FAQ’s

We strive to provide you with a pleasant shopping and delivery experience.

If you have any questions that are not on the FAQ page, please Email us info@luckydog.co.za or Phone (021) 554 3017 or Skype: luckydoggiftservices and we will reply to you within 24-48 hours 🙂


Here are the most common questions we get asked, but if you need to know anything else, simply drop us a line!

WHAT IS YOUR REFUND POLICY?

We offer a 100% Satisfaction Guarantee – which means we will refund your money if you are, for any reason not satisfied with your order within a 14 day period. We want to provide a risk-free shopping experience and trust our customers to not take advantage of this offer.

In the unlikely event that you are unhappy with our products, then please contact us and we will investigate further to either issue a refund, provide support or resend your order. Refunds & returns will not be processed after 14 days except where a guarantee claim is made. Thanks for understanding!

WHY HAVE I NOT RECEIVED ANY ORDER CONFIRMATION DETAILS?

You may have entered your email incorrectly at checkout. Throughout the process we send 3-4 emails, including an order confirmation, a fulfillment notice, and a shipping notice. Please contact us and we will sort out any issues.

WHAT IS LUCKY DOG GIFT SERVICES?

Lucky Dog Gift Services is a subscription gift service that sends out a tail-wagging box of dog-related goodies to our subscribers each month. Our online shop also has a variety of items to spoil your best furry friend.

HOW DO I PAY?

There are many choices at checkout which include credit card, debit card, Instant EFT or Bitcoin payments. More information on our secure payment gateway Payfast can be found here. For EFTs our banking details are: Eboy Marketing (Pty) Ltd. (t/a Luckydog), First National Bank (FNB), Bayside Branch, Cheque Account no. 62453498084, Branch Code: 250655

GIFT BOXES DELIVERY TIME & WHAT TO DO IF I DON’T RECEIVE MY PARCEL?

All gift boxes will be sent out on the 15th of the month and should take between 2-3 work days by courier to get to you, unless you have opted for postal delivery which can take up to two weeks. If you sign up and pay before the 30th of the month, you’ll receive your box the following month. If you signed up after the 30th, or your payment is delayed, you will receive your first box the month after. You need to notify us if you haven’t received a box and we’ll then track the parcel from there. All our Lucky Dog Gift Boxes are sent out on the same date, but we can certainly try make a plan if you want delivery on a different date.

I FORGOT TO RENEW MY SUBSCRIPTION AND WANT TO RESUBSCRIBE!

No problemo! Simply place your order, log in with your username and password and make the payment. If you missed the current months dispatch date and would like a catch-up box, contact us and we’ll make a plan.

WHAT DO I DO IF I WANT MORE OF SOMETHING IN THE GIFT BOX?

We sometimes tell you what’s in the box, with details of where you can buy more but if not, please contact us for details.In some cases you’ll be able to buy through us and we can slip it into the next box you get or post it separately (additional postage/courier may apply).

I FORGOT TO UPDATE MY DETAILS AND MY PARCEL HAS BEEN SENT TO THE WRONG ADDRESS!

Okay, first call us in case your parcel hasn’t been sent out yet! If it has, you’ll have to collect it from your old address. And don’t forget to update your change of address by editing your profile..

I HAD A PROBLEM WITH ITEMS IN MY PARCEL, WHAT DO I DO?

Yikes! Please contact us and let us know what the problem is. We’ll do our best to sort it out

MY BOX WAS DAMAGED/OPENED WHEN IT ARRIVED, WHAT DO I DO?

Double yikes! Please email us with a photo and detail of the damage. We’ll assess the situation and get it sorted.

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