This Shipping Policy describes the shipping and delivery conditions applicable to orders placed on www.thedogtor.store. By placing an order, you agree to the terms of this policy.

Article 1 – Delivery Areas

1.1 United States

The Dogtor. ships throughout the entire United States, including Alaska, Hawaii, and US territories (Puerto Rico, Guam, US Virgin Islands). Additional fees and extended delivery times may apply for Alaska, Hawaii, and territories.

1.2 International Shipping
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We also ship to a number of international countries. International shipping availability can be verified during the checkout process by entering your delivery address.Please note that some countries may restrict or prohibit the importation of animal dietary supplements. The Dogtor cannot be held responsible if an order is held or refused by the customs authorities of the destination country.

Article 2 – Delivery Timeframes

2.1 Processing Time
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All validated and paid orders are processed within one (1) to two (2) business days. You will receive a shipping confirmation email with your tracking number as soon as your package leaves our warehouse.

Orders placed on weekends or public holidays will be processed on the next business day.

2.2 Estimated Delivery Times
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The timeframes below are estimates and run from the date of shipment:

United States: 5 to 7 business days

Alaska / Hawaii / Territories: 7 to 14 business days

Canada: 7 to 14 business days

Europe: 10 to 21 business days

Rest of the world: 14 to 30 business days

These timeframes are estimates and may vary depending on the carrier, weather conditions, peak periods (holidays, sales), or exceptional circumstances. The Dogtor cannot guarantee an exact delivery date.

Article 3 – Shipping Costs

3.1 United States

Free standard shipping: on all orders of $49 or more (before taxes).

Standard shipping: $5.99 for orders under $49.

Express shipping: starting from $12.99, calculated based on weight and destination.

Exact costs are displayed in the order summary before payment confirmation.

3.2 International

International shipping costs are calculated based on the package weight, destination, and chosen shipping method. They are displayed during the checkout process.International shipping costs do not include customs duties, import taxes, or clearance fees, which remain the customer's responsibility. We recommend checking with your local customs authority before placing an order.

Article 4 – Order Tracking

Once your order has been shipped, a confirmation email containing your tracking number and a link to the carrier's tracking page will be sent to you.

You can also track your order at any time from your customer account on www.thedogtor.store, under "My Orders.

"If your tracking number shows no updates after 48 hours, please don't hesitate to contact us at hello@thedogtor.store.

Article 5 – Carriers

The Dogtor works with the following carriers to deliver your orders:United States: USPS, UPS, FedEx.International: USPS International, UPS Worldwide, FedEx International, DHL Express.

The carrier is selected based on the destination, package weight, and chosen delivery method. The Dogtor reserves the right to change carriers without prior notice in order to guarantee the best possible service.

Article 6 – Specific Conditions for Dietary Supplements

6.1 Packaging

Our animal dietary supplements are packaged under conditions that guarantee their integrity and preservation during transit. Each package is designed to protect products against impact, moisture, and temperature variations.

6.2 Temperature and Storage

Some of our products may be sensitive to heat. During periods of high temperatures, we adapt our packaging (insulated bags, refrigerant gel packs) for products that require it. If a product arrives in a condition altered by temperature, please contact us immediately for a replacement or refund.

6.3 Food Safety

All packages are shipped with an intact security seal. If you notice that the seal is broken or the packaging is compromised upon receipt, do not use the product and contact us immediately at hello@thedogtor.store.

Article 7 – Receiving Your Order

7.1 Inspection Upon Receipt

Customers are asked to check the condition of the package and products upon receipt. Any issue (damaged package, missing product, non-conforming product, broken seal) must be reported within forty-eight (48) hours to hello@thedogtor.store, along with photos.

7.2 Signature

Depending on the carrier and delivery method, a signature may be required upon receipt. If you are absent at the time of delivery, the carrier will leave a notice with instructions on how to retrieve your package.

7.3 Incorrect Address

The customer is solely responsible for the accuracy of the delivery address entered at the time of ordering. In the event of an address error resulting in the package being returned to our warehouse, reshipment costs will be the customer's responsibility.

Article 8 – Lost or Stolen Packages

8.1 Lost Package

If your package has not been delivered within the estimated timeframe and tracking shows no updates for more than seven (7) business days, please contact us at hello@thedogtor.store. We will open an investigation with the carrier.If the package is declared lost by the carrier, The Dogtor. will either reship the products free of charge or issue a full refund, at the customer's choice.

8.2 Package Marked as Delivered but Not Received

If tracking indicates your package was delivered but you have not received it, we recommend:

Checking with your neighbors or building manager.

Checking secure drop-off locations (mailbox, porch, package locker).

Contacting the carrier with your tracking number.If the package cannot be found after these checks, contact us within five (5) days of the indicated delivery date. We will assess the situation and offer an appropriate solution (reship or refund).

8.3 Package Theft (Porch Piracy)

The Dogtor. cannot be held responsible for package theft following confirmed delivery by the carrier. We recommend using a secure delivery address or ensuring someone is available to receive the package. If this is a recurring issue, we advise selecting the signature-required delivery option.

Nevertheless, in the interest of customer satisfaction, The Dogtor. will handle theft reports on a case-by-case basis for customers acting in good faith (limited to one (1) report per customer per year).

Article 9 – Delivery Delays
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Delivery timeframes are estimates. The Dogtor. cannot be held responsible for delivery delays resulting from:
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Exceptional weather conditions.Natural disasters or force majeure events.

Strikes or labor actions affecting carriers.

Peak periods (Black Friday, end-of-year holidays, sales events).Customs clearance delays for international deliveries.

Incorrect or incomplete delivery address.
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In the event of a significant delay (beyond twice the estimated timeframe), the customer may cancel their order and receive a full refund, provided the package has not yet been delivered.

Article 10 – Subscriptions and Recurring Deliveries

If you have subscribed to a subscription plan, your products are automatically shipped at the frequency you selected (monthly, bi-monthly, quarterly). You will receive a reminder email before each shipment.

You may at any time modify the delivery frequency, temporarily pause, or cancel your subscription from your customer account or by contacting hello@thedogtor.store, at least 48 hours before the next scheduled shipment date.

Article 11 – Order Modification or Cancellation

Any modification or cancellation request must be submitted as quickly as possible to hello@thedogtor.store

Before shipment: modifications or cancellations are possible at no charge.A

fter shipment: the order can no longer be modified or cancelled. The customer must wait for receipt and initiate a return in accordance with our Refund Policy.

Article 12 – Policy Changes
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The Dogtor. reserves the right to modify this Shipping Policy at any time. Changes take effect upon publication on the Site. Orders in progress remain subject to the policy in force at the time of their validation.

Article 13 – Contact

For any questions regarding a delivery, package tracking, or a receipt issue:

Email: hello@thedogtor.store
Website: www.thedogtor.store

Our team is available Monday to Friday, 9:00 AM to 6:00 PM (Eastern Time, EST/EDT). We are committed to responding to all requests within 48 business hours.

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