Frequently Asked Questions

Orders and shipping

How long will my order take?
We pack and hand it off within 1 to 3 business days. After that it is about 2 weeks in transit, tracked door to door. Shipping is free on every order with no minimum.

Two weeks is a long time. Why?
Because that is how long it actually takes. Almost everything we sell ships from our fulfillment partner's warehouse overseas rather than a US stockroom, and that trip runs about 2 weeks. We would rather say so up front than promise five days and leave you refreshing a tracking page. If you need something by Friday, do not order it from us for Friday.

Is anything faster?
One thing. The Natural Flea and Tick Spray ships from a US warehouse and is usually in transit 2 to 7 business days.

Why did my order arrive in two parcels?
Items can ship from different warehouses, so a two item order can become two parcels with two tracking numbers and two arrival dates. Nothing is missing. If only one has landed, the other is still moving.

Do you ship outside the United States?
No. United States only.

Can I change or cancel after I order?
Email us as soon as you can. If it has not been handed off yet we can usually change the address or cancel outright. Once it ships we cannot pull it back, but the 30 day refund still covers you.

Tracking

Where is my tracking number?
In your shipping confirmation email, which is a separate email from your order confirmation. If it has been more than 3 business days since you ordered and nothing has arrived, check spam, then email us and we will resend it. There is no tracking lookup box on the site, so email is the fastest route.

My tracking has not moved in days.
Normal, annoying, and usually fine. These parcels go quiet for stretches while they move between carriers, then update in a burst. If it has been silent for more than 7 days, email us your order number and we will chase it. If tracking says delivered and there is nothing at your door, tell us that too. It has happened and we sort it out.

Returns and refunds

What is the return policy?
30 days from the day it arrives. Email us and we refund you in full. Opened and used is fine, because you cannot judge a grooming tool without using it on an actual dog.

Do I have to ship it back?
Usually not, so there is no return shipping for you to pay. In most cases you keep or donate the product and we refund you anyway. If we ever do need something back we will say so in our reply first, so do not mail anything before you hear from us.

How long does the refund take?
Once it is approved it goes to your original payment method within 10 business days. Your bank may take a few days more to show it.

It arrived damaged or it is the wrong item.
Send a photo and your order number. Replacement or refund, your call, and you keep whatever arrived.

Discounts

How does the bundle discount work?
Mix and match any items. Add 2 to your cart and 10 percent comes off automatically at checkout, or add 3 or more and save 15 percent. There is no code to enter and it applies to the whole order.

Can I stack a discount code on top of that?
No. The automatic bundle discount and a discount code cannot both apply to one order, so checkout uses one of them, not both. Compare the totals before you pay and use whichever is worth more.

Products

How do I pick a size?
Sizes and what is in the box are listed on each product page. If you are between sizes, email us your dog's weight and breed and we will tell you which one we would pick. We would rather talk you into the right one than process a return.

Do you restock things that sell out?
Usually. Email us and we will tell you what we actually know about the timing instead of inventing a date.

The awkward ones

Why not just buy this on Amazon?
Sometimes you should, and if you need it Thursday you definitely should. What you get here instead is a 30 day refund you do not have to argue for, no return shipping, and an email address where the reply comes from the person who picked the product. Most of these items exist under a dozen names on marketplaces. We are not pretending we invented them. We picked the ones we use on Mazie and we stand behind them.

Who am I actually buying from?
ReliableGoods is run by Brandon Gruber. Mazie is his Bernedoodle and the reason the store exists. The whole story is here.