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Alpha Dog Toys Home - Alpha Dog Toys Customer Care

Frequently Asked Questions (FAQ's)

How much does shipping cost?

Because we ship all over the world and offer a wide variety of products ranging in many weights and sizes, we have attempted to simplify this process as much as possible while maintaining logic and fairness. Please refer to our Shipping & Handling section for specifics. If something doesn't make sense, please let us know; we're better at pet supplies than we are at writing!

How is my order shipped?

We ship via the U.S. Postal Service, UPS or Fedex depending on which is faster in an effort to get your package delivered ASAP. If your package is being delivered to a P.O. Box, it must be sent USPS (because the UPS guy doesn't want to be seen in uniform at the Post Office).

We understand some customers prefer one carrier over another. If your order must be delivered by a certain carrier, we will accommodate your request with a $3 handling fee. You will also be responsible for the additional postage your chosen carrier may charge. Additional postage (if applicable) and handling fee will be charged to your credit card separately (usually right before we ship).

How long does shipping take?

We typically ship orders the same day, or the next day latest on orders placed Monday through Friday. Since we ship to you from Southern California (yes, our Governor is Arnold Schwarzenegger), domestic shipping can take two to ten business days for arrival depending on your proximity to So Cal. We offer expedited shipping as detailed in our “Shipping Policy” section. If something you purchased is on back-order, we will let you know immediately, ship out what is in stock, and send the back-ordered product to you ASAP at our cost.

For all orders within US, you will receive a shipping confirmation email detailed with tracking number right after your order is shipped so you can follow the progress of your package and anticipate the delivery. We are not responsible for stolen or missing packages if the delivery confirmation shows that your package has been delivered. You are welcome to request insurance during check out. We will add the actual cost of insurance depending on the coverage amount to your order. International orders will receive a shipment number on your customs form.

What are my payment options?

We accept Visa, MasterCard, Discovery and PayPal. You may mail a check or money order for your purchase to:

Alpha Dog Toys Company
PO Box 6213
Moreno Valley, California 92554

PLEASE NOTE: A money order (available at the Post Office) will ensure that we process your order the same day we receive it. If you send a personal check, it must clear before we ship the order. This could take up to 2-3 weeks. Please don't ever send cash through the mail…not everyone is as honest as we are!

Do you charge sales tax?

If you are in California , you are required by law to pay 8.75% on sales tax.

Shipping & Handling

In an effort to bring logic and fairness to shipping, and to keep it relatively simple, we have developed the following shipping policy. The more you buy the better your overall total shipping rate is.

Domestic Shipping and Handling for the contiguous 48 states:

Order Total* Value Ground
(estimated delivery 4-10 business days)
Preferred
(estimated delivery 2-3 business days)
Expedited
(next business day**)
Up to $24.99 $7.95 $9.95 $30.95
$25-$49.99 $9.95 $12.95 $34.95
$50-$74.99 $12.95 $15.95 $38.95
$75-$99.99 $15.95 $19.95 $42.95
$100-$128.99 $17.95 $23.95 $47.95
$129-$149.99 We pay shipping!*** $27.95 $52.95
$150-$199.99 We pay shipping!*** $31.95 $57.95
$200-$249.99 We pay shipping!*** $36.95 $63.95
$250 & up We pay shipping!*** $41.95 $70.95

*Order total does not include any applicable sales tax or shipping surcharges.
**Orders must be placed before 12 pm PST to ensure service of express delivery. Signature for receipt is required. All packages are shipped by USPS Express Mail. Although next day delivery is guaranteed for most areas (about 95%) within US, USPS only guarantees 2nd day delivery for the rest 5%. We do not know if your delivery is within this 5% until after we take your package to the post office and pay for the postage. Shipping cost is based on regular sized packages. Oversized packages will be charged actual USPS Express Mail price.
***Free shipping for all orders over $129! Handling charge on over-sized and heavy weight items will be applied regardless of total order.

Shipping and Handling to AK, AS, CZ, GU, HI, MP, PR, VI, AP, AE, AA, FP (Ground Shipping is not available for these states):

Order Total* Preferred
(estimated delivery 2-3 business days)
Expedited
(next business day**)
Up to $24.99 $11.95 $41.95
$25-$49.99 $15.95 $45.95
$50-$74.99 $19.95 $49.95
$75-$99.99 $23.95 $53.95
$100-$149.99 $27.95 $57.95
$150-$199.99 $31.95 $61.95
$200-$249.99 $35.95 $65.95
$250 & up $40.95 $69.95

Shipping and Handling to Canada:

Order Total* Airmail (estimated delivery 4-10 business days)
Up to $24.99 $12.95
$25-$49.99 $16.95
$50-$74.99 $20.95
$75-$99.99 $24.95
$100-$149.99 $28.95
$150-$199.99 $32.95
$200-$249.99 $36.95
$250 & up $41.95

Shipping and Handling Internationally (Australia, Austria, Belgium, Brazil, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Japan, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom):

Order Total* Airmail (estimated delivery 4-10 business days)
Up to $24.99 $17.95
$25-$49.99 $25.95
$50-$74.99 $36.95
$75-$99.99 $46.95
$100-$149.99 $58.95
$150-$199.99 $70.95
$200-$249.99 $82.95
$250 & up $96.95

*Order total does not include any applicable sales tax or shipping surcharges.

Return and Exchange

Please look over the products you receive (and test the electronic ones) before disposing of the packaging, tearing off any tags, or giving them to your dog. If you discover a problem after you've accepted delivery, please call us at 951-601-0451 or send an e-mail to customercare@alphadogtoys.com. We may be able to resolve the problem without requiring you to return the item. Please retain all packaging material until you are satisfied with the condition and performance of your purchase. This will make it easier to return the item if necessary.

We know that getting the right look and fit for your dog's clothing (including glasses, hats and boots) can be difficult, so we provide as detailed as possible sizing information for all our clothing items. Please measure your dog and compare the measurements to the sizing chart to determine the right size. Do not estimate size by only breed or weight. Merchandise may be returned for store credit ONLY. All returns are subject to a restocking fee of 15% of the purchasing price. Shipping is not refundable. Please return items in their original brand new condition with complete packaging within 30 days of your purchase. Sale of toys and treats are final, not subject to return or exchange. If you need additional information on any product, please ask. We are not responsible for your assumption of products. Customized, Hand-Crafted / Made-to-Order items as well as Sale and Clearance items are final, not subject to return or exchange. Please mail the return(s) to the following address:

Attn: Return & Exchange
Alpha Dog Toys
PO Box 6213
Moreno Valley, CA 92554

All toys and treats, including regular and sale priced, are NOT subject to return or exchange. We do not manufacture any of the toys we sell, however, we double check every toy to make sure they work properly before we ship. If you still think that you received a defective toy, please contact us immediately. Your order information will be sent to the manufacturer so they can ship you a replacement directly.

If you have taken advantage of our free shipping offer, and your order total falls below the minimum requirement (for free shipping) due to returns, ground shipping charge of $17.95 will be applied.

Customer is responsible for shipping and handling of the exchange. If package is returned to us due to an invalid, undeliverable, or insufficient shipping address that you provided, a 20% reprocessing or restocking fee will be applied.


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