Policies

BigBreedDog.com takes great pride in offering outstanding customer service. If you have any questions about any of our policies, please call us toll free at (888) 478-6551 or email us at questions@bigbreeddog.com. We are open from 9:00 – 6:00 PST Monday - Friday.

Money Back Guarantee
We stand behind our products with a money back guarantee!

Shipping & Handling
All orders ship in 24-48 hours. Click here for more information.  

Payment Methods
We gladly accept the following payment methods:

• Credit cards:  We accept VISA, MasterCard, American Express and Discover.  Credit card orders are accepted online or by phone.  Please be assured that all credit card transactions are encrypted to prevent your credit card number from being stolen.
• Checks:  Checks will be held until they clear the bank (approx. 10 working days) before an order will be shipped. There is a $20 fee for returned checks.
• Money Order or Cashier’s Check:  We will ship your order the same day we receive your Money Order/Cashier’s Check.

Returns, Exchanges, or Cancellations
Please see our return policy for more information.

Hours
We are open from 9:00 - 6:00 PST Monday - Friday. During this time, we will respond to all voice mails and emails in one hour or less. Due to high call volume, you may be prompted to leave a voice mail, so please be sure to leave a message, and we'll call you back right away.

Privacy and Security
All credit transactions are 100% secure, and we ensure your complete privacy. Please read our security policy for complete details.

International Orders
We ship international orders. Please email questions@bigbreeddog.com for more information.

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Money Back Guarantee

We do offer FREE Exchanges! There is NO Restocking fee when you exchange your product for one of equal value. 

We want you to be totally satisfied with your purchase from BigBreedDog.com, which is why we offer a money back guarantee on all of our products. If you are dissatisfied with your purchase for any reason, simply contact us within 30 days of the date of purchase. If we cannot resolve the problem, we will gladly give you instructions on how to proceed with a return. Please see our return policy for details about returning merchandise.

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Return Policy

We want you to try anything on our web-site risk-free.  We try to be very thorough in our product descriptions, so that you know all there is to know about the product you’re ordering. 

It’s important to us that you like the product you ordered.  When you do receive a product from us, you have 30 days from the date you receive the item to decide if . . .   

• it is what you expected
• it fits your needs
• it is what you want 

If, upon viewing any item, you're not delighted with any merchandise you buy from us, please contact our returns department for a RMA number: returns@bigbreeddog.com.  Include your Name, Order ID and Billing address.  Please see below for more specific details on our return policy and exceptions.  

PLEASE NOTE: Merchandise must be in new, unused and in the original manufacturer’s packaging for a refund.

• The initial outbound and return shipping charges are NOT refundable.  If your order was initially shipped with free or discounted shipping, then our outbound shipping and handling costs will be deducted from the refund.
• Returns must include all components of the original manufacturer’s package.
• Include your original invoice so we can properly and quickly refund your money.
• Once you emailed us, please wait for us to respond with an RMA NUMBER and shipping address to ship your product back to.  You should receive your Return Authorization Number via email within 24-48 hours.
• Please put the RMA NUMBER in the following two places: 1.) on your invoice to include in with the package, and 2.) on the lower left hand corner of the box you are sending the product back in.
• Re-pack your return (in the original carton and/or packaging) and send it to the address we provide you, along with your RMA NUMBER. 

Important: We cannot assume responsibility for items that are lost in the mail when being returned. Therefore, for your protection, we suggest you ship your package prepaid and insured. FedEx and UPS include tracking and insurance. The US Postal Service does not include tracking or insurance, so we advise that you purchase it at a nominal fee.  Damaged shipments must be reported to the carrier within five days of receipt.

Please allow 14-21 days, for your return to be inspected and for Accounting to refund your money.

* * * Return Policy Exceptions * * *

The customer is responsible for return shipping. All products are subject to a 20% restocking fee PLUS the cost of outgoing shipping and handling, even if the initial outgoing shipping was "free." A full refund of the purchase price will be provided should you be unhappy with your product.

Due to the variations in monitors, colors of the products may vary from the pictures shown. If you have any questions, please don't hesitate to email us at returns@bigbreeddog.com.

Items displaying excessive wear are not eligible for a refund. Wire that has been removed from the spool and/or placed in the ground or installed and flags that are rusted or have been used are examples of items displaying excessive wear. These items can not be salvaged and resold.

NON-RETURNABLE ITEMS: Sales are FINAL on the following items. They cannot be returned unless there is a defect in workmanship, in which case we will replace with an identical product.

• Personalized items: We will work directly with you to obtain the perfect picture.
• Dog Apparel: We had to institute this policy some time ago to protect the health of our customer’s dogs. Fleas and mange are just two of the problems that can be transferred from one dog to another through used clothing, and there are many others.
• Any Custom beds: Once we place the order, we cannot stop the production.

We do offer FREE Exchanges! There is NO Restocking fee when you exchange your product for one of equal value, so long as we are notified of the exchange request within the 30 day window we have for returns.

E-mail us at returns@bigbreeddog.com or call 1-888-478-6551 if you have questions or if we may be of assistance.

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Privacy & Security Policy

BigBreedDog.com respects your privacy! We will never provide or sell personal information to third parties. It is our policy that your personal information, such as your name, address, email, and telephone number is private and confidential. This information will be used only to make sure that your order gets delivered to you in the timeliest manner possible. 

Secure Ordering
All of our online transactions through our website are handled with industry-standard SSL encryption.  What does this mean to you? This means that when you enter your credit card number into our secure order form and you press the purchase button, your information goes through a highly secure encryption process, which prevents any person on the Internet from seeing your information. Within just a few seconds, it reaches our credit card authorization server, is decrypted, and is quickly authorized without any human intervention.  As surprising as it may seem, this process is considerably safer than turning your credit card over to a waiter in a restaurant.  If you still feel uncomfortable about entering your credit card information online, we would be more than happy to process your order over the phone. Simply call us at 1-888-478-6551 and one of our sales associates can help you out right away.

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Shipping & Handling

We strive to process all in stock items within 1-2 business days from the time your order is received. All orders are shipped via UPS, FedEx, or USPS and actual delivery time will vary according to your zone.  Any item that is "out of stock" will be backordered and will be shipped immediately upon its arrival.  And remember…Our products are 100% Guaranteed or your money back! To view our Guarantee Policy, please click here.

STANDARD SHIPPING RATES

Order Total From	Order Total To	Total Shipping
$  0.00	$ 24.99	$ 6.95
$ 25.00	$ 49.99	$ 8.95
$ 50.00	$ 74.99	$12.95
$ 75.00	$ 99.99	$15.95
$100.00	$124.99	$23.95
$125.00	$149.99	$25.95
$150.00	$174.99	$28.95
$175.00	$199.99	$31.95
$200.00	$224.99	$33.95
$225.00	$249.99	$36.95
$250.00	$274.99	$39.95
$275.00	$299.99	$45.95

For Orders over $300.00 or for Expedited services, please call 1.888.478.6551 for rates. 

Occasionally, circumstances beyond our control will require additional shipping time. Holiday seasons, large orders, custom items, special orders and out of stock items may take longer. Some items may be temporarily out of stock for as long as 2 to 6 weeks due to color, style, size or other unforeseen circumstance. We will contact you if items are backordered and customers will be notified if item ordered has been discontinued or is no longer available.

If you are requesting a rush order and require delivery before times indicated, please e-mail for current shipping times for particular products and locations.

INCOMPLETE OR WRONG SHIPPING ADDRESSES - If an order is returned because of an incomplete address, incorrect address, is undeliverable or refused, the customer will be required to pay the actual shipping cost to re-send the item. If you want to verify that the shipping address is correct, click here to use the US Post Office Zip Code verifier. Enter your address and if it verifies, the address will work fine.

If your shipping address is entered incorrectly, UPS and FedEx charges a correction fee of $5.00 for ground and $10.00 for express packages. This fee will be billed to your credit card to cover the cost.  

ALASKA, HAWAII, APO, FPO AND US TERRITORIES
Please call for shipping quote.

If you have questions about the cost to ship to these locations please contact Customer service:
Phone:1.888.478.6551or 1.916.458.6333 between 9:00 AM and 6:00 PM PST  
Email: support@bigbreeddog.com

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