FAQ
Shipping
1. How long does shipping usually take?
Orders are processed within 3–5 business days (Monday to Friday). Once dispatched, delivery typically takes 8–14 business days (Monday to Friday).
You will receive a tracking email once your order has shipped.
Please note: Delivery times are estimates and may vary depending on destination and carrier delays.
2. How long before my order is shipped?
All orders are dispatched within 3–5 business days after inspection at our fulfilment centre.
3. What is the cost of shipping?
Shipping is free worldwide.
4. Can I track my shipment?
Yes. Once your order has shipped, you will receive a tracking number by email.
You can track your order anytime via our tracking page.
5. Do you offer international shipping?
Yes, we ship worldwide at no additional cost.
6. Can I change my shipping address after placing an order?
If you need to update your delivery address, please contact us at support@doglush.com within 1 hour of placing your order.
If your order has already been processed or shipped, changes may not be possible.
7. Can I cancel my order before it is shipped?
Orders can be cancelled within 24 hours of placing them.
After this time, orders are sent to our fulfilment centre and can no longer be cancelled.
Please contact support@doglush.com as soon as possible.
8. I haven’t received my order
If your order has not arrived within 21 business days (Monday to Friday), please contact us at support@doglush.com
Delays can occasionally occur due to customs, courier issues, or regional factors. We will assist you until your order is delivered.
Worry-Free Delivery (Shipping Protection)
9. What is Worry-Free Delivery?
Worry-Free Delivery is an optional protection service available at checkout. It provides coverage for lost, damaged, or significantly delayed orders.
10. What does it cover?
If selected, Worry-Free Delivery may cover:
Lost packages (not delivered within expected timeframes)
Items damaged during transit
Delivery delays beyond normal shipping timeframes
11. When is a package considered lost or delayed?
A package may be considered lost if it has not been delivered within 30 days (domestic) or 60 days (international) from dispatch.
A delay may be considered when delivery exceeds the estimated timeframe by a significant margin.
12. How do I make a claim?
If you purchased Worry-Free Delivery, you can submit a claim through the designated resolution centre provided in your order confirmation. Claims are reviewed and processed directly.
13. Is Worry-Free Delivery required?
No, this is completely optional and can be selected or removed at checkout.
Returns & Refunds
14. Is there a return shipping cost?
Customers are responsible for return shipping costs. These costs are non-refundable unless the item is defective, damaged, or incorrect.
15. What if I receive a damaged, defective, or incorrect item?
Please contact us at support@doglush.com as soon as possible and include clear photos of the item.
Once reviewed and approved, we will reimburse reasonable return shipping costs and offer a replacement or refund.
16. How long does it take to process a return and refund?
Once your return is received and inspected, we will notify you within 14 business days.
If approved, refunds are issued within 5–10 business days to your original payment method.
Please note that your bank or payment provider may take additional time to process the refund.
If more than 15 business days have passed since approval, please contact support@doglush.com
Contact Us
📋Contact Us
📩Email: support@doglush.com
📞Phone: +441133508615
Business Hours:
Monday to Friday: 9:00 AM - 5:00 PM (GMT)
Saturday: Closed
Sunday: Closed
✅We aim to respond to all messages within 24 hours.