Products:
Q1. Do your dog Clothes come in different weights (e.g. summer and winter weight)?
A1. Yes, we offer dog clothes for your dog to wear from the coldest of weather through to the summer months. We offer items such as cooling jackets for summer, and personal dog flotation vests and dog safety vests.
Q2. Are your products safe for my dog?
A2. Yes, all of our products are safe.
Q3. Why do you specialize in product for dogs only and not for other animals?
A3. We specialize in dog products only because we believe that dogs are extra special and we want to provide specific products and information for and about them.
Q4. What is the quality of your dog coats, sweaters and vests?
A4. We sell only the highest quality dog apparel. It is not mass produced but each item is created with care and pride in a cottage industry situation. Most of our designer dog clothes and all our items of dog couture are hand finished and individually inspected before packing.
Q5. Are your dog clothes checked for blemishes and faults before they leave you?
A5. Yes, they certainly are. They are checked carefully.
Q6. Do you ever add new products to your site?
A6. Yes. As you would not want to buy apparel that is common, we are constantly creating new designs and changing our fabrics so that you and your dog can project your individuality as you step out together.
Privacy
Q7. If I subscribe to your newsletter, will my private information be safe?
A7. We treat your private information with the greatest confidentiality and never sell it on or trade it with other sites. To ensure its security we use the highest grade commercial firewall software on our server to ensure that your private information is safe.
Q.8. If I subscribe to your newsletter and then wish to unsubscribe, how do I do this?
A8. Simply send us an email to help(at)DogsSteppingOut.com.au with the word “unsubscribe” as the subject.
Q9. Will you publish my name in your newsletter if I send you a story, question or photo?
A9. Any information, including photos, will be treated in confidence. Your first name and state will be published in acknowledgement of anything you send us, unless you instruct otherwise. Photos of your dog are acknowledged similarly.
Security & Payments
Q10. What methods of payment do you have?
A10. We accept Visa, Mastercard and Paypal for all orders and for postal orders we also accept personal cheque. However, we do not send out orders until funds from personal cheques are cleared.
Q11. If I pay by credit card over the net, how is the security of my information ensured?
A11. Our site is uses 128 bit encryption over SSL (Secure Socket Layer) to ensure that your credit card details cannot be intercepted between the time they leave your computer and the time they reach our server. Our SSL certificate is provided by VeriSign* the SSL certificate provider for the top 10 US Banks and 93% of Fortune 500 companies. We do not keep your credit card details on file once your funds have been cleared by your credit card provider.
Shipping
Q12. Who do you ship with?
A12. Your good will be shipped to you by Australia Post.
Q13. What method or methods of shipping do you use?
A13. The default shipping method within Australia is by Registered Mail and outside Australia by Airmail. Other shipping methods are available to you at the checkout.
Q14. Can I choose another method?
A14. Yes, at checkout you can choose various priority shipping methods
Q15. How long will my order take to reach me?
A15. Within Australia, your order should reach you in 2 to 6 days. Outside Australia, the default method should get your order to you in 5 to 15 days, depending upon your destination
Q16. What happens if the item I order is out of stock?
A16. We endeavor to keep constant track of inventory and to de-activate any item that is out of stock. However, where this is not possible (e.g. where someone has just ordered the last items in stock) we will notify you and give you the choice of having your item placed on back order or getting an alternative item or a refund.
Returns
Q17. Do you accept returns?
A17.We do accept returns for desigher dog clothes provided you have notified us of your intention within 5 business days of receipt of your order. If the mistake was ours, we exchange or refund in full. If not, we charge a restocking fee of 20% of the value of the product/s but you must bear the cost of returning the goods to us. However, we do not accept returns and we give no refunds on items of dog couture as these have been specially made for the dimensions of your dog.
Q18. What if something I order is damaged when I receive it?
A18. The likelihood of this happening is remote since we examine each item carefully before it is shipped from our premises. If one of our items does arrive damaged, it is your responsibility to examine the packaging carefully to determine if it could have been damaged in transit. If it has been, keep the packaging and take the matter up with the shipping company. If the packaging has not been damaged, apply to us for a refund and return it with the original packaging in good order. If this is the case we will replace your item/s free of cost to you.
Q19. Who is responsible for paying return postage?
A19. You are responsible for paying return postage in the first instance. If it is established that the item was damaged or defective when it was sent out, we will reimburse the cost of return postage. (See question 17 above).
Q20. Do you give refunds?
A20. Yes, provided the item is not an item of doggie couture and provided it is returned to us in the same condition in which it was dispatched we will refund the cost of the item, minus a re-stocking fee of 20%. If the mistake was ours in the first place, we will give a full refund.
Q21. Do you charge a re-stocking fee on returns?
A21. Yes, we charge a 20% re-stocking fee on returns.
Q22. What if I change my mind?
A22. If you make a mistake in ordering, we will exchange the item or offer you a refund. However, you will be responsible for a re-stocking fee of 20% plus shipping costs.
Q23. Do I have to get a returns number before I return an item to you?
A23. Yes, you must first obtain a return authorization before returning any item to us.
Q24. How long do I have to request a return number, refund or exchange?
A24. You must request a returns number within 7 days of your receipt of the item. You can do this by sending an email to returns(at)DogsSteppingOut.com.au .
Ordering & security of my credit card
Q25. What options do you have for placing orders?
A25. You have a number of options. You can:
- order directly from our website via our secure on-line ordering system;
- print the order form from the checkout page and send it to us with your credit card details;
- print the order form from the checkout page and send it to us with your personal cheque; or
- phone your order through and provide your credit card details over the phone.
Q26. If I order over the net, is my credit card information secure?
A26 Yes, your credit card details are totally safe. We use 128 bit encryption over Secure Socket Layer (SSL). This is the most secure form of on-line transaction and ensures that your credit card details remain safe as they are transferred from your computer to our server. DogsSteppingOut is endorsed by VeriSign as further guarantee of your security.
Q27. What is the quickest way to order?
A27. The quickest way to get your order activated is for you to pay online with your credit card over our secure site.
