Q: How long will it take to receive my order?
A: Delivery times vary depending on the shipping method and your location. Typically, orders are delivered within 7 business days. 

Q: Can I track the status of my delivery?
A: Yes, once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor the progress of your delivery online.

Q: What should I do if my order is taking longer than expected to arrive?
A: If your order exceeds the estimated delivery time, please contact our customer support team at sales@doggoflask.ph. They will investigate the issue and provide you with an update on the status of your delivery.

Q: What is your return policy?
A: We have a 30-day return policy. If you are not satisfied with your purchase, you can return the item(s) within 30 days of receiving them for a refund or exchange. Please note that certain conditions may apply, so we recommend reviewing our return and refund policy page for detailed instructions.

Q: How long does it take to process a refund?
A: Once we receive the returned item(s), we aim to process the refund within 7 business days. However, it may take additional time for the refund to reflect in your account, depending on your payment provider.

Q: Do I need to pay for return shipping?
A: Return shipping costs may vary. If the return is due to a defect or error on our part, we will cover the return shipping costs. However, if the return is due to a change of mind or a non-defective item, the customer is responsible for the return shipping fees.

Q: How can I contact your customer support team?
A: You can reach our customer support team by email during our business hours, which are 9am-6pm. Alternatively, you can submit a contact form on our website, and we will get back to you as soon as possible.

Q: What information should I provide when contacting customer support about an issue?
A: To help us assist you efficiently, please provide your order number, a detailed description of the issue, and any relevant photographs or documents. This will enable us to understand and resolve your concern promptly.

Q: What should I do if I receive a damaged or incorrect item?
A: If you receive a damaged or incorrect item, please contact our customer support team immediately. We will guide you through the return process and arrange for a replacement or refund, depending on your preference.

Q: What payment methods do you accept?
A: We accept various payment methods, including credit/debit cards (Visa and Mastercard), e-wallets (Gcash and Maya), and direct online banking (BPI and UBP). You can choose your preferred payment option during the checkout process.

Q: Is it safe to enter my payment information on your website?
A: Yes, we take the security of your payment information seriously. Our website partnered with Paymonggo, as our payment gateway provider, who uses encryption and secure payment gateways to protect your data during transmission. We do not store your payment details on our servers after the transaction is completed.

Q: Can I use multiple payment methods for a single order?
A: Currently, we only support using one payment method per order. You can select your preferred payment option during the checkout process and complete the transaction using that method.

Q: Why was my payment declined?
A: Declined payments can occur for various reasons, including insufficient funds, incorrect card details, expired card, or issues with the payment processor. We recommend double-checking your payment details and contacting your bank or card issuer for further assistance.

Q: I was charged multiple times for the same order. What should I do?
A: If you notice multiple charges for the same order, please contact our customer support team immediately with the relevant order details. We will investigate the issue and work towards refunding any duplicate charges.

Q: Can I change the payment method after placing an order?
A: Once an order is placed, the payment method cannot be changed. If you encounter any issues with your payment method or need to update it, please contact our customer support team as soon as possible.

Q: How will I know if my payment was successful?
A: Upon successful payment, you will receive an order confirmation email that includes the details of your purchase. This email serves as confirmation that your payment was successful.

Q: I made a payment, but I did not receive an order confirmation. What should I do?
A: If you did not receive an order confirmation email after making a payment, please check your spam or junk folder. If you still cannot locate the confirmation email, please contact our customer support team, and they will assist you in verifying the status of your order.