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FAQs

  • 1. When will my order be processed and shipped?+more info
    • All orders are usually processed and shipped within 72 hours – business days only (Mon – Fri)� Times may vary slightly during trade show and Holiday season October through December.

    • WE DO NOT SHIP OR DELIVER ON WEEKENDS OR HOLIDAYS.

  • 2. How long will it take for my order to arrive?+more info
    • This will depend on the service selected. PLEASE NOTE THAT IT STILL MAY TAKE 24 to 48 HOURS TO PROCESS BEFORE THE ORDER SHIPS with ANY OF THE BELOW SHIP METHODS.  PLEASE ADD THIS TIME TO DELIVERY TIMES BELOW. Here are some guidelines.

      • Fed Ex Ground : Average arrival is 1 to 5 business days
      • Fed Ex 3 Day : Average arrival in 3 business days
      • Fed Ex 2nd Day Air : Average arrival in 2 business days
      • Fed Ex Next Day Air : Guaranteed to ship next business day and arrive next business day. (2 days min)  Orders are not shipped same day order is placed.
      • USPS First Class Mail (under 13 Ounces only) : Average arrival in 2 to 10 business days
      • USPS Priority Mail : Average 2 to 4 business days
      • USPS Express Mail : Average 2 to 3 business days.  Ships next business day after order is placed
      • Fed Ex Economy International : Average 5 business days – not including customs clearance
      • Fed Ex Priority International : Average Arrival 2 to 3 business days – not including customs clearance.  Order ships next business day after order is placed.
      • USPS Global Priority International : (not recommended – no tracking – at your own risk J) Average arrival 10 to 21 business days, May take UP TO 5 WEEKS not including customs clearance (If you choose this service, you understand that Hip Doggie's responsibility ends at sending the package to local post office. You'll need inquire about the package yourself through USPS.com as they are 3rd party business)
      • USPS Global Express International : Average arrival 5 to 7 business days – not including customs clearance
  • 3. What are your shipping rates?+more info
  • 4. Do you ship orders outside of the United States?+more info
    • YES! We ship to most international destinations!

      • Shipping options may vary depending on the delivery restrictions in your country. Not all shipping methods may be available.
      • Exact shipping prices are unknown until you proceed through the checkout process.
      • Additional fees such as taxes, duty, or brokerage may be requested upon delivery or billed in the future from the carrier selected and your local customs department. Hip Doggie Inc. is not responsible for any of these costs.

      AUTHORIZATION: International orders may be required to fax/scan proof of card holder identity in order to prevent credit card fraud. We will contact you by email for additional information upon receipt of your order. For more information, please call our Customer Service department at 1-818-505-8646.

  • 5. Which credit cards or other forms of payment do you accept?+more info
    • We accept Visa, Master Card, American Express, Discover.

      Sorry, we do not accept personal checks and we do not accept Money Orders at this time.

      We can accept bank wire transfers and paypal (5% fee). Please contact us for details.

      Prices & Tax: All prices are subject to change without notice. California State residents are automatically charged applicable sales tax.

  • 6. What is your return/exchange policy?+more info
    • Hip Doggie always guarantees your satisfaction. If you are not 100% satisfied with your purchase, simply return it to us in its original unused condition within 7 days of receipt for a merchandise exchange, credit or refund. In the case of a return, you may receive a refund or credit for the purchase; however, the refund or credit will not include the shipping and handling costs. All returns or exchanges must be pre-authorized and must include an RA number or code. Please email us at hipdoggie@yahoo.com or call 818-505-8646 to confirm the return or exchange in advance. All returns and exchanges may be subject to a re-stockng fee and return shipping cost unless stated otherwise. These additional fees will be confirmed upon notification of the return or exchange. Always contact us before shipping any return or exchange for proper notification. All returns or exchanges must be include tracking or proof of delivery.

      Customer is responsible for all outbound and return shipping costs. Exceptions will be made for defective items only. In the event the return is made due to defective merchandise, or a wrong item has been shipped, Hip Doggie Inc, will reimburse the customer for the cost of shipping the merchandise back OR Hip Doggie will email customer a pre-paid return shipping label on a case by case basis. In order to receive a reimbursement for the shipping fees back to Hip Doggie, customers MUST ship the merchandise back either standard mail, First Class or GROUND. If any other methods are used (Next Day, 2nd Day, 3 day, etc) shipping costs will not be reimbursed even in the event of damaged or miss shipped merchandise.

      *Please Note, for international orders Hip Doggie Inc. does not reimburse for Duties/Tariffs paid.

      • All returns must be initiated within 7 days of receiving the product and must be received within 21 calendar days from receiving date to receive a refund or exchange.
      • Returns received beyond 21 calendar days from receiving can be refused or will receive an online store credit or exchange only.
      • All returns after 30 calendar days from invoice date will be donated to charity.
      • All returns MUST be in new and unused condition in original packaging with tags attached or incur 20% restock fee.
      • Invoice # and Billing Name must be included with Return.

      If you no longer have a copy of your invoice and wish to obtain one, please request one by emailing returns@hipdoggie.com, or calling our Customer Service department at 1-818-505-8646

      When exchanging one item for another, the value of the returned item will be applied as a credit towards the new item you are requesting. If the price of the new item is higher, we will charge your credit card for the difference. If the price of the new item is lower, we will credit the balance on your credit card (provided your return was received within 30 calendar days from date of invoice). If your return was received beyond 21 calendar days from receiving, we will refund the difference in the form of an online store credit. Please Note: Returns from separate orders can not be combined for credit towards a single exchange item. If you would like to return items from several orders in exchange for new items(s), please return the items to us and place a new online order for the item(s) you want to buy.

      • Include a copy of your invoice and billing name in your package.
      • Seal your package well and send it to the return address listed below. We recommend you insure your package and/or send it via carrier with tracking. We are not responsible for lost packages and returns not received.

      Return Merchandise to:Hip Doggie Inc.
      14632 Sutton Street
      Sherman Oaks, CA 91403
      Attn: Returns Dept

      • You will be notified by email when your package has been received and your credit or exchange has been processed.
      • Please note that your exchange item may be out of stock by the time your return is received. We suggest you list several style numbers and note in the comments section which is your 1st, 2nd, and 3rd choice. OR, specify that you would like to receive an Online Store Credit.
      • If your exchange is out of stock or on back order, a refund or online store credit will be issued.

      Please note: We are not responsible for any damage that is caused by your dog to any of the merchandise. We cannot honor refunds or exchanges for any merchandise that has been used, or is not in its original new condition. There will be a 20% restocking fee if the returned item is not tagged and in its original packaging.

      Only items that have been purchased directly from Hip Doggie Inc and/or www.HipDoggie.com can be returned using the instructions above.

      Items purchased in stores or other websites cannot be returned to Hip Doggie and must be returned to the store from which the item(s) were purchased. Store returns must follow that store's return policy.

  • 7. I want to purchase an item that I see online, but you don't have my size/color. Will it be coming back in stock?+more info
    • We like to keep our inventory fresh and full of the season's newest styles. Therefore, some items are restocked and some are not restocked. We will always try to keep up to date information in the product details. If you would like to know whether a specific item will be restocked, please contact our order department by email at: orders@hipdoggie.com

  • 8. I just ordered something, but now it's on sale. Do you honor price adjustments?+more info
    • Yes, we do issue price adjustments for items that go on sale within 7 calendar days of invoice date. Please have your invoice # ready and contact our Customer Service Department at 1-818-505-8646 to see if you are eligible for a price adjustment. Your inquiry must be made within the 7 day window; inquiries made after 7 days will be denied. Price adjustments will not be issued if the item was already marked "SALE" when you purchased it, or if you received a discount on that item by using a promotion code during checkout. Only one price adjustment per item is allowed. We will not issue a second price adjustment on the same item.

      PLEASE NOTE:
      We do not match prices offered by retail stores or other retail websites, We only match prices offered on www.HipDoggie.com
      Special Promotions are not eligible for price adjustments.

  • 9. Is your site secure? Why do I not see the security lock symbol?+more info
    • Yes,

      Hip Doggie Inc. guarantees that every transaction you make at www.HipDoggie.com will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping on this website.

      We will never use nor sell your information to any 3rd parties.

  • 10. I received my order, but one item was missing or was the wrong item.+more info
    • Upon shipment of your order, we will send an Out of Stock Notification via email if one or more items on your order are out of stock. If you did not receive an Out of Stock Notification and your shipment does not contain all of the items you ordered, please contact Customer Service at 1-818-505-8646 or for faster service email orders@hipdoggie.com . An investigation will be conducted to track the package and check for delivery or packaging problems.

      DO NOT throw away your box; the shipping company may need to see it for the investigation.

  • 11.Check Your Order Status+more info
    • Please check your order status and track your order using your tracking number and these direct links to the courier.

  • 12 – Do you wholesale?+more info
  • 13. Do you private label?+more info
    • We are very proficient at private label custom design and branding. Please send inquiries to: info@hipdoggie.com

      For further Questions or information about any website relates issues please call customer service at 1-818-505-8646 or for faster service email: orders@hipdoggie.com