FAQ

What is Stubby Legs?

Stubby Legs is a website built by passionate pet owners who wanted to create a community and resource for folks like themselves.
We are an American-owned and built brand that is headquartered in California.

What’s your privacy policy?

We never share your information with outside sources. All the information you put into our site is encrypted and secure. Sometimes we use the sales data to make better advertising campaigns and to change up the products we offer. For the full privacy policy, please click here.

Is it secure to put my credit card information on your site?

Absolutely! We use PayPal to process all of our transactions and the main reason is to make sure your information is kept safe under lock and key. Every part of the payment process is highly encrypted.When you click the “Pay Now” button, you get taken to PayPal with bank-level security and they process your payment there. They are the only ones who see your information.

Can I use my discount code more than once?

Usually, yes! Often times if we are running a promotion, you can use the discount code multiple times, but you must place separate orders. Keep in mind, discount codes either work for products or shipping – not both.
If you have an issue with a discount code or yours has expired, send us an email at stubbylegsco@gmail.com and we will do our best to fix it!

The item says it’s free, but I was charged for shipping – why is this?

When we run free promotions or offer giveaways, we discount the entire cost of the product to you! It’s a great deal! Unfortunately we can’t include shipping costs in that. Normally, shipping costs are just a few dollars based on where you are located.

What is a Pre-Order?

A pre-order is kind of like a waitlist. We offer a way for customers to place their order and get first in line for when we receive the product at our warehouse.

When will my pre-order ship?

Pre-orders ship out all at once, so everyone who has placed and paid for their order will get notifications within 24 hours of shipment. This usually happens within a week of the pre-order ending.

When will I get charged for my pre-order?

All pre-orders are required to be paid for up front. You will be charged for your purchase when you place your pre-order.

Can I cancel my pre-order?

Yes! At any time before the order ships you may cancel your order and you will receive a full refund.
If you cancel after the order ships, please refer to our Returns & Refund Policy.

I never received an order confirmation email. Can you help?

Absolutely! First, please look in your spam or junk folder. If nothing comes up, try searching your email for “Stubby Legs.” If you still don’t see one, send us an email with the following information and we will try to find it for you! It’s likely just due to a typo – those darn keyboards can be tricky! Your email request should include: name, phone number, email address, product ordered, and shipping address.

Can I cancel my order?

We allow for order cancellations within the first 24 hours after an order is placed. For pre-orders, you may cancel at any time before the item ships.

Can I change the address on my order?

Yes! Please e-mail us right away! Normally, we can change your shipping details within the first 24 hours after an order has been placed.

Do you ship internationally?

Yes we do! While we try to make our products available in as many countries as possible, certain countries may not be available due to shipping, etc.
For international orders, your product will come directly from our manufacturer, so you may see a return address in China, Thailand, or other country.
Additionally, some of our items shipped internationally may not be eligible for return due to customs regulations.

I haven’t received my order yet. Can you help me out?

Yes! Please look at your order confirmation / shipping email for the timeframe you should expect the order.
Sometimes orders can take 2-3 weeks to deliver if we send them direct from our manufacturing partner. This is because we are a small business and need to cut out the middleman (warehouse).
If you took part in one of our pre-orders or “drops,” all the products ship at one time to all customers. This happens after the pre-order has ended to allow for everyone to place their order.

I never received my order. Help!

Oh no! We are dedicated to making this a fun and pleasant ordering experience. If it has been more than 40 days since you ordered (the maximum delivery time), let us know and we will re-send the order.
Often, we are tracking your orders from our end and will get in touch with you to let you know what’s going on beforehand. We like to be on top of it!

My order arrived broken.

All of our products are sent out in good packaging and in excellent condition. Sometimes, damage during shipping can occur and nobody knows until the package is opened. Rest assured, we will take care of it for you. Just send us an email and we will make it right!

I only received part of my order. Where are the other items?

Depending on what you order, it may come at different times due to a variety of factors. The most common is because our softgoods (t-shirts, hats, etc.) and hardgoods (leashes, collars, etc.) are shipped from different locations. Please double check your order confirmation or shipping confirmation for more details on when the parts of your order should be arriving. If you still have questions, please email us!

Can I return an item I don’t like?

Do you offer exchanges?

We don’t currently offer exchanges, however some products we may have additional stock at our office. Contact us for more info and we are happy to help in any way we can!

What is the warranty on my product?

Some items (like our Hyperbrite pet safety gear) come with a lifetime No-Hassle Warranty! This means you’re covered no matter what happens.
Other items (like t-shirts, hats, and clothing) don’t come with warranties. Make sure to read the full product page to see if yours is covered.

My item broke, how can I get it replaced?

Oh no! We know our products are made to be incredibly durable, but sometimes life happens! Check out our No-Hassle Warranty for more info.