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Q&A
Mission Collection
Q: Do all Thin Line K9 purchases support K9 organizations?
A: Only items specifically marked as "Mission Collection" contribute directly to K9 support organizations. Our Mission Collection features select designs where proceeds funds medical care for retired police dogs, protective equipment for active K9s, and service dog training for veterans. All other products are regular merchandise sales that help us grow the business and expand our charitable impact over time.
Q: How often do you make donations to K9 organizations?
A: We aim to make quarterly donations to our partner organizations and will soon provide updates on our website showing total amounts donated and specific projects funded. This ensures consistent support while allowing us to track and report meaningful impact.
Q: Do I get a tax deduction for buying Mission Collection items?
A: No, purchases are not tax-deductible donations since you're receiving merchandise. However, you can feel confident that your purchase directly contributes to supporting working K9s and their handlers through our verified partner organizations.
Shipping & Orders
Q: How long does shipping take?
A: Most orders ship within 3-5 business days and arrive within 7-10 business days via standard shipping. Since we use print-on-demand for quality control, each item is made fresh for your order. You'll receive tracking information once your order ships.
Q: Do you offer free shipping?
A: Yes! Use promo code ROLLCALL at checkout for free shipping on orders $75 or more. Only one promo code can be used per transaction.
Q: Can I track my order?
A: Absolutely. You'll receive a tracking number via email once your order ships. You can also check your order status by logging into your account on our website.
Q: What if my order arrives damaged or incorrect?
A: We stand behind our products 100%. Contact us immediately with photos of any damaged or incorrect items, and we'll send a replacement at no charge. Customer satisfaction is our top priority.
Returns & Exchanges
Q: What's your return policy?
A: We accept returns within 14 days of delivery for unworn, unwashed items in original condition. Since our products are made-to-order, we can't accept returns on customized items unless there's a defect or error on our part.
Q: How do I exchange for a different size?
A: Contact our customer service team with your order number and desired size. We'll guide you through the exchange process and get you the right fit as quickly as possible.
Sizing & Fit
Q: How do your sizes run?
A: Our apparel follows standard sizing. We recommend checking the size chart on each product page for specific measurements. If you're between sizes, we generally recommend sizing up for a more comfortable fit.
Q: Do you have size charts for dog products?
A: Yes, each dog product includes a detailed size chart with measurements for neck, chest, and length where applicable. Measure your dog before ordering to ensure the best fit.
Payment & Security
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, Shop Pay, and Venmo for secure, convenient checkout.
Q: Is my payment information secure?
A: Absolutely. We use industry-standard SSL encryption and secure payment processing through Shopify to protect your personal and payment information. We never store your credit card details on our servers.
Business & Contact
Q: How can I contact customer service?
A: You can reach us through our contact form on the website or email us directly. We typically respond within 24 hours during business days and strive to resolve any issues quickly and professionally.
Q: Do you have a physical store?
A: We're an online-only business, which allows us to offer competitive prices and focus on serving first responders and K9 supporters nationwide. All orders are processed and shipped from our fulfillment partners. However - we do attend local events such as the CT K9 Olympics!
Q: Can I cancel my order?
A: You can cancel your order within 2 hours of placing it by contacting us immediately. After that, your order enters production and cannot be cancelled, but you can return it following our return policy once received.
Account & Newsletter
Q: Do I need to create an account to order?
A: No, you can checkout as a guest. However, creating an account allows you to track orders, save shipping information, and receive exclusive updates about new products and sales.
Q: How often do you send emails?
A: We send newsletters with new product announcements, sales, and exclusive offers. You can unsubscribe at any time, and we never share your email with third parties.