As a reminder, all profits from products sold in the GSRNE store go directly to helping the dogs. We are not a retailer, and operate with an all-volunteer staff, so we are limited in customer services. However if there is something wrong with what you’ve received please contact us.
Can I exchange an item for a different size/color?
Because most items are custom made when ordered, we can not offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
Do you offer refunds?
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at firstname.lastname@example.org
with photos of wrong/damaged items and we’ll sort that out for you. Though rare, it’s possible that an item you ordered was mislabeled. If that’s the case, please let us know at email@example.com
within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
How do I track my order?
If your purchased item was fulfilled by our merchandise fulfillment partner, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org.
Please note that if you purchased multiple items on the same order, the items you purchased may be distributed from several sources and may arrive separately. If you have questions or concerns please email us at email@example.com
What should I do if I received a wrong/damaged product?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at firstname.lastname@example.org
within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received.
What if the purchase went to the wrong address? –
If you provide an address that is considered insufficient by the courier, the shipment will be returned to the manufacturer. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable). Please double-check that you entered a proper shipping address when you place your order. If there is a problem, please email us at email@example.com
within a weeks’ time. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.