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STORE HELP & FAQ’s

   Welcome to our 24/7 Help section. We want to make your shopping experience as pleasant and easy as possible. You can find general policies outlined here and answers to FAQs. If you don’t find the information you need please contact us and we’ll do our best to help you.

Contact Us   

email

woof@doggonegood.com

Phone

408-297-1599

Toll Free

800-660-2665

Office Hours (PST)
Mon-Thurs  9:00 – 3:00
Friday        9:00 – 2:00
Mailing Address
6429 Pelham Ct.
San Jose, CA 95123

About Doggone Good!
How to Shop
Finding an Item
Shipping
Backorders
Payment Options
Gift Orders & Messages
Gift Certificates
Returns & Exchanges
Warranty
Site Security
Privacy Policy
Creating an Account
Technical Problems

International Sales
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Wholesale Information
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Donation Requests

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About Doggone Good!
Since 1995 we have been selling top quality dog supplies, items you won’t find in the mass-produced stores. We made our mark in the dog world as the inventor of the Cabana Crate, the original soft-sided crate. We design and manufacture innovative dog training, play, travel and gift products.

Our site offers products by other companies in addition to the items we manufacture.  All products  have to meet our exacting standards for quality and design.  Whenever possible we offer Made in the USA.

Just like quality materials and workmanship, the treats we offer are chosen for pure ingredients, low allergen (no corn, soy, wheat or fillers) , and whenever possible are organic.  They are usually not found in larger pet stores.  You can find less costly and less healthy treats that dogs like; we aspire to bring you wholesome edibles your dog will love that enhance their health and longevity.

We are proud of the fine selection we offer.  It is backed by efficient operations and caring service. We grow mainly through satisfied repeat customers and word of mouth. We’ve been around a long time because we do our job well. Our mission is to offer you an enjoyable experience and the chance to purchase unique and cool things.

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How To Shop
We have worked to make your shopping experience simple and intuitive so you can find what you are looking for and some things you didn’t even know you wanted until now!
 
Navigating our site 
Our index is complete so you don’t have to guess where we put something. For example, a coffee mug would be found under Home & Garden, since it is generally used in the kitchen at home.  We cross-categorize so you might also find a mug under Gift Ideas, as well as Stationary & Office, another place it might be used.
 
A Site Map lists the items in each category for further help, and our Search feature lets you search by keyword. When you click a category on the main index, it remains highlighted as a place marker. You will be given a grid overview of all the products and subcategories available, and each time you click a “breadcrumb” at the top of the page shows you your place in navigation (category -> subcategory -> product).

Selecting an item for purchase
Use the order bar for the product you want to set the quantity and select specific size and color choices if applicable. Then click the Buy It bone and the item automatically adds to your shopping cart. At any time you can click View Shopping Cart to see what you have purchased. You can change quantities and delete items, then recalculate to see your current updated order.

Completing your order 
When you have found every cool thing your heart desires, View Shopping Cart will take you to your order and you can Proceed to Checkout to enter billing and shipping information, payment method, information on gift orders, certificates or special comments. You can create an account with your own Login and Password for future ease of shopping or continue as a Guest. Once you choose your shipping method you will get a finalized order total and can print this out for your records (you will receive a sales receipt with your package).

Confirming your order
You will receive a confirming email within minutes; this is proof your order was completed and transmitted to us. If you do not receive a confirmation you should check with us to be sure we received your order.

Join our Preferred Customer List
You can join our email Preferred Customer List for notifications of sales, specials and new items (you are not automatically added to the list, you have to check the box to request the service).

Receiving your order
Orders generally ship within 24-48 hours (excluding weekends and holidays). If there are any delays or questions on your problem, you will be contacted promptly.

For answers to all your shipping questions please see the Shipping section.

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Finding an Item

What if I can’t find an item on the site?
We have a Site Map to show you each category and the items in the category, as well as a Search feature that can use keywords, breeds, book titles and more to help you find a specific item. 

What if I can’t order the item I see?
If an item is out of stock the store will not allow you to order it you will see an "Out of Stock" graphic where the order box would be.  To be informed when the item is back in stock please click the "Restock Notification" to get an email when restocked.   We leave items that will be coming back into stock in view so you know what we carry, and if it is on order there will be a message with the expected due date.  Not all out of stock items are restocked within a few days or weeks.  You can also use the Wishlist and add the item for a future purchase.  

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Shipping

Delivery Times

Where do you ship?
We ship to the United States and Canada only.  International customers can have their package shipped to a U.S. address (we can ship to hotels as well).

How is shipping calculated?
We charge the actual price of shipping (based on the total weight of your order).  We do not charge handling.

The difference in a 1 to 2 pound package can be almost double - this is a function of the mail and UPS rates, not us (we hate it too).  Both UPS and US Priority Mail round up to the next pound so a 1.1 package will calculate as 2 pounds.  It is most cost effective to purchase several items in an order if possible, as it costs the same to ship a pen and it does a small bag of treats! The more items you ship the more reasonable the cost of shipping in most cases.  If you can place an order for a friend or two with yours, you will get a much better rate for your package.

The shopping cart will calculate charges for the shipping methods available and give you the choice of method you prefer. In some cases only one shipping method is available and that will be the only choice given.

How quickly will my order ship?
Orders ship Monday through Friday (excluding holidays). Orders for in-stock merchandise ship within 24-48 hours* (unless noted on the product).  We will contact you promptly if there is a question or problem; please note if we have a problem and are not able to contact you by phone or email, it will delay shipping.

*May be longer during peak times and sales

Please note we cannot be held liable if server problems delay our receiving your order.

  • Items that ship direct from manufacturer will be stated on the site. These products will arrive within 2-3 weeks, and expedited shipping is not available. If your order includes both in-stock and drop ship items you will receive separate packages
  • If there is a delay with any portion of your order you will be notified promptly by email.

When we ship by UPS you will receive an email notification. Orders that ship via UPS will include the expected date of delivery. US Mail does not have a delivery guarantee but should be received within 3 business days of ship date.

What method will my order ship?   You can choose either UPS or US Mail for most orders. Certain items do not allow a choice and the cart will only give you one available method.

Items direct from the manufacturer ship via their method of choice, generally UPS.

What are the pros and cons of the shipping methods?  For packages over 2 pounds UPS is usually more economical (unless you are in the western US).  A major benefit of UPS is that it provides a guaranteed delivery date on ground packages (except during Thanksgiving/Christmas) and a tracking number so you can trace your package as it moves in transit.

How quickly will my order reach me?  US Mail packages shipped to a US address normally arrive within 3 business days of shipment.  We are in California and UPS to the east takes one week (from the day we ship).  See the map below for standard delivery times for UPS Ground to your state.   UPS is normally more economical for heavier packages.

U.S. Ground Map
Business days in transit from: SAN JOSE, CA. 95125

US Time in Transit Map

UPS guarantees the day of delivery for every ground package you ship to any address within the 48 contiguous states, except for any ground package originating in Alaska or Hawaii. In addition, the guarantee applies to shipments from Puerto Rico to the 48 contiguous states (see Terms and Conditions for details). Service Map colors may vary due to differences in hardware and software. For the scheduled days in transit for ground packages shipped within the 48 contiguous states, please use the Time-in-Transit calculator.
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Packages ship out of California (northern).

What are my expedited shipping options?

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Backorders
Many of our items come in various sizes/colors/flavors for your benefit but occasionally we run out of an item (or it is not available from the manufacturer).  We do not take backorders for items that are not in stock. 

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Payment Options
Payment in full must be received before an order can be shipped. We accept Visa, Mastercard and Discover. We do not accept personal checks or money orders.

If you select Offline to pay by calling in or faxing your credit card number, we will not ship your order until we receive payment.  We will hold merchandise for 24 hours.

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Gift Orders & Messages
During checkout you will be asked if you are sending the order as a gift. If you check yes, you can include a gift message for your recipient, which we will include on a gift receipt.

  • Package shipping to a different address: A gift receipt will indicate your name as the billing customer and show the recipient what items should be included in the package (no costs of items will be shown!)

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Gift Certificates
How to redeem a Gift Certificate
A Doggone Good! Gift Certificate it is easy to redeem.  Place your order and when you checkout the form has a place for you to enter your certificate number (found on the face of the certificate). The amount used will be deducted from your total and prints out on the order form. If your order exceeds the amount of your gift certificate, you must include payment to cover the balance. If you do not use the entire amount available, the additional credit will be held for future redemption on the same certificate number.

Purchasing a Gift Certificate
A gift certificate is always appreciated and allows the recipient to buy exactly what they like… plus its lots of fun. Certificates are not redeemable for cash. The menu will give you different amounts to choose from; if you wish an amount not available online please contact us and we can make one for the exact amount you wish.

  • Gift Certificate only: we charge $1 to cover postage and handling. You can have it sent to you or directly to the recipient. We can include a personal message on the certificate, select ‘Gift” on checkout to key in the message you want to include.
  • Gift Certificate with additional items: you can include Gift Certificates with a general order; it will ship to one address only.

Refunds on items purchased with a gift certificate  The amount covered by a gift certificate is not refundable in cash and will be given in store credit only

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Returns & Exchanges
Please examine all products when you receive them. Claims for defective or damaged merchandise must be made within 5 days of receipt of the package.

You may return unused items for exchange or refund within 30 days of delivery.  Items must be in brand new condition with tags for a full refund.  Items without tags or original packaging may be subject to a restocking fee.

Items returned that are not in brand new condition can be returned to the customer at their expense if they request.

  • Please note any return or exchange must have a Return Authorization Number generated by us before you send a package to us (see below).
  • If you received the wrong item: we are very proud of our record for accuracy but we are still human and occasionally mistakes occur. Please notify us and we will arrange for return shipping of the item you received in error and ship you the correct one at our expense.
  • If your item arrived damaged: contact us within 5 days of receipt of the package. We will arrange for your item to be picked up and send a replacement.
  • Defective items: please contact us for exchange. We will pay the cost of return shipping after the merchandise is received back and deemed defective. Defective merchandise will be replaced or repaired at our discretion and the replacement item will be shipped at our cost.
  • Treats and Chewables: edible items are not returnable as we can only assure safety to our customers when they have been stored and shipped from us.
  • Sale and Closeout Items: these are not returnable unless defective.

We do not refund the cost of outgoing or return shipping unless the item was received in error, defective, or damaged in shipping (claim must be made in 5 days).

How to get a Return Authorization number  
All returns MUST have an RMA number or they may be refused.  Please email  office@doggonegood.com to get an authorization number. Failure to have a RA number on the box may result in the package being refused. The RA number ensures us you purchased the item directly from us and notifies us to expect a return. We can also arrange for the package to be picked up from you (at your expense) if you would like.

How to return an item made by us but purchased through a dealer
If you ordered an item through one of our dealers you are considered their customer. Please arrange for any exchanges or returns through them directly.

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Warranty

Any item made by us is under warranty for manufacturer’s defects for 1 year from date of purchase. This excludes any damage that may result from misuse or due to a dog’s biting, chewing, scratching or otherwise abusing the product.

Items sold by us but made by others are subject to the manufacturer’s warranty. We guarantee the product to be free of defects for 90 days if no other warranties apply.

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International Sales

We ship to Canada only. International customers can have their package shipped to the US for forwarding from the receiver.

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Wholesale Information

We offer our bait bags wholesale to trainers, stores, kennels and other businesses. Please visit our wholesale site for more information and to set up an account request www.doggonegood.com/wholesale

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