Online Shop FAQ

Shipping Update - A Message to Our Customers

Jan 7, 2020

Our shipping carriers have been drastically impacted by the ongoing pandemic and standard holiday season, and we hear your disappointment with any and all shipping delays. We understand the biggest delays are occurring with USPS, and for that reason, we have decided to ship exclusively with UPS until further notice. Packages sent via UPS have more timely and reliable tracking information at this time, and despite its higher cost, we feel this is the right decision at this time. 

We would like to remind those placing time-sensitive orders of our option to pick up your order in-person at a variety of locations in the Baltimore area. If you are placing an order from outside of the Baltimore area, please understand that once a package leaves our facility, it is fully at will of the shipping carrier.

The sentiment of many communications regarding late orders have saddened us - and please know we share your frustration. The overwhelming response had us consider temporarily closing our online shop, but we still need your support.

 

To our customers still waiting on packages that were shipped out in December via USPS, we are incredibly saddened that you did not receive your package before Christmas. If we had known this would be the case, we would not have shipped with this carrier. We have opened over 28 claims with USPS in hopes of expediting the process from here forward.

We sincerely appreciate your patience with us as we face issues that we've never faced before. 

Lyndsay

Owner and Founder of Dogs of Charm City

What is your Return Policy?


While we are 99% sure you’ll love your order, we understand that you may need to make a return. • If you'd like to return an item, please email us at hello@dogsofcharmcity.net • We accept in-person returns at Dogtopia of Canton and Loyal Company McHenry Row. You must notify us via email prior to returning the item in order for us to process your refund. • If you'd prefer to ship the item to us, return packages must postmarked within the 10 days following delivery. Buyer is responsible for return shipping costs. See shipping address below. • Returns must be made within 10 days of delivery (either in person or postmarked). • Returns must be unworn, unwashed and in in new condition. • Gift cards cannot be returned or refunded. • The full amount (minus shipping if applicable) will be refunded to the customer within 4-7 days of us receiving the return. You can send returns to: Dogs of Charm City 714 S Wolfe St #38782 Balitmore, MD 21231




What is your Exchange Policy?


• If you'd like to exchange an item for a different size or a different style, please email us at hello@dogsofcharmcity.net and let us know what product you'd like instead. We can not guarantee availabiliy. • Exchanges must be initiated within 30 days of receiving the item. • We offer in-person exchanges at Dogtopia of Canton and Loyal Company McHenry Row. You must notify us via email prior to exchanging the item in order for us to set up an exchange date and time. • If you'd prefer to ship the item to us, return packages must postmarked within the 10 days following delivery. Buyer is responsible for return shipping cost and new delivery cost. See shipping address below. • Exchanges must be made within 10 days of delivery (either in person or postmarked). • Exchanges must be unworn, unwashed and in in new condition. You can send returns to: Dogs of Charm City 714 S Wolfe St #38782 Balitmore, MD 21231




When will my order ship?


Please allow 1-4 business days for us to process and ship your order. UPS shipping time is 2-5 business days. If you intend to purchase an item as a gift, email us at hello@dogsofcharmcity.net prior to placing your order to ensure that we can meet the date that you need the item by. You can also include special notes at checkout such as "I need this by X" or "This is a birthday gift and I would like it to arrive on X date"

Due to COVID-19, you may experience delays in production, shipping and handling. We apologize for any delay you may experience and realize it's not ideal. Thank you in advance for your patience and understanding.




Where is my tracking number?


Once your order has been shipped, you will be emailed a shipping confirmation including the tracking number for your order. If you can't find the email, it may have gone to your junk folder. Feel free to reach out to us at hello@dogsofcharmcity.net if you need help locating your tracking number.




There is an issue with my order


Mistakes happen. If there is an issue with your order, we want to make it right. Reach out to us immediately at hello@dogsofcharmcity.net if you received the wrong item or there is another issue with your order.




I need a item now...like TODAY


Don't worry, we may be able to accomodate a day-of order if the item is in-stock and you are local to Baltimore City. Please reach out to us by texting or calling (410) 881-8466, emailing us at hello@dogsofcharmcity.net, or starting a message in the chat box to ask if we can accomodate. There is no rush fee for day-of orders at this time.




I selected in-store pickup. When can I pick up my order?


Free In-store pick-up orders almost always arrive faster than items that are shipped. Still, please allow 2-4 business days for us to process your order and get it to your pickup location. You will receive an email notification when your order is ready for pickup. Our current pickup locations are Dogtopia of Canton and Loyal Companion McHenry Row.




Is Shipping Free?


Shipping is FREE when you spend $75+ say heyyyy. Shipping for orders less than $75 is $5.99 to $6.99 depending on order size and location. This price is higher than normal because we have chosen to ship exclusively with UPS until furthur notice.





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Mailing Address:

Dogs of Charm City

714 S Wolfe St. #38782

Baltimore, MD 21231 

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