Shipping policy

 RETURNS & SHIPPING

Shipping Policy

Dogtra ships units and parts to the Continental U.S only.

  • Free Shipping: Items valued $199+ qualify for FREE UPS Ground Shipping to the contiguous U.S. (excludes Hawaii, Alaska, and U.S. territories). Standard shipping rates apply for orders under $199. Note: Oversized items may not qualify and additional charges may apply. 
  • Order Processing: Online orders will ship within 1-2 business days. Exceptions apply depending on product availability. Orders placed during weekends or holidays will be processed the following business day. For more details, see the "Online Orders" section below.
  • Shipping Delays: Dogtra is not responsible for any late shipments, including expedited or guaranteed shipping, that do not deliver on time due to holidays, weekends, or delays from the shipping company.
  • Address Accuracy: Customers are responsible for providing accurate shipping information. Dogtra is not responsible for re-shipments or rerouting fees caused by incorrect, incomplete, undeliverable addresses, or orders refused by the recipient. While Dogtra will help in any way we can to retrieve misdelivered, lost, or stolen orders, we cannot be held liable for them once they have shipped.
  • PO Box Restrictions: UPS does not deliver to P.O. Box addresses. A physical address is required for shipments using UPS.
  • International Shipping: Dogtra does not cover international shipping for units, parts, warranty repairs, or returns. Customers outside the U.S. are responsible for all associated shipping costs, including customs, duties, shipping insurance, and taxes.

 

Note: Dogtra ships United States Postal Service (USPS) or UPS, depending on the value, weight, and size of the items being shipped.

Shipping Claims / Delivered-but-Missing Packages

  1. Notification window: You must notify Dogtra within 7 business days of the carrier’s delivery date to be eligible to start an investigation.
  2. Carrier investigation timeline: Once Dogtra opens a claim, carriers follow a standard investigation process. You should expect up to 20 calendar days from the ship date for the carrier’s delivery window and initial investigation period to elapse before a claim verification is issued. This timeline cannot be expedited.
  3. Verification step: After the carrier’s initial investigation period, you will receive an email requesting completion of a claim verification form (including photos and description). This verification must be completed to continue the claim.
  4. Reshipments: Dogtra cannot reship an order until the carrier’s claim process and verification are complete.
  5. Theft after delivery: If a package is stolen after the carrier has confirmed delivery, this is a theft matter that must be reported to local law enforcement. Dogtra is not responsible for packages after carriers confirm delivery to the address provided at checkout.
  6. Partial credit toward replacement: Once the carrier claim is finalized, Dogtra will issue a partial credit toward a replacement purchase. This credit is applied only to another Dogtra purchase and is not refundable as cash. The partial credit may not cover the full cost of the original order and is the standard resolution for delivered-but-missing packages.

* Important: Once a package is marked Delivered by the carrier, Dogtra is not responsible for missing or stolen packages. You must notify us within 7 business days of delivery to start a carrier claim. Carrier investigations can take up to 20 days. The resolution for delivered-but-missing packages is always a partial credit toward a replacement purchase; cash refunds are not provided.

Online Orders

·       Orders submitted online will be processed the following business day and then shipped out within two business days after processing. Exceptions apply depending on product availability or heavier than usual order received order volume. Orders, submitted on weekends or after business hours, are processed the following business day, and orders submitted during business hours are processed on a quick and timely manner so any changes or cancellations may not be guaranteed after your order has been processed for shipment.

·       You will receive a notification (via email) once you place an order and once your order has been shipped.

*Dogtra does not send out any emails except emails regarding your order.

Order Changes/Cancellations

To cancel or change your order please contact us at (888) 811-9111 or info@dogtra.com. Orders that have already processed and shipped cannot be canceled or changed. Please refer to our Return Policy for additional information.

Phone Orders

Phone orders are processed immediately or shortly after being placed. Due to the quick processing time, changes to phone orders cannot be guaranteed once they have been processed and prepared for shipment.