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Frequently Asked Questions

Here are the most commonly asked questions that we receive! If you have more questions, feel free to email us at woof@spottedbyhumphrey.com.

General 

Q: How do I know which size to order?

A: We highly recommend that you measure your dog before to determine which size would fit best for your dog to minimize returns (less returns means everyone is happy!) The neck and chest sizes are the two common measurements you should know.

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. So please compare your measurements against the sizing charts we have on each product page.

 

Q: Do you have a loyalty program?

A: Our focus is on building a relationship with our customers long-term. We love getting to know each one of our customers, so we love to see you come back! 

We offer a very generous loyalty program - the best in the business. As you earn more points ("Sticks"), 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, the system will only accept one coupon code at a time (including gift card coupon codes). However, gift cards from redeeming your Sticks don't expire! So feel free to save that gift card for a future purchase if you have another coupon code that you want to use now (aka Smart Shopping 101).

Q: I have an expired coupon 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 coupon codes have an expiration date. We do this so that we can avoid having old coupon codes floating around on the web.

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

Q: The item I want is sold out! When will a particular item be back in stock?

A: We'll do our best to bring items back in stock quickly. In the meantime, your best bet is to sign up for a back-in-stock notification by visiting that item's product page (if you're looking for a specific size that is sold out, you'll have to click on the size button for the sign-up box to pop up). Then, act quickly when you see that notification in your email inbox! 

Q: What is Last Call?

A: As we typically hold limited stock that often sells out quickly, we encourage you to jump on an item when you want it. But sometimes we have items that we would prefer to move quicker to make room for the new stuff coming in.

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

 

Shipping

Q: Do you offer free shipping?

A: We offer free domestic shipping for orders above $75, and as of July 2019, free international shipping for orders above $125 (we are so excited about this!)

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: 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.