Q. I am having trouble placing an order online. Do you take phone orders?A. We can´t take phone orders. You can try placing your order on a different device or browser. Otherwise, we are happy to speak with you and see if we can fix any issues you may be having.
Q. Do you offer discount codes?A. We do. We regularly send out discount codes and special offers to our followers on Twitter, Facebook and Instagram.
Q. Is it safe to order online?A. Yes, very safe. rainscatsdogs.com uses industry standard SSL encryption to protect your details. All sensitive information like your name, address and card details are encoded so they can only be read on secure servers.
Q. I need to change my order, who can help with this?
A. If you want to edit or cancel your order then please notify us asap. Unfortunately, once your order has been processed we cannot make any changes or cancellation.
Q. My gift voucher isn't working.A. Sorry about this! Email email@example.com with your voucher code and we'll sort this out for you.
Our gift voucher codes do not automatically carry over any remaining balance so we'll need to issue you with a new gift voucher if this is the case. Please email us your gift voucher code and we'll sort this out for you.
Q. You've sent me the wrong item or part of my order is missing.A. Firstly, please accept our sincerest apologies. We try really hard to make sure everything is handled carefully but mistakes can occasionally happen. Please contact us at firstname.lastname@example.org and we'll get this resolved for you as quickly as possible.
Q. I have a faulty item, what should I do?A. We are really sorry about this. Please email us at email@example.com with your order number and a couple of photos of the fault and we'll sort this out for you. We may ask that you return the item to us.
Q. Which credit cards do you accept?A. We accept Visa, Mastercard and Maestro credit and debit cards, we are also able to accept payment through PayPal.
Q. Can I place my order on the phone?
A. Unfortunately not. All orders need to be placed on our website.
Q. What currencies can I use?A. We usually accept payment in USD, AUD and CAD. When browsing the site you are able to convert the currency in real time.
Q. What countries do you deliver to?
A. We generally ship items to the United States of America, Canada and Australia. On each item page it will be mentioned where it is shipped to.
Q. How long does it take to receive my order?A. On each product description it will be referenced how long the shipping is expected to take. It usually takes between 2-4 weeks.
Q. My order still hasn’t arrived, I think it is lost?A. If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately, we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished. Contact us on firstname.lastname@example.org for reporting the issue and hear from us on how to proceed.
Q. What qualifies for a return/refund?A. We accept returns of items lost in transit, that arrived broken, damaged or when the wrong item was shipped.Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.Please email us to email@example.com and we will inform you on how to proceed (we may ask you a picture as proof).
Q. I shipped something back to you. Do you have it yet?A. We process returns within 24 hours of receipt and will notify you by email when we have done so. For more information on returns please refer to this page.
Q. How long before I get a refund?A. Once we’ve emailed to say we have issued a refund for you, it can take anywhere between 3 and 5 working days depending on which bank you are with.
Q. I've sent back my order but I paid with a gift voucher. What happens now?A. We always issue refunds according to the original payment method. So if you used a gift voucher we'll issue you with a new online code. This will be emailed to you once we have processed your return.
Q. Why can’t I add something to my basket?
A. If you cannot add an item to your basket it usually means that the item is out of stock.
Q. Do you sell gift vouchers?A. No, we don't.
Q. Can I reserve stock?A. We cannot reserve stock I'm afraid.
Q. Are your products Legit?A. It's great to be asked this, we’re always proud to answer that of course they are. We work directly with an amazing and very limited set of brands who care as much about their products as we do.
Q. Who can I ask about restocks?
A. Many of the items we sell are limited styles, editions and colorways and we are unable to get hold of more stock. However, we never mind confirming this specifically to each product so feel free to contact us (firstname.lastname@example.org). We are unable to get re-stocks for the majority of sale items.
Q. Where does your products come from?
A. In order to provide the best quality products and offer the highest value to our customers, we source our products from warehouses around the world.
CONTACTING USQ. I’ve sent you an email, when will you reply?
A. We try to reply to all emails within 24 hours. Our office is closed on weekends so we will look to reply the next working day.