Frequently Asked Questions

We insist on 100% safe and secure ordering, so you stay protected.You can read more on our Secure Payments page.

We use the Secure Sockets Layer (SSL) protocol to protect your information. We partner with the most stringent PCI-certified providers to safeguard your sensitive payment data with AES-256 encryption.

Read more about Your Delivery for details. We hope to make it easier for our products to reach more people.

If you are unable to place an order for any reason, please Contact Us to set up a separate payment.

Give us a bark!

We're unable to make changes to your order once you've placed it, due to automated systems that help us run our store. This includes your delivery and billing addresses, your shipping method, changing items or sizes, or adding items to your order.

There's a 15 minute window after ordering to contact us to attempt to cancel the order, but we can't guarantee that it will be stopped in time. After it's placed, you'll have to follow our returns process.

Orders received by high noon Pacific Standard Time (PST) are typically processed and handled within one to three days, Monday through Friday, with a few exceptions based on product demand and location.

You can find out more about Your Delivery and follow your package with Tracking Dog.

Please check your tracking number in your order confirmation email for the most up-to-date information.

International packages typically arrive within two weeks once shipped, but many arrive faster depending on product and location. For example, USPS service for popular items from the US warehouse can arrive 3-5 days after processing. You can look for average delivery times in 2021 in the FAQ answer below. Please check your tracking information for the latest update.

If you have not received your order within a week after your expected delivery date, please send us your name, order, and tracking number and we will investigate for you.

We rub our crystal ball each evening and ask our dog friends to predict the future, but we've yet to get more than a knowing woof.

Shipping has been a challenge for retailers everywhere in recent times. For greater clarity, we can give you some 2021 figures by country and days on average:

USA: 3-12
UK: 7-12
EU: 7-14
Australia: 8-14
New Zealand: 8-14
Canada: 15-20*

*Domestic Canadian post offices continue to have particularly large backlogs due to increased volumes and reduced staffing.

Depending on where your items are warehoused, your order may arrive in a single delivery or in multiple deliveries, just as with any major store or marketplace. You will receive a tracking number for each shipment, even if you have placed only one bundled order. This way you can monitor your order and while receiving your items as soon as possible.

We send orders to places where we have warehousing and shipping partners who can reach you easily.

Along with deliveries in the USA and EU, we also ship to Australia, Canada, New Zealand, as well as some non-EU European countries, such as the United Kingdom, Switzerland, and Norway.

Unfortunately, we cannot currently ship to Afghanistan, Cambodia, Cuba, Iran, Myanmar, North Korea, Venezuela, Pakistan, Lebanon, Syria, Yemen, and Russia. We hope that will change in the near future.

Sales tax is a consumption tax, assessed by a country's authorities on purchases. Also called VAT or GST in some places, it may be charged by a country's authorities for some online items. Where we are registered for sales tax, we collect it as required, at our expense and on behalf of your local tax authorities, and simply send it to them on a fixed schedule. We don't keep any sales tax money for ourselves.

Most goods are not allowed be shipped freely across borders, including One Dog Town products that you buy. When goods are imported into a country, customs or import fees may be charged by a country's authorities.

Whether or not customs duty is actually owed depends on different reasons. Many countries have a 'value threshold', which means that packages below that amount do not pay customs, and they vary between countries. For instance, most US customers will not pay customs for their orders. If your country's authorities request customs duty, you will be responsible for paying it to them because we're not involved in that process.

Whoops! If you don't pay a customs fee, for whatever reason, and the parcel is returned to us, a shipping and handling fee may be deducted from your refund. If you are not sure about about whether you're subject to a customs fee, we suggest that you contact your local customs office before placing your order.

Please contact us first to ask about returning your item.

If a return has been arranged, it is strongly recommended to use a trackable method for mailing.

Please do not send returns directly to our business office because returns cannot be processed at that location.

A cancellation after ordering will typically require a return, if the item has already been sent.

Please read our Returns and Refunds page for more information.

Usually the fastest way to ensure you get what you want is to return the item you have, and, once the return is accepted, make a separate purchase for the new item.

We cannot accept returns on sale items or gift cards, but we always fix a damaged or incorrect order.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), customized or bespoke products (such as special orders or personalized items), and personal care goods (such as beauty products). It is also not possible to return a used item which cannot be restocked or resold.

Please get in touch if you have questions or concerns about your specific item.

Please inspect your order upon its arrival and contact us immediately if the item is defective, damaged or the wrong item, so that we can evaluate the issue and make it right by an exchange or refund.

Ideally, let us know as soon as the item arrives and send us pictures of the item and the issue.

The sooner the better!

Customers may be asked to dispose of the unneeded item on their own, which incurs no fees.

We're human, we just love dogs and their dog parents. When we make a mistake, we want to make it right. And if you're past the normal return period, but you still have a concern about your item, please give us a chance to help by getting in touch.

Your refund is safe with us.

We will notify you once we have received and inspected your return, and let you know about your refund. If approved, you will be automatically refunded on your original payment method.

You can learn more about our Secure Payments.

Once you receive our notification, please allow at least 14 working days from the receipt of your item to process your return. Refunds can take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

Please check that your address is correct at checkout, as we cannot replace or refund this order if it goes missing.

Give us a bark... we're here!

Please visit our Contact Us page for our email, phone number, and contact form, which you can find anywhere at the bottom of our site.

We aim to reply within a day after you've reached out to us, during our opening hours and depending on the number of customers with questions.

Snail mail can be sent to:

One Dog Town
c/o Aphetor World
Unit 3D, North Point House
North Point Business Park, New Mallow Road
Cork, Ireland, T23 AT2P

This is the slowest method and that location does not accept packages or returns.