FREQUENTLY ASKED QUESTIONS

ORDERS

1. HOW CAN I MAKE A PURCHASE?

Buying from UDOG is very simple:

  • search for the product that suits you in our catalogue. If you already know what you are looking for, use the menu or the search button to quickly find the product
  • once you have found the right product, select the quantity and "add to cart". Check the items in your cart by selecting the appropriate icon at the top right of the page
  • click on "checkout" to proceed, add shipping and payment details to complete your order
  • if you already have an account, you can login and checkout faster using your saved shipping and payment details

In case you have a discount code, don't forget to add it directly at the checkout!

2. HOW DO I UPDATE MY ORDER?

If you need to make a change or cancel your order, please contact our customer service department at peloton@udog.cc.

Since we try to process and fulfill your order as quickly as possible, please contact us immediately after placing your order and we will do our best to help you!

3. HOW DO I USE A PROMOTIONAL CODE?

You can enter your promotional code at checkout. Enter the code exactly as it appears and apply it to your cart. Promotion codes cannot be combined with other promotions and do not apply to sale items unless otherwise stated.

4. WHAT PAYMENT METHODS DO YOU ACCEPT?

UDOG accepts payment by all credit cards (Visa, Mastercard, American Express), Paypal, Apple Pay, Google Pay and Amazon Pay. If you prefer to pay by Wire Transfer, please write to us at peloton@udog.cc.

SHIPPING & RETURNS

1. WHEN WILL MY ORDER BE SHIPPED?

Shipping times begin 2-3 working days after the order is placed. You will receive an e-mail containing your Tracking Number once your package has been shipped. All orders are managed and shipped from our warehouse based in Italy. Shipping will take approximately the following:

  • Italy - 2-4 working days
  • EU & UK countries - 4-6 working days
  • Rest of the World - 5-7 working days

2. HOW CAN I TRACK MY ORDER?

To track your order, please refer to your shipment confirmation email, there you will find the tracking number. You can also check the status of your shipment directly on the shipper's website. If you have not received the confirmation email with the tracking number, please contact our customer service at peloton@udog.cc and we will be happy to help you.

3. HOW MUCH DO I HAVE TO PAY FOR SHIPPING?

For orders under €150 we apply the following shipping costs:

  • Italy - 5€
  • Europe & UK - 8€
  • Rest of the World - 20€

4. DO I HAVE TO PAY ANY ADDITIONAL TAX ON DELIVERY?

Orders with destination outside the European Union may be subject to customs duties according to local customs regulations. All orders within the European Union, however, are exempt from customs duties and the only thing you have to pay is the standard shipping cost.

5. WHAT IS YOUR RETURN POLICY?

Returns must be made in 14 days from order delivery date. UDOG offers an easy return on all orders with DHL. Refunds are issued at the net of a fair fee to help us covering returns' operating costs:

  • Italy - 5€
  • EU countries - 10€
  • Rest of the World - 15€

Please, in order to respect the time limit allowed for the returns, proceed with the shipment as soon as you receive the return label. We remind you that the label will last 5 days from issuing date.

Items are returned in new, unused condition, with the original labels and inside the packaging received on delivery. Returns that do not meet our policy will not be accepted and will not be refunded. If any of this condition is missing, the return will not be accepted. Items must be without any scuffs, scratches, stains or hair. If any of this condition is missing, the return will not be accepted.

In the event of a faulty or damaged product contact us at peloton@udog.cc, we will take care of sending you the replacement part and provide you with all the necessary instructions.

If you have doubts contact us at peloton@udog.cc

6. WHEN WILL I RECEIVE MY REFUND?

Refunds will be issued within 14 days from the date we get back the item at our warehouse on the original payment method used for the purchase. Shipping costs, duties and taxes are not refundable. You will receive an email notification once the refund is issued.

In order to be refunded, the returned goods must be received intact and complete in all its parts, and in their original packaging. The customer is allowed only manipulations of the goods necessary to establish the nature, characteristics and operation. Further manipulations such as to diminish the value of the goods or damage that makes it unusable, could decrease or cancel the amount of the refund. Goods that arrive at our warehouse with obvious damage will not be refunded.

Please note that refund times may vary depending on different payment methods.