Customer Service

Ordering & Payment

Need help?

We value our customers and we want to do everything in our power to make your shopping experience both pleasurable and efficient. We do our best to answer you within 24 hours or less. If you have any questions about our products or are seeking advice or information about a particular product, please email us at olive@olivegreendog.com.

Order status

If you placed your order through a password-protected online account, you may check the status of your order at any time by clicking on My Account, signing in and selecting Order History. Here you can view your orders and track shipments. If you checked out as a guest, you will not have access to your order history. Feel free to email or call us for shipping information.

Changing or cancelling an order

Once you click the "Submit Order" button, the fulfillment process begins. If your order has not yet shipped, we are happy to accommodate any changes. If your order has already entered the shipping process, it cannot be changed or cancelled.

Out of stock items

Olive stocks everything with few exceptions which are noted in the item description. However, if you order an item that is out of stock we will take one of two courses of action. If the item is due to arrive within 5 business days, we will hold back your order and send it when we have the item in stock. This helps us to minimize our carbon footprint and reduce the environmental impact of extra packaging. If this is the case you'll be notified through email. If the item is due to arrive beyond 5 business days, we will send out the balance of your order and then send the additional item to you when it is in stock at our expense.

If you choose an air express shipping method like USPS Express Overnight Delivery or FedEx 2 Day Delivery and an item or items are out of stock, we will ship what is available immediately, and the remaining items will be shipped via FedEx Ground or Post Office Priority Mail when they are back in stock. If the shipment is 1 pound or less your ship method will be Post Office Priority Mail, if it is more than 1 pound it will ship via FedEx Ground.

Your credit card will be charged for the full order at the time of your purchase. Should you not want the order to be processed in this way, please contact us and we will arrange to cancel the outstanding item and credit your account.

Promo codes

If you have a valid promo code, make sure to read the exclusions and instructions carefully. Please pay careful attention to the offer’s start and end dates. Promo codes must be used at time of purchase. We apologize but we cannot apply promo codes after the transaction is complete.

Sales tax

Sales tax is charged only on orders sent to destinations within the state of Texas.

Tracking your package

• If you choose FedEx as your shipping option, you will receive an email after your order has shipped containing your tracking number. (track it here)
• If you choose USPS Priority Mail as your shipping option, you will receive an email after your order has shipped, containing a delivery confirmation number. This is not the same as a tracking number and only confirms shipment and delivery times. It provides limited information about your package while it is in transit. (track it here)
• If you choose USPS First Class Mail International as your shipping option, no tracking information is available - First Class Mail is not trackable.

EGift Cards

• Please call or email if you would like to purchase an EGift Card. TF: 877 654 8355; email: info@olivegreendog.com

By purchasing an Olive eGift card, you agree to and accept the following conditions:

• Olive is not responsible for inaccurate email addresses entered.
• Please ensure that the recipient's email address is active and accurate.
• Olive is not responsible for lost or deleted eGift cards.

Gift Wrap

Yes, we can wrap for you! For $5.00 per item we'll make it look very special!  Just check the box next to "Gift Wrap this Item" on the item's description.

Shipping methods & tracking

Olive ships via Fed Ex or United States Postal Service (USPS). Olive uses "Best Price Shipping" to find the quickest and most affordable shipping & handling options for your order. Each order is calculated individually, factoring in the weight, size, and destination of your order. On the Checkout page you will be offered Shipping Method choices and their prices. Oversized and overweight packages may incur additional charges.

Free Shipping applies to orders shipped within the contiguous 48 states - no APO/FPO, Alaska, Hawaii or International orders.

All Free Shipping orders will be sent via USPS Mail or Fed Ex Ground Service, at our discretion, which may take up to 5 days in transit, plus 1 to 2 days for order processing [not including Sundays]. If you need the order urgently, we suggest you upgrade to a FedEx 2nd day or FedEx Standard Overnight service.

Once your order ships you will receive a confirmation email with a USPS or Fed Ex Tracking Number. 

U.S Shipping Methods

USPS Priority Mail

• Priority Mail shipments usually arrive within 3-5 business days as specified by the Postal Service.
• Tracking on USPS Priority Mail is limited and not a date-certain delivery method. 
• If you require tracking or date-certain delivery on your shipment, please choose our FedEx 2-day or FedEx Overnight options.

FedEx Ground

• Deliveries in 1 - 7 business days based on destination. Provides tracking.
• FedEx Ground to Residences: Does not move on Sunday or Monday, no Sunday or Monday deliveries
• FedEx Ground to Businesses: Does not move on the weekends, no Saturday or Sunday deliveries

FedEx 2 Day

• Delivery by 4:30 p.m. in 2 business days to most areas (by 7 p.m. to residences). Provides tracking.
• Service Days: Monday thru Friday; no Saturday or Sunday deliveries.
• Orders placed after 12:00 pm CST will ship on the following business day. If you need your order shipped same day, please give us a call.

FedEx Standard Overnight

• Next-business-day delivery by 3 p.m. to most U.S. addresses; by 4:30 p.m. to rural areas. Provides tracking.
• Service Days: Monday thru Friday; no Saturday or Sunday deliveries.
• Orders placed after 12:00 pm CST will ship on the following business day. If you need your order shipped same day, please give us a call.

International/Overseas shipping

Shipments to countries outside of the U.S. may incur delay due to handling of duty and customs. Duty charges are always the recipient's responsibility. Most countries charge customs duties and tax on items shipped from the U.S. Please check with your country's customs department for more information about these charges. These duties are NOT included in the item price or shipping charges. Duties and taxes are usually collected by the shipping company.
Olive proudly supports shipping to Military APO/FPO addresses via USPS Priority Mail.

International Shipping Methods

USPS Priority Mail International

• Tracking on USPS Priority Mail International is limited and not a date-certain delivery method. 
• Priority Mail International shipments usually arrive within 6-10 business days. 

USPS First Class Mail International

• Althought this is a cost effective method of shipping, it is the slowest.
• USPS First Class Mail International is NOT a trackable, date-certain delivery method. 
• Packages shipped via this method usually take 1-8 WEEKS to arrive. 
• Because packages sent via this method are NOT insured, lost shipments are your responsibility.

Shipping costs for beds & oversized items

Shipping and handling for all beds and other oversized items may require additional shipping charges. We will contact you if there will be any additional shipping fees.

Items shipped by a third party

On rare occasion items may be shipped directly from a product manufacturer or by a third party. You may receive separate shipments of your order if this occurs.

Recycled packaging

In keeping with our mission to help preserve the planet, Olive reuses shipping cartons and packing materials. If your shipping carton arrives looking like it's been used before-it probably has! New boxes and mailing envelopes are made of recycled post-consumer materials. Tissue paper used is made from recyclable content. We also use corn-based, biodegradable peanuts to help protect your order during shipping.

Returns and Exchanges

Returns

We appreciate your business and want you to be completely satisfied with your purchase. If for any reason you wish to make a return, we will be happy to help you.

• All returned items must be in new, unused and re-sellable condition and received by us within 30 days of receipt of purchase. All tags must be attached. Please make sure all pet and human hair is removed and item is in clean, sellable condition. NO EXCEPTIONS.
• Please complete this return form or the one included with your order.
• Securely pack your return merchandise to protect it from damage during shipping. 
• Olive is not responsible for packages lost or damaged during return shipping.
  
• Items received as gifts can be returned for store credit.
• Original shipping and processing fees are nonrefundable. 
• Return shipping expenses are to be paid by the customer. 
• Please allow up to two billing cycles for refunds to appear on your credit card statement. 
• An e-mail notification will be sent once the return has been processed.

Non Returnable Items:

• Sale items are final and non-refundable
• Custom orders
• Personalized or engraved items
• Toys
• Food and perishable items

Please send all returns to:

If you have any questions or concerns, feel free to contact us at info@olivegreendog.com or call 1-877-OLIVE-55. 

Exchanges

We cannot process exchanges at this time. The original item(s) must be returned and a separate order placed for any new merchandise; placing the new order at the same time as you send the return will ensure that you receive the item(s) you desire.
Feel free to give us a call and we'll help you through the process. We'll have to charge you for the new item at that time but once we receive your returned item, we'll credit your account for the amount of the return.

Custom-order policy

Please measure your pooch accurately; carefully proofread any names/information on engraved items as custom orders cannot be cancelled, exchanged or returned. Please note that tags and some custom-made items ship directly from our designers, so they may exceed standard ship times.