FAQs
We've categorized our most FAQ's into several categories.
Product Questions
Q: What do I do if my lighted dog collar or leash stopped working?
A: The first thing to check is the batteries. Even though our inventory is all new, many lighted products are accidentally turned on in the shipping process. We test all collars and leashes that leave the warehouse but sometimes, it’s simply the batteries. If you find out it’s the batteries, send us a note and we will gladly ship you new batteries for your lighted dog collar or lighted dog leash. If it is another problem, email keepdogsafe@gmail.com and we will send you the exchange information relative to that collar or leash. Our manufacturers often request the return of the item so they can evaluate it so they can IMMEDIATELY reduce defective items. At KeepDoggieSafe.com, we only sell the TOP QUALITY lighted dog collars and leashes so we firmly stand behind all of the products on our website. We do not sell the other lighted dog collars and leashes because they did not pass our consumer dog panel testing. We have a 30 day Return / Exchange policy. Please test your lighted products as soon as you receive them.
Ordering & Shipping Questions
Q: Do you offer free shipping?
A: Yes! KeepDoggieSafe offers FREE SHIPPING on all orders over $49 to the US (48) and APO addresses. We offer low cost shipping and priority shipping options for orders under $69. To view your shipping options, place your desired items in the shopping cart and continue to the checkout process. Once you enter your address, all available shipping options will appear so you can choose the most affordable or the fastest shipping option.
Q: If I place my order right now, when will my order ship?
A: If it's before 3:00 PM Pacific Time, your order will ship today. If it's after our business hours, your order will ship tomorrow. Most packages ship out the same day.
Certain items are stored at our warehouse in Florida, which can take up to 48 hours to ship. We do our best to let you know that in advance!
Q: Can I expedite the shipping on my order?
A: Absolutely. Our Express Mail is the cheapest way to receive faster shipping. UPS & FEDEX are good options but cost more money .
Q: Do you deliver packages on Saturday or Sunday?
A: UPS and Fedex will deliver on Saturdays but there is an additional charge for this service. Please contact our customer service office at 877-364-4332 for further details. USPS will deliver on Saturdays for no additional charge but have slower transit times. No one delivers on Sundays.
Q: What does Next Business day delivery mean?
A: Next Business day delivery means that the package will be delivered to you on the next business day after we ship the item. If we ship the package on a Friday, the package will be delivered on the following Monday.
Q: Do you ship internationally?
A: Unfortunately due to the high cost of International Shipping we are unable to do so at this time.
Q: Will I have to pay shipping on back-ordered items?
A: Back-ordered items happen sometimes if we screw up or the manufacturer’s inventory is caught up in customs. We update you continually on when the inventory will be back in stock and send it out via priority mail - the second it arrives. If part of your order is out-of-stock, we will ship the available merchandise via the shipping method for which you paid and the back-ordered items out via priority mail when we get them in stock.
Q: I want to have my order shipped to a different address. Can I do this and will this cause a delay?
A: This won't cause a delay but we will call you to prevent fraud. Please include your phone number on the order
Return & Exchange Questions
Q: What is your Return & Exchange policy?
A: We have a 30 day Return / Exchange policy. We try to make it as easy as possible for you to get the items you need with a generous time frame. Please note that all Returns / Exchanges must be received in New, Unworn, Resell-able condition with all tags and packaging. Unfortunately we cannot take back items that do not arrive in this Please refer to our Returns / Exchanges page for further details.
Customer Service Questions
Q: How can I check the status of my order?
Click on the "Check on My Order" link at the bottom of the page. You may also contact our office by phone Monday through Friday, 8am to 6pm PST. We are also available via email at keepdogsafe@gmail.com or you can chat with us on our website.
Q: Do you have a store location?
A: Yes! We offer a Canine Concierge service (by appointment only) in Huntington Beach, California.
Q: Do you have a printed catalog?
A: We don't have a printed catalog. We add products so often that a printed catalog couldn't keep up. And it is very expensive to print. We like to think we are saving a few trees by not creating one.
So if you have a friend or neighbor that doesn't have access to the Internet from home or work please bring them over to your house or have them visit the local library. We don't want anyone to miss keeping their dog safe.
Q: Do you share customer information with anyone?
A: ABSOLUTELY NOT! We are committed to ensuring your privacy as a customer. We do not sell or exchange e-mail addresses or mailing addresses with third parties.
Still Have a Question?
Get in touch with our friendly customer service team in any of the following ways:
- Live Chat with a Pet Safety Expert Now!
- Send Us an Email
- Call us at 877.364.4332 or 714.914.4653
