Administration

DogCoach ApS
Herstedøster Skolevej 13B
2620 Albertslund

Tel: +45 2869 1519
Info@dogcoach.dk
CVR 38 29 58 53

Warehouse

Bøgsted Lager ApS
Aalborgvej 707
9320 Hjallerup
Denmark
Tlf +45 51 88 02 02

Ordering an item

To order an item, add your desired items to the shopping cart and use the check out functionality. You will receive an order confirmation from us by email.

Save the confirmation email, as it is your proof that the order has been registered.

Your order number is a 4-digit number that appears on your order confirmation.
When the item is shipped, we will charge the amount to your account. You can always follow your shipment via the track and trace link you receive via email and on your phone. The item will be delivered as quickly as possible via GLS by our warehousing partner, Bøgsted Lager. It is not possible to pick up the item in person as we use a full-service, third-party warehouse.

Exchange

We offer a 100 day return guarantee on your goods. Items must be intact and in the original packaging to receive a refund.

If you ordered the wrong size, we are happy to refund your order within 100 days. Your order will be refunded if the item is returned intact and in unbroken packaging. Note the return shipping cost is the responsibility of the buyer.

If you need to exchange to a different size, simply follow the procedure on the right.

How to return your item to the warehouse:

    • If you wish to return your item, then you have to order a return label at the nearest UPS packing point.
    • Find your nearest drop off at www.ups.com/dropoff/
    • Fill out the paper, where you can describe the problem and remember to include it in the return package.
    • Remember to state your order number (4 digits) and the reason for returning the product.
    • Once the package has been received and checked by our warehouse then you will get your money refunded.
    • If you wish to order a different size, then you must create a new order.

    This procedure ensures the quickest possible processing time, and

    minimizes errors related to our available stock and warehouse.

    •  

    Please note that we have a full service warehouse to handle our shipments, which will refund you the money directly when the package is received and everything checks out.
    It takes about 2-3 business days (maybe longer during busy seasons.

    NOTE: If you are exchanging to a different size, you will automatically receive a refund when the warehouse receives your item. You need to order the correct size from our web shop.

    If you need help, you can always contact our customer service department Monday-Friday at info@dogcoach.dk.

    Support emails are answered Monday-Friday, and you can typically expect a response within 24 hours (excluding weekends or holidays.)

    Warranty

    In the event of a manufacturing defect on your DogCoach product (defective zippers, buttons, etc.), please send a photo and description of the defect to our customer service email. Remember to include your order number so we can help you as soon as possible. Warranty does not include normal wear and tear.

    Prices

    All prices quoted in the web shop include 25% VAT. Subject to force majeure and tax changes.

    You will not be charged a shipping fee for purchases over DKK 1000.

    Disclaimers

    We reserve the right to make price changes, and are not responsible for typos and sold out items.

    Shipping

    We ship worldwide. You will receive notification by email and text when items ship.

    Payment

    The following payment methods can be used on our web shop:
    VISA / Dankort, VISA, VISA electron, Paypal, Viabill and Mastercard.

    You can also use MobilePay Online.

    We will only charge your account when the item is shipped. You will never be charged a higher amount than what you approved for the purchase.

    All transactions are encrypted. SSL encryption is used, which provides a very high level of security for confidential information that cannot be intercepted by third parties. Security is constantly monitored by some of the country's most skilled IT security consultants. That is why you can safely shop with us.

    Personal data

    When you shop at our web shop, you must provide the following personal information:

    • Name
    • Address, postal code and city
    • Mobile phone number
    • Email

    We only require your personal data for shipping and delivery purposes. Personal data is stored at DogCoach and deleted after 5 years.

    We only collect personal information through our website when you give your explicit consent, so that you are informed of exactly what information is collected and why.

    You can always request that your data be deleted afterwards. We do not store customer information on encrypted servers. We do not share customer information with encryption.

    When you sign up for our newsletter, we collect your email address. The email address is not shared with others.

    You have the right to object to your information being collected by DogCoach, and you have the right to know what information is stored about you. You have these rights under the Personal Data Act. All inquiries can be sent to DogCoach via email: info@dogcoach.dk

    Return / exchange

    We offer a 100-day return guarantee on your goods. Items must be intact and in the original packaging to receive a refund. The return period expires 100 days after the day you;

    • Have received your item or
    • Receive the last item from an order of several different items delivered individually

    You must notify us within 14 days of receipt that you wish to cancel your purchase by contacting info@dogcoach.dk. Please remember to include your order number.

    Condition of returned goods

    You are only liable for any deterioration in the value of the product that occurs besides the ordinary handling to determine the goods nature, properties and functionality. In other words - you can try the item in the same way as if you tried it in a physical store.

    If the item is used more than as described above, we consider it used, which means that upon return of the purchase you will only receive part or none of the purchase amount, depending on the trade value of the item.

    Therefore, in order to receive a full refund, you must treat the item as you would in a physical store. You may try out the item, but not put it into actual use.

    Refund of the purchase price

    If you return your purchase, you will be refunded the purchase price. In the event of any deterioration for which you are liable, this amount will be deducted. If you cancel an order, we will refund all payments received from you, including delivery costs (but not additional costs if you choose a more expensive delivery method than our standard delivery), without undue delay and at the latest within 14 days from the date we received notice of your decision to cancel the purchase.

    We will refund your purchase using the same payment method you used in the original transaction, unless you have explicitly agreed otherwise.

    We may withhold the refund until we have received the item back, unless you have provided documentation for returning it.

    Complaints

    All purchases are covered under the Danish rules of commerce.

    When you shop at DogCoach.dk you have 24 months to lodge a complaint. This means that you can either get the item repaired, replaced, refunded or discounted, depending on the specific situation.

    Of course, it is a requirement that the complaint is justified and that the defect did not arise as a result of improper use of the product or other injurious behavior. Note that complaints may include production defects or similar, not damage as a result of use.

    How soon should I make a complaint?

    You must complain within a "reasonable time" after you discover the defect in the item. If you make a complaint within two months of discovering a defect, the complaint is considered timely.

    Complaints should be sent with the order number to info@dogcoach.dk with a photo and thorough description of the defect.

    We will refund shipping costs

    If the complaint is justified, you will of course not be charged for the use of the enclosed return slip.

    Return of a defective item:

    We evaluate each case individually and issue a return slip as needed.
    We will not refund the postage for any item shipped back to us, unless otherwise agreed.

    We need the following information when you ship the item to us:

    Order number and a copy of your order confirmation. When returning the item, please state what the problem is as detailed as possible. Note that we do not accept parcels sent by COD post or similar. Remember that the item must be returned in proper packaging, and remember to get a receipt for shipping so that we can reimburse your shipping costs.

    Complaint address

    Complaints about your purchase should be sent to our customer service department: info@dogcoach.dk

    Update

    Our terms and conditions were last updated on: April 2020.