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FAQ's
View All | Custom Products | Customer Service | My Account | Photo Contests | Products
Rescue Groups | Retailers & Affiliates | Shipping

Custom Products
1) How do I order custom products?
2) How long does it take for custom products to arrive?
3) Someone gave me custom products as a gift. How can I order more?
4) The photo upload is saying that my photo isn't high enough resolution, even though it looks great on my screen. What is going on?
5) Can I customize your products with photos of people?
6) How can I edit my photos?
7) Can I mail you a photo for custom products?
8) I am trying to use the Label Designer but I am not able to submit my design. It seems to take forever but does not actually submit my design.
Customer Service
1) What is your return/exchange policy?
2) What is your privacy policy?
3) How can I contact you?
4) I am not receiving emails from you. Why?
5) Do you share or sell any of my information?
6) How do I reset my password
My Account
1) What are ADL Bucks? How do I earn them?
Photo Contests
1) How do the photo contests work?
2) What do I get if my dog or cat wins?
3) How often do you pick winners?
4) My dog won the contest. How can I buy additional bags of treats?
5) My dog won the contest. When will the bags with her photo be in stores?
6) How many photos can I upload?
7) What are the photo guidelines for the contest?
8) If I upload multiple photos of the same pet, will you add up the votes?
9) I noticed that some of the winners have fewer votes than my dog. Why didn't my dog win?
10) How can I increase my dogs votes?
11) How many times can I vote for each dog?
12) The website is saying I already voted for my dog today even though I did not. Why?
Products
1) Where are your products made?
2) Where are your ingredients from?
3) I have a product that I think you should offer - how do I tell you?
4) Where can I find out the ingredients, calories, and other nutritional information about your products?
5) Do any of your pet products contain corn or wheat?
6) Which of your products are grain-free?
7) Is your wine for people or dogs?
Rescue Groups
1) Do you support breed-specific or agility clubs?
2) I work with a rescue group. Can we put our dogs on your packages?
3) What kind of fundraising opportunities do you offer?
Retailers & Affiliates
1) I am a store. How do I carry your products?
2) How can I become an affiliate?
3) Do you dropship?
4) I registered as a Retailer but when I login I do not see wholesale pricing? Why?
5) I carry your products in my store. How can I get my store listed on your Find a Store page?
Shipping
1) How do I track my shipment?
2) Why is wine more expensive to ship than other products?
3) I am not home during the day. Can you leave the wine at the door?
4) How do you ship your products?
5) The tracking info says "Billing Information received" but it does not show the ETA yet. What does the mean?
6) I realized I need my order faster. Can I upgrade the shipping speed?
7) I entered the wrong address. Can I re-route my package?


Custom Products
Q. How do I order custom products?
A. First step is the register and then login. Then go to the Store and choose the first product you would like to customize. from there you can choose Buy Custom.
Q. How long does it take for custom products to arrive?
A. During checkout, on the shipping page, you will see various shipping options and when your order will arrive by.
Q. Someone gave me custom products as a gift. How can I order more?
A. You will need set up your own account, and customize the products yourself (since each person's order is private, there is not a way to buy products that other people have customized).
Q. The photo upload is saying that my photo isn't high enough resolution, even though it looks great on my screen. What is going on?
A. Images may look fine on the computer screen but still be too low for high-resolution printing. We recommend using the highest resolution photo possible. You may still proceed with your order, but the photo may not print out as crisply as you would like.
Q. Can I customize your products with photos of people?
A. Yes.
Q. How can I edit my photos?
A. Login to your account, then go to My Photos, and click edit under the photo you want to edit. Alternatively, you can upload a photo through the visualizer (in the custom store) and edit the photo as part of an order.
Q. Can I mail you a photo for custom products?
A. Unfortunately we cannot accept mail-in photos. All photos must be in a jpeg format and uploaded through our website.
Q. I am trying to use the Label Designer but I am not able to submit my design. It seems to take forever but does not actually submit my design.
A. There may be an issue between your computer and the Label Designer. First step is to make sure you have the latest version of Adobe Flash Player on your computer (you can visit www.adobe.com for more info). If you still experience problems, we suggest turning the Label Designer off for the time being. Note that by turning it off you will not have the ability to edit your photo. Here are steps to turning off the Label Designer:
STEP 1: Login to your account: https://www.adogslife.net/login.php
STEP 2. Go into your account and turn the label designer to off: https://www.adogslife.net/account_visualizer.php
STEP 3. Go into Store and start shopping. Click 'Buy Custom' next to the product(s) you'd like.
Customer Service
Q. What is your return/exchange policy?
A. We want you to be satisfied with your order. If it is not right, we will fix it, exchange it or take it back.
Q. What is your privacy policy?
A. We never share or sell customer information.
Q. How can I contact you?
A. Use the links on the Contact Us page. Unfortunately we do not support telephone support at this time but we strive to get back to every inquiry within 24 hrs.
Q. I am not receiving emails from you. Why?
A. The most common reason is a spam filter. check your spam filter and if our emails are in there, you can add us to your safesender list which should prevent this in the future.
Q. Do you share or sell any of my information?
A. We never share or sell customer information.
Q. How do I reset my password
A. Log into your account here: https://www.adogslife.net/login.php and then go to My Account page where you edit your password and email: https://www.adogslife.net/account.php
My Account
Q. What are ADL Bucks? How do I earn them?
A. We're giving $10 in A Dog's Life Bucks for every friend you refer when they make their first purchase. It's our way of saying "thanks" for spreading the word about A Dog's Life! A Dog's Life Bucks can be used toward any purchase, and they never expire.
Photo Contests
Q. How do the photo contests work?
A. We select new winners every month based on composition, diversity, and popularity. Each month's pool of contestants are drawn from the previous month's submissions, to make sure dogs uploaded at the end of the month have a full month of voting. The People's Choice (dog with the most votes) is an automatic winner. There is also a Dog of the Year contest. Currently only US and Canadian dogs are eligible for the contests. See the current standings here: http://www.adogslife.net/photo_gallery_contests.php
Q. What do I get if my dog or cat wins?
A. Winners get a free bag of treats with their dog on the cover, and bragging rights around the country.
Q. How often do you pick winners?
A. Every month.
Q. My dog won the contest. How can I buy additional bags of treats?
A. Yes. Just log into your account and click Buy Custom next to the product you'd like, and the photo you'd like to use.
Q. My dog won the contest. When will the bags with her photo be in stores?
A. Depending on when the store orders, it can usually take 1-2 months for the new winners to appear in stores. However, we always recommend calling your local store first.
Q. How many photos can I upload?
A. We ask that you limit your submissions to 2-3 at a time. If you are uploading photos into your private gallery for custom products, upload as many as you'd like.
Q. What are the photo guidelines for the contest?
A. You can read the photo guidelines here: http://www.adogslife.net/photo-guidelines.php
Q. If I upload multiple photos of the same pet, will you add up the votes?
A. No. Each photo is considered an entry, which is why we recommend submitting your best photo and getting your friends to vote for that photo.
Q. I noticed that some of the winners have fewer votes than my dog. Why didn't my dog win?
A. The dog with most votes each month is the People's Choice. The other winners are selected on a variety of factors, including popularity, composition, diversity and originality.
Q. How can I increase my dogs votes?
A. The best way to increase your votes is to share the link to your photo on social media like Facebook and Twitter; you can also email your friends. Every person can vote for a particular dog once.
Q. How many times can I vote for each dog?
A. You are allowed to vote once for each particular dog.
Q. The website is saying I already voted for my dog today even though I did not. Why?
A. We limit votes by IP address, so if someone has already voted from your house or company, that unfortunately may cause our system to block further votes until tomorrow.
Products
Q. Where are your products made?
A. Are products are made in the US with USA ingredients.
Q. Where are your ingredients from?
A. USA
Q. I have a product that I think you should offer - how do I tell you?
A. Please email us though the Contact Us page: http://www.adogslife.net/contact_us.php
Q. Where can I find out the ingredients, calories, and other nutritional information about your products?
A. Click on More Info on the product detail page in the Store.
Q. Do any of your pet products contain corn or wheat?
A. No.
Q. Which of your products are grain-free?
A. Our grain-free biscuits, Sweet Potato & Lamb Stew; our All-Natural Jerky; and our grain-free food line, G-FREE.
Q. Is your wine for people or dogs?
A. People.
Rescue Groups
Q. Do you support breed-specific or agility clubs?
A. We currently do not support breed-specific clubs, agility dog clubs, or non-pet related causes. A Dog's Life is proud to support a range of charitable initiatives, with a particular emphasis on rescue groups and animal shelters/adoption programs. We focus on organizations which demonstrate that a significant percentage of contributions go directly to the cause.
Q. I work with a rescue group. Can we put our dogs on your packages?
A. Yes. Be sure to check the rescue dog box when you upload the photo so it can be considered for our Rescue Series:http://www.adogslife.net/labels-rescue-dog.php
Q. What kind of fundraising opportunities do you offer?
A. We offer an affiliate program ( http://www.adogslife.net/affiliates/ ) and a Refer-a-Friend program ( https://www.adogslife.net/refer_friends.php )
Retailers & Affiliates
Q. I am a store. How do I carry your products?
A. Sign up here: https://www.adogslife.net/create_waccount.php and we will refer you to a local distributor. If there is not a distributor in your area , that we can send you direct pricing.
Q. How can I become an affiliate?
A. Affiliates make 15% or more of every sale they generate. Put one of our graphical ads or text ads on your website or email newsletter and make passive income. Sign up here: http://www.adogslife.net/affiliates/
Q. Do you dropship?
A. Yes, for qualified retailers. Inquire at info@adogslife.net
Q. I registered as a Retailer but when I login I do not see wholesale pricing? Why?
A. Make sure you received an email that your account has been activated and that you are logged in.
Q. I carry your products in my store. How can I get my store listed on your Find a Store page?
A. We regularly update our Retailer list. Sign up here: https://www.adogslife.net/create_waccount.php
Shipping
Q. How do I track my shipment?
A. When your order ships, you will receive a tracking email from us. You can also track your order by logging into your account and going to My Account / My Orders. Another way to track your order is by going to our Order Tracking page
Q. Why is wine more expensive to ship than other products?
A. Wine is relatively more expensive to ship for a variety of reason - it's weight, the fact that adult signature is required, and other laws and taxes involved.
Q. I am not home during the day. Can you leave the wine at the door?
A. Due to legal reasons, there must be someone 21+ years old to sign for any order that contains wine.
Q. How do you ship your products?
A. We use a variety of common carriers like UPS and Fedex. Customers can choose between standard ground service, 3-day, 2-day, and 1-day shipping options.
Q. The tracking info says "Billing Information received" but it does not show the ETA yet. What does the mean?
A. Typically that means your order was just shipped. Tracking numbers can take as long as 48 hours to be updated. Check back in 24 hours and the information should be updated.
Q. I realized I need my order faster. Can I upgrade the shipping speed?
A. Once a shipment is in transit, the shipping speed cannot be changed.
Q. I entered the wrong address. Can I re-route my package?
A. Unfortunately we usually can't re-route a package once it is in transit; however, we recommend contacting us through the Contact Us Page and we will see what we can do: http://www.adogslife.net/contact_us.php
Your Dog on Our Packaging
Custom packaging now available!
 
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