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Top Dog Supplies FAQ
Q. Can I call in my order? All credit card transactions are securely placed on the internet via Authorize.net gateway, the only other option would be to join PayPal and purchase through their secure service on my website. There is no phone or address on the site as I am not always available by phone and I don't want people trying to return or exchange orders to me as returns are shipped to the vendor. 100% of orders are placed on line and I answer email inquiries promptly. If you are in a supper hurry, best to go to a different website. Credit card fraud does exist in all forms of purchases such as at a store, over the phone and on the internet. Fortunately, most credit card customers are not responsible for fraud charges over $50 if a card or its number is stolen. Also, a customer can call their credit card company and report a fraudulent charge or a stop payment for bad service. Since 1996 when Marcia opened her first dog suppies website, there has not been one customer's identity stolen or fraudulent use of their credit card. My virtual stores have been just too small plus, I don't maintain your cc info. Top Dog Supplies has been approved as an authentic and secure company through Global Sign and through its gateway, Authorize,net. Q. Can I get a Shipping and Handling (S&H) quote in advance of purchasing? • Make sure to put method of shipping ie: airmail, ground, 2nd, 3rd day or overnight, and date by which you need delivery. . • You will receive a reply email and S&H quote. Your S&H quote will be emailed within 24 hrs. for your advanced approval and payment. • S&H Quot is for people who need a rush order or who need delivery outside the continental US. No payment is made. • If you are in a big hurry and you DO NOT need a S&H quote in advance, put "SHIP AND BILL" in the comment box and pay for your order. Your order will be shipped ASAP (frequently within 24 hrs.)and actual cost plus $3 handling will be charged. • Regular S&H for all orders placed within the continental US is $5.95 for orders under $59 and FREE for orders over $59. Regular shipping is sent via ground service or USPS with delivery within 5-8 days. Orders are normally shipped same or next day.
No air shipments for large items such as crates, grooming tables or dog beds. Cost is usually higher than the item being shipped. Q. Can you rush orders overnight or 2nd day air? Q. Can you send me a print catalog? Q. Do you acccept International Orders? Q. Do you charge sales tax? Q. How can I assure that I get the right size collar/harness for my dog? Basically, you want to obtain your dog's snug neck or chest measurement behind the front legs. Then, depending upon the style you choose, you will be asked to add 2, 3 or 4 inches or to add 5-10% in the case of a harness to the actually measurement of the dogs chest. If you are unable to measure your dog, measure the collar that your dog is wearing now - measure only the actual material that fits around the neck, not the buckle or overall length of the collar. ***HINT: If you don't have a seamstress's cloth tape measure, please don't use a metal carpenter's tape measure. This will not give an accurate measurement. You can use a ruler by measuring your dog's current collar from the buckle to the hole used now, or, for a snap collar, from snap to snap. Please calculate a snug measurement, so Marcia can estimate the correct corresponding size. Or you can use a ribbon or string to determine the length around the neck where the collar would sit, and then measure the string with a ruler. If you have to guess the size, just let Marcia know and she'll wait to process your order until you can take the exact measurements. You would be surprised just how many people guess the wrong size and have to return, UGH! Q. How do I use the shopping cart? Shop around the site, adding items to your cart by clicking on the "Add to Cart" button on the bottom of each product description page. Click on back, home or continue shopping to return to shopping menu areas or to order more than one color/pattern of the same product. 2. Preview Your Order From your cart page click the next button anytime to see an Order Summary. 3. Proceed to Check-out When you're finished shopping and ready to check out, use the checkout button from the Order Summary page. PLEASE NOTE: Read the instructions and messages at the top of every cart page. They will tell you what to do next. Click any of the buttons or links to move around the Shopping Cart. Do not use your browser back/forward buttons to move through the cart. Here's what the Functions do: *Help This give you step by step instructions.. *Continue Shopping *Recalc/Recalculate This will update any changes in quantities you make to the items in your shopping cart. Enter a zero or blank to remove an item from your cart. Enter a different quantity to change the quantity ordered for a particular item. Then click the recalculate button to record changes. Important: If you make any changes in quantities you must run the recalculate before you proceed with next and checkout. * Delete Cart This will remove all items from your shopping cart. * Next This will show an Order Summary for the items currently in your shopping cart. You may be prompted to enter information needed to calculate shipping, tax, etc. Then you will be able to view exact charges for your ordered items. This is just a preview and summary, no billing occurs until you complete the payment information and a final invoice is displayed. * Edit arrow, edit button This enables you to edit your shipping address or other information for your Order Summary. * Checkout This will take you to the checkout area where you will be prompted to enter payment information. When your billing information is entered, then click on the place order button for final processing. Nothing is billed until you've entered all needed payment information. * Place Order After you enter all needed payment information, then click on this button to submit your payment for final processing. If you are missing needed information you'll get further instructions. Follow the messages and prompts, and re-submit until you have all needed information complete. When your payment information is correct and approved, a final invoice will be displayed. You should print the final invoice for your records. Note: This is the final processing request, and your payment will be processed. Q. How fast will you ship my order? Q. What is your return and exchange policy? If you decide to return your purchase, just email Marcia at info@topdogsupplies.com for Return Authorization Instructions within 14 days of receipt of your order. My vendors accept returns of products in new condition. Some manufacturers do not accept returns or exchanges (unless defective).* Some manufacturers charge a restocking fee which would have to be passed on to you. See these exceptions below: * Manufacturers that do not allow returns or exchanges unless the product is defective. These manufacturers offer very high quality products and do not want to handle exchanges or returns. All items not returnable are marked on its specific description page. They are:
Q. What is your shipping charge?
Top Dog Supplies uses 12-15 distributors and manufacturers though out the US. Frequently orders are filled by 2-3 vendors. You receive the same S&H fee above (within continental US) even if your order comes from several vendors.
Q. Why don't the items I choose "add to cart" or stay in the cart? You may receive a "Page Not Found error" when you click "Checkout" or "Place Order". Simply click the Back Button on your Browser and Click Button Again. If you are placing items into your cart, but they are not staying in your cart, then your browser may be rejecting cookies. To find out if your browser is rejecting cookies, place an item in your cart from anywhere on the site, and then click on the update quantity button. If your browser does not have cookies enabled, then you will be redirected to a page with an error message. Lowering the security settings may also help. AOL users may need to turn on cookies as some browser versions are set to off by default. High personal firewall privacy settings may also effect cart operation but in most cases not. Norton / Symantec Personal Firewall users may have HTTP Referers turned off. Norton Internet Security when set to not report HTTP Referers is a so called "privacy" issue for a user. For the website owner it's a "security" issue if they don't report the referer, almost a catch-22. Just turn referers on by: Advanced Options / Privace Tab / Referer Setting Cookies/Javascript Browser Option: You may need to clear your cache, cookies or history.
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