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Frequently Asked Questions

Here are the most commonly asked questions that we receive! If you have more questions, shoot us a note at woof@spottedbyhumphrey.com. We're happy to chat with anyone! :)

General 

Q: How do I know which size to order?

A: We highly, highly recommend that you measure your dog before to determine which size would fit best for your dog. The neck and chest sizes are the two common measurements you should know. Also keep in mind that each brand uses their own sizing system. For example, Humphrey wears a Medium size shirt in a lot of brands, but he also takes a Small or even Extra-Large in some other brands.

Q: Can you give me a discount if I make a large purchase?

A: We offer free domestic shipping for any order above $75. But more importantly, our focus is on building an honest community with long-term friendships and connections. We love getting to know each one of our customers and their furry friends.

So instead of offering short-term promotions or one-time discounts, we offer a very generous loyalty program - the best in the business. As you spend more with us, the rewards just get better and better! Just make sure that you've signed up for our loyalty program and you're signed into your account when making your purchase.

You can access your account by clicking the black tab at the bottom while you're shopping with us.

If you have any questions, please reach out to us at woof@spottedbyhumphrey.com!

Q: Can I combine two discount codes into one order?

A: Unfortunately, we can’t afford to double up on coupon codes (gift cards, loyalty vouchers, etc.). However, gift cards from redeeming your Sticks don't expire! So feel free to save that gift card for another purchase on a future purchase. :)

Q: I have an expired discount code. Can you extend it so I can use it again?

A: Just like how food that's left out on the kitchen counter eventually goes bad, all of our vouchers have an expiration date. We do this so that we can avoid having old vouchers floating around on the web.

So we highly encourage you to use your vouchers before they expire! :) 

Q: When will a particular item be back in stock?

A: Often times, this is really difficult to estimate. We'll do our best to bring items back in stock quickly. If you're interested in an item, your best bet is to sign up to be notified when an item comes back in stock by visiting that item's product page. Then, act quickly when you see that notification in your inbox! 

Q: What is Last Call?

A: We don't do any seasonal sales as we want to encourage you to jump on an item when you want it, rather than waiting. But sometimes we have items that we would prefer to move quicker to make room for the newer goodies coming in.

So Last Call items have been marked down and are priced to sell quickly. All sales are final with no returns. 

For all Last Call items, once they're sold out, they're gone forever. We won't be bringing them back.

 

Shipping

Q: Do you ship internationally?

A: We ship anywhere that USPS and DHL Express allow. Prior to purchasing, please do your own research on customs, restrictions, and limited delivery locations via your shipping method.

Q: Will I be charged a customs fee when I receive my shipment?

A: Sadly, customs fee is a fact of life when shipping internationally. We have absolutely no control over this and often times, it's unpredictable who will be charged, and for how much. We've heard many happy stories, and plenty of sad ones too. Thus, when you order from us, you will be responsible for any and all customs charges.

Q: Can you mark down the values of my items to avoid a customs fee?

A: We would love to help you out here but for legal reasons, we cannot under declare the value of the packages or mark them as anything but merchandise. The value on customs forms will match the amount on your invoice.

Q: How quickly do you ship after an order is placed?

A: All orders placed before noon Pacific Time typically ship out the same day from our warehouse in the historic Dogpatch neighborhood of San Francisco, California. In some rare cases, it may take longer due to heavier shipping volume. During these times, please be patient with us! :)

Please note that we do not ship on weekends or federal holidays.

Q: How can I track my order?

A: With each order, you will automatically receive a tracking number as soon as your order ships. If you don't receive a tracking number, please reach out to us at woof@spottedbyhumphrey.com.

Q: Can you guarantee delivery on a certain date?

A: While we would love to, we can't accommodate such requests because shipping times can be unpredictable at times with our third-party shipping companies. Your best bet is to give yourself plenty of time. If you'd like, you can choose a faster shipping option during checkout.

Please note that delivery date estimates found on our checkout page is only an estimate.

Q: Yes, but what about delivery date guarantees given by third party shipping carriers?

A: If you have any issues with delivery date guarantees given by USPS or any other carrier, you're responsible for taking action to get your money back from the third party shipping company.