Here are some of the questions that our customers frequently ask us:
We love hearing from our customers and ensure that we answer everyone in a timely manner. To save you time, we have compiled some of our frequently asked questions, which we hope will help you. Please contact us, if you do not see the answer to any of your questions.
Why don’t you have more products for smaller dogs?
We really only want to sell products that Dylan & Rainey use and enjoy. We hope that by being able to hear our assessment of a product, you will feel more confident buying it. Dylan & Rainey aren’t small dogs. So, that is why we focus on products for larger dogs. But we can easily accommodate pups of all sizes. So, if there’s something that you love, feel free to contact us and we will help.
Do you only sell USA-made and eco-friendly products?
While we make every effort to only sell USA-made products, we do carry a few products that are from other countries. We only work with manufacturers that have strong ethical and environmental standards. At Dylan & Rainey, we believe in transparency and will tell you where a product is from.
We are also trying to reduce our carbon footprint and environmental waste by not using plastic and only using environmentally friendly packaging when possible.
Dylan & Rainey are adorable, what are they?
Dylan and Rainey are both mutts. Dylan is a mix of Boxer, Australian Shepherd, Chinese Crested, Golden Retriever, and Japanese Chin (pretty crazy for a 90-pound dog). Rainey is a mix of American Staffordshire Terrier, Chow Chow, and German Shepherd.
Will you sell your ‘Thank You’ cookies?
Dylan & Rainey is a very small family-owned company and we truly appreciate our customers and their business. So, we like to send a little ‘thank you’ to our customers. We make the cookies in very small batches.
At this time we are not able to create our cookies for retail. HOWEVER, if you really love them and want to buy more, contact us.
Do you ship internationally?
While we don’t currently offer international shipping, we always want to make people happy. If you really love something, please contact us and we will arrange to get it over to you (although you’ll have to pay all shipping & any duty costs).
What is your product availability?
We stock all of our items, so they will ship within 1–2 business days. In many cases, items will ship the same day.
Will I receive an email confirmation of my order and tracking information?
You will receive an email notification immediately following your order. Then you will receive another notification once your product has shipped. If you have an account, you will be able to track the progress of your order.
What are your shipping methods?
We use United States Postal Service and UPS to ship all orders. For more information, please consult our shipping information at Shipping & Returns.
How long does it take to receive products?
All orders typically arrive between 2–5 business days after shipment. Everything we sell is always in stock so we can ship most orders within 1 business day. If you require your order sooner, please contact us and we will try to accommodate you.
Can I change or cancel my order?
You may change or cancel your order as long as the order isn’t at the end of processing. Contact us as soon as possible.
Are online transactions secure?
Dylan & Rainey assures that all online transactions are completely secure. Our website uses secure socket layer (SSL) certification. We use strong security measures to prevent the loss, misuse, and alteration of your information once it is in our records.
How does Dylan & Rainey collect and use my personal information?
What is Dylan & Rainey's commitment to customer service?
Dylan & Rainey wants everyone to have a great experience when they visit our site. We are constantly reviewing your feedback to improve and enhance your shopping experience. You can tell us what you think by contacting us.
Uh oh, what if I find a catalog or website error?
We do our best to make sure that the photos, descriptive copy, and prices are correct. But sometimes, despite our best efforts, we make mistakes. In the event this happens, we reserve the right to charge the correct price, ship the correct item, or correct the mistake. We will immediately notify you if any such correction is necessary.
What if my package is damaged during shipment?
Every effort is made to ensure that your order will arrive safely after it leaves us. Please check your shipment thoroughly upon receipt for any damage. Make all claims directly with the carrier. We will make sure that anything with damage is replaced in an expedient manner. Failure to make a claim within 24 hours of receipt with the carrier will result in denial of the claim.
What if my package is refused or undelivered?
The customer will pay the shipping cost of the order amount and/or any additional shipping costs to re-ship the order.
Where is Dylan & Rainey located?
We do not have an actual Brick & Mortar store but our warehouse is in Gastonia, NC.
How do I provide general feedback?
We love to hear from our customers! Contact us.