Store Policies and Shipping Information
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.
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 2 business days of a label being created.
Please be aware that choosing expedited shipping does not mean that your order will be prepared to ship faster.
USPS is used as our primary shipping carrier. 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.
If there is a problem with your order, please email email@example.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.
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. Please send us an email letting us know your package is coming (firstname.lastname@example.org) so that we can keep an eye out for it in our PO Box. Otherwise, we only check our PO Box every 2 weeks.
Returns and exchanges can only be accepted within 30 days of the original purchase date.
Items must be unworn, unwashed, clean but not laundered (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.