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| Speciality Equipment for : |
| Autism Dogs Diabetic Alert Dog Guide Dogs Hearing Dogs Medical Assistance Dogs Mobility Dogs PTSD Dogs Search & Rescue Dogs Seizure Alert Dogs Service Dogs Special Skills Dogs Therapy Dogs |
Q: How long will it take before I get my items I purchased?
A: Most of our products are Custom Made To Order and may take a bit longer to make and ship
out due to higher than normal requests for Custom items. We ship directly from our
manufacturers in Canada and the United States, your order could be delayed at the Canada/U.S
Customs. (See Shipping page for further details surrounding possible delays).
Q: What method of shipping do you use?
A: Each one of our manufacturers have their own shipping method. You may receive your
package via USPS, or Canada Post.
Q: I noticed you have "Ground" as the ONLY choice for shipping, can I get my items faster?
A: YES. Please contact us for specific instructions prior to entering your order. (We DO NOT
offer Overnight delivery or ship on Saturdays or Sundays)
Q: When will my order be processed ?
A: ALL orders are sent to our specific manufacturing facility usually within 24 hours of placing
your order (excluding week ends). However, please keep in mind, if your items are CUSTOM made
to order, it could take several days or even weeks to make and ship out. Depending on the volume
of orders placed can delay your order. In some cases we have only one person making certain
items and may take longer due to the volume of orders. We process each order manual and are
made and shipped out in sequence. If you require PRIORITY shipment, pleawse contact us to see
about the availability. Once your order leaves our manufacturing facility, unfortunately we DO
NOT have ANY control over delays caused by the postal service or selected carriers. Please visit
our Shipping page to view other possible delays.
A: Most of our products are Custom Made To Order and may take a bit longer to make and ship
out due to higher than normal requests for Custom items. We ship directly from our
manufacturers in Canada and the United States, your order could be delayed at the Canada/U.S
Customs. (See Shipping page for further details surrounding possible delays).
Q: What method of shipping do you use?
A: Each one of our manufacturers have their own shipping method. You may receive your
package via USPS, or Canada Post.
Q: I noticed you have "Ground" as the ONLY choice for shipping, can I get my items faster?
A: YES. Please contact us for specific instructions prior to entering your order. (We DO NOT
offer Overnight delivery or ship on Saturdays or Sundays)
Q: When will my order be processed ?
A: ALL orders are sent to our specific manufacturing facility usually within 24 hours of placing
your order (excluding week ends). However, please keep in mind, if your items are CUSTOM made
to order, it could take several days or even weeks to make and ship out. Depending on the volume
of orders placed can delay your order. In some cases we have only one person making certain
items and may take longer due to the volume of orders. We process each order manual and are
made and shipped out in sequence. If you require PRIORITY shipment, pleawse contact us to see
about the availability. Once your order leaves our manufacturing facility, unfortunately we DO
NOT have ANY control over delays caused by the postal service or selected carriers. Please visit
our Shipping page to view other possible delays.
Service Dog House.com also attributes our success to LISTENING to our Valued
customers. We speak to many people on a daily basis and we thought it would be a
GREAT idea to list some of the more common questions.
If you don't find an answer to your question or concern, please give us a call at
905-734-7034 (Mon. to Fri. 8.30 A.M to 5.00 P.M)
customers. We speak to many people on a daily basis and we thought it would be a
GREAT idea to list some of the more common questions.
If you don't find an answer to your question or concern, please give us a call at
905-734-7034 (Mon. to Fri. 8.30 A.M to 5.00 P.M)
Q: What method of payment do you accept ?
A: We accept VISA, MASTER CARD, AMERICAN EXPRESS, PayPal and U.S BANK MONEY ORDERS ONLY - payable to A Couple of Tuttle's ,
CASH (NOTE: All U.S Bank Money Orders will be held by our bank up to 25 days, your order will not be processed until it has cleared)
Q: What Credit Card processor are you using?
A: We use PayPal as our Credit Card processor, You DO NOT have to have a PAYPAL account to complete your transaction.
Q: I entered my Credit Card information and I received an error at the top saying "The card you entered cannot be used for this
payment. Please enter a different credit or debit card number". Why did this happen?
A: There could be several reasons why your transaction did not go through, here are a few examples:
1. The EXACT name which is on the Credit Card MUST be input on the first page of the check out page. For example, if your name is John Doe
and your Credit Card has John A Doe, you MUST input the initial as well.
2. If you have moved recently, you may need to input your OLD address in the shipping instructions and then put a note in the "Comments"
field where to ship your purchase.
3. You may have had a PayPal account many years ago and forgot about it or can't remember your password.
4. If you are still not able to complete your order, please contact PayPal directly FIRST at 1-888-221-1161 , they should be able to fix this
problem while you are on the telephone. Once you have contacted PayPal and you have attempted to complete your order and it still did not
work, you may contact us at 905-734-7034 and we will try our best to assist you.
Q: Is your site secure?
A: YES. We have 3 layers of encripted security to ensure your personal information is kept secure. Also, we do not sell, distribute or share any of your personal
information including, email, telephone number, address, name or any other personal information.
A: We accept VISA, MASTER CARD, AMERICAN EXPRESS, PayPal and U.S BANK MONEY ORDERS ONLY - payable to A Couple of Tuttle's ,
CASH (NOTE: All U.S Bank Money Orders will be held by our bank up to 25 days, your order will not be processed until it has cleared)
Q: What Credit Card processor are you using?
A: We use PayPal as our Credit Card processor, You DO NOT have to have a PAYPAL account to complete your transaction.
Q: I entered my Credit Card information and I received an error at the top saying "The card you entered cannot be used for this
payment. Please enter a different credit or debit card number". Why did this happen?
A: There could be several reasons why your transaction did not go through, here are a few examples:
1. The EXACT name which is on the Credit Card MUST be input on the first page of the check out page. For example, if your name is John Doe
and your Credit Card has John A Doe, you MUST input the initial as well.
2. If you have moved recently, you may need to input your OLD address in the shipping instructions and then put a note in the "Comments"
field where to ship your purchase.
3. You may have had a PayPal account many years ago and forgot about it or can't remember your password.
4. If you are still not able to complete your order, please contact PayPal directly FIRST at 1-888-221-1161 , they should be able to fix this
problem while you are on the telephone. Once you have contacted PayPal and you have attempted to complete your order and it still did not
work, you may contact us at 905-734-7034 and we will try our best to assist you.
Q: Is your site secure?
A: YES. We have 3 layers of encripted security to ensure your personal information is kept secure. Also, we do not sell, distribute or share any of your personal
information including, email, telephone number, address, name or any other personal information.
| Orders / Shipping: |
| Payments / Security: |
Q: I ordered several items and some of my order is missing, where is the rest of my order?
A: You may receive several packages from various locations throughout the U.S or Canada. We have manufacturing facilities in AZ, CA, FL, LA,
MO, TN, TX, WI, ON (Canada), AB (Canada). We try to co-ordinate your order with our manufacturers to ensure you received all your items around
the same time. If you do not receive the rest of your order within 10 days of the first delivery, please contact us and we will track down the rest of
your order.
Q: I received your email confirmation and when I click on the link to check the status of my order, it always is blank or there is no information
telling me my order was shipped. Why is there no tracking information?
A: When our manufacturers use USPS or Canada Post, in most cases there is NO tracking information available. If/when we receiving tracking
information, we try our very best to update the Order Status screen, however this is not always possible due to higher than normal amount of
orders we receive on a daily basis. If you would like to check the status of your order, please contact us at your convenience.
Q: I entered my order over a month ago and I still have not heard anything or received my goods. Why?
A: From time to time, our manufacturers may experience higher than normal amount of Custom orders and there may be some delays in
production. On occasion a package could be lost in the mail system or be delivered to a wrong address. We will do everything possible to ensure
you receive your items, even if it means sending out a second package at OUR expense. Contact us if you have any concerns about the status of
your order.
Q: What is the best way to check the status of my order ?
A: Whether you contact us by telephone or email, please include your Name, Telephone Number, Order Number and date your order was
entered. We return all calls and answer all email's usually within 24 to 48 hours. However, times may vary due to higher than normal requests.
Please DO NOT telephone and email the same information, this would increase the length of time to answer your enquire.
Q: I have called you several times and all I get is an answering machine, I want to talk to a LIVE person, when is the best time to call?
A: We are here Monday to Thursday from 8.30 A.M to 5.00 P.M (eastern standard time). Friday - 8.30 A.M to 4.00 P.M There is no BEST time to
call, we could be on the phone serving other customers or we may be out of the office attending to other business or personal matters.
Q: Can I enter my order by phone or by email?
A: NO. We are unable to accept phone in orders due to our contractual agreement with our credit card processor. If you are having issues with
proocessing your order, please contact us and we would be more than happy to assist you.
A: You may receive several packages from various locations throughout the U.S or Canada. We have manufacturing facilities in AZ, CA, FL, LA,
MO, TN, TX, WI, ON (Canada), AB (Canada). We try to co-ordinate your order with our manufacturers to ensure you received all your items around
the same time. If you do not receive the rest of your order within 10 days of the first delivery, please contact us and we will track down the rest of
your order.
Q: I received your email confirmation and when I click on the link to check the status of my order, it always is blank or there is no information
telling me my order was shipped. Why is there no tracking information?
A: When our manufacturers use USPS or Canada Post, in most cases there is NO tracking information available. If/when we receiving tracking
information, we try our very best to update the Order Status screen, however this is not always possible due to higher than normal amount of
orders we receive on a daily basis. If you would like to check the status of your order, please contact us at your convenience.
Q: I entered my order over a month ago and I still have not heard anything or received my goods. Why?
A: From time to time, our manufacturers may experience higher than normal amount of Custom orders and there may be some delays in
production. On occasion a package could be lost in the mail system or be delivered to a wrong address. We will do everything possible to ensure
you receive your items, even if it means sending out a second package at OUR expense. Contact us if you have any concerns about the status of
your order.
Q: What is the best way to check the status of my order ?
A: Whether you contact us by telephone or email, please include your Name, Telephone Number, Order Number and date your order was
entered. We return all calls and answer all email's usually within 24 to 48 hours. However, times may vary due to higher than normal requests.
Please DO NOT telephone and email the same information, this would increase the length of time to answer your enquire.
Q: I have called you several times and all I get is an answering machine, I want to talk to a LIVE person, when is the best time to call?
A: We are here Monday to Thursday from 8.30 A.M to 5.00 P.M (eastern standard time). Friday - 8.30 A.M to 4.00 P.M There is no BEST time to
call, we could be on the phone serving other customers or we may be out of the office attending to other business or personal matters.
Q: Can I enter my order by phone or by email?
A: NO. We are unable to accept phone in orders due to our contractual agreement with our credit card processor. If you are having issues with
proocessing your order, please contact us and we would be more than happy to assist you.
A Division Of Headquarters: 842 Broadway Avenue, Welland, Ontario, Canada, L3C 5M8 EmaiL: Wayne & Tina Telephone: 905 - 734 - 7034 |
| Service Dog House.com, Two Tuttle's Four Paws, The Service Dog House (all are a division of A Couple of Tuttle's). All Rights Reserved. ©2008 |