Home  >  Common Questions  >  General Questions

General Questions



**If you have specific questions about the Walky Dog Plus or the Bike Tow Leash please click the respective links below or check out our Dog Bike Leash Buyer's Guide.


Common General Questions

1) Where are you located? Do you have a retail store?
2) Where do you ship to and how long does it take? Do you ship overseas?
3) Is my information secure on your website?
4) What is your return/exchange policy?
5) What is the fastest way to get my questions answered?
6) Why shop with us?


Where are you located? Do you have a retail store?

We are located in Austin Texas. As of right now we do not have a retail store, but local customers can call or email to schedule a pickup at our office/warehouse.


Where do you ship to? We ship anywhere in the United States via UPS and USPS (if you cannot receive mail via USPS please note this in the comments section at checkout and we will ship UPS). We also ship to Canada via USPS/Canada Post for most items unless otherwise noted. Although we ship immediately, Canadian shipments can take from 1 to 2 weeks depending on how long it takes to get through Canadian customs. We also ship to APO addresses unless otherwise noted - please choose this shipping option at checkout. Sorry, we do not ship overseas or to Mexico at this time. All shipping rates are calculated at checkout. See the map below for estimated shipping times via our standard shipping option. We try our very best to ship your order out the same day it is placed if received by 12:00 pm CST so you can enjoy your purchase at the soonest possible date.

**Important note for Canadian customers**

When ordering from The Dog Outdoors, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Standard Shipping Estimations: Let's say it is before 12 pm CST and you choose our "Standard Shipping" option during checkout and your item is marked to ship the same business day. The below map will give you an idea of the number of business days (Mon-Fri) your item will take to arrive. See our shipping questions section for more detailed info.

Is my information secure on your website? Yes. The Dog Outdoors uses industry standard SSL encrypting provided by Yahoo, Inc. to keep all of your data secure. We hate SPAM as much as you, so rest assured that we would never distribute any of your information to anyone.

What is your return policy?

Returns and Exchanges

Exchanges: In the chance that you need to exchange an item, please follow the steps below. We know how frustrating getting the wrong sized item can be so we have implemented one of the fastest and easiest exchange programs out there.

You should find a return/exchange form on the back of the packing slip included in your order. Follow the instructions on the back and include the form in the package being sent back. If you did not receive the form in your order you can print it here. Just make sure to include the name the order was placed under and phone number for identification.

Returns: Please make all returns within 30 days of the purchase date. The item must be unused with all packaging intact for a full refund of the product price. For items that are used, but in like new condition we can offer full store credit or a refund minus a small restocking fee. We are very reasonable and will work with you to ensure you are happy.

You should find a return/exchange form on the back of the packing slip included in your order. Follow the instructions on the back and include the form in the package being sent back. If you did not receive the form in your order you can print it here. Just make sure to include the name the order was placed under and phone number for identification.

Manufacturer Defects:

*In the extremely unlikely chance you receive a defective item please refer to the following policy. If there is a manufacturer defect on any item you will have the option of a full refund or immediate exchange. The Dog Outdoors will promptly refund or exchange your defective item within 60 days of purchase on all items we carry. After 60 days the manufacturer warranty will take affect, but we will still handle refunds or exchanges for you making this process as hassle-free as possible.

Why Shop At The Dog Outdoors



** Check out what our customers think or join our Facebook Page to interact with customers and fans.

• Benefit from our experience.
First of all, we believe in and use all of the products we sell. If it didn't meet our (and our dogs') standards, it wouldn't be available at The Dog Outdoors. We can personally answer any questions you have because we use the products.

We are happy to always be available for questions even long after you have made a purchase. We know how important our customers are to us.

• No where else on the web will you find more information (including videos) about the products we sell.
We make every effort to bring the experience of shopping in an actual store to your computer screen and even go beyond that. See our products in use in high definition video, read our buyers guide to help make your decision and if you still have questions contact us 24/7.

• We pride ourselves on being a small business.
This allows us to put our own personal touch into your buying experience and give you unparalleled customer service.

With few exceptions your order will be packed up and shipped out the very same day by my our good friend Matt, my wife or myself. You will get your stuff faster than most any place you shop at online. Let us show you what customer service is all about!

• You are dealing with real people.
Not some faceless company sending you products they don't even keep in inventory. Reach out to us and ask us anything. We (our dogs included) won't bite :)

• Your satisfaction is guaranteed.
If you are not satisfied with your experience, let us know about it. We will make every reasonable effort to make it right. We want you to be happy!

What is the fastest way to get my questions answered?

Both my wife and I are proud to offer same day shipping on most orders as long as the order is made by 12 p.m. CST. In order to offer this service we are sometimes not able to answer phones during very busy parts of the day. The good news is that we have brought on a long time friend to help us out as we grow. We do frequently check email as we process orders and even after hours and on weekends. If you have a question about any of our products or a current order with us, please shoot us an email and we will get back to you shortly with a detailed response to your question. Jenny and I answer all emails ourselves and this method of communication will allow us to digest your questions and provide you with a well thought out response. Don't be surprised if you get a response shortly after emailing us. If you need to reach us by phone please call 512-703-0210. We are trying to catch up with growth as quickly as possible. Thank you for supporting our mom and pop shop!
Common Questions