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Customer Service FAQ

Frequently Asked Customer Service Questions

Ordering/Tracking
How do I place an order?
What payment methods do you accept?
Do I have to pay sales tax?
How do I check the status of my order?
What happens if my order is out of stock?

Shipping
How long does it take for my order to arrive?
Do you offer rush shipping?
Do you ship to Alaska, Hawaii, or outside the US?

Returns
What happens if my item arrives defective?
How do I return or exchange an item?
How long do I have to return or exchange an item?
Are there any restrictions on which items can be returned?
Are there any fees to return or exchange an item?
If I return an item, when can I expect my refund?
What is your full return policy?

Guarantees
How does the low price guarantee work?

Contacting Us
What is the best way to contact Dog Bed Mall?

How do I place an order?

To place an order on our website, please use our secure on-line shopping basket and enter your credit card information. If you would like to place an order by phone, please call us toll free at 1-877-919-8326.

What payment methods do you accept?

We accept Visa, Mastercard, Discover and Amex, .

We can also accept cashier's checks and personal checks. In the event you use a personal check or cashier's check, please send to:

Dog Bed Mall
90 South Spruce Ave. Suite S
South San Francisco, CA 94080-4555

All orders by check or money order will be sent upon receipt of payment.

Do I have to pay sales tax?

Sales tax will only be assessed for orders that are shipped within the state of Wyoming (6%) and California (8.25%). All other states and countries are tax-exempt.

How do I check the status of my order?

See the Order Status page. Enter your last name & email address, and you will be able to view all your previous orders. Each item will show the status (shipped, pending, etc), and a tracking number if available.

What happens if the item I order is out of stock?

While this is rare, unfortunately, an item can go out of stock or be discontinued before our website is updated. If this should happen, we will email you as soon as possible and let you know when (if) your item will be shipping again. If you choose, you can cancel the order at that time.

How long does it take for my order to arrive?

We process orders Monday through Friday, excluding holidays. Most items are shipped within 2-5 business days. Orders containing more than 1 item are often shipped in separate packages.

For a more specific answer, each product page on our website will give an estimated shipping time. You can see this estimate to the right of the product image, in the field noted "Availability."

Do you offer rush shipping?

We do not offer rush shipping as an option when ordering online. If you need rush shipping, please contact us. We will give you a custom shipping quote so you can decide if you'd like to proceed with an expidited shipping option.

Do you ship to Alaska, Hawaii, or outside the US?

Yes we do. We ship worldwide. If you are ordering from AK or HI, there are no additional steps you need to take.

If you would like your product shipped overseas, you will see a button during checkout that says "International Orders." Click this button. Your order will be process and fulfulled through IShopUSA, who is our official fullfillment partner for international orders.

What happens if my item arrives defective?

Dog Bed Mall guarantees all products 100% against defects in materials and craftsmanship. We will replace these items at no charge. If your item arrives damaged or defective, you must report the damage within 5 days of receipt in order to receive a replacement item at no charge.

How do I return or exchange an item?

Please visit our Returns page & fill out the form. You will be emailed an RA# (Return Authorization Number). Further instructions will be given along with the RA#.

Important: No returns will be accepted without a vaild RA#. We will refuse delivery of any item that does not have a clearly defined RA# on the outside of the package, and a refund will not be issued.

How long do I have to return or exchange an item?

All returns and exchanges must be received by Dog Bed Mall within three hundred sixty five (365) days of shipment to you, with the exception of any item sold in the Dog Clothes category. All returns and exchanges on dog clothing must be received by Dog Bed Mall within fifteen (15) days of shipment to you.

Are there any restrictions on which items can be returned?

We can not accept returns on gift certificates or personalized items.

All items sold by Dog Bed Mall are shipped in their original factory packaging as supplied by the manufacturer/distributor. Items may be returned or exchanged only if in the original manufacturer's packaging and in the same condition as sold, including any instructions and/or documentation, attached tags, etc.

Refunds will not be given for any items that were damaged by your dog. This includes any item that is soiled, chewed, covered in dog hair, etc.

Are there any fees to return or exchange an item?

There are no fees to exchange an item or to return an item for store credit. There is a 15% restocking fee for returned items.

Please be sure to measure your dog before purchasing size-specific items. Incorrect size choice is the #1 reason for returns.

Please see the Return Policy Page for full details on restocking fees.

If I return an item, when can I expect my refund?

You should expect to receive any refund made pursuant to a return or exchange within 4 weeks of giving your package to the return shipper. In most cases, your refund will be received faster than 4 weeks. If you have not received a refund within 4 weeks of giving your package to the return shipper, please contact us and we will investigate the status of your refund.

What is your full return policy?

See the Return Policy Page for complete details.

How does the Low Price Guarantee work?

If you find a lower advertised price than our net price on a new, identical product, at a Competitor or Web Competitor within 30 days of making your purchase on our website or through our call center, we will match that price & refund the difference. Net price is calcluated by adding the unit price, shipping price, and any related fees when comparing to a Web Competitor. Shipping is not calculated in Net Price when comparing to a Retail Competitor. Please make sure to have proof of the low price available when requesting your price match. Proof must be in the form of an advertised price on a website, or an advertised price in a print advertisement.

We can not accept proof along the lines of "I saw it in ____ store, call them up and ask." The price must be advertised online or in print.

Dog Bed Mall reserves the right to reject any price match that cannot be verified by proof acceptable to Dog Bed Mall in its sole discretion.

Exclusions to the Low Price Guarantee include items sold on internet auction sites or at local or special events (e.g. grand openings, closeouts, clearances, liquidations, anniversary sales, etc). Also, we will not price match taxes, typographical errors or special offers from a manufacturer or competitor. If our Competitor is out of stock, or states in their ad that quantities are limited, the product is not eligible for the Low Price Guarantee. We reserve the right that our Competitor has the product in stock at the low price.

Not applicable when coupon codes or promotions are used.

What is the best way to contact Dog Bed Mall?

By using the form on the Contact Us page.

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