Customer Service

Customer Service

We value your business and we want your online shopping experience to be easy and enjoyable. We're happy to answer your questions and can be reached Monday through Friday, 11:00 a.m. - 4 p.m. EST at 413-522-8857. During busy periods it may be necessary to leave a message. Your call will be returned promptly.

Web Site Security

The website is loaded through a secure URL at checkout and customer information, including your credit card information is SSL encrypted.

For payment transmissions we use a the latest industry standard, a payment gateway with Authorize.net - a leading service provider.  The secure SSL connection is also used to transmit payments to the credit card processor.

All of your ordering and personal information is encrypted using secure servers for maximum protection.

Placing Orders

You may place your order via our web site or call with your order. Contact us Monday through Friday, 11:00 a.m. - 4 p.m. EST at 413-296-0363.

During busy periods it may be necessary to leave a message. Your call will be as soon as possible.

Please note changes or cancellations can't be made on weekends since we ae open Monday - Friday.

Payment Options & Privacy

DOGBEDWORKS accepts Visa, Mastercard, American Express and Discover. We're sorry, but we cannot accept checks.

For custom order items your credit card is charged at time of order processing and shipment may be anywhere from 2-3 weeks depending on the item.

Please be assured that your personal information is private and is never shared or sold at any time.

Sales Tax

DOGBEDWORKS  is required to collect sales tax in Massachusetts at 6.25%.

Invoice

Your order confirmation includes your invoice. Please keep this for your records. In the event that you may have misplaced it, please contact us at 413-522-8857 or at info@dogbedworks.com.

Your Account Information

Your DOGBEDWORKS account information can be updated whenever you make a purchase. Account information contains necessary information to speed you through checkout.

Availability & Back Orders

All items are shipped direct from the manufacturer. This provides you with a large product selection that is nearly always in stock. Items may be out of stock periodically at the manufacturer if they are waiting for a fabric delivery. We'il email you promptly if your order is out of stock.

We process orders Monday through Friday, excluding Holidays. All Orders are shipped by the manufacturer via ground service with Fed-Ex/UPS.

Multiple item orders may ship in separate packages. Custom Order items delivery times are quoted on that product's page.

Shipping

Orders ship direct from the manufacturer within 2-3 weeks since they are custom made. Some items such as dog feeders and crates ship faster since they are stock items.

Volume (very large by size or dollar value) orders may incur additional shipping charges. Incorrect or undeliverable addresses and refused shipments resulting in an item being "returned to shipper" will be charged for shipping fees.

Express Shipping

Due to the nature of our factory direct business we are unable to offer express shipping.

International, Alaska, Hawaii, APO/FPO Shipping

We're sorry, but we are unable to ship outside the continental U.S. with the exception of Canada.

Orders to Hawaii and Alaska must be shipped via 2nd Day Air UPS - our shippers do not use the postal service, this would be a very expensive option.

Defective Merchandise

Your satisfaction is very important to us. You'll receive high quality products, in good condition. We fully guarantee all products against defects in materials and craftsmanship. Freight damages or product defects must be reported within 5 days of receipt of your order.

Returns, Cancellations & Exchange Policy 

Orders can't be returned or exchanged. Please be careful with your choices or call us if you have any questions. Contact us for questions or instructions at info@dogbedworks.com. 

If your purchase has a true defect we can help with a return or refund.  Chewing isn't a defect.

Cancellations They're not accepted on orders already placed in production.

Measure carefully & call if you have any questions. Cancellations must be made within 2 hours of placing an order. We work fast!

You may place your order via our web site only. If you need an adjustment to your order please contact us to be certain we receive your message. You can reach us Monday through Friday, 10:00 a.m. - 4 p.m. EST at 413-522-8857.

Note: Changes or cancellations can't be made on weekends since we are open only Monday - Friday.

 Damage by Your Pet

We're sorry, we cannot be responsible for items that have been ruined by destructive dogs or puppies. Our products are very durable, but not indestructible. Choose carefully depending on the age and behavior of your pet. Let us know if you have questions.