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- GENERAL INFORMATION
- SHIPPING TIMEFRAMES AND METHODS
- TRACKING AND UPDATES
- ADDRESS AND DELIVERY MANAGEMENT
- SHIPPING OPTIONS AND COSTS
- DELAYS AND SPECIAL SITUATIONS
- PRODUCT FEATURES AND DETAILS
- AVAILABILITY AND STOCK
- GENERAL RETURN AND EXCHANGE QUESTIONS
- CONDITION OR RETURNED ITEMS?
- REFUNDS AND EXCHANGE PROCESS
- DAMAGED OR DEFECTIVE ITEMS
- ACCEPTED PAYMENT METHODS
- PAYMENT FEES AND SECURITY
- CONTACT INFORMATION
GENERAL INFORMATION
Where are you located?
We are in Chicago, IL., USA
How old is this company?
We were founded in August 1991 and have been online since 1996.
Is this company African American owned?
Yes. 100% African American owned.
Do you sell wholesale to qualified retailers?
A retailer may purchase from Dobson Products after they submit their state issued resale tax certificate issued from their State Department of Revenue. Once the certificate has been received and approved, wholesale information will be forwarded to the retailer and their online status will be updated so that they will see wholesale pricing. The certificate may be emailed or mailed to Dobson Products. Note: Federal EIN certificates nor handwritten tax applications will be accepted.
What’s the difference between standard shipping and expedited shipping?
Standard shipping is the slowest method of shipping and expedited shipping is faster than standard shipping.
Do you have a fundraiser program?
We don’t have a formal fund-raising program; however, we can create a program for your organization.
Can you customize and/or personalize your products with my artwork?
Yes, we can customize and/or personalize our products with your artwork. We decorate most of our products in our Chicago location, however, we occasionally send decorating to other locations.
SHIPPING TIMEFRAMES AND METHODS
How long does it take for my order to arrive?
Orders are normally processed within two working days, and the shipping time depends on the carrier chosen and the method of shipment.
What shipping methods do you offer?
We offer whatever the USPS, FedEx and UPS offer.
Do you offer express or expedited shipping options?
Yes, these options are available from USPS, FedEx and UPS
What are your shipping rates?
For exact rates, you can place an order in our shopping cart, choose the shipping method you desire, and it will give you a shipping cost.
What’s the difference between standard shipping and expedited shipping?
Standard shipping is the slowest method of shipping and expedited shipping is faster than standard shipping.
Do you offer international shipping?
All three of our carriers offer international shipping. Standard shipping rates do not apply to international shipments. The lowest cost method of shipment will be used to ship your order.
Are there shipping restrictions for certain products?
To date, we haven’t had any restrictions on shipping any products.
TRACKING AND UPDATES
Is there a tracking number for my order?
When your order is processed a tracking number is emailed to you.
How do I track my order’s shipping progress?
You may click on the tracking number and/or paste the tracking number into the carrier’s website for the status of your shipment.
Do you offer shipping updates via email or SMS?
You may request updates on your order by going to the carrier’s website.
Can I specify a delivery date or time for my order?
You may request a specific delivery date by requesting an expedited delivery and checking with us to confirm that we can process your order in time to meet your date.
What happens if my order gets lost or damaged during shipping?
All our orders are insured and covered for loss and damage. If damaged, we may request a photo or product return as proof.
ADDRESS AND DELIVERY MANAGEMENT
Can I change my shipping address after placing the order?
If we haven’t processed your order, and you’ve contacted us, we can make an address change, however we can’t guarantee the shipping cost will be the same.
Can I reroute my package to a different address if I’m not able to receive it?
You may be able to reroute your package by contacting the carrier with your tracking number for an address change.
What happens if I miss the delivery attempt?
If you miss a delivery attempt, you’ll have to contact the carrier for options on getting your order.
SHIPPING OPTIONS AND COSTS
Can I combine multiple orders to save on shipping costs?
You may combine multiple orders by contacting us prior to placing your order or making a note in the comment section when placing your order. We can’t guarantee that combining orders will lower your shipping cost.
Do you provide free shipping on orders over a certain amount?
No, we don’t have free shipping on orders over a certain amount.
Do you offer local pickup as an option?
We don’t have local pickup as an option.
Do you offer signature confirmation upon delivery?
For additional cost we can offer signature confirmation upon delivery.
Is there a shipping cut-off time for same-day dispatch?
We don’t have a cut-off time for same-day dispatch, however many of our orders are shipped the same day, depending on our workload.
DELAYS AND SPECIAL SITUATIONS
What should I do if my order hasn’t arrived within the expected timeline?
If you have an expedited shipment with a guaranteed delivery date, please contact the carrier with your tracking number. If the order is confirmed as late, contact us and we’ll follow up with the carrier.
Are there any delays expected during holidays or peak seasons?
There are always delays expected during holidays and peak seasons, which are announced by the carriers prior to these times.
PRODUCT FEATURES AND DETAILS
What are the key features of each product?
Key features are listed with the description of each product.
How do the products work?
This information is mentioned in the product description.
What materials are the products made from?
This information is mentioned in the product description.
What are the dimensions and weight of each product?
This information is mentioned in the product description.
Are products available in different sizes/colors/variants?
This information is mentioned in the product description.
Can your products be customized or personalized?
Yes, most of our products may be customized/and or personalized. Please contact us for more information.
AVAILABILITY AND STOCK
Are the products in stock?
We have unlimited supply of each product until a stock level is mentioned on the site. If an item isn’t in our local warehouse, we can normally restock it within three to five working days.
Will products be restocked in the future?
If a product isn’t planned to be restored, there will be an inventory level for the product on the website.
How can I be notified when a product is back in stock?
If you contact us due to a low inventory level, we will contact you via email or in our newsletter.
Are there any quantity limits for purchasing a product?
We don’t have quantity limits on a product unless a product is being phased out and we can no longer restock it.
Can I pre-order a product?
You may pre-order a product and have it shipped later.
GENERAL RETURN AND EXCHANGE QUESTIONS
What is your return and exchange policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and the same condition that you received it. It must also be in the original packaging.
Can I return or exchange a personalized/customized item?
If we personalize or customize an item, it’s non-returnable.
How do I initiate a return or exchange?
To return or exchange an item, please contact us for a Return Authorization Number (RMA) before sending it back.
Can I start the return/exchange process online?
You may start the return/exchange process by sending forwarding an email or giving us a call.
CONDITION OR RETURNED ITEMS?
Can I return an item that has been open/used?
Products that have been opened and used are non-returnable.
Can I return or exchange a damaged or defective item?
Yes, damaged or defective items may be returned after proof has been made of the damage or defect.
REFUNDS AND EXCHANGE PROCESS
How long does it take to process a refund or exchange?
Please allow 24-48 hours to process a refund or exchange after the product has been received.
Will I receive a full refund for the returned item?
The returned item must be inspected prior to being refunded.
Can I exchange the item for a different size/color/model?
Products can be exchanged, however there may be a 20% restocking fee.
Do I need to pay for shipping when sending back a return or exchange?
Customers are responsible for paying to send back returns and exchanges.
DAMAGED OR DEFECTIVE ITEMS
What should I do if I receive a damaged or defective item?
Please email a picture of damaged or defective item.
Will I be reimbursed for shipping costs if I’m returning a damaged or defective item?
We will decide on how damaged or defective item returns are handled.
ACCEPTED PAYMENT METHODS
What payment methods do you accept?
We accept Apple Pay, Visa, MasterCard, American Express, Discover, PayPal, Shop Pay, checks and money orders. Checks or money orders must be accepted by the bank prior to shipping.
Can I pay with a gift card or store credit?
Dobson Products’ gift cards and store credit are acceptable forms of payment.
Can I set up recurring payments?
You may set up recurring payments through Shop Pay.
Do you offer financing or installment payment options?
You may set up installment payments through Shop Pay.
PAYMENT FEES AND SECURITY
Are there any additional fees for certain payment methods?
There are no additional fees other than the product and shipping.
Is my payment information secure?
Our store is hosted on Shopify Inc. They provide us with an online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
Can I set up automatic recurring payments?
You may set up recurring payments through Shop Pay.
Can I split my payments between multiple methods?
Yes, if you make a partial payment using one method of payment, you may pay the balance due with another payment method.
Do you offer financing or installment payment options?
You may set up installment payments through Shop Pay.
Can I change my payment method after placing an order?
You will have to contact us via email or phone to modify your payment method.
Can I save my payment information for future purchases?
For security reasons, we don’t save payment information.
Do you offer any discounts or promotions for specific payment methods?
If we have any discounts or promotions, they will be mentioned on the website and/or in our newsletters.
CONTACT INFORMATION
Can I contact customer support for payment-related inquiries?
Yes, you may email or call customer support for payment-related inquiries?
What is your contact information (phone number, email address, etc.)?
Dobson Products, PO Box 496027, Chicago, IL 60649, kupman@dobsonproducts, 773-734-5325
What are your customer support hours?
Our customer support hours are from 9AM to 5PM, Monday through Friday
Do you have a live chat option for immediate assistance?
Our chat option is available whenever we have someone available to respond to a chat.
Can I contact you through social media platforms?
It’s best to contact us directly rather than using social media.
Can I request a callback from customer support?
You may request a callback via email or chat.
How long does it take to receive a response to my inquiry?
Normal responses can take up to 24-48 hours for your inquiry.
Can I request assistance in a language other than English?
We only type and speak English.
How can I unsubscribe from your mailing list or opt-out of communications?
There is an opt-out option at the bottom of our newsletter to opt-out of communications.
Can I sign up for a newsletter or email subscription or email subscription for updates and offers?
There is a form on our website to sign up for our newsletter.
Can I provide feedback or make a complaint through your contact information?
You may provide feedback or make a complaint by contacting us at Dobson Products, PO Box 496027, Chicago, IL 60649, kupman@dobsonproducts, 773-734-5325
How long does it typically take to receive a response to my inquiry?
Normal responses can take up to 24-48 hours for your inquiry.
