FREE shipping on orders over $60!

STORE FAQS

Contacts

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 on 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

Do you ship internationally?
We are only able to ship to locations within the United States, including P.O. Boxes and all military locations via their APO and FPO addresses. All items are shipped by USPS Priority Mail.

When will my order ship?
Orders are shipped in 2-3 business days. You'll receive an email notification with a tracking number once your package ships.

How fast is shipping?
USPS shipments are usually delivered within 2-4 business days.

How much does shipping cost?
For orders of $60 or more, FREE shipping is provided. For orders under $60, shipping costs are automatically calculated during the checkout process and are based on weight and mailing address.

Returns & Exchanges

What is your return policy?
All sales are final.

We accept returns or exchanges for product 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 promptly and accordingly and make sure your replacement is sent out. If a replacement item is not available, we will refund the full purchase price.

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."

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 us with 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.