FAQs

Which currency are the prices I see on the site?
You may select your native currency from the currency options in our menu at the top of the page. You will then be able to view prices on our site in the selected currency. Please note that all payments are processed in USD at checkout. Don't worry! this doesn't mean that you will be paying more, it is just a conversion. 

I just placed an order, when will it ship?
We try our best to ship items as fast as we can. Please allow 1-3 production time for your order to ship out, this can take slightly longer for personalised items which require engraving. Average shipping times are 9-10 business days.
Tracking numbers will be updated 1-3 days after your order has been shipped. If you don't have a tracking number after 7 business please email us at sales@poochbase.com

Why does your tracking system says my tracking number is not available yet?
Please note that once you receive your tracking number in your shipping confirmation email, it can take up to 24 hours for the tracking number to appear on the carrier's system. 

I am not in love with my order, can it be returned? What if there is an issue?
We offer a 100 % money back guarantee if the product is defective or damaged. We give you 30 days after you've received your order to send it back to us for a full refund. If the product is not defective or damaged, we ask you to ship it back to us at your own expense. With defective or damaged orders, there is no need to return the item - we will issue a refund nonetheless. Once we have received the product we will refund the full amount of your original purchase. Please Include your name and order number on the returned parcels.
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund. 

Can I cancel my order?
You are able to cancel your order with no penalty. You must cancel your order before it ships. If the item is already sent please contact us regarding a refund.

I have entered an incorrect address, what do I do now?
If you have misspelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double check if the address given is wrong kindly notify us via email at sales@poochbase.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

How long does shipping take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 9-10 business days. Please refer to our Shipping Policy page for more information. 

I have a question that wasn't answered, can you please help?
Absolutely! We are here to help you! Please send an email to sales@poochbase.com and we will be happy to assist you in any way we can. Alternatively, you can use the contact form on our Contact Us page. 
We do receive a large number of emails, If you wish to get a prompt response please include your order number and address the problem clearly, thanks.