FREQUENT ASKED QUESTIONS 

CONTENT

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


Top dog cool cat / Sabine Kreuzspiegl currently offers the following payment methods:

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

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

Klarna Sofort: With SOFORT Überweisung you conveniently make a transfer for the respective amount to your online banking account while you are still placing your order. Top dog cool cat / Sabine Kreuzspiegl receives a real-time confirmation after the completion of the SOFORT transfer. Thus, the processing of the order can take place promptly.




2) Orders and returns


Here you can find some helpful information for customer orders in Europe & US.

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 have to fill out new paperwork if I want to return my purchase?

No, you can continue to fill out a copy of the pro forma return invoice as usual.




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


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




4) How can I reset my password?


If you have forgotten your password, request a link to reset it or follow the "Forgot your password?" link on the "Log in / Sign in" page.




5) What does shipping cost?


You can find all detailed shipping costs under Shipping and Returns: https://www.topdogcoolcat.com/versand-retouren.

The cost of standard shipping for orders over EUR 150, - are free of charge within the EU.

Standard shipping

Austria: 1-2 working days, cost EUR 4,90,-.

Germany: 2-4 working days, costs EUR 6,90,- up to 5kg, over 5kg EUR 9,90,-

Switzerland: 2-4 working days, costs EUR 18,- up to 2kg, over 2kg EUR 24,-

EU-Europe: 2-5 working days, costs EUR 15,90,-

United Kingdom: 2-5 working days, costs EUR 18,- up to 2kg, over 2kg EUR 24,-

from an order value of EUR 150,- free standard delivery

Express Shipping

Germany: 1-2 working days, costs EUR 16,- up to 5kg, over 5kg EUR 25,-

EU-Europe: 1-2 working days, costs EUR 18,- up to 5kg, over 5kg EUR 28,-

Switzerland: 1-2 working days, costs EUR 20,- up to 2kg, over 2kg EUR 30,-

UK & USA: 1-3 working days, costs EUR 20,- up to 2kg, over 2kg EUR 30,-




6) Is the return and exchange of top dog cool cat goods within the EU and the US free of charge and taxes?


Yes, there are no additional charges if you exchange your purchase for another size.

For the UK: Please note that under the current situation exchanges and returns from the UK might take longer and might be obligatory to extra charges or additional handling fees.




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


Your refund from the EU and US will still include taxes and/or duties.

for the UK: due to the current situation there might be extra duties to be charged.




8) Will I receive an invoice for my order.


To be environmentally friendly, we are happy to send you a digital invoice via email.




9) Can I return items?


If you wish to exchange an item, please contact us within fourteen (14) days from the date of receipt of the delivery. Items must be unused and show no damage. The cost of mail/courier shipping for returned merchandise is the responsibility of the buyer, unless the original item was misdelivered.

Please package the item carefully so that it arrives undamaged. You are responsible for the package until it reaches us. Therefore, please make sure your item is insured or can be tracked. We recommend an insured mail/courier shipping method, as we cannot accept liability for items that we have not shipped ourselves.

Custom made items are excluded from this rule.




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


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 our Customer Service as soon as possible, customerservice@topdogcoolcat.com

and we will see what we can do.

If you notice a price change on an item you purchased, please email our Customer Service team and we will see what we can do.




11) What do I do if I believe an item I purchased on your website is defective?


Just send an email to customerservice@topdogcoolcat.com and we will look into it for you. When you contact us, please include your order number and photos of your item. Please note that items damaged by normal wear and tear, accident, or your own misuse will not be considered defective.

In the event of improper use of the items ordered, such as.

- Damage caused by chewing or biting

- scratches, abrasions, grinding marks

- Damage due to improper care and use

- Damage due to excessive use in water and dirt

- Natural signs of use on leather products (scratches, cracks, scars)

no liability is assumed. This does not affect your legal rights.




12) Do you have promotions for free shipping?


From time to time we offer promotions with free shipping and other benefits and exclusive offers. If you would like to be notified by email of our upcoming promotions, sign up for our newsletter mailing list. Please note that free shipping will be applied to your order on the payment page.




13) How long can the delivery take?


You can find the associated delivery time with each product. We usually ship in-stock products within 2 business days of receiving your order, the delivery time is 2 - 5 business days for standard shipping in Europe and 1-3 business days for express shipping.

A general overview on delivery times and cost for all our destinations you will find under Delivery & Returns www.topdogcoolcat.com/deliveries-returns




14) What size should I buy for my pet or me?


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 look up our size guide and product measurements on each product page. At the size guide which you find in the footer of our website you will get an overview on all sizes for our products. Click here for size guide

If you need expert advice on the size selection, contact us directly via email. info@topdogcoolcat.com




15) How do I care for the top dog cool cat products?


Please follow the instructions provided with each product.

Textile leashes

We recommend washing or scrubbing our products simply by hand, with lukewarm water and soaps. Should you ever want to wash your leash completely, it is recommended to put the textile leash in a cloth bag at max 30°C in the washing machine in the gentle cycle so that no damage occurs. Do not put it in the dryer.

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 outside influences. Too much water or moisture or too long exposure to sunlight, the material can become a little wider, in very rare cases discolor or even get scratches / cracks. Since we only receive fresh leather, this cannot be prevented with the pure natural product, but 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 avoid leaving it in the sun on hot days with strong UV radiation. It is also recommended to maintain our leather with special leather grease and soft brush if necessary. Dirt such as mud etc. can alternatively be left to dry and then carefully brushed out with a soft brush.

Clasps & Carabiners

Clasps are easy to bring back to shine with brass cleaner. You can polish the items to ensure a new shine.

Beds, Pillows & Covers

Beds, Pillows & Covers: All covers are hand washable. Inner pillows are machine washable at 60°C and ideally gently tumble dry at 60°.





 

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