FAQ
Can I exchange merchandise?
Is your pet carrier FAA or Airline Approved?
We ship to all US states including Alaska and Hawaii. Standard shipping can take up to 5 to 7 business days. International shipping rates and shipping timelines are calculated upon checkout dependent on address. (Please note that due to COVID-19, shipments may be delayed. Thank you for your patience and understanding! )
For domestic shipping only - We ship flat rate shipping $8.95 for all orders under $100. Any order $100 or more ships for free! International shipping - Rates and shipping timelines are calculated upon checkout dependent on address.
Standard shipping takes anywhere from 5 to 7 business days to ship. Shipments destined for Alaska and Hawaii may experience longer ship times. We offer express shipping as well. Please see details upon checkout. International shipping timelines are calculated upon checkout dependent on address. For “made-to-order” items, please allow an additional 14-28 business days for us to craft your item(s).
Holiday Shipping - Purchase by date for US ground shipping is December 11th. Please check available services for your ship-to address upon checkout for expedited courier services. Please note there are delayed shipping lead times due to the busy 2020 holiday season and the ongoing COVID-19 impacts. To ensure timely shipping, please purchase early.
Overnight or Expedited Delivery Disclaimer
Please note that to ensure your order is delivered overnight, all orders must be placed before 1:00 pm EST. Orders placed after this time may not be processed until the following business day, resulting in delayed delivery.
Additionally, expedited shipping to the West Coast is dependent on the courier and may vary.
Please be aware that orders placed on Fridays may experience delays if the delivery address does not accept weekend deliveries. To avoid such delays, we recommend verifying with the recipient that weekend deliveries are accepted.
We appreciate your understanding and cooperation.
We want you to be happy with your Gone to the Dogs purchase and stand by the quality of our product. Each product is handmade and, as a result, colors and measurements may vary slightly. However, we understand that sometimes things don’t work out and are happy to accept returns within 14 days of purchase with the following terms:
- All Returned Goods must be in it's original condition; unworn, unwashed with all tags attached.
- Discounted items may be returned for exchange or store credit only.
- Final Sale & Custom-made items are considered final and cannot be returned or exchanged.
- Returns made in-store must be accompanied by receipt or order number.
To start the return process send an email to info@gonetothedogs.co with a brief explanation of your return/exchange. Please include the order number and merchandise style number your the email. Ship the package with merchandise securely sealed to the address below. Please write the order number on the outside of the package.
Returns address:
Gone to the Dogs
Order #: XXXX
103 7th Avenue
Brooklyn, New York 11215
Returns must be sent prepaid, via a trackable carrier. Gone to the Dogs is not responsible for return shipping costs, international duties and taxes, shipping loss, or damage of returned goods. Please allow up to three weeks for us to receive your return and process your request. Refunds will be issued in the original form of payment for the cost of the product plus taxes. Shipping charges are not refundable. If the item was a gift, we will issue store credit for the return. Please note gift cards cannot be returned and are non-transferable.
Warranty:
We’re very proud of our locally made walk collection. If your collar, leash or harness breaks or becomes damaged due to a defect, we are happy to replace it or offer a store credit. If your piece becomes damaged through normal wear & tear use, we are unable to take this item back.
We reserve the right to reject any returns/exchanges that do not comply with the conditions stated above. For any questions or concerns regarding the return/exchange process, please email us at info@gonetothedogs.co.
While we don't offer direct exchanges, you can return any new, unused item for a refund and place an order for the new item that you would like instead. Please follow the steps listed under returns and then log back onto our website to purchase items under a new transaction.
Is your pet carrier FAA or Airline approved?
FAA Approved Pet Carriers
The FAA does not set specific rules for pet carriers. Instead, each airline sets its own requirements for pet travel in the cabin. If your airline requires an FAA-approved pet carrier, it must comply with carry-on baggage regulations, fit under the seat in front of you, and count as a carry-on or personal item. According to 14 CFR part 121, section 121.589:
- The pet container must fit under the seat without blocking access to the aisle.
- The container must be stowed before the airplane leaves the gate.
- The container must remain stowed while the airplane is moving, taking off, and landing.
- Passengers must follow flight attendant instructions regarding the container.
For more details, visit the FAA website.
Airline Approved Pet Carriers
Airlines have specific rules for in-cabin pet carriers, which must be leak-proof, ventilated on at least two sides, and meet carry-on size dimensions. Some airlines also require the pet to stand and turn around inside the carrier. Contact your airline before travel to confirm their pet carrier requirements, health certificate needs, and any other policies or restrictions.
Can't find what you're looking for? Trying to reach us?
Contact us! Email us at info@gonetothedogs.co