mail round up to the next pound so a 1.1 package will calculate as 2 pounds. It is most cost effective to purchase several items in an order if possible, as it costs the same to ship a pen and it does a small bag of treats! The more items you ship the more reasonable the cost of shipping in most cases. If you can place an order for a friend or two with yours, you will get a much better rate for your package.
The shopping cart will calculate charges for the shipping methods available and give you the choice of method you prefer. In some cases only one shipping method is available and that will be the only choice given.
How quickly will my order ship?
Orders ship Monday through Friday (excluding weekends and holidays). Orders for in-stock merchandise generally ship the same day if they are received by 9:00 a.m. PST for mail, and 1 p.m. for UPS. This can not be guaranteed and will be longer during peak times and sales.
You can expect your order to ship within 24-48 hours unless you are contacted with a question or problem. Please note if we have a problem and are not able to contact you by phone or email, it will delay shipping.
Please note we cannot be held liable if server problems delay our receiving your order.
- Express orders selecting UPS Next Day Air, 2 Day or 3 Day that are received by 10:00 a.m. PST usually ship the same day, although this is not guaranteed. They are guaranteed to ship the next business day. If there is a question about your order and we cannot reach you, it will delay shipping.
- Items that ship direct from manufacturer will be stated on the site. These products will arrive within 2-3 weeks, and expedited shipping is not available. If your order includes both in-stock and drop ship items you will receive separate packages
- If there is a delay with any portion of your order you will be notified promptly by email.
When we ship by UPS you will receive an email notification. Orders that ship via UPS will include the expected date of delivery. US Mail does not have a delivery guarantee but should be received within 2-3 days of ship date.
What method will my order ship? You can choose either UPS or US Mail for most orders. Certain items do not allow a choice and the cart will only give you one available method.
Items direct from the manufacturer ship via their method of choice, generally UPS.
What are the pros and cons of the shipping methods? For packages over 2 pounds UPS is usually more economical (unless you are in the western US). A major benefit of UPS is that it provides a guaranteed delivery date on ground packages (except during Thanksgiving/Christmas) and a tracking number so you can trace your package as it moves in transit.
Packages ship out of California (northern).
What are my expedited shipping options?
You can request express shipping via UPS Next Day, 2nd Day or 3 Day. Your order is guaranteed to ship by the next day (weekends/holidays excepted).
Each zip code has a different guaranteed time for these services. In some areas it will be 10:30 a.m. for next day air to a commercial address but may be 3:00 pm to the same area in a residential address.
Note: UPS does not consider the day of shipping as transit time, so for example an item shipped 3 Day on Monday will not arrive until Thursday.
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Backorders
Many of our items come in various sizes/colors/flavors for your benefit but occasionally we run out of an item (or it is not available from the manufacturer). We do not take backorders for items that are not in stock.
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Payment Options
Payment in full must be received before an order can be shipped. We accept Visa, Mastercard, Discover, and American Express. We do not accept personal checks or money orders.
If you select Offline to pay by calling in or faxing your credit card number, we will not ship your order until we receive payment. We will hold merchandise for 24 hours.
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Gift Orders & Messages
During checkout you will be asked if you are sending the order as a gift. If you check yes, you can include a gift message for your recipient, which we will include on a notecard at no extra charge.
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Gift Certificates
How to redeem a Gift Certificate
A Doggone Good! Gift Certificate it is easy to redeem. Place your order and when you checkout the form has a place for you to enter your certificate number (found on the face of the certificate). The amount used will be deducted from your total and prints out on the order form. If your order exceeds the amount of your gift certificate, you must include payment to cover the balance. If you do not use the entire amount available, the additional credit will be held for future redemption on the same certificate number.
Purchasing a Gift Certificate
A gift certificate is always appreciated and allows the recipient to buy exactly what they like… plus its lots of fun. Certificates are not redeemable for cash. The menu will give you different amounts to choose from; if you wish an amount not available online please contact us and we can make one for the exact amount you wish.
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Gift Certificate only: we charge $1 to cover postage and handling. You can have it sent to you or directly to the recipient. We can include a personal message on the certificate, select ‘Gift” on checkout to key in the message you want to include.
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Gift Certificate with additional items: you can include Gift Certificates with a general order; it will ship to one address only.
Refunds on items purchased with a gift certificate The amount covered by a gift certificate is not refundable in cash and will be given in store credit only
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Returns & Exchanges
Please examine all products when you receive them. Claims for defective or damaged merchandise must be made within 5 days of receipt of the package.
You may return unused items for exchange or refund within 30 days of delivery. Items must be in brand new condition. A restocking fee of $2.50 will be charged if 50% or more of the original order is being returned without an exchange, or you can choose to have a store credit for the full amount for a future purchase.
Items without tags or original packaging may be subject to a 15% restocking fee.
Items returned that are not in brand new condition can be returned to the customer at their expense if they request.
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Please note any return or exchange must have a Return Authorization Number generated by us before you send a package to us (see below).
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If you received the wrong item: we are very proud of our record for accuracy but we are still human and occasionally mistakes occur. Please notify us and we will arrange for return shipping of the item you received in error and ship you the correct one at our expense.
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If your item arrived damaged: contact us within 5 days of receipt of the package. We will arrange for your item to be picked up and send a replacement.
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Defective items: please contact us for exchange. We will pay the cost of return shipping after the merchandise is received back and deemed defective. Defective merchandise will be replaced or repaired at our discretion and the replacement item will be shipped at our cost.
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Books: these are only returnable in brand new condition, and return must be requested within 3 days of receipt of package. Broken spines or bent pages render the book not returnable or exchangeable. Books are inspected by us and wrapped for protection before we ship.
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Treats and Chewables: edible items are not returnable as we can only assure safety to our customers when they have been stored and shipped from us.
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Closeout Items: these are not returnable unless defective.
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“Seconds”: we only sell seconds with minor cosmetic flaws, they never have any functional compromise. These are offered only to customers who ask about them, and we only send the item described to them for an agreed upon special price. Products sold as “seconds” or “as is” are labeled as such and are not returnable.
We do not refund the cost of outgoing or return shipping unless the item was received in error, defective, or damaged in shipping (claim must be made in 5 days).
How to get a Return Authorization number
Please phone or email us at office@doggonegood.com to get a return authorization number. Failure to have a RA number on the box may result in the package being refused. The RA number ensures us you purchased the item directly from us and notifies us to expect a return. We can also arrange for the package to be picked up from you (at your expense) if you would like.
Restocking Fee Policy
A restocking fee of $3.00 is charged if 50% or more of the order is being returned without an exchange. You may elect to have store credit for the entire amount (no restocking fee) for a future purchase. Exchanges do not incur a restocking fee if the item is in brand new condition.
These circumstances may be charged a 15% restocking fee at our discretion:
1 - Order returned with damaged packaging that requires repacking or not saleable as new
2 - Merchandise is damaged or not in new condition
How to send a package for return
For your protection please send your package via UPS if possible as this gives you automatic proof of receipt. If you ship via the US Mail you need to get a signature required return receipt to prove that we received the package. Delivery confirmation does not prove that the package was properly delivered to us. Please include the following with a return package:
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Return Authorization (RMA) number on the OUTSIDE top of the box
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A copy of the sales receipt or a note with your name, address, phone and email.
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Requested action (refund or exchange information)
Send your package to:
Doggone Good!
Returns Dept.
320 Turtle Creek Court, Suite F
San Jose CA 95125
How to return an item made by us but purchased through a dealer
If you ordered an item through one of our dealers you are considered their customer. Please arrange for any exchanges or returns through them directly.
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Warranty
Any item made by us is under warranty for manufacturer’s defects for 1 year from date of purchase. This excludes any damage that may result from misuse or due to a dog’s biting, chewing, scratching or otherwise abusing the product.
Items sold by us but made by others are subject to the manufacturer’s warranty. We guarantee the product to be free of defects for 90 days if no other warranties apply.
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Site Security
We have served tens of thousands of customers safely and effectively with our webstore. We use the latest technologically secure tools available including Thawte SSL (Secure Sockets Layer) and digital ID, which encrypts all of your information so it cannot be tampered with and travels safely electronically.
Processing your payment information
The credit card processing software contains additional safeguards to encrypt and ensure the security of your sensitive information. Once your purchased is processed the sensitive information is not retained in usable form. The encrypted information is only retained as necessary to meet legal requirements. You can always choose to send us your credit card information via phone or fax or by mailing in your payment.
Security Certificate
If your browser gives you a warning message that the security certificate has expired, this applies to your browser and not to our site. You need to check for updates to your browser root certificates. You can use this link to test your browser and update if necessary so that it works correctly: http://www.thawte.com/ucgi/browsercheck.exe
Cookies
Our site only uses cookies if you have them turned on. The cookie will not retain any personal information as you browse our site and may only retain certain information if you make a purchase. In some cases (depending on the browser you are using) if your cookie is turned off our shopping cart will not be able to place multiple items in your cart.
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Privacy Policy
We never sell, rent or trade your personal information to anyone. It is strictly confidential. Your email address and phone number allow us to reach you should we have a question or problem with your order. Your email address is additionally used for automated notifications on your order being received and shipped that allow us to give you optimal service.
You will not receive unsolicited marketing from us. We do have an email subscribed Preferred Customer bulletin but you would need to select this when you create a Log in account (which is optional). We do not automatically enroll anyone.
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Creating an Account
You have the option of creating an account when you order. This will retain your address and email information so you don’t need to reenter on future orders. You will choose a unique user name and password to ensure your account information is accessible only to you. Your information is completely private and is not used for anything other than internal customer service. We never rent or sell customer information.
You can elect to join our email list when you create an account. This will give you preferred customer notifications of sales, special and new arrivals. You can only be on the list if you choose to, we do not automatically subscribe you.
Editing your account
You can make changes to your account at any time by going to Login on the home page. Your user account will have the unique Login ID and password you chose when you set it up. Once logged in, you can change your contact information, password, remove your name from our email list and more.
If you forget the password our store will automatically send it to you when you try to log in and fail.
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Technical Problems
What should I do if I get an error message?
An error message can be caused for a number of reasons. The best thing to do is go back a page and try again 20-30 seconds later. If the error continues a screen will pop up allowing you to send an error report to us for diagnosis.
The page is not loading or is loading quite slowly
We have tried to design our store so it will load quickly. If you have a reasonably fast and new computer and are experiencing a slow loading, this can be due our site having too many people accessing it at one time, or the server is having a “time out”. Hit the “stop” button from loading the page, count to 5 and hit “refresh” to try again. If it is taking more than 30 seconds for a page, you are usually better off stopping and trying again.
I am having difficulty placing multiple items in my cart
This can be a function of a setting on your browser. Having cookies turned off is the most usual cause. Reset your computer to allow cookies and you should be able to continue without a problem.
My credit card information is not completing
There can be a number of reasons for this. If your card is being declined it can be due to several issues: an incorrect number, an incorrect expiration date, the billing address the card issuer has does not match the address you entered, or there may be a problem you will have to contact your bank about.
If you cannot resolve it you can choose to complete your order “offline” and call us with the number. We can try running it through the software on our end to be sure it isn’t a browser incompatibility, or by calling the bank authorization center.
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International Sales
We do not ship our products internationally at this time.
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Wholesale Information
Please note the site you are currently on is our retail site where we sell to the consumer. Most of these items are not available wholesale (breed specific items, gift packaging, etc) as we do not distribute items made by others. We wholesale a small line of mostly training and travel gear that we manufacture only.
Please visit our wholesale site http://www.doggonegood.com/wholesale
This will show you what is available and if you are interested in becoming a reseller, please create an account. If you do not see an item on this site you wish to purchase for resale, it means it is not available.
Donation Requests
It is our mission to help dogs and the people who love them, and we are happy to donate to your dog club or organization's fund raising efforts. Everyone is worthy so you don't need to write long convincing requests (hint). All we ask is that you follow the guidelines below to help us be efficient and ensure you get a donation. We are unable to donate to anyone but dog-related causes. (We offer online fundraisers for any organization where your group can earn a percentage of sales during a specific time period when shoppers come through a special link. Visit our home page link for information, it is an easy way to hold a fundraiser and requires no money and almost no time for the group!).
We donate a gift certificate to one event per year so please make your request for the specific event you wish us to support. Please note the gift certificate is to be used only as the actual donation and not to purchase items for a raffle. The person requesting the donation is not eligible to redeem the certificate.
To Request a Donation: Please follow the guidelines below and submit your request by email as an attached file or fax.
1 - Please make your request no sooner than 90 days before the event.
2 - Please use organization letterhead or include your website address
3 – Keep your request short – no more than 1 page to save us paper and expensive toner! Please no long long stories or articles of incorporation. We just need these facts:
- Organization name
- Event name (if applicable)
- Event date
- Include the email address to send the certificate (we only email them). This is important and without it you may not get a donation.
Send in one of the following manners (only one to avoid duplication of efforts)
- Email: office@doggonegood.com as a PDF or word doc (this is preferred)
- Fax: 408.297.2199
- Mail: Doggone Good, attn: Donations, 320-Turtle Creek, Suite D, San Jose CA 95125
We will email you your certificate and some fliers to print (we’d appreciate being put on the table if you are willing and able). We appreciate all you do to help dogs live better lives and are honored to help.
