FAQ

FREQUENTLY ASKED QUESTIONS FROM OUR DEAR CUSTOMERS

Do not hesitate to contact us, our sales department is at your disposal!
We will respond to you as soon as possible (a few hours maximum).
Contact@mydoggy-shop.com
Here are the most frequently asked questions:

When will I receive my order?
Orders are generally shipped from our warehouse within 3 business days. It then takes between 10 and 22 business days for your item to arrive at your home. During peak periods, it may take up to 6 days for shipping. Our packages are shipped with La Poste; we do not work with relay points.

My order is not complete
As we have products that come from warehouses and work with different producers, you may receive your products in different packages. So don't worry if you don't receive everything at the same time.
Average delivery times are between 10 and 22 business days. Some packages may take a little longer than this.
However, if you still have not received your package after 35 working days of ordering, we will refund you in full and you can keep the item when you receive it.
Please contact us at Contact@mydoggy-shop.com to report an item not received.

Can I cancel or change my order?
We process the orders you place quickly, usually within 12 hours.
This is why you have 12 hours after your order to send a cancellation or modification email to Contact@mydoggy-shop.com.
After this time, your items will already have been shipped and we will no longer be able to modify your order.

The item I received is broken/defective
Despite our careful selection of trusted carriers, your package may arrive damaged.
In this case or in case of a design defect, please contact us at Contact@mydoggy-shop.com with the following details:
1. Your order number
2. Description of the problem (wrong/defective item, etc.)
3. A photo or video
You will not need to return the product and we will refund the amount of your order directly to you in the form of a voucher (if you would like another form of refund, please let us know).

What payment methods are accepted?
We accept the following payment methods on our website: Visa, American Express, MasterCard, debit cards, PayPal and bank cards.

Is my information secure?
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using SSL security technology and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.