F&Q
We’ve compiled answers to the most common questions our customers ask. If you don’t find what you’re looking for, please contact us at info@dogudse.com and we’ll be happy to help.
Order & Payment
Q: How do I place an order on dogudse.com?
A: Placing an order is easy! Simply browse our products, add your desired items to the cart, click “Checkout,” and follow the prompts to enter your shipping information and payment details. Once your order is confirmed, you’ll receive an email with your order number and details.
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Apple Pay. All payments are processed securely, and we never store your payment information on our servers.
Q: Can I change or cancel my order after it’s been placed?
A: We process orders quickly to ensure fast delivery, so we can only change or cancel orders within 12 hours of placement. Please contact us immediately at info@dogudse.com with your order number if you need to make changes or cancel.
Q: Why was my order declined?
A: Order declines typically occur due to one of the following reasons: insufficient funds, incorrect payment details (e.g., expired card, wrong CVV), or your bank’s fraud protection blocking the transaction. Please double-check your payment information or contact your bank for further assistance.
Shipping & Delivery
Q: Where do you ship to?
A: We currently ship to all addresses within the United States (including Alaska and Hawaii). We do not offer international shipping at this time.
Q: How long does shipping take?
A: Processing time is 1-2 business days (Monday-Friday, excluding holidays). Standard shipping takes 3-5 business days, and expedited shipping (2-3 business days) is available at checkout for an additional fee.
Q: How can I track my order?
A: Once your order ships, we’ll send you an email with a tracking number and link. You can also track your order by visiting the “Order Tracking” page on our website and entering your order number and email address.
Q: Do you offer free shipping?
A: Yes! We offer free standard shipping on all orders over $50 within the United States. Orders under $50 will be charged a flat shipping fee of $5.99.
Q: What if my order is lost or damaged during shipping?
A: If your order is lost or damaged in transit, please contact us at info@dogudse.com within 7 days of the expected delivery date. Provide your order number and photos of any damage (if applicable), and we’ll assist you with a replacement or refund.
Returns & Refunds
Q: What is your return policy?
A: You can request a refund or exchange within 30 days of delivery, provided the product is in its original, unused condition with all packaging and tags intact. Final sale items, custom products, and consumables with broken seals are not eligible for returns.
Q: How do I request a refund?
A: To request a refund, email our support team at info@dogudse.com with your order number, reason for the refund, and any supporting evidence (e.g., photos of defective items). We’ll review your request within 3 business days and provide further instructions.
Q: How long does it take to process a refund?
A: Once we receive and inspect your returned item (if required), we’ll process your refund within 5-7 business days. Refunds are issued to the original payment method, and it may take 3-5 additional business days for the funds to appear in your account (depending on your bank).
Q: Do I have to pay for return shipping?
A: No, we provide a prepaid return label for eligible refunds (e.g., defective items, wrong product shipped). You just need to package the item securely and ship it back to us within 7 business days of receiving the label.
Account & Support
Q: How do I create an account?
A: Click “My Account” in the top right corner of our website and select “Create Account.” Enter your email address, create a password, and fill in your basic information. You’ll receive a confirmation email to verify your account.
Q: I forgot my account password. What should I do?
A: Click “My Account” and select “Forgot Password.” Enter the email address associated with your account, and we’ll send you a link to reset your password.
Q: How can I update my account information?
A: Log in to your account, go to “Account Settings,” and you can update your name, email address, shipping addresses, and payment methods at any time.
Q: How long does it take to receive a response to my support inquiry?
A: Our support team aims to respond to all inquiries within 48 business hours (Monday-Friday). For urgent matters, please include “URGENT” in the subject line of your email to info@dogudse.com.
Product Information
Q: Are your products authentic?
A: Yes! All products sold on dogudse.com are 100% authentic and sourced from authorized suppliers. We stand behind the quality of our products and offer refunds for any counterfeit items (verified by our team).
Q: Do you restock out-of-stock items?
A: We try to restock popular items as quickly as possible. You can sign up for email notifications on the product page to be alerted when an out-of-stock item is back in stock.
Q: Can I get more information about a product (e.g., size, materials)?
A: Detailed product information (size, materials, care instructions) is available on each product page. If you need additional details, please contact us at info@dogudse.com with the product name or SKU.
Still have questions? Contact us at info@dogudse.com – we’re here to help!
Company Name: MULTIBUILD TRADING CO., LIMITED
Registration Address: UNIT 2, 27/F., WU CHUNG HOUSE, 213 QUEEN'S RD EAST, WAN CHAI HONG KONG
