Shipping Policy

Last updated: May 22, 2026

This Shipping Policy applies to products purchased directly from https://officialmydog.com/ (the “Site”). The Site is operated by MyDog™ (“MyDog™,” “we,” “us,” or “our”).

If you have questions about shipping, contact support@officialmydog.com.

Order Processing

We strive to process in-stock orders within 1 to 3 business days after the order is placed, excluding weekends and holidays. Processing times may be longer during launches, sales, holidays, severe weather, carrier disruptions, inventory delays, or other high-volume periods.

Preorder, backorder, made-to-order, custom, large, freight, or special-handling items may have different processing timelines. If a product page or checkout page states a specific processing or shipping timeline, that timeline applies.

Shipping Rates And Delivery Estimates

Available shipping methods, rates, and estimated delivery dates are shown at checkout when available. Shipping charges are based on factors such as destination, product size, weight, selected shipping method, and carrier availability.

Delivery dates are estimates only and are not guaranteed unless the selected shipping method expressly provides a guaranteed service. Carrier delays, weather, holidays, address issues, and other events outside our control may affect delivery timing.

Where We Ship

We ship to the destinations made available at checkout. If your address or destination is not accepted at checkout, we do not currently ship to that location through the Site.

Some large, heavy, oversized, or freight items may not be eligible for P.O. boxes, APO/FPO/DPO addresses, freight forwarders, hotels, temporary addresses, or certain remote locations. We may contact you for an alternate address or cancel and refund the order if we cannot ship to the address provided.

Order Tracking

When your order ships, we will send tracking information to the email address provided at checkout, when tracking is available. Tracking updates are controlled by the carrier and may take time to appear after the package is picked up or scanned.

Address Accuracy

You are responsible for providing a complete and accurate shipping address at checkout. Contact support@officialmydog.com as soon as possible if you notice an address error.

We cannot guarantee that an address can be changed after an order is submitted. If an order has already been processed, packed, or shipped, you may need to work with the carrier or wait for the package to be delivered or returned to sender.

Large Or Heavy Shipments

Some MyDog™ products may be large, heavy, oversized, or require special handling. These orders may ship separately, require freight service, require signature or appointment delivery, or have additional delivery restrictions.

If a freight shipment is required, inspect the shipment before accepting delivery when possible. Note visible damage with the carrier and contact support@officialmydog.com promptly with photos and your order number.

Lost, Stolen, Or Delayed Packages

If tracking shows a package as delayed, contact the carrier first for the latest status. If tracking shows delivered but you cannot locate the package, check the delivery area, household members, neighbors, property office, mailroom, or carrier pickup location.

Contact support@officialmydog.com if you still need help. We will review the situation, but we are not responsible for theft, misdelivery caused by an incorrect address, carrier delays, or packages marked delivered by the carrier unless required by law.

Damaged, Defective, Incorrect, Or Missing Items

Please inspect your order when it arrives. If an item arrives damaged, defective, incorrect, or missing parts, contact support@officialmydog.com within 7 days of delivery.

Include your order number, a description of the issue, and clear photos of the product, packaging, shipping label, and any damage or missing parts. We may offer a replacement part, replacement product, exchange, return authorization, store credit, or refund depending on the issue and product availability.

Split Shipments

Items in the same order may ship separately. If your order ships in multiple packages, you may receive more than one tracking number and packages may arrive on different days.

Refused Or Undeliverable Packages

If a package is refused, returned to sender, or undeliverable because of an incorrect or incomplete address provided at checkout, we may deduct original shipping, return shipping, carrier fees, and handling costs from any refund, unless prohibited by law.

International Shipping

International shipping is available only if offered at checkout. International customers are responsible for any duties, taxes, customs fees, brokerage fees, import charges, or other government charges unless checkout states otherwise.

Customs processing may delay delivery. We are not responsible for delays caused by customs authorities, local postal services, import restrictions, or destination-country requirements.

Contact Us

MyDog™
38 Sweet Acres Lane
Lexington, VA 24450
Email: support@officialmydog.com