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 It’s possible your order was not completed, or it could be delayed.
Where do I find my tracking number? Your tracking number will be on the emailed copy of your sales receipt. And you will receive an emailed copy of the tracking number from our shipping software as well. If your order hasn’t arrived within an appropriate amount of time, please track your package or contact us to do that for you.How do ‘Free Shipping’ orders get sent? The free shipping packages usually get USPS First Class mail service.Can I use a P.O. BOX Address? Yes, unless you choose to upgrade to United Parcel Service delivery. UPS Will not deliver to post office boxes, so we must have a street address for UPS delivery if you choose this option.
How long will it take to get my order?
How quick do we ship? We ship each weekday, and most orders go out within 48 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 12 Noon Eastern time usually ship the next day; if the order is placed before 12 noon it may go out the same day it was placed.
How many days will it take to get my order? 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.
Where do you ship from? Our manufacturing facility in Florida.
Can I get faster delivery service? You will have the choice to upgrade to a higher level of shipping at checkout. 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.
How much longer do custom items take to ship? Custom color items, and some color requests can take up to a week to ship. If you have made a special request, or designated custom colors in your order. Please give us the time to custom make your items, this can take up to a week or more.
What kind of Guarantees does Genuine Dog Gear give me?
Product 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. Genuine Dog Gear products are not guaranteed for chew damage.
Why isn’t Chew damage covered? Genuine Dog Gear products are designed to be very very attractive to dogs. We WANT dogs to want to chew our products, AND our products must be safe for the dog. Our goal is for our products to YIELD to the dog, and the dogs teeth. Toys are replaceable, teeth, not so much. These two goals are incompatible with a chew proof toy. If the toy is tougher than the teeth, it’s not safe to train with. Therefore all the Genuine Dog Gear products are easily chewed. It’s up to you to monitor your dogs interaction with his or her toys.
How can I tell if damage is product failure or chewing? The pattern of chew damage is pretty distinctive, it’s frayed. Product failure will happen as a tear or separation and is a much ‘cleaner’ defect. Chew damage will sometimes show a pattern of missing material as well. We’ve seen a few examples of chew damage over the years, and some manufacturing problems as well, we’re pretty darn good at telling the difference.
What if my dog chews the toy. Can it be repaired? Sometimes. Leashes can be spliced, and some toys can be sewn back together. The cheapest method of repair is your home sewing machine, hand stitching with needle and thread, or take the toy (best if you wash it first) to a shoe repair shop or upholstery shop and ask them to sew it back together for you. This will save you shipping cost and time in transit.
What should I do if I believe I have a defective Genuine Dog Gear Product? Return it to the place of purchase. If you bought if from a vendor, please return it to them. We try very hard not to get between our dealers and their customers. If you purchased the toy from us, it will have to be returned for us to make a determination. We can’t make a good determination from a photograph, and will replace defective toys only if they’ve been returned to us.
Replacement for Defects Our quality guarantee is applicable on all Genuine Dog Gear products. Defective products will be fixed or replaced at our discretion. Genuine Dog Gear will be the sole and final decision maker regarding products that are chew damaged, or defective.
What kind of Guarantees does Sylvan & Sons give me?
Satisfaction Guarantee All Sylvan & Sons products If you are dissatisfied with your purchase, return that item within 30 days for a full refund of the purchase price of that item. The item must be returned in original, new, and resalable condition. Return shipping costs are not refundable and the original cost of shipping may be subtracted from the refund.
Workmanship and Materials Defects.Sylvan & Sons products are unconditionally guarantee against defects in workmanship and materials. If you have a product you believe to be defective and you purchased the product directly from Sylvan & Sons, please return it to us at the address below. Be sure to include your name, address and phone number in case we have any questions. We will fix or replace defective products at our discretion or refund the price of purchase if we find it to be defective and can’t fix or replace it. Sylvan & Sons will be the sole and final decision maker regarding products that are chew damaged, or defective.
One Time Replacement for Chew Damage Our chew damage guarantee is applicable on Sylvan & Sons products only and is good for one occurrence per item. If your pet chews a Sylvan & Sons product we will repair or replace that chewed collar, leash, or harness with an identical, or if no longer available, a similar item. Chewed items will be fixed or replaced one time only and the replacement or repaired item is not eligible for replacement or repair. The repaired or replacement item is considered to be the original purchase for the purposes of this guarantee. All shipping costs will be paid for by the purchaser, a self address stamped envelope must be included with the return, or payment of $3 to cover return shipping cost. This guarantee is good for products purchased directly from Sylvan & Sons only. Items purchased from independent retailers must be returned to the retailer and will not be handled directly by Sylvan & Sons.
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!
Sylvan & Sons/Genuine Dog Gear ,
3130 Plainfield Rd Unit 6 Dayton,
Include inside the package:
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. Or call us toll-free at 844-224-0243. Our office hours are 9 AM to 5 PM, Monday through Friday, Eastern time.
For wholesale ordering information please contact our office at firstname.lastname@example.org
Thank you for considering our products!