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| About
Us |
| Inspired by the new sport of dog agility and the need for interactive training toys, Linda Martuch, a self-proclaimed agility addict, began making
Genuine Dog Gear training toys in 1998. The company has flourished along with the popularity of dog sports and is now the world's largest manufacturer of interactive dog training toys. Having established a strong track record of excellence in product quality, the
Genuine Dog Gear product line now encompasses a very large selection of training toys and leashes, and can be purchased on-line, at performance events and in stores throughout the country.
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| On-line ordering, payment & notification |
| Purchases made on this site will reflect a charge from
Sylvan & Sons, the parent company of Genuine Dog Gear. We use
secure servers so your credit card information is secure and safe.
Order notification After you place your on-line order you will receive an automatic reply from the web site that includes your order information. If you do not receive an automatic notice, either your e-mail address was entered incorrectly, or your order was not placed. Please
contact us if you don�t get an automatic notice.
Shipping notification We send a shipping notification on the day we ship your order. If you do not receive this notification by the end of the day following the day you placed your order (or the following Monday) please
contact
us. Either your e-mail address was entered incorrectly or the order was not completed. |
| Shipping information |
Delivery Times We ship each weekday, and most orders go out within 24 hours or less from the time they are placed. We do not ship on Saturday or Sunday. Orders that are placed on the weekend ship on Monday. Orders placed after 3 p.m. Eastern time usually ship the next day; if the order is placed before 3 p.m. it may go out the same day it was placed.
Tracking If you choose shipping via UPS we will have the ability to track your package. If you select Postal service or free shipping we won�t have that ability. If your order hasn�t arrived within an appropriate amount of time, please contact us immediately. UPS shipments are guaranteed and can be replaced. Postal Service shipments are not guaranteed and will not be replaced.
UPS, no PO Boxes! UPS does not deliver to post office boxes, so we must have a street address for delivery if you choose this option. |
| Delivery time |
| How many days? If you live in Florida or southern Georgia delivery usually takes 1- 2 days. Packages will take 2 - 3 days to be delivered in the broader southeastern states and 3-5 days for most of the rest of the nation. The west coast usually takes 5-6 business days for delivery, depending on how close you are to a major metropolitan center. We do ship to Canada, Europe and Asia. Outside the USA there are additional shipping charges.
Faster Service Shipping can be upgraded. 3-day select or priority mail are cost-effective upgrades if you are in a hurry. The additional cost for upgraded service is calculated during checkout when you select the upgraded service. Note: UPS doesn't count the pickup day in delivery times. So if you place an order
after our 3 p.m. Eastern time cut off on a Monday, UPS will pick up your order Tuesday and deliver on Friday. Next day air packages are delivered the day after they are picked up, and 2nd day air packages are delivered 2 days after the day they are picked up. |
| Guarantee |
| All Genuine Dog Gear products are guaranteed free of manufacturing and material defects. Our products are color fast, machine washable, and drop & drool resistant. |
| Returns and exchanges |
To return an item Should it be necessary to return an item that you purchased from us, return the item to the address below. You must include your name, credit card number, a return address and a phone number for us to call if we have any questions.
We don't keep credit card information on file! Therefore, credit card number, expiration date and security code must be included!
Return to:
Sylvan & Sons/Genuine Dog Gear
17714 Simms Rd
Odessa FL 33556
Include inside the package:
Name
Address
Phone#
Credit Card number, expiration date and security code
Instructions for exchange or return
Without this information we won't be able process your request. If you have a question for us before returning an item, please
contact
us. |
| Customer Service |
| To send us a question via Email click
here, Office hours are 9 a.m. to 5 p.m.. Monday through Friday Eastern time. Call Toll-Free, 800-292-6393. |
| Privacy |
| Our Privacy Policy is very simple: we do not share, trade, sell or give away any customer information of any type. |
| Wholesale |
| For wholesale ordering information please contact our office at 813-920-5241.
Thank you for considering our products! |
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