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HOLIDAY SHIPPING DELAYS AND TRACKING ISSUES

THE USPS IS EXPERIENCING DELAYS IN SHIPPING TIMES AND TRACKING UPDATES NATIONWIDE DURING THE HOLIDAY SEASON AND DUE TO COVID-19 IMPACTS. PLEASE KEEP THIS IN MIND WHEN ORDERING AND TRACKING YOUR PACKAGES. YOU WILL LIKELY SEE LESS SCANS WHILE YOUR PACKAGE TRAVELS THROUGH THE USPS SYSTEM. 

Why hasn't my tracking status changed from "Pre-Shipment"?

When an order is stuck in "Pre-Shipment" status, that is usually USPS code for "..we missed it's initial scan at the original distribution center and your package was manually sorted to a truck, it will be scanned at another delivery point along the way."

The USPS is experiencing challenges due to COVID-19, resulting in a lack of staff/ resources as stated on the their website. In addition to the holiday mail increase, this is causing customer packages to be delayed nationwide. What we have seen is the USPS tracker will show that the package is in "Pre-Shipment" status and then suddenly the status changes to "out for delivery" or even "delivered".

My package has not been delivered, I think it is lost!

If you suspect that your package was lost by the USPS, you can file a claim HERE. 

PROCESSING TIMES

Please allow for at least one week for your order to be prepped for shipping. You will receive a tracking number through email when your order is ready to be shipped. Orders are brought to the post office within 24 hours of a label being created.

SHIPPING

Please be aware that choosing expedited shipping does not mean that your order will be prepared to ship faster. 

USPS and UPS are used for shipping. Sticker orders shipping without any other products ship without tracking through USPS regular letter mail.

The Dog Mom Co is not responsible for lost, delayed, or stolen packages. If you suspect that your package has been stolen or lost in transport, you can file a claim through the shipping company.

Please reach out to the USPS directly if there is a problem with your order while in transit or upon delivery. We are unable to control what happens after the package has left our hands.

We are unable to give refunds or replace orders that are lost, damaged, delayed, stolen, or undelivered by the shipping company. You can file a claim with the USPS here.

ORDER ISSUES

If there is a problem with your order, please email hello@thedogmomco.com within 72 hours of receiving your order. Be sure to include your name, order number, tracking number, which item there is an issue with, and a detailed description of the problem, photos will be needed if items are damaged or incorrect.

EXCHANGES

CLICK HERE FOR THE EXCHANGE FORM

The Dog Mom Co does not allow for refunds, exchanges only.

Store credit will be sent to accepted exchanges.

If you are exchanging for a new size/color/style we cannot reserve the desired item for you.

Customer is responsible for paying shipping back to The Dog Mom Co.

You will receive your store credit within 4 business days of us receiving your package.

Returns and exchanges can only be accepted within 30 days of the original purchase date.

Items must be unworn, unwashed, clean (items with excessive dog hair will not be accepted), and the tags still on.

You will need to place a new order using your store credit.

We cannot guarantee that your desired style/color/size will be available when you are placing your new order with your store credit.

How long will it take for me to get my order? 

Please allow for at least one week of processing times for most products. Some may take up to 2 weeks depending on if the item is in stock or needs to be made upon ordering. If you need your products by a certain time, please reach out BEFORE placing your order.

Click here to see our store policies.

Where do you ship?

United States and Canada

My package is showing as "delivered" but I do not see it

Unfortunately, we have no control over the packages once they are sent out. You will need to get a hold of your local post office and they should be able to help you out. The post office does not give me access to package details since it has the customers name on it. More than likely they have it at their facility. If they don't have it, a lot of times it can be found at a neighbors house or hidden around your house or apartment.

The Dog Mom Co is not responsible for lost, delayed, or stolen packages. If you suspect that your package has been stolen or lost in transport, you can file a claim through the shipping company.

Click here to see our store policies on shipping.

Do you offer refunds?

The Dog Mom Co does not allow for refunds, exchanges only. Click here to see our store policies on exchanges.