Question 1

1. How can I pay at top dog cool cat?

Accepted Answer

Top dog cool cat currently offers the following payment methods:

Credit cards such as Visa, Mastercard, AMEX as well as Diners.

Credit cards: You will be connected directly to your credit card at check-out via our payment portal in order to process your payment. The credit card details are transmitted in a secure payment window so that your data remains protected.

Question 2

2. Orders and Returns

Accepted Answer

Here is some helpful information for customer orders in Europe:

Do I have to pay additional taxes and duties?
No, you do not have to pay any additional taxes and duties. The final purchase price will be displayed at checkout as usual.

Do I need to fill out new papers if I want to return my purchase?
No, you can still fill out a copy of the proforma return invoice as usual

Question 3

3. Do I need an account to place an order?

Accepted Answer

You do not need an account to complete a purchase from us. However, if you register with us, you can save your address and card details via your top dog cool cat account so that you can shop more easily and quickly in the future.

Question 4

4. How can I reset my password?

Accepted Answer

How do I reset my password?
If you forgot your password, request a link to reset it or follow the "Forgot your password?" link on the Account page.

Question 5

5. How much does shipping cost?

Accepted Answer

You can find all the detailed shipping costs under Shipping and returns:(https://en.topdogcoolcat.com/versand-retouren)

The costs are free for standard shipping for orders within Austria over EUR 250.
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Austria: from 5,00 € | Estimated delivery time 1-3 working days
Germany: from 12,00 € | Estimated delivery time 2-5 working days
Switzerland: from 20,00 € | Estimated delivery time 3-4 working days
EU countries:  from 16,00 € | Estimated delivery time 3-5 working days
Europe (not EU): from 21,00  € | Estimated delivery time 4-5 working days
Outside of the EU: from 27,00 € | Estimated delivery time 7-9 working days

Question 6

6. Is the exchange within the EU free of charge?

Accepted Answer

Yes, there are no additional costs if you exchange your purchase for a different size.

Shipping costs must be paid by the customer.

Question 7

7. Will my refund still include taxes and/or duties?

Accepted Answer

Your refund will still include taxes and/or duties.

Question 8

8. Will I receive an invoice for my order?

Accepted Answer

In order to protect the environment, we will be happy to issue you with a digital invoice, which we will send by email.

Question 9

9. Can I return items?

Accepted Answer

If you wish to exchange an item, please contact us within fourteen (14) days of receipt of delivery. The items must be unused and must not show any damage. Postage/courier postage for returned items is the responsibility of the buyer unless the original item was shipped incorrectly.
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Please pack the item carefully so that it reaches us undamaged. You are responsible for the package until it reaches us. Therefore, please ensure that your item is insured or can be tracked. We recommend an insured post/courier shipping method as we cannot accept liability for items that we have not sent ourselves.

Custom-made products are exempt from this rule.

Question 10

10. Can I change or cancel an item from my order?

Accepted Answer

Depending on the status of your order, it is possible to cancel an item or request a different size for an item you have already purchased. Please note that we are unable to add an item to an existing order. If you need to make changes to your order, please contact office@topdogcoolcat.com (mailto:office@topdogcoolcat.com)

If you notice a price change on an item you have purchased, please e-mail to office@topdogcoolcat.com(mailto:office@topdogcoolcat.com)

Question 11

11. What do I do if I think an item I bought on your site is faulty?

Accepted Answer

Just send an email to office@topdogcoolcat.com (mailto:office@topdogcoolcat.com)and we will check it for you. When you contact us, please include your order number and photos of your item. Please note that items damaged through normal wear and tear, through an accident, or through your own misuse will not be considered faulty.

In the event of improper use of the items ordered, such as
- Damage from chewing or biting- Scratches, abrasions, abrasion marks- Damage caused by improper care and use- Damage caused by excessive use in water and dirt- Natural signs of wear on leather products (scratches, cracks, scars)
No liability is accepted. This does not affect your statutory rights.

Question 12

12. How long can delivery take?

Accepted Answer

You will find the corresponding delivery time for each product. We usually ship products in stock within 2 working days after receipt of the order, the delivery time for standard shipping in Europe is 2 - 5 working days.

You can find an overview of delivery times and shipping costs under Shipping and returns (https://en.topdogcoolcat.com/versand-retouren)

Question 13

13. What size should I buy for my pet or myself?

Accepted Answer

The size and fit of a dog and cat accessory often varies from dog breed to dog breed. To help you choose the right size, you can view the product dimensions on each product page under Sizeguide. 
The Size Guide, which you can find in the footer, gives you an overview of all sizes. Click here for the size guide(https://en.topdogcoolcat.com/size-guide)
If you need expert sizing advice, email us directly. office@topdogcoolcat.com(mailto:office@topdogcoolcat.com)

Question 14

14. How do I care for the top dog cool cat products?

Accepted Answer

Please see the instructions provided with each product.

Linen
We recommend hand washing or scrubbing our products with lukewarm water and soap. If you want to wash your leash completely, it is recommended to put the textile leash in a fabric bag in the washing machine at max. 30°C on the gentle cycle so that no damage occurs. Do not put in the dryer.
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Leather
Be careful with products made of leather or with leather parts. The leather parts are only dry cleaned and must not be washed. Our fine patent leather is a sensitive natural product that can react easily and sensitively to external influences. Too much water or moisture or prolonged exposure to the sun can cause the material to expand, in very rare cases discolour or even get scratches/cracks. Since we only receive fresh leather, this cannot be avoided with the purely natural product, but it gives the leather its own character with constant wear. You can slow down the process by avoiding contact with water or too much moisture if possible, or avoiding leaving it in the sun on hot days with strong UV rays. It is also advisable to care for our leather with special leather grease and a soft brush if necessary. Alternatively, dirt such as mud etc. can also be left to dry and then carefully brushed out with a soft brush.

Closures & carabiners
The clasps are easy to bring back to shine with brass cleaner. You can polish the elements to guarantee a new shine.

Beds, Pillows & Covers
Beds, Pillows & Covers: All covers are hand washable. Inner cushions can be washed in the washing machine at 60°C and ideally tumble dried at 60°.
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