STORE FAQS
About Us
What is Dallas Pets Alive?
Dallas Pets Alive! is a volunteer-run, foster-based rescue that works to eliminate the killing of companion animals in North Texas. Since 2012, we have been rescuing healthy and treatable pets at the greatest risk of being euthanized; reducing owner surrender through our Positive Alternatives to Shelter Surrender (PASS) program; and opening shelter kennel space by transporting our animals to partners in cities in need of adoptable animals.
Visit our website to read more about our work, meet our adoptable animals, make a donation, or learn more about becoming a volunteer or foster.
Who do I contact if I have a question about a product or an order?
Please fill out our contact form and one of our team members will respond ASAP.
Order Processing
When will my order be processed?
All order processing occurs within 1-2 business days (Monday - Friday, 9 a.m. - 4 p.m. CT). Orders placed on Saturdays, Sundays, holidays, or after 4 p.m. CT are processed on the next business day.
Can I cancel my order?
You must contact us at merchandise@dallaspetsalive.org on the same day as your purchase to cancel your order. Dallas Pets Alive! reserves the right to cancel any order at its discretion and issue a full refund to the original form of payment.
Shipping
Where do you ship?
We ship to locations within the United States, including P.O. Boxes and military locations via their APO and FPO addresses. All domestic orders are shipped through the United States Postal Service unless the use of another carrier is necessary.
If you require international shipping, please contact us via email or chat and we'll try to accommodate your request. If we're able to provide international shipping to your requested country, please be aware that we may need to contact you prior to mailing to ensure a smooth process through customs. Also, while we don't expect any issues, we reserve the right to cancel your order with a full refund if we are not able to meet all the requirements for international shipping.
When will my order ship?
Most regular orders are shipped within 2-3 business days. You'll receive an email notification with a tracking number once your package is mailed. For pre-ordered items, a longer processing time is required. The expected shipping date can be found in the description on the item's web page.
How fast is shipping?
USPS shipments are usually delivered within 2-4 business days.
How much does shipping cost?
For orders of $60 USD or more, REDUCED or FREE shipping is provided if using a domestic address. The order amount must total $60 USD before taxes are added. Otherwise, shipping costs are automatically calculated during the checkout process and are based on weight and location.
Returns & Exchanges
What is your return policy?
All sales are final.
We accept returns or exchanges for products damaged in transit or if the incorrect item was shipped to you. To be eligible for a refund or exchange, you must email merchandise@dallaspetsalive.org within 7 days of order delivery. Upon receipt of your email, we will respond accordingly and ensure your replacement is sent after the original item is returned to us. If a replacement item is not available, we will refund the full purchase price, not including any shipping costs.
Payments
What forms of payment do you accept?
We accept Visa, Mastercard, Discover, and American Express credit and debit cards. Store charges will appear on your credit/debit card statement as "SP* DALLAS PETS ALIVE." We also accept gift cards purchased via our online store or in-person at a DPA! event.
Security
Is the store secure?
Our website features an SSL secure connection during the transaction keeping your information secure and private.
What do you do with my personal information?
We will use the information you provide to process your order. We do not store any credit card information and we do not sell or rent your information to third-parties.
We'd like to keep in touch with you to tell you more about our new products and the work Dallas Pets Alive! is doing to rescue homeless animals in North Texas. If you no longer wish to receive communications from us, click here to opt out. Please note that you will still receive order-related emails.