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    FAQ - Most frequently asked questions.

    What forms of payment do you accept?

    • We accept Credit Cards, Debit Cards and PayPal.

    Wait, I was not able to provide my address anywhere.  

    • If you made a purchase and were NOT prompted to enter an address, that means the address associated with your PayPal/Debit Card account will be used as your shipping address. If this address is incorrect/inaccurate in any way or just need to double check the address is correct, please contact us at orders@BFP.org.

    Can I cancel my order once it’s been placed?    

    • Our system does not allow order modifications. Once an order is placed, we have the first 24 hours to cancel. We can never guarantee that we can cancel an order, but please let us know what is going on and we will try to cancel if it's within 24 hours of placing the order or work something out.

    Where do I enter my discount code?      

    • When checking out, you will go through PayPal or our checkout page right away. This is where we collect your shipping and billing addresses. There is a box to the right, where you can apply a discount code and then your price will update according to your code.

    How many discount codes can I use transaction?    

    • Only one discount code per transaction can be used.

    I accidentally entered an incorrect address, what can I do?    

    • Contact us as soon as you realize you entered an incorrect address, we cannot guarantee we will be able to change it in time, but we will do our best!

    “I am purchasing a donation card, where do I fill out the card? Can I add an extra note to my card?”

    • Yes! Use the “Special instructions for Seller” note section on our shopping cart page. Please let us know whom you would like donation addressed too, whom the donation is from and if is there any extra small notes you'd like to add to your card. Maximum limit of 150 characters.

    How can I track my order?

    • Once your order ships, you will receive an email notification and in that notification email, you will be informed if you received a tracking number or not.

    Why does my tracking say “label printed”, “not found”, or “status is not available” when I click it?   

    • If the tracking says any of the above, please wait a couple days for the status to update. Sometimes our system can have a small delay or sometimes our shipping carriers do not update the tracking information as soon as possible.
    • We produce, package, print shipping labels and ship all orders by hand. So while prepping the package to ship, we print labels. Once we print all labels, we then prep the orders and then drop them off at our local post office. Once we pass your package to the Post,  they process the order and check it into their system (it can take up to 24 hours for them to check it in or for the status to update). Once they do this, they will begin generating tracking data for your package. Please understand that once your package tracking says “Picked up,” we no longer have your package and it is with the Post. Unfortunately, we cannot recall packages that have already been sent, so if something is wrong, we have to wait for you to receive it and send it back, or wait for it to “bounce back” from the Post Office.

    Why was only part of my order shipped?    

    • We currently have 2 distribution/shipping centers. Depending on the items in your order, you might receive multiple packages.
    • It does not cost extra if we ship multiple packages. Our main and primary center ships within our quoted 1-3 business days (not including weekends/holidays).
    • Our other smaller secondary distribution center creates the items to order, they typically take 5-7 business days to create the item, then ship the order. If you have not received all of your items, the rest of your order should be shipped shorty or is on the way to you now.
    • If your full order is not shipped after 10 business days (business days do not including weekends/holidays) please contact us at orders@BFP.org.

    “I never got my package, never got tracking and it has passed 10 business days!”

    • We want to make sure all of our customers get taken care of. Please email orders@BFP.org so we can take care of your situation as soon as possible.

    Shipping times for domestic orders (Orders placed within the US.)     

    • We ship in 1-3 Business Days at our main warehouse (which does not include weekends/Holidays).
    • Our second warehouse ships within 5-7 days typically, please keep in mind that our second warehouse creates items to order. So your items are being custom made and need a little bit of time to make perfect for you!

    Do you ship internationally?  

    • Absolutely!
    • ***Some countries may have state/provincial tariffs, taxes, fees, customs, etc. on items coming from the United States and we cannot be responsible for them. Please check with your local postal system for details in your area.****

    Do I need to fill out a customs form for international orders?   

    • Not at all! Our system allows us to generate all necessary customs forms.  
    • We are unable to modify the shipping customs forms.

    Shipping time frames for international orders?    

    • We ship in 1-2 Business Days (which does not include weekends/Holidays).  Once an order is shipped, USPS quotes up to 21 business days (which does not include weekends/holidays), and sometimes a couple days longer if there is a delay (usually delays for international orders are because of Customs.) We tend to see international customers receive their orders in as little as 5 business days and some up to one month. Our shipping carriers are good about scanning tracking numbers, however once an order leaves the US, international shipping companies are not required to scan packages. So even though there is no movement when it leaves the US, usually it is still in transit.

    "The item I ordered is too small! Can I exchange it?”    

    • Sadly we do not offer exchanges on incorrectly ordered sized items at this time.

    “My item is defective? How do I get a replacement?”    

    • Please email orders@BFP.org with your order number, an image or two of the defective item(s). We will have a replacement item sent to you as soon as possible!

    How to contact us?    

    • Please email orders@BFP.orgwith any questions, concerns or anything else!
    • For general inquiries about Beagle Freedom Project, please email info@bfp.org

    Our office hours are Monday through Friday, 9am-5pm Pacific. (818) 382-6500. (Due to Holidays, rescues and more we may not be available. But please leave a message and we will return your call.)

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