Who do I contact with questions?
Call us toll free from the US at:
When do you process my order?
In most cases we ship the day of purchase. If you place your order after 1pm CST or on the weekend, your order will ship the next business day.
Where are you located?
We are located in the center of Europe, in Austria.
When will I get my order?
Each order is unique, as a result the processing time depends on several things; the type of order, when you placed it, country etc. Keep in mind that once order is made you cannot make any changes.
However, here’s what you can expect from shipping:
UK 7-10 Business Days
EU 7-10 Business Days
US 7-10 Business Days
South America 10-15 Business Days estimate
Asia 10-15 Business Days estimate
Africa 10-15 Business Days estimate
Australia & New Zealand 10-15 Business Days estimate
*we can't guarantee shipping times because we depend on our shipping partner.
What if I receive a defective product?
If a product received has manufacturing defects, buyers are entitled to request a product replacement within 14 days of receiving the item. If the case is deemed valid, we will cover related costs to deliver a replacement. Please send a photo of the damage within 24 hours after delivery to firstname.lastname@example.org, otherwise we can't accept the refund.
How do I set up a return if I receive a defective product?
As we offer a 30-day guarantee on ALL of our products (except personalized products). Our dedicated staff provides customer support 24 Hours a Day, 7 Days a week. Please email email@example.com.
If a product was received damaged please follow these instructions:
Returns within the US must be sent within 14 days upon arrival and in original purchase condition - unworn, in original packaging
Returns outside the US must be sent within 14 days upon arrival and in original purchase condition
We won’t refund your original or return postage costs
Please send a photo of the damage within 24 hours after delivery to firstname.lastname@example.org, otherwise, we can't accept the refund.
Email us at: email@example.com so we can get started on the return or exchange process.
What forms of payment are accepted?
We accept PayPal, ApplePay and the following Credit Cards: Visa, Mastercard and American Express.
What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here
Where is my order?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
What do I get when I insure my order with Route+?
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route+ package protection at checkout.
When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at firstname.lastname@example.org and we will be happy to work with you to remedy the situation.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
How do I file a claim for my lost, stolen or damaged order?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.
We are GDPR compliant. GDPR came into effect on May 25th 2018, and we at doggykingdom.net are hard at work to ensure that our systems are fully compliant with key data protection principles highlighted in the GDPR.
We absolutely do not have an access to your credit card information, and only in situations when transaction is suspicious (attempt to pay with two different credit cards, billing address is different from shipping address), we will require your identification for verification purposes.
Sometimes it is even required to call your billing number to verify that all information on your transaction is correct.
After your payment had been verified, we will destroy your IDs information and will not store them anywhere.
We accept credit card details via email (all credit card details supplied will be destroyed once the payment has been processed).