Shipping policy
supdog.pet Shipping Policy
1. Order Processing Time
The majority of our orders are processed within 3 business days from the time of purchase. Our dedicated team works diligently to prepare your items for shipment promptly.
After the order is shipped out and received by the carrier, we will update you with a Track-and-Trace code with which you can follow your package and see the remaining shipping time.
Please allow 24 to 48 hours for the tracking information to update.
2. Shipping Duration
Since supdog covers shipping costs for most items, at times we may consolidate shipments from various suppliers. As a result, delivery times can vary and typically range between 7 to 21 days. We appreciate your patience during this period, as it allows us to optimize shipping costs and pass on the savings to you.
3. Shipping Address Changes
If you would like to change the shipping address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we can not alter the shipping address anymore.
4. Shipping Methods, Costs, and Delivery Times
Shipping costs are calculated during checkout based on weight, dimensions and
destination of the items in the order.
We provide a few shipping options:
ECONOMY SHIPPING is FREE on orders over $50.00
STANDARD AND EXPRESS SHIPPING determined during checkout
The shipping methods and delivery times per region are represented by the following table:
| Country or Region | Standard | Express (Business days) |
| USA | 7-9 Business days | 3-5 Business days |
| Canada | 8-10 Business days | 5-7 Business days |
| Europe | 12-14 Business days | 7-9 Business days |
| Australia | 12-14 Business days | 6-8 Business days |
Be aware that these delivery times can become longer in case your order is placed during busier periods such as near Christmas or Thanksgiving.
5. Shipping Restrictions
Sadly, we are unable to ship your order to a PO BOX or to a MILITARY ADDRESS or in some case outside the USA.
6. Packages Damaged, Lost, or Missing While in Transit
If you have a suspicion of your parcel being lost or missing while in Transit, please contact us by email. We can contact the shipping company to investigate the issue.
If your package has indeed gone missing, we will send you a new one free of charge or send you a full refund.
If your package has arrived damaged, contact us and we will provide a replacement or refund as soon as possible.
7. Returns and Refunds
7.1 Return Due To Change of Mind
supdog.pet will happily accept returns due to change of mind as long as the request is received by us within 7 days of you receiving the item.
The item must be returned to us in the original packaging, unopened, and unused.
The return shipping costs will be paid by the customer. Once we receive the package, the refund will be processed and you will receive the full value of the product as a refund less a 25% restocking fee.
7.2 Warranty Returns
If you would like to issue a warranty claim, the claim should be submitted to supdog.pet within the warranty period time frame as offered by the manufacturer. For example if the product you purchased has a 90 day manufacturers warranty then you need to submit claim within 90 days of you receiving the package.
The return shipping will be pre-paid for by the customer, however, we will reimburse you once the warranty claim is successful.
Upon the acquirement of the package containing the products for the warranty claim, we will process your warranty claim within 10 days.
For our full Returns and Refunds policy, we refer you to Refund policy – supdog
8. Customer Service
For questions, support, problems, or warranty claims, please contact us by email at info@supdog.pet
