CUSTOMER SERVICE
Our customer service support hours are 9 A.M. to 5 P.M. (PST), Monday through Friday. Calling (866) 438-1534 will put you in touch with a customer service specialist who can assist you with product or order inquiries.
During normal business hours, if we are experiencing a large number of incoming calls, you may reach our voicemail. Should this happen, please slowly and clearly, leave your name, phone number, and order number (if applicable) and we will get back to you within a few short minutes. Your call is important to us and we will call you right back!
You can also e-mail us 24/7 by going to the Contact Us page or directly at support@RuffAroundTheHedges.com. You will receive an automated confirmation that we received your email, followed by a personalized email in less than 24 hours regarding your inquiry.
ORDER PROCESSING
Most orders will be processed within our company on the same day, when your order is placed by 3 P.M. (PST), Monday through Friday. We make every attempt to have orders originating from our location ready to ship within 24 business hours after receipt of your order.
Many of our items ship directly to you from the manufacturer or distributor. Because of this, the supplier may take up to 72 hours to process and ship your order from their facility.
Expedited orders will typically be ready to ship on the next business day after the order is placed. Expedited shipping is not available on all items.
Personalized dog bowls and placemats, and special order collars and leashes require additional processing time. Please see the specific product page for more information. Personalized items are charged to your account immediately upon ordering and are not returnable unless due to an error by Ruff Around The Hedges.
We do our best to keep track of the products we have available. You will be notified as soon as possible whether any of the items you purchased are out of stock. We will process all other available items on your order as soon as possible. Out of stock items will be shipped as they become available, unless you notify us to delete the item from your order at support@RuffAroundTheHeges.com. If an item is out of stock, you will not be charged for the item until it has shipped.
Tracking Your Order:
After submitting your order, you will receive a confirmation email detailing your order. As items are shipped, we will send you an email detailing the shipping information and tracking numbers when available.
CA SALES TAX
Ruff Around The Hedges is required to collect state and local sales tax on orders billed to California addresses. The sales tax rate is 9.5% on the cart total, not including shipping.
CREDIT CARD PURCHASES
Purchases and Refunds to your credit card will be identified as Ruff Around The Hedges on your billing statement.
Attention Debit Card Users
Please be aware that an attempted purchase with a bank debit card, even if the purchase is declined, may result in a temporary deduction by your bank from the account associated with the debit card. Your bank should credit back your account within several days of the attempted transaction. The timeframe of the charge being reversed is determined by the bank or institution issuing the debit card. Customers with duplicate charges on their debit card must contact their bank or institution with questions about the status of these charges. Ruff Around The Hedges is not responsible for duplicate charges to any account associated with a debit card. In order to avoid duplicate charges please only click on process order once.
PAYMENT BY CHECK, CASHIER'S CHECK, OR MONEY ORDER
We gladly accept payment by check, cashier's check, or money order. Just load up your cart and print it out, making sure your shipping address is included in the print out. Send your order and payment to: Ruff Around The Hedges, P.O. Box 27530, San Francisco, CA 94127. We will email you when your check is received and again when it has cleared and your order is processed. Orders will be processed after the check has cleared; please allow up to 10 business days for this to occur.
RETURNS / EXCHANGES
Your satisfaction is important to us. Should you wish to make a return or exchange, please contact us for a Return Authorization Number at support@RuffAroundTheHedges.com. Please include the reason for your return and whether you prefer a refund or an even exchange. All return requests must be submitted via email within 30 days of your original purchase.
Please do not return merchandise to us until you have received an email from us with a Return Authorization Number and instructions.
Due to health concerns, the following items are not returnable:
- KissAble Toothpaste and Toothbrushes
- Flea and tick products
- FURminator products
- Shampoo, Conditioners, and other Spa products
- Dog Treats
In addition, personalized or custom orders are not returnable unless the result of a Ruff Around The Hedges error. Open and used items which show wear are not returnable.
All merchandise must be returned with all original packaging, labels, and tags in original condition. Credit/Exchange for items received without original packaging, labels, and tags will be allowed at the discretion of Ruff Around The Hedges.
Shipping and handling for exchanged items will automatically be charged to the credit card used for the original purchase unless otherwise indicated by the customer.
If Your Merchandise is Damaged, Defective, or the Wrong Item Was Shipped:
We apologize if the merchandise you received is damaged, defective, or not the item you ordered. Please save the carton and all the packing materials and notify us immediately so we can instruct you of the proper handling of the merchandise.
If you do not wish to have the item replaced and prefer a credit to your account, we will refund merchandise and delivery/return shipping charges to your original form of payment. Please allow 3-5 business days from our receipt of the merchandise, for your return to be processed. You will receive an email confirmation. Please allow up to 10 business days for your account balance to reflect the refund; this timeframe varies by your bank or institution.
All Other Returns:
If you are not happy with your product and would like to return it for any reason except a result of our error (damaged, defective, wrong item sent, etc.), we will be happy to refund your payment, minus shipping cost. In addition, return and exchanges of dog beds, strollers, and RoamEO GPS Systems shall also incur a 15% restocking fee.
Packages that are non-deliverable and returned to us will incur a 15% processing fee. If the package needs to be re-shipped, the 15% processing fee will be charged in addition to the cost of re-shipping the package.
We do not accept COD on return packages and you are required to pay return shipping charges. For your protection, we encourage you to send your return via carriers who offer package tracking and proof of delivery – be sure to retain your tracking receipt for future reference. Ruff Around the Hedges is not responsible for lost shipments. We cannot process a return if it has not been received by us and you are unable to provide proof of delivery to our location.
Please allow 3-5 business days from our receipt of the merchandise, for a refund to be processed to you. You will receive an email confirmation. Please allow up to 10 business days for your account balance to reflect the refund; this timeframe varies by your bank or institution.
