All shipments are made from our Florida location.
Products with badges (the star shaped icons) indicating “GDG” (Genuine Dog Gear) or “Sylvans” products are manufactured and warehoused at our facility in Daytona Beach, Florida. We ship every weekday. We do not ship on Saturday or Sunday, so orders placed on the weekend ship on the same schedule as orders received Monday morning. Orders for products such as braided leashes that call for custom colors will be a bit slower, because we custom build each item after receiving your order.
Products with the “Partner” badge are manufactured and warehoused at other locations. We will submit your order to our Partner the same day we receive it, but shipment times for those products will typically take longer than for our Daytona products. We monitor our Partner orders continually and will act as your advocate if there are any delays. However, we can’t promise that Partner products will ship as quickly as the products we warehouse in Daytona.
Retail orders of $35.00 or more qualify for Free Shipping. Most orders that qualify for free shipping will ship via the US postal service first class mail service. Occasionally we may choose a different method depending on weight. See below for options regarding upgrade shipping options.
All disputes must be filed with the carrier. Please note that once the shipment leaves our facility, the arrival time estimates and the actual arrival time are the responsibility of the carrier only, and not that of our business.
NOTE: WE ARE NOT RESPONSIBLE for packages once they leave our facility.
We ship many orders qualifying for Free Shipping via United States Postal Service. Unfortunately, FedEx has a rule saying they will not allow us to display their rates alongside some other shipping vendor’s rate – such as the USPS. Since we ship the biggest majority of our orders via USPS, in practice this rule means that we cannot show FedEx as a shipping option for you to choose on the website. We will, however, ship your order via FedEx if it qualifies for Free Shipping and we determine that FedEx is the lowest cost option, or the best option for some other reason.
We can ship your order directly to someone other than the person who placed the order. If you would like to have your order sent to a friend or family, just fill in their address under “shipping address” during checkout, and fill in your address under billing address.
We ship via US Post Service and FedEx. In both cases, when we ship your order we will email you a receipt that identifies the carrier and provides a tracking number. You can track your order at the respective USPS or FedEx websites. USPS tracking has recently been enhanced to provide tracking outside of the US, where previously the tracking stopped at the US border. We do not yet have enough experience with this to know how reliable the International tracking is. Also, it may apply only to certain countries.
Overseas shipment costs will be calculated at checkout. Please note that you will prepay only for the shipping itself. There may be VAT, import duties or other taxes that you must pay in order to collect your order from your country’s Customs.
Tracking on US Postal Service shipments isn’t available after the package leaves the US. The US postal service doesn’t communicate with any other postal service. It seems to take quite a long time to get foreign packages delivered. Usually at least two weeks. We’ve never lost one, but some take an extra long time. Please be patient.
Federal Express does not deliver to post office boxes; we must have a street address for those deliveries.
Most of our packages ship via the US Postal Service. Usually those packages are delivered in three to four days. The west coast of the US may take a little longer. Occasionally the postal service encounters some difficulty, in which case delivery time can take longer in the US.
If you’re in a hurry PRIORITY MAIL is a cost effective option for upgrading delivery to the western and northeastern US.
Retail orders of $35.00 or more qualify for free shipping. Such orders are shipped via USPS or FedEx, whichever is lower cost (our option). Shipping can be upgraded at checkout for faster delivery. The additional cost for upgraded service is calculated during checkout. Upgraded shipping options are not free or discounted, and your expense is non-refundable by the Genuine Dog Gear/Sylvan & Sons team. All disputes must be filed with the carrier. Please note that once the shipment leaves our facility, the arrival time estimates and the actual arrival time are the responsibility of the carrier only, and not that of our business.
Note: FedEx Does NOT count the pickup day in delivery times. 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.
Call us with questions or to help track a package. Under special circumstances we take orders by telephone, but those orders will not be eligible for any sales promotion “coupons” that may be in effect at the time. Retail orders submitted at the website will generally reach the production floor more quickly than phone orders.
We’re in the office Monday through Friday from 8 am to 2 pm eastern time. Call toll free 844-224-0243. If those hours are not convenient, you can call us 24 hours a day and leave a message. All phone orders will have a 10% convenience fee added.
We only have one phone line and one ‘operator’. If you get a recording, please leave a message and we’ll call you back as soon as possible.
E-mail is always a good option for questions and a quicker response because of time differences. To send us questions via Email click here, we’ll reply as quickly as possible. We’re in the office Monday through Friday 8am to 2pm eastern time.