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FAQ

 


We hope you enjoy our SQUEEZE.DOG collection. We are committed to the best customer shopping experience. We guarantee your satisfaction with all the products we offer and we will do our best to please you. Your opinion, comments and suggestions for improvement are very important to us. Please contact us anytime at [email protected]

Below you can find answers to some frequently asked questions. Product related questions can also be posted on the product information page (in the special information tab). You can also contact us with any question at [email protected]

 

 

Ordering

 

Shipping and handling

 

Returns

 

Privacy and security

 

Contact

 

Order change

 

 

 


 

Ordering

 

How can I place an order?

To purchase a product, select the desired quantity, size and color and put it in your shopping bag by clicking on the "Add to Cart" button. Please follow the instructions provided on the checkout page to complete your purchase. Please note that the final price and complete order details  will show on your order summary page including relevant taxes, discounts and other charges if applicable.

 


How can I pay for my order?


We currently accepts the following payment methods: Credit cards, Paypal, EU bank transfers and Dutch bank transfer by iDeal (executed by Skrill).

  • All major credit cards are accepted through secure third party payment gateways.
  • Checks and Money Orders are, unfortunately, not accepted.

 

Sales Tax

We charge required sales taxes for any order shipping to addresses within the EU only. The shipping tax will be applied automatically depending on the destination you entered in the ‘ship to’ field upon checkout.

 

Promotional Discount Codes

We make use of special discounts and savings on selected styles that can be accessed with a Promotional Discount Code. If you have received a promotional code, please enter it on the checkout page and update your subtotal to reflect the discount.


 

 

Shipping and Handling



When can I expect my order? How much do you charge for shipping?

 

We usually ship in-stock orders within 24 hrs during weekdays. The availability of every product listed on our websites is shown on its product page. All items are shipped in discreet packaging from Amsterdam, Holland. Customized products and clubwear items are often sold with a varying delivery time. Please read the shipping information in the product page.

 

The total shipping and handling charge will be calculated on the checkout page when you place your order. You can also get an estimation for the shipping charge by clicking the shipping quote button in the shopping cart page.


Our products prices do not include any possible local duties or taxes. You are responsible for paying any customs fees, import duties or taxes charged by your local authorities. Please check with your authorities for more information. Dutch customs law requires us to declare an accurate monetary value on all non-EU shipments. The amount declared must be the same as the total invoice. We are also obliged to attached a commercial invoice in some cases.


Please note that we currently ship to Russia, Mexico and to some other destinations only by registered mail. Extra fees may apply. Kindly see the list of countries with a restricted shipping method.


My order has shipped and has not yet arrived. Why?



All in-stock orders are shipped within 48 hours. If your order was shipped using a standard (economy) method, then it should be delivered within the indicated lead time mentioned in your order. Shipping time indication does not include weekends and local public holidays.



The large majority of our international customers receive their order within the indicated period of time! If you do not receive your order in time, please contact us by leaving a message or mailing us. We are responsible forgetting all orders to you. In most cases,  we can find out what happened and inform you about a resolution. Our number one goal is making sure all our customers are 100% satisfied! In the event that an order is lost en route, we must wait for the claim to be processed. This can take up to 6 months.

 


In the unlikely event of delayed orders, some reasons are possible:

  • Your order may have been delayed in the post office due to local public holidays or other circumstances.
  • Your order may have been delayed by customs, due to a routine inspection.
  • We have had a problem fulfilling the order (and have contacted you regarding this matter).
  • A number of other unusual things could have happened (i.e. delays due to weather conditions or strikes).


Please send us an email at [email protected] or message us on Skype (SQUEEZEDOG) and a Customer Service Representative would be pleased to support you.

 


 

 

Returns



SQUEEZE.DOG guarantees that you will be satisfied with your order. Your satisfaction is our major objective. We allow you to consider your order up to 365 days (conditions apply, see below). If, for any  reason you are not fully satisfied, you may return unused products an exchange or refund according to our returns policy. Cash refund can be issued only for items returned within 30 days after shipping day. In all other cases, store credit or exchange will be offered.

Please be sure to include your order reference number or your name and email address. Please indicate if you would like a refund or would prefer an exchange.

Most returns are processed within five business days after we receive the package back. Of course, we will notify you by e-mail once we have received and processed your return.


Can I return or exchange a product I already opened?

If you have already opened or partially used a product, then we can issue an in store credit towards new items in most cases. We refund opened products only when delivered back in a new, unused condition. You can return an opened product as long as it was delivered to you within the last 30 days. You must return the items to us.

To return the items, simply send them in a carefully packed box to:

 


SQUEEZE.DOG

Attn: Returns

Postbus 69524

1060 CN Amsterdam

The Netherlands


To receive a replacement please email us as soon as possible at [email protected] Inform us with your name, order number, the reason you return a product (optional), and please indicate if you prefer an in-store credit or a replacement item. When returning a product to us, we recommend using a tracked (often registered) shipping method so we can follow the delivery of your package. We will try to send the replacement item within 3 working days after receiving the original item back. We will e-mail you with a reshipping confirmation. We have no impact on the time it takes for the package to be returned, or if it is lost or damaged during transit. Only new, unused items can be replaced.

 


Do you charge a restocking fees?



It depends on the reason and the amount of time that it takes to get it back to us. If the item is not opened, you can return it within one year (365 days), without any restocking fee. If the item is opened, you can return it for an exchange or in-store credit within 30 days without any restocking fees. If you return your item after this time frame, you will be offered an in-store credit of an equivalent amount as your initial order value less a restocking fee of 25% (excluding shipping and handling charges). We do not accept returns of orders that were placed over a year. Returns of customized orders are accepted only within 30 days after shipping confirmation and are subject to 50% restocking fee (customized items will not be accepted for a refund after 30 days). Exchange of customized items is accepted only within 30 days after shipping's confirmation and is subject to 15% restocking fee (this amount should be paid prior to reordering a new customized item). All customized items must be returned to us by a registered (tracked) shipping method Customized item include made-to measure clothes, personalized prints, personalized color and any other customization service that is offered in our website.

To process a return please email us at [email protected]



What can I do if I receive a damaged or faulty package?



We take great measures to ensure that your order arrives to you in perfect condition! Unfortunately, in rare cases items may be damaged during shipment. We will do everything to arrange a replacement product as quickly as possible!

To receive a replacement please email us immediately at [email protected] and let us know your name and order number. We will then ship a replacement for the damaged items immediately. We apologize for any trouble this has caused you.



What if my item does not fit me as I expected?



Sometimes a clothing item may not fit as you expected. If this is the case, we will gladly exchange it for a different size. You will only be charged for the new shipping costs.

To return the items, simply send them in a carefully packed box to:

SQUEEZE.DOG

Attn: Returns

Postbus 69524

1060 CN Amsterdam

The Netherlands


 

Privacy and Security


We are committed to protecting your privacy. We will not share, sell or disclose your personal information to third parties. Please also review our complete privacy policy.



Do you share customer information?



No. We personally don't appreciate having our personal information to be shared with other companies, so we would never do this to you. Please find more information about our privacy policy.


Do you send me marketing emails if I order?



The only time we send an email is to confirm an order and its shipping date. You can also expect us to update you by email in case of a status change to your order. If you want to stay up-to-date with our products and special deals offering, make sure to opt receive a notice by email with a link to a special discount coupons. Should you not want to receive any discount coupons


Would you like to learn more about this? If so, then make sure you read our Privacy Policy under the Privacy and Security section.


Is the ordering system secure?



Our website payment system is 100% secure. Our server hardware is housed in a secure facility.
Your credit card payments will be processed by Paypal or Skrill, the world's largest and most secure real-time online payments processors.



What is your privacy policy?


We are committed to protecting the privacy and security of the users of our websites. Our Privacy Policy will advise you about our rules regarding the use of your personal information. We may need to change this policy from time to time in order to address new issues and reflect changes on our websites. We will post those changes here so that you will always know our policies regarding what information we gather, how we might use that information, and whether we will disclose that information to anyone. Please refer to this policy regularly. If you have any questions or concerns about our Privacy Policy, please send an email to [email protected]

 


 

Contact



Email

You can send e-mail to [email protected]

Mail

You can send correspondence to:

SQUEEZE.DOG

Postbus 69524

1060 CN Amsterdam

The Netherlands

Leave us a message on Skype  ID: squeezedog

Leave us a message on facebook www.squeezedog.com/squeeze.dog

 


 

 

Order Changes


How do I change products that I ordered?



If you ordered the wrong item or if you would like to change your order, please message our customer service immediately. You can message us on Skype (SQUEEZEDOG). You can also send us an email at [email protected]

We ship orders quickly. In some cases, it may be too late to change your order even if you message us immediately after you discovered a mistake. If we have already shipped your order, you can simply return the product for an exchange or refund according to our return policy.


How do I change my shipping address?



If your order has already been shipped, then it may be too late to change your shipping address. If that is the case, the order may be delivered to the wrong address, but it will most likely be shipped back to us. It may take a while to get back to us, but when it does we will be sure to ship it to the new address that you have given to us.

If your order has not yet shipped we can surely change the address for you. Send an e-mail with your order number and the new address to [email protected]

If an order was returned due to an incorrect address, it will be reshipped as soon as the original gets back to us. When the package is returned we will notify you via email within 48 hours. If you do not wish us to reship your order,  we can refund your products purchased, as soon as we get them back and according to our returns policy. The shipping address provided during checkout will be used to ship the items.


How do I cancel my order?


If your order has already shipped, then it is too late to cancel the order. You will simply need to return the unopened product for a refund or exchange according to the returns policy. Of course, the shipping fee can not be refunded since we had to pay the shipping company already.

If your order has not yet shipped, we can cancel it in most cases with no problem up to 14 days. Cancellations of unshipped customized items (items that are in "production") are allowed within 3 working days. After this period,  a restocking fee of 50% will be applied. Please email our Customer Service Center via [email protected]


When will I receive my refund?



If you are to be receiving a refund from us for any reason, it will be processed within five to seven working days after our refund acknowledgement notice. If you paid by credit/debit or PayPal, it might take up to ten working days before the refund is reflected in your account statement. The amount will be refunded back to the account used in the original purchase. If you paid by wire transfer the refund should arrive by bank transfer to your bank account within 14 business days, depending on your location.
 

 

 


List of countries with restricted shipping options


Brazil
Russia
Bulgaria
Romenia
Mexico
Belarus
Ukraine
Peru
All Arica (except South Africa)
All Asia (Exclusing Singapore, Korea, Japan, Taiwan, Hong Kong)
Argentina
Kazakhstan