Help - Dogbedworks

Customer Service

We value your business and we want your online shopping experience to be easy and enjoyable. We're happy to answer your questions and can be reached Monday through Friday, 11:30 a.m. - 4 p.m. EST at 413-296-0363. During busy periods it may be necessary to leave a message. Your call will be returned promptly.

Security

We take every precaution to ensure that your credit card information is secure using SSL (Secure Sockets Layer), the industry standard security protocol.

The website is loaded through a secure URL at checkout and customer information, including your credit card information is SSL encrypted.

For payment transmissions we use a the latest industry standard, a payment gateway with Authorize.net - a leading service provider.  The secure SSL connection is also used to transmit payments to the credit card processor.

All of your ordering and personal information is encrypted using secure servers for maximum protection.

Placing Orders

You may place your order via our web site or call with your order. Contact us Monday through Friday, 11:00 a.m. - 4 p.m. EST at 413-296-0363. During busy periods it may be necessary to leave a message. Your call will be returned promptly. Orders placed via the phone can not be tracked online and will not be a part of your online order history.

Payment Options & Privacy

Dogbedworks.com accepts Visa, Mastercard, American Express and Discover. We're sorry, but we cannot accept checks.

For custom order items your credit card is charged at time of order processing and shipment may be anywhere from 2-4 weeks depending on the item.

Please be assured that your personal information is private and is never shared or sold to anyone at any time.

Sales Tax

Dogbedworks.com is required to collect sales tax in Massachusetts at 5%.

Invoice

Your order confirmation includes your invoice. Please keep this for your records. In the event that you may have misplaced it, please contact us at 413-296-0363.

Your Account Information

Your Dogbedworks.com account information can be updated whenever you make a purchase. Account information contains necessary account information to speed you through checkout.

Availability & Back Orders

All items are shipped direct from the manufacturer. This provides you with a large product selection that is nearly always in stock. Items may be out of stock periodically at the manufacturer. We will email you promptly if your item is out of stock.

Shipping

We process orders Monday through Friday, excluding Holidays. Orders are shipped by the manufacturer via ground service with Fed-Ex/UPS. Multiple item orders may ship in separate packages. Items are shipped direct from the designers' factories. Please allow approximately 2 weeks for delivery. Special Order items take longer and delivery times are quoted in the product description.

Volume orders may incur additional shipping charges. Incorrect or undeliverable addresses and refused shipments resulting in an item being "returned to shipper" will be charged for shipping fees.

Please note that shipping rates have been increased by UPS, Fed-Ex and others.

Current Shipping Rates

Express Shipping

Due to the nature of our factory direct business we are unable to offer express shipping.

International, Canada, Alaska, Hawaii, APO/FPO Shipping

We're sorry, but we are unable to ship outside the continental U.S.

Orders to Hawaii and Alaska must be shipped via 2nd Day Air UPS - our shippers do not use the postal service.

Defective Merchandise

Your satisfaction is very important to us. You'll receive high quality products, in good condition. We fully guarantee all products against defects in materials and craftsmanship. Freight damages or product defects must be reported within 5 days of receipt of your order.

Return, Canceling & Exchange Policy

We understand that there are occasions where a return or exchange may be necessary. Custom orders are not returnable. The shipping of a return is the responsibility of the customer. Original shipping is not refundable.

Returns are accepted within 2 weeks of receipt of an order and an require an authorization number. Please contact us for this information.

Cancellations must be made within 2 hours of placing an order. Once an item is shipped it cannot be cancelled. The customer is responsible for shipping a return.

Only items in NEW and UNUSED items with TAGS still on (if any)  may be returned. A 25% re-stocking fee is applied unless you purchase another item. Exchanges are not charged a re-stocking fee.

DAMAGED or USED items WILL NOT be refunded. for instance , if a bed is placed on the floor and the tags (if any ) are off - the bed is considered used. We don't mean to be harsh but these are the policies of our vendors. Please do not try to return a used bed.

Damage by Your Pet

We're sorry, but we cannot be responsible for items that have been ruined by destructive dogs or puppies. Our products are very durable, but are not indestructible. Please choose carefully depending on the age and behavior of your pet.

Choosing a Dog Bed

Please call if you need any help in choosing the type or size bed you need or visit this page for more information: How to Choose a Dog Bed

Crate Training Tips

Please call if you need any help in choosing the type or size you need.  Once you get the crate home you'll find these tips very useful: Dog Crate Training Guide