Jenna Marbles Dog Toy FAQs

 

PRODUCTS

Q: Are these products collectable toys or dog toys?
A: It’s a collectible toy, but it’s safe for dogs and cats, too. We know they are irresistible and your four-legged friends will want a set too. Yes, they are pet-friendly and safe. These toys are made with loving care and use only new, non-toxic materials.

However, no toy given to a pet is indestructible and if you have an aggressive chewer, these won't last. Be sure to remove the dog tag and sewn-in label before giving to your pet and definitely supervise your pet's play. If the toy becomes ripped or damaged, discard immediately.

Q: Is there a different FAQ for Jenna Marbles shirts?
A: Yes. Please visit this FAQ.

ORDERS

Q: Will I be charged sales tax?
A: Yes, depending on the state from which you are ordering (or shipping to), local state sales taxes will be automatically applied to your order. So if you do not see state sales tax on your order then you are not responsible for any sales tax.

Q: I made a mistake on my order. How can I go about changing it?
A: Contact us here right away with the changes you would like to make. Please include your order number and the email address used to place the order. The sooner you contact us, the better chance we have of catching it before it is shipped.

Please note that not all details about an order can be changed, but we will do what we can.

Q: My order was damaged in transit. What do I do?
A: Contact us here. We will work with you to come up with a solution.

Q: I received the wrong order. How can I exchange it for the right one?
A: If you receive something in error, contact us here so that we may fix it right away.

Q: Can I cancel my order?
A: If your order has not been shipped and the postage has not been printed, your order can be cancelled by telling us here. If we do not catch your order before being shipped, you will have to return your item, and abide by all return policies.

SHIPPING

Q: How long will it take for my order to arrive?
A: We try to process and ship all orders within 3 business days, but please allow for up to 5 business days. Additional shipping days are based on the type of shipping method selected:

     Delivery to Continental US locations:
     UPS 2nd Day: add 2 business days (tracking number included)
     US Post Office: add 3-7 business days

     Delivery to Canada, Australia, Alaska, Hawaii, and all other international locations:
     USPS Priority Mail International: add 10-12 business days
     Super Saver International: add 14-21 business days

Only UPS 2nd Day includes a tracking number that is emailed to you. All other shipping methods do NOT include a tracking number.

Please note that the packing and shipping process might take a little longer during sales or holidays.

Q: Can you ship products outside of the US?
A: Yes. We provide shipping to select international locations. If you select Super Saver International, please allow for up to 21 business days for delivery.

Q: How much does it cost to ship to my location?
A: Shipping costs vary based on the weight of the order, customs, type of shipping selected, and the final delivery address. Standard shipping within the United States is via United States Post Office and ranges from $6 for a single dog toy to $9 for a litter. Shipping to Canada starts at $12.99 ($35 for priority shipping). Shipping to Australia, Europe, and all other locations outside the US starts at $16.99 ($45 for priority shipping). The price increases as you add more to your cart, or upgrade your shipping preferences. You can see the exact cost of shipping before entering your payment information.

If you are ordering from outside the US, please check with your local postal service to see if you will be charged an additional customs fee based on the price of your order. We cannot include that charge in the original shipping price, change the value of the merchandise in the customs information, or refund anyone for this charge. We apologize for any inconvenience.

Q: How do I make an account on the Jenna Marbles Store?
A: You do not need to make an account in order to purchase from the Jenna Marbles Store. Therefore this option has disabled.

Q: Will my credit credit card be charged before my order ships?
A: Yes, we process all payments (credit card, debit card, PayPal, etc.) in full before the product ships. You will see a charge to JENNA MARBLES STORE on your bank statement within 1 to 3 business days of placing your order.

Q: I checked with my bank and they say that you charged my card multiple times. How can that be?
A: On rare occassions, if you enter an incorrect billing address (see below), or otherwise experience a technical issue when placing your online order (such as clicking the Complete My Purchase button twice), your bank may issue more than one approval for payment. We will NEVER charge your card more than 1 payment for your order. If your bank is telling you that more than 1 payment has been made, please allow 1-2 business days for your bank to clear up the charges. After those 1-2 business days, you should only see 1 charge for the purchase that you made.

Q: I tried to place an order but it didn't go through because it says my address cannot be verified.
A: You must enter the billing address assigned to the credit or debit card that you are using. Sometimes the billing address is NOT the same as your residence, especially if you are using a parent's or spouse's card. Please check with them to verify the billing address.

Q: I keep seeing the term "business day" and I'm not 100% sure what that means. Can you help?
A: A business day is any day that is not considered the weekend (Saturday and Sunday) or a holiday. If we say something will ship in "ten business days", you should expect it to be shipped in two weeks, as there are ten business days in that period.

Q: It’s been quite a while and I still haven’t received my order. What should I do now?
A: If the standard amount of waiting time has come and gone and you feel like your order may have been lost in transit, check with your local postal service to see if they are holding your items. If the postal service produces no results, contact us here and we will look into the issue. While the situation is in the hands of the post office once your order has been confirmed as shipped, we can sometimes look up the status of your order to help. International orders cannot be tracked outside of the States.

We are not responsible for a package once it has been confirmed delivered to the correct address. If for any reason we should receive it back from the post, we will contact you with further options once it has been processed.

CUSTOMER SERVICE

Q: I contacted you by completing the online form here but did not get an immediate response. Is there anyone there? Should I send another one?
A: On rare occurrences a high volume of customer service emails can cause a short delay in responses. We take everyone's inquiries very seriously so please be patient while we work on getting back to everyone. Every email is read and responded to in the order in which they are received. We promise. Sending multiple emails won't get a quicker response.

Q: How do I know if something is out of stock?
A: When an item is out of stock, “Sold Out” will appear where the price used to be and the “Add to Cart” icon will disappear. If your order went through successfully, the item was in stock and you will receive your order.