Shipping, Returns & Refund Policy

SHIPPING

Free Expedited USA Shipping:

As standard, all orders with a domestic delivery address come with Free Expedited Shipping.

Your order will arrive within 2-3 working days. 

You can opt for a premium shipping method at an additional cost. The premium shipping fee will be calculated during checkout and may vary according to the product & the delivery destination. 

To ensure your order is delivered as quickly as possible we partner with a range of carriers including Amazon Logistics, UPS, FedEx, DPD, DHL, Royal Mail. 

Once we have dispatched your order, you will receive a shipping confirmation email containing your specific tracking link to allow you to monitor the status of your order.

Shipping Delays:

We always endeavour to ship your order on time, However, there may be factors outside our control such as adverse weather, or severe road network issues which may cause delays. We cannot take responsibility for such problems where they are outside our control.

Lost Packages:

If you have not received your order, please contact our Customer Care Team at info@dogrook.com who will work to resolve the issue as quickly as possible. Once courier tracking confirmation is received of an order being shipped and signed for at the shipping address our liability ceases. If your package is lost, please contact our Customer Care Team who will deal with the matter.

Damaged products:

We make every effort to ensure the products that you order are shipped in good condition, however, some products can get damaged in transit so we please ask you to inspect your order upon receipt. If you are not satisfied with the condition of your order, please contact our Customer Care team with photos at info@dogrook.com. If you have not contacted us within 7 days of receiving damaged items, we will deem your order as accepted. This does not affect your statutory rights.

International Orders:

We want to deliver the best buying experience to our customers, which is why we have created country-specific websites. You can recognise these websites by the country code in the URL (eg. www.website.com/fr). 

When visiting our US website from outside of the US, you will be prompted to switch to the local website and currency. You can also access the full list of supported countries and currencies using the country & currency selectors (located in the header or footer).

If you are outside of the US, please place your order on these dedicated local websites. You will be able to pay in the local currency and benefit from Free Expedited Shipping (2-3 working days). 

You can also opt for a premium shipping method at an additional cost. The premium shipping fee will be calculated during checkout and may vary according to the goods you purchase & your shipping destination. 

 

RETURNS

Changed your mind?

We really hope you like your purchase from DogRook however, in the event you do wish to make a return, simply follow the below instructions. Please be aware, we do not accept returns of used items.

Steps to Return your Item:

Introduction. Once you have informed us of your wish to return products from your order, you must return them in a good condition and in their original packaging to us at Jarius J. 1101 W Hamilton Street Suite 318 Allentown, PA 18101 United States. Items sent back to us without first requesting a return will not be accepted. 

Once your return is approved, please prepare your item for shipping. Put the item in its original packaging and wrap it securely. Clearly display the following returns address to the outside of your package – Jarius J. 1101 W Hamilton Street Suite 318 Allentown, PA 18101 United States

All returned products must be posted by to us within 30 days of receipt. We reserve the right to require proof of return shipping before we process any refunds.

Select a courier of your choice to return your goods to us: You may return products in whatever way you choose. For example, you may wish to visit Parcel Monkey. Here you will find an assortment of couriers to use with varying price ranges, most of which are very reasonable. Please note we do not cover the cost of returns. Please keep your proof of postage as we may ask to see it before we process your refund.

Inspecting returned Products. Once your item is received at our warehouse it will be inspected to ensure that it meets our returns eligibility criteria.

Eligibility criteria. To be eligible for a refund, all products you return must be in good condition and in their original packaging. All include all original packing material, blank warranty cards, manuals, and accessories should be included in the return. We do not give refunds on used products or at all on certain products (e.g. underwear / food) for hygiene reasons. We reserve the right to refuse any returns if: (i) any signs of wear are present; (ii) parts of the item are missing; and/or (iii) any plastic seals and/or tags on the item have been removed. We aren’t able to accept any returns that have been used and which are not faulty.

Product not working as expected?

Our Customer Care team are knowledgeable and able to resolve most product-related issues quickly and efficiently. For the quickest support, please contact our product experts using the submission form on our Contact page.

If we are unable to fix your issue for you, we will replace the product at no charge for either a brand new or refurbished unit of the same condition as per our warranty policy.

 

REFUNDS

When will I receive my refund Following a successful inspection of your return we will process a refund to the credit / debit card or PayPal account which was used to place the original order Please allow 5 working days for the refund to appear in your account from the date we process it.

I haven’t received my refund: If you haven’t received a refund yet, please check your statement again, these incoming payments can be overlooked. If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@dogrook.com.

Possible deductions from refunds. If you are exercising your right to change your mind, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products you have returned where this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount to cover the damage.

 

CANCELLATIONS

We can work with you to attempt to cancel your order before it is shipped, although this may not be possible technically. Please contact our Customer Care Team at info@dogrook.com if you wish to cancel your order. We also offer a 30 day money back guarantee, subject to certain conditions. For further information, please see our Billing Terms and Conditions here. Returns under this policy do not affect your statutory rights.