Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Shipping & Delivery
- We can put a man on the moon but we can't invent cling wrap that really works (cling wrap is SOOO NOT eco-friendly by the way!!!) and a shopping cart that allows you to receive your product immediatly after you click purchase online?!!! Well, unfortunetly we can't make that happen but we can try to get it to as soon as possible! This is why the majority of our items ship within 1-2 business days from when you place your order. Some of our items are custom made or shipped directly from the manufacter. In these cases we shall email you and let you know that your item may take nearly 2 weeks for delivery. Please email us at Sales@luckydogorganics.com with any questions.
Most items ship via USPS priority mail. Occassionally we need to ship UPS ground due to size or weight. All orders shipping under the Free Shipping promotion are shipped by ground method or whichever method is less expensive. If you would like an item sooner...please let us know and we will send via expedited delivery method such as 2 day or overnight and adjust your charges accordingly.
In stock items usually ship within one to two business days of the order, and you will be notified of shipment via email. If an item is ordered which is not currently in stock, it may take up to one week to ship. If the item is anticipated to be backordered for longer than one week, we will notify you. The backordered item(s) will be shipped when in stock via our standard ground shipping methods (UPS ground and DHL ground or US Postal Service). All orders shipped to PO Box or military addresses will be shipped via US Postal Service; however, you will need to contact us for shipping quotes to PO Box or military addresses as the normal rates do not necessarily reflect the cost for deliveries to these types of addresses.
If you choose an expedited delivery option (Overnight or 2nd Day Air), your in stock order will ship the same business day (or next business day if a holiday or week end) if the order is placed prior to 10 am eastern standard time. If an item on the expedited order is backordered, we will notify you and ship what is available immediately, and any backordered items will be shipped when in stock via our standard ground shipping methods.
You will receive a shipment confirmation via email when your order has shipped; tracking information will be included on all shipments so that you have the ability to prepare for your delivery date, if needed.
Please note that we do ship to Alaska and Hawaii; however, to place a shipment to those locations, please contact us to discuss the best shipment options available.
Free Shipping Promotional Pricing
Advertised Free Shipping does not include oversized or heavy items such as some beds, pet food, and items of this nature. Free shipping also only applies to purchases with "Ship To" addresses that can accept any USPS shipments or UPS ground delivery within the continental US and lighter product shipments to Alaska and Hawaii.
For shipments of West Paw Design dog beds to Alaska, Hawaii, PO and APO addresses, a fee of $10 will be assessed per bed.
These assessments are necessary as the shipping options are limited to the US Postal Service and, as such, other competitively priced ground shipping options are not available.
Standard Shipping Options
We ship US domestic orders using either UPS Ground orUS Postal Service (generally priority mail). This option is designated as the Standard Delivery option. We compare the carriers' rates and choose which way to ship based on the size of your order. This will ensure that we can continue to give you the best possible shipping rate on all of your orders. All orders should be delivered to you between 3-6 business days from the time of shipment.
All orders shipped to PO Box or military addresses will be shipped via US Postal Service; however, you will need to contact us for shipping quotes to PO Box or military addresses as the rates stated do not necessarily reflect the cost for deliveries to these types of addresses.
Shipping Materials
We recycle the shipping materials that we receive; therefore, you may receive your order with styrofoam peanuts or other less-than-eco-friendly packaging materials. We figure that reusing less than desirable packaging materials is better than stuffing a landfill with them. We would appreciate you also continuing this cycle of re-use should you receive your order with such materials enclosed.
Multiple Box Charge
Once in a while, an order may require multiple boxes or an oversized box. Should this apply to your purchase, before processing your order, we will contact you with the additional shipping charge required for proper shipment so that you may make any adjustments desired. This situation generally happens when orders involve a significant volume of bulky or heavy items.
Dog Bed Shipping
Most of our fine selection of dog beds are shipped separately from other products, due mainly to their size.
Local Boston Food Delivery
Beginning July 1st, 2009 we will be offering home delivery of a selection of natural, organic and holistically minded premium foods. These deliveries will occur on Tuesdays or Thursdays of each week. Orders must be placed and paid for by the Friday of the week preceding the delivery date. The charge for delivery is $5 within Boston proper (Back Bay, South End, Cambridge, Jamaica Plain, Downtown Crossing, Chinatown, Beacon Hill, Leather District, South Boston, East Boston, Roxbury, Mission Hill, etc) and $10 for the outlying suburbs such as West Roxbury, Arlington, Belmont, Salem, Lynn, Revere, Medford, Somerville, Braintree, Quincy, Weymouth, etc) $1 from each bag sold is used towards the purchase of a bag for a needy pup or cat in our No Hungry Paws program. - Privacy & Security
- Bella is standing guard here at Lucky Dog Organics. We believe strongly in the security of your personal information. We only collect information from you voluntarily and use this data to process orders or to send current newsletters via email or post. Occasionally we may send out special offers or promotions via email, and you can opt to be included or excluded by calling or emailing Customer Service. We respect your right to privacy and will not share or sell your information to a third party.
- Returns & Replacements
- Our Guarantee: We fully guarantee our products against defects in material and workmanship. If you are not completely satisfied with your purchase please contact us for a replacement or refund.
How to Return: We want you to be completely satisfied with your Lucky Dog Organics purchase. If, however, you find it necessary to return or exchange items, you may do so within 30 days of your original purchase. The items must be in original, resalable condition. Send returns to:
Lucky Dog Organics 379 Meridian Street, Suite 101 Boston, Ma 02128
Please include a list of what is being returned, why it is being returned, and whether you would like a refund or exchange. If requesting an exchange please list the item you would like sent instead. You will be responsible for the shipping cost of returning or exchanging unless it is a manufacturing defect.
Damaged or Defective Merchandise:We want to be sure that every item leaving our facility meets your standards for quality merchandise. Please inspect your shipment immediately upon receipt to insure that your item is not defective or or damaged.If you feel that a product you purchased was either defective or damaged, please contact customer service and we will assist you in correcting the problem or returning the merchandise.
Some of our products carry manufacturer guarantees such as the tough, durable Zogoflex products, the Hurley, Huck, and Zisc from West Paw Designs. These do come with a one-time replacement guarantee. Please contact customer service for more information on this guarantee.
On beds and other toys, normal wear and tear or damage incurred by your pet’s play is to be expected, and therefore not covered under our guarantee. We recommend supervised play for all our toys.
Apparel is only subject to return, exchange or refund if unworn and with original tags. Because some dogs have skin allergies we are unable to resell returned apparel.
Supplements are non refundable if opened or appear to be tampered with.
Food items are not subject to return, exchange or refund unless in the case of extreme circumstance such as food recall. Due to the nature of sourcing we feel confident that all of our vendors manufacture products of the highest quality and therefore are of low risk for recall. If you are trying out a new food or treat that you are unsure if your dog or cat would like please do not hesitate to email info@luckydogorganics.com and inquire about samples. Many times we are able to oblige this request. Some foods such as canned are more difficult to fulfill such a request. We recommend ordering the smallest quantity until it is determined that your pet likes the food or treat. - Ordering
- When ordering via the website, should you encounter questions or difficulty, please email your order to sales@luckydogorganics.com or call our friendly Customer Service Team at 800-763-4069. Should you reach our mailbox please leave a message. We will generally return calls within that or the next business day.
Order Status/Confirmation: For information on a pending order please contact us either by phone or email, and we will be happy to assist you.
Canceling an Order:We ship most orders within 48- 36 hours because we know all your pups and kitties are eager beavers for the fun that is contained in one of our deliveries! Because of this, orders cannot be canceled on the website. Please contact customer service and we will do our best to change or cancel orders that have not already shipped.
You will be responsible for shipping charges on a canceled order once it has been shipped.
Sales Tax: We are located in Massachusetts, and due to current internet sales tax laws we are happy to ship tax free to states other than the commonwealth of Massachusetts. For Massachusetts residents we are required to charge the 5% sales tax. Please be aware that in the future we may be required to collect tax for all orders. - Payment, Pricing & Promotions
- We try to keep our prices fair, taking into consideration both our costs and your costs. We source some of our products from small US artisans and pay them a fair wage for their product so while some of our products may seem a bit more expensive than what you can find in the big box stores.... it's because a girl in North Carolina handmade those toys one at a time and each one is unique! Please keep in mind that because of their one of a kind status there may be times that a line may be discontinued, fabrics may change or it may not look just like the one on the website. We will do our best to always represent exactly what you will receive and should the artisan make a change in a line...we will call you to discuss prior to sending out your order.
We like sales... you like sales.... heck my mom LOVES sales. Sometimes you will find one here and sometimes we will send you insider information should you sign up for our newsletter! Other times we may list sales on our blog or offer private discount codes at events we participate in. Keep your eyes open and get your hounds nose to the ground for the smell of a good sale! - Viewing Orders
- In order to view orders you must have signed up for an account. The system does not keep guest orders cached. Yay privacy!
- Updating Account Information
- Just log in to your account and give it a whirl. It's easy! If you can't update your info then please give us a call or drop us an email at sales@luckydogorganics.com and we will hold your paw through the process!
