FAQs

We know you have questions! To jump to a particular section, please click on one of the following links: 

              
         
   

 

    
         
         

MY ACCOUNT

How do I create an account? 
1. Click the "Register" link at the top right hand side/corner of our site where you will be taken to our sign-in page. 
2. Click the "New Customer Button" under in the "New Customer" section of the sign-in screen (grey box).   
3. Simply follow the prompts to complete setting up your account. 

Your information is NEVER sold to any other company and is kept confidential. Click here to learn more about our Privacy Policy. 

How do I edit my account information? 
Click the "Account" link at the top right hand side/corner of our site. You will be able to change any of your contact information, mailing addresses, and more. 

I forgot my password. 
To reset your password, please follow the following instructions. If you need assistance in resetting your password, please contact Customer Service. 

1. Click the "Sign-In" link at the top right hand side of our account.  
2. Under the Password box, click the "Forgot your password?" link to reset your password. 

You can also click here to reset your password.  

How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top of our website.

QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact Customer Service for assistance. 

ORDERS & SHIPPING 

Has my order shipped?
Click the "Account" link at the top right hand side of our account to check your order status. If you placed a phone order with us, please contact Customer Service. 

How do I track my order? 
Click the "Account" link at the top right hand side of our account to check your order status to find the list of your orders. If your order has shipped, the order will show your tracking number. If you placed a phone order with us, please contact Customer Service. 

How do I change quantities or cancel an item in my order? 
Click the "Account" link at the top right hand side of our account to check your order status.  

My order never arrived. 
Please check your order status by going to "Account". Be sure that all of the items in your order have shipped already. If your order displays your package tracking numbers, please check with the shipper to confirm that your packages were delivered. If your order does not display a tracking number, please contact Customer Service for assistance.

During the holidays, orders may arrive later than specified due to delays with shipping carriers such as USPS.  

An item is missing from my shipment. 
Please check your order status by going to "Account". Be sure that all of the items in your order have shipped already. If your order displays your package tracking numbers, please check with the shipper to confirm that your packages were delivered. If your order does not display a tracking number, please contact customer service for assistance. 

My product is missing parts.
Click the "Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. 

When will my order ship?
Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment. 

SUBSCRIPTIONS

How Subscriptions Work

You choose the products you love on your schedule and they get delivered every month on the date of your choosing! Check out all of our subscription products here!

When will my payment method be charged?

Your payment method will be charged on the initial subscription order and that date (or the date of your choosing) every subsequent month based on your subscription frequency. 

How do I update my payment method for my subscription? 

You can update your payment method directly from your customer portal, under the tab "Payment Methods". You can access your customer portal through your store account login. If you have not registered an account, you will need to create an account using the same email address used at checkout.

You can also access your account using a customer portal magic link. This magic link is typically sent in the Subscription Confirmation email when you begin a subscription and the Upcoming Order email. 

How do I cancel my subscription?

To cancel your subscription, you will first need to log in to your account.

Login to your customer portal. Click Subscriptions and Edit. Scroll down to the bottom of the page and click Cancel Subscription. Please provide a cancellation reason and confirm the cancellation by clicking Proceed.

How do I reschedule or delay my subscription?

Login to your customer portal to adjust the order date. Click Subscriptions and then click on Edit. You will be taken to a page where you can edit the next order date for your subscription. Once you select the new charge date you can click on the Update next shipment date.

How do I add or remove items from my subscription?

Additional products can be added to your subscription through the customer portal. 

On the Subscriptions tab, click Add a product. Select the item to be added and review the product, billing and address details. Click Add product to confirm. 

How can I change the shipping address?

You can update existing shipping addresses from the Shipping tab. 

Login to your customer portal. Click on Shipping. This will display all shipping addresses on your customer account. Click the link on a specific address will allow you to update it as needed or click on the Add New Shipping Info button to add an address.

If you have any questions about your subscription and would like assistance, please reach out to our team at woof@gooddoggoods.com!

INTERNATIONAL SHIPPING

I live outside the United States. Do you ship to my country?
Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

RETURNS  

How do I return my product?
Please click here for more information on returning an item.

I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?
Please see our Terms & Conditions for complete details regarding our return policy.

PRICING AND BILLING

Do I have to pay sales tax?
You only have to pay sales tax if you are located in the same state as our warehouse. 

I have a question on my charges.
Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt or invoice.
Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).

GIFT CERTIFICATES & COUPONS 

How do I buy a gift certificate?
We currently offer two types of gift certificates: in-store gift certificates and online gift certificates. To purchase an in-store gift certificate, please contact Customer Service for assistance. To purchase an online gift certificate to be used for online purchases, please click here.

How do I redeem a gift certificate?
Recipients of online gift certificates will receive an email with a code that can be applied to orders during checkout. 

  1. You need your unique gift certificate code, which is part of the gift certificate that was emailed to you as an attachment. It will look something like Z50-Y6K-COS-402.
  2. Browse the store and add items to your cart as you normally would.
  3. Click the 'View Cart' link to view the contents of your shopping cart.
  4. Type your gift certificate code in to the 'Redeem Gift Certificate' box and click 'Go'.

My recipient didn't receive their gift certificate.
Please get in touch with us so we can assist you. 

How do I use a coupon?
After adding items to your cart, click the "View Cart" link at the top tight corner of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code. 

BUYERS GUIDE

How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top and bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

GUARANTEE

Low Price Guarantee
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

LEGAL

Privacy Policy
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

CUSTOMER SERVICE

How do I contact Customer Service?
You may contact Customer Service one of the following ways: