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You are here > Home > Shipping & Delivery
If you need assistance with your online order, tracking a package, returns or any other information related to an
order you placed on Dog.com, we can help.
Can I track my order online?
How long will it take for my order to arrive?
What delivery area is covered by Dog.com?
How can I review the details of an order I have already placed?
What is a backorder?
Did you receive my order?
Can I make changes to my order?
How can I cancel my order?
Can I ship my order to Alaska or Hawaii?
Can I ship my order to Canada?
What are the shipping options for my order?
Which shipping carriers do you use?
May I choose my shipping carrier?
Must I sign for my delivery?
Who do I call if my merchandise arrives broken or damaged from the carrier?
Is expedited shipping available on all products?
Why do "Next Day" or "2nd Day" deliveries sometime take longer than that to arrive?
Are there any shipping restrictions based on delivery location?
How long will it take for me to receive a credit once I return an item?
What is your return policy?
Will I be reimbursed for my return shipping costs?
How do I report a damaged or defective product?
Can you replace my order?
Speak directly with a Customer Service specialist about shopping online:
Email: customerservice@dog.com
Phone: 1.800.367.3647
Monday - Friday: 8am - 8pm ET
Saturday: 8:30am - 5pm ET
Sunday: Closed
You may track an order by accessing your online account and viewing the order status and tracking information in the
order history details. Also, once an order has shipped, a Shipping Confirmation e-mail is sent to you with the name
of the carrier and the tracking number, which you may use to track your order via the carrier's tracking site.
Economy shipping orders ARE NOT trackable.
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Order arrival timelines are dependent upon product, inventory status and delivery method. Typically, orders will
arrive to your home within 5-7 business days. Items shipping via common carrier can take up to 3 weeks to receive.
Exceptions are communicated on the product information page of the item and in your shopping cart. In rare
instances, when an item in-stock becomes unavailable after you have placed an order, you will be notified of the
status of that order via e-mail.
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We gladly ship within the 48 contiguous states, APO/FPO addresses, Alaska, Hawaii, the Virgin Islands, Puerto Rico, Guam, and Canada. Delivery option restrictions by location apply.
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Registered users can log into their account and view the order history and details of any order that they have placed online.
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When a product is labeled as backordered, this means that there is currently none available in stock to ship to the customer immediately.
You may still place the order for the item and as soon as the item becomes available, one will be shipped to you.
The estimated arrival date to the Dog.com distribution center is
communicated on the product's information page and in the shopping cart.
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When an order is placed on Dog.com, an order confirmation e-mail
is sent within 24 hours of the time you placed your order.
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You may make changes to your order anytime after the order is placed as long as your order hasn't been processed.
If you need to change an order, call the Customer Care Center at 1.800.367.3647 to check if your order
has been processed and change your order.
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You may cancel an order as long as it has not been processed. Please call the Customer Care Center at
1.800.367.3647. If your order has not yet been processed, they will be able to assist in canceling your order.
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Yes. Products shipping to Alaska or Hawaii can only be shipped via Priority Air.
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To place an order to Canada, please call 1.800.367.3647. Please expect an
estimated delivery time of 2-3 weeks. A service fee of $30 will be added to all orders shipped to Canada.
This fee will be in addition to the actual shipping charge.
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Below is a simple chart of estimated delivery times based on the length of our warehouse processing time and the average
time it takes the carrier to deliver your order to your doorstep:
| Shipping Method |
Est. Delivery Time |
Carrier |
Base Rate |
Per Pound |
Economy Shipping
(for orders under $49) |
7-10 Business Days |
USPS |
$8.95* |
$0.75 |
Economy Shipping
(for orders over $49) |
7-10 Business Days |
USPS |
FREE* |
$0.75 |
Expedited Ground
(for orders under $49) |
2-6 Business Days |
UPS |
$11.94* |
$0.75 |
Expedited Ground
(for orders over $49) |
2-6 Business Days |
UPS |
$2.99* |
$0.75 |
| 2nd Day Air |
2 Business Days |
UPS |
$17.99 |
$1.30 |
| Next Day Air |
1 Business Day |
UPS |
$25.99 |
$2.00 |
2nd Day and Next Day orders placed after 2 p.m. Eastern Time will not be shipped until the following business day. Delivery available Monday - Friday. Saturday delivery available in certain
areas.
Economy Shipping for orders under $49 (not including postage & handling) is charged the base rate of $8.95 + the per pound rate of $0.75 for any item that weighs 3 lbs. or more.
Economy orders are delivered by the post office and are not trackable.
Economy Shipping for orders over $49 (not including postage & handling) is charged only the per pound rate of $0.75 for any item that weighs 3 lbs. or more.
Economy orders are delivered by the post office and are not trackable.
Expedited Ground Shipping for orders under $49 (not including postage & handling) is charged the base rate of $11.94 + the per pound rate of $0.75 for any item that weighs 3 lbs. or more.
Expedited Ground orders may be tracked.
Expedited Ground Shipping for orders over $49 (not including postage & handling) is charged the base rate of $2.99 + the per pound rate of $0.75 for any item that weighs 3 lbs. or more.
Expedited Ground orders may be tracked.
* Offer only valid in the contiguous 48 states. Does not apply to: Canada, Hawaii, Alaska, Guam, Puerto Rico, Virgin Islands, APO or FPO.
2nd Day
Customers that wish to upgrade to 2nd Day Air pay only $17.99 Base Rate + $1.30 per pound.
Overnight
Customers that wish to upgrade to Overnight Air pay only $25.99 Base Rate + $2.00 per pound.
Air shipments are excluded from any FREE SHIPPING offers.
We ship 95% of all orders received by 12:00pm ET the same day. Certain products are unable to ship via any air
service and these are identified within the product detail pages as "Can't Ship Air." These products are shipped
via ground only (through either USPS or UPS Ground). Cages weighing more than 70 lbs. can only be shipped via
UPS Ground. Products shipping to AK or HI can only be shipped via Priority Air.
**Prices and terms
are subject to change without notice.
Orders typically ship from our warehouse within 24-48 business hours
of submitting an order, excluding weekends. 2nd Day and Next Day orders placed after 2 p.m. Eastern Time will
not be shipped until the following business day. Next day air packages arrive by end of day on the first full
business day after shipment, and 2nd Day air packages arrive the second full business day after shipment.
Shipments for orders placed online are delivered Monday through Friday only. We do offer UPS Saturday delivery
where available. To place an order for Saturday delivery, get rate or location availability, please call our
customer experience team at 1.800.367.3647. In most cases, when using UPS Ground service, you should receive
your products within 4-10 days of purchase. Deliveries to some locations may take longer.
Orders
are sent from our distribution center in Pennsylvania.
| Destination |
Approx. Delivery Time |
| Alaska |
4-9 Days |
| APO/FPO** |
2-3 Weeks |
| Canada |
2-3 Weeks |
| Guam** |
2-3 Weeks |
| Hawaii |
5 Days |
| Puerto Rico** |
5 Days |
| Virgin Islands** |
2-3 Weeks |
*Delivery Times may vary, as orders may ship from more than one location.
** Most packages to these locations ship USPS Economy. Delivery times quoted are to metropolitan areas.
Deliveries to remote locations may take longer.
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Dog.com utilizes UPS as our preferred carrier.
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Customers may choose how they would like their order delivered between Ground, Priority Air or USPS Economy Shipping. Dog.com does not allow customers to select the carrier.
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Signature service is required for all shipments. Thorough inspection must be made upon delivery and all damage
noted on the delivery receipt. If an item is severely damaged, delivery should be refused and our company must be
notified immediately. You must save all shipping and merchandise packaging. If signature service is waived,
PetsUnited, LLC will not be responsible for any damages to shipments.
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If you receive your order and it is damaged by the delivery company, refuse delivery (if possible) and call
1.800.367.3647.
You must save all shipping and merchandise packaging
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Expedited shipping is only available on those products that can be air shipped in accordance with UPS shipping
requirements. Products exceeding the weight, girth measurements and products falling under the hazardous materials
(hazmat) guidelines for dangerous chemicals can not be expedited. Products on the
Dog.com site that can not be expedited are duly noted on the
product information page
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Orders sent via "Next Day" and "2nd Day" are delivered to you the next day or second day from the day they are shipped.
An order may not always ship on the same day it is placed.
Placing your order very late in the day, after the shipping companies have picked up their last shipment, is one factor
that can affect shipping time. Also, due to the nature of items in the order, some orders may take longer to put together,
pack and ship than others.
As a rule, you can expect orders shipped "Next Day" to take 2-3 days to arrive, and orders shipped "2nd Day" to arrive
within 3-4 days.
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UPS Ground only available to 48 Contiguous United States.
Expedited shipping (2nd Day and Overnight) only available to 48 Contiguous United States, Alaska, Hawaii and Puerto Rico.
USPS/Economy delivery is required for delivery to PO Boxes, APO/FPO, uam, the Virgin Islands and Puerto Rico
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We administer return credits within 48 hours after the product is received in our return center.
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For a complete review of the Dog.com return policy, view our Return Policy.
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Dog.com does not reimburse return shipping for products returned for reasons that are not the fault of Dog.com.
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Customers may call our Customer Care Center at 1.800.367.3647 immediately upon discovering any damage or defect with an item ordered online.
You must save all shipping and merchandise packaging.
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Yes, depending on the availability of the items in the order. Call the Customer Care Center at 1.800.367.3647 to request a replacement order.
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