customer service

contact information
Via email: customerservicegroup@planetdog.com
Via phone: 800.381.1516
Via fax: 207.761.2525
Via mail: Planet Dog, 49 York St., Portland, ME 04101

Hours of Operation
Customer Service is available via phone (800.381.1516), Monday Friday, 8:00am 6:00pm Eastern Standard Time. You may also contact us via email at customerservice@planetdog.com.

Planet Dog Sales Representatives' Contact Information Click here to find the Representative in your area.

Canadian Distribution
Our Canadian distributor is Distribution Ecosens. Please contact them directly with questions or to place an order. Click here for more information.
Via email: planetdog@ecosens.ca
Via phone: 514.482.2443 or 1.877.408.2443
Via fax: 514.482.0418
Via mail: Distribution Ecosens, 6030, ch. Cote Saint-Luc, Suite 402,
Montreal, Oc. H3X 2G7

Request a Print Catalog
Please e-mail customerservicegroup@planetdog.com or call 800.381.1516 with your business's name and address.

Terms
General Terms
Our initial minimum order is $150. Our reorder minimum is $150. Available payment methods include credit cards and Net 30. We accept AMEX, Master Card, Visa and Discover.

Customers may apply for Net 30 Terms. Please contact us or go to FORMS to download application materials, as terms are not automatically granted. Past Due accounts are subject to a 1.5% monthly finance charge. A charge of $30 will be applied for checks returned for insufficient funds. Planet Dog reserves the right to reinstate pre-pay terms based on payment history without notification.

International Terms
International customers must pay via Credit Card. Unfortunately, COD and Net 30 terms are not currently available internationally. All orders will ship UPS.

Shipping Information
Shipping charges
Planet Dog now has order-value based tiered shipping for your convenience. Please click here to view the rates. Shipping charges are applied at the time you place your order. The tiered shipping only applies to the contiguous U.S. States.

Shipping & Delivery
Merchandise is shipped FOB Portland, ME, via UPS to US addresses* and internationally via UPS. Please contact customer service with special delivery needs. Please anticipate an increase in order-to-shipping time during the holidays.

We make every effort to ship your order quickly. Average turn around time for orders is 3 business days. Backordered items will be shipped as soon as available. Items ordered together are not necessarily shipped together. Items purchased with credit cards will not be charged to your account until shipped. Please contact customer service regarding orders being shipped to a foreign address, rush deliveries, or shipments with special instructions.

*All orders shipped to Hawaii and Alaska will be shipped UPS Ground.

Returns and Restocking
Returns from customers
If one of your customers wants to make a return due to quality, please provide them a credit or exchange per your store's policy. Then, contact us and we will either credit your account or send you a replacement when you place your next order. Please advise customers at the time of purchase about toy durability and intended use of the products. Refer to our Chew-o-Meter for durability ratings for each of our Orbee-Tuff® toys. If the amount of damaged product exceeds $50, we require that you send it back to us.

Returns due to product defect
Please contact Customer Service at customerservicegroup@planetdog.com or call 800.381.1516 if you have further questions or need assistance.

Restocking Policy
We will accept undamaged products up to 30 days from the date of the order with preauthorization for a 10% restocking fee. This policy also includes order delivery refusals. Please contact us at 800.381.1516 or customerservicegroup@planetdog.com for further instruction.

Please ship returns and restock items to -
Planet Dog / Returns Department, 85 Bradley Dr, Westbrook, ME 04092

Sample Policy
Samples are provided upon request at wholesale prices. Planet Dog will credit the cost of the sample(s) to your account once a case order is placed. Please be sure to mention the sample credit upon ordering. Samples cannot be credited when ordering online. Credits will not be given 30 days after your order ships Limit one sample item per product per customer. Standard shipping and handling charges apply.

Promotions Policy
Planet Dog periodically offers promotions. These are valid on new orders and cannot be used on orders already placed. Promotional codes must be mentioned or entered at time of order and cannot be combined. Other restrictions, when applicable, will be clearly noted on promotional materials.

Other Important Information
Prices and shipping fees are subject to change without notice. All figures are in US dollars. And lastly...

If you need advice call us.
If you have an idea you want to share call us.
If you like something we've done call us.
If you just want to chat call us.
Because smiling faces and wagging tails are always guaranteed.
800.381.1516