Customer Care
Click on the links below to learn more about ordering through our online shop.
• Ordering
• Sizing
• Shipping & Returns
• Privacy Policy
Payment Methods:
For your convenience we accept American Express, Discover, MasterCard, and Visa. All transactions are processed via Secure Server using SSL encryption to scramble credit card information.
Sales Tax
Mutts & Co. is required by law to charge appropriate sales tax for purchases that ship to addresses in the state of Ohio.
Placing An Order
Placing an order with Mutts & Co. is easy. Just browse through our extensive selection of quality pet goods and choose the item(s) you'd like to purchase. Add the item(s) to your cart and continue shopping or proceed to checkout.
Changing Or Cancelling An Order
Once you click the "Submit Order" button, the fulfillment process begins. If your order has not yet shipped, we are happy to accommodate any changes. If your order has already entered the shipping process, it cannot be changed or cancelled.
E-Gift Card
Online purchases of eGift Cards will be available soon.
Discount Coupons/Promo Codes
It’s easy to process your order using a Mutts & Co. eGift card. Just enter your eGift card number when prompted at checkout.
eGift cards can be ordered in any amount between $25.00 and $1000.00. They will be delivered via email and there is no shipping charge for sending them. We accept only credit cards and check cards as payment for eGift card orders.
To purchase a Mutts & Co. eGift card:
- Go to our eGift Card page.
- Select your card.
- Complete the message information.
- Click the "Add To Cart" button.
- We'll send you email confirmation once you have placed your order.
By purchasing Mutts & Co. eGift card, you agree to and accept the following conditions:
- Mutts & Co. is not responsible for inaccurate email addresses entered.
- Please ensure that the recipient's email address is active and accurate.
- Mutts & Co. is not responsible for lost or deleted eGift cards.
Discount Coupons/Promo Codes
Before attempting to use a valid discount coupon/promo code, please make sure to read the exclusions and instructions carefully and pay special attention to the offer’s start and end dates. Please note that Discount coupon/promo codes do not apply to sale items or gift cards.
How to use your discount coupon/promo code:
- When you've finished shopping you will see your items on the "Cart" page.
- At the bottom of the "Cart" page enter your coupon/promo code in the box and click "Submit".
- Your total will be recalculated with the amount discounted.
- Verify your code was applied before proceeding to "Checkout".
- Complete Billing/Shipping details and proceed to the Payment Page.
- Submit your order.
Because each vendor has their own sizing standards, we recommend that you measure your pet to ensure that you are able to choose the product size that will give you the most accurate fit.
If your measurements fall between 2 sizes, we suggest that you order the next larger size. If ordering apparel, make sure that your pet will fit into the chest and length measurements. Please note that not all apparel is intended to cover the entire back of your pet.
Collar Sizing: Measure behind your pets neck, leaving room for 2 fingers to fit between your dogs neck and the measuring tape to ensure a comfortable fit.
Harness Sizing: Measure your dogs neck size. Next, measure your dogs girth – approximately ½ inch behind front legs and full circle around the widest area of the rib cage up to the shoulders.
Apparel Sizing: Measure your dogs back by placing one end of a tape measure at the base of the neck running it to the base of the tail. You may also need to measure your dogs girth – the area around the widest section of the rib cage.
Bed Sizing: As a guideline, measure your dog from the tip of their nose to the base of their tail. To ensure your dogs comfort, it is recommended that you add 6-12 inches to that measurement and use that total when deciding what size bed would be most appropriate for your pet.
Shipping Methods and Rates
Mutts & Co. ships via United Parcel Service (UPS), United States Postal Service (USPS) or Fed Ex. The shipping method will be determined by whatever method provides the quickest and most affordable options for your particular order. On the Checkout page you will be offered Shipping Method choices and their prices. No weekend or holiday delivery is available. Oversized and overweight packages may incur additional charges.
Shipping Information
- At this time, we are unable to ship to international addresses, Alaska, Hawaii, P.O addresses or US territories.
- Orders typically ship out 24-48 hours after receipt.
- Many of our items ship direct from the manufacturer and ship via UPS, DHL, FedEx or US Postal. Please contact us if your shipping address cannot receive packages from a certain carrier.
- If you order more than one item and one or more of your items are backordered, your in-stock item(s) will be shipped per our normal processing time. Your backordered item(s) will be shipped separately at no additional charge when they become available.
- Incorrect or undeliverable addresses and refused shipments resulting in an item being "returned to shipper" will be charged for actual shipping fees.
- Undeliverable packages which require reshipment at the customer's request are subject to a reshipment charge equivalent to the original shipping fees. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer. Should we be unable to reach the customer for resolution, a 50% restock charge will be apply and store refund will be issued for the balance.
Shipping Costs For Beds And Oversized Items
Shipping and handling for all beds and other oversized items may require additional shipping charges. We will contact you if there will be any additional shipping fees.
Items Shipped By A Third Party
Occasionally items may be shipped directly from a product manufacturer or by a third party. You may receive separate shipments of your order if this occurs.
Store Returns
If you aren't completely happy with your purchase from Mutts & Co., you can return it to our store within 30 days along with your original receipt and we will refund your purchase. Items returned without an original receipt within 30 days will receive a merchandise credit. Items must be returned in original packaging with attached product tags and in a sellable condition. We cannot accept damaged or soiled items (no fur, smoke or other smells). For the health and safety of both pets and their people, no returns can be made on beds, carriers, mats, blankets and car-seats. Clearance item sales are final. Personalized items, special orders and any item that is noted as a custom order, cannot be cancelled, exchanged or returned. Mutts & Co. reserves the right to refuse any return at our discretion.
Web Returns & Exchanges
If you are dissatisfied with an item that you’ve purchased online, contact us at onlinesupport@muttsandco.com or 1-614-792-6888 and we'll do our best to resolve the issue. If an item arrives damaged or defective, you must contact us within 48 hours of receipt.
Please send returns to:
Mutts & Co. - Returns
7549 Sawmill Rd.
Dublin, OH 43016
When Returning Your Item:
• Include a copy of the packing slip.
• Pack your item carefully and use a reputable shipping company that provides tracking information as we are not responsible for lost or damaged return shipments.
• Keep a copy of your tracking number
• Allow 1 billing period for processing and credit to be applied to your account.
• Shipping and handling charges are non-refundable.
Because our inventory is constantly changing, we recommend that you contact us before requesting an exchange to insure that the item you want is in stock. You may also place a new order online at anytime and send the returned items back to us for a refund.
Toy and Bed Policy
With beds and toys, normal wear and tear or damage incurred by your pet’s play is to be expected, and therefore not covered in our guarantee. We recommend supervised play for all toys.
Mutts & Co. is committed to protecting your privacy when you visit our Web site, participate in our online contests and other activities, and shop in our store. We do not collect personal information about individuals, such as names and mailing or e-mail addresses, unless the individual knowingly provides it. In choosing to provide this information, you agree to be bound by the terms and conditions of Mutts & Co.’s Privacy Policy outlined below.
Mutts & Co. Policy On Information Collection
Online Purchases: When you order from Mutts & Co., we will ask for your name, billing and shipping addresses, telephone number, e-mail address, and credit card information to process your order. Your credit card information will be used only as needed to process your transaction. We will retain your order information only for purposes of tracking your order.
Mutts & Co. Newsletter: Mutts & Co. offers visitors to our Web site the opportunity to subscribe to our online newsletter so that they may obtain news, events and company promotions information. You may subscribe or unsubscribe at any time by following the E-News instructions.
Mutts & Co. E-Gift Cards: Mutts & Co. offers its online visitors the opportunity to send E-Gift cards. Mutts & Co. directly administers its e-cards program, and uses the information provided by users only as needed to process the E-Gift cards.
Mutts & Co. Policy On Disclosure Of Information
Mutts & Co. will not sell, trade, or rent the personal information you provide to us in making an online purchase, participating in an online contest, signing up to receive E-News or by sending an Mutts & Co. E-Gift card.
We may notify you by e-mail about events or activities or related to Mutts & Co. that we believe may be of interest to you, or to alert you about sales or other promotional events at Mutts & Co. If you do not want us to use your e-mail address to contact you for these purposes, you may send an e-mail message containing your name and postal address to info@muttsandco.com.
Security
Mutts & Co. secure server software uses industry-standard Secure Socket Layer (SSL) encryption technology. SSL encodes your personal information, including credit card number, name, and address, as it travels over the Internet so that all transactions are secure.
Revisions to our Privacy Policy: Please note that Mutts & Co. may revise its privacy policy at any time. Such revisions may arise in response to changes in the law, policy, or other factors. We encourage you to periodically visit this page to review our most current policy.
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CUSTOMER CARE
