FAQS

HOW DO I CHECK THE STATUS OF MY ORDER?

A: Upon placing your order, please allow our fulfillment warehouse up to 24 hours to have your order processed. The packaged goods will be shipped as soon as possible! As soon as the order is shipped, you will receive a shipment confirmation email and tracking number. If you're curious as to where your shipment is at any time, you can visit our website and check out our Order Tracking page for real-time updates on your shipment. If you haven't received your tracking number or don't see an update on the order status page after 2 business days, please contact us immediately and we will investigate the matter further!

 WHICH FORMS OF PAYMENT CAN I USE?

We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS / JCB / Diner's Club International), by debit card (VISA, Carte Bleue, Carte Bancaire).

HOW SECURE IS THE ORDERBUCKS SITE? IS MY DATA PROTECTED?

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

CAN I PAY CASH UPON DELIVERY?

Unfortunately our operations are only limited to credit/debit card transactions. This is to ensure our customers get their consumer protection and for proper business practice.

I JUST PLACED AN ORDER, WHEN WILL IT SHIP?

Please allow 1-2 business days of processing and production time for your order to ship out. 

HOW LONG IS THE SHIPPING TIME?

U.S orders will be shipped via USPS & FedEx and International Orders will be shipped depending on the fulfillment center the product is from.

Average transit times to the United States: 5 - 20 Business days

Average transit times to International: 17 - 45 Business days

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

CAN I CANCEL MY ORDER?

You are able to cancel your order with no penalty! You must cancel your order 24 hours after creating it for the cancellation to be applied. If the item has already shipped, please email info@dogismyhero.com. All you need to do is send us an email with the subject line "CANCEL".

I HAVE ENTERED AN INCORRECT ADDRESS!

If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at info@dogismyhero.com. If the address is wrong, we can correct this within 24 hours.

MY ITEM ARRIVED DAMAGED 

We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please contact us with:

    - Your order number.

    - A picture of the damaged product.

Once received, we'll be happy to send out another free of charge.

I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?

If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours.