FAQs

Transactions

Is it  safe to use my credit card on your site?

Is it safe to use my debit card online?

What forms of payment do you accept?

Why does it say "Rhino.com Store (GWS)" on my credit card statement?

Why am I getting an error message stating that there has been an authorization failure?

Do you do back orders?

What is the status of my order?

What does "Powered By Rhino" mean?

Returns

I want to return my purchase.  What do I do?

What are the shipping charges for returning an order?

Shipping

How long will it be before I receive my order?

Can I expedite my shipping?

Do you ship outside the United States?

Do you ship to P.O. Boxes or Military APO/FPO addresses?

What are the shipping charges for returning an order?

What is White Glove Service?



 

Q: Is it safe to use my credit card on your site?

A: Shopping at FamilyDog.com (in conjunction with our commerce vendor & merchant of record Globalware Solutions Inc.) is safe. Our site is protected by SSL encryption technology. Our secure socket layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts your credit card number so that it cannot be read as the information travels over the Internet.

Safe Shopping Guarantee

1. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, Familydog.com will cover the entire liability for you, up to the full $50.00. Familydog.com will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at Familydog.com while using the secure server.

2. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.


Q: Is it safe to use my debit card online?

A: Yes. And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your bank account and the original "hold" will be voided.


Q: What is the status of my order?

A: Your order status will be available 24 hours after your order has been placed, by simply clicking on the My Account link at the top right corner of every page of our site. From there, you will be able to view information about your order.


Q: What does "Powered By Rhino" mean?

A: FamilyDog.com is brought to you by the fine folks behind Rhino.com. If you already have a Rhino.com user name and password you can use it at FamilyDog.com; if you create an account at FamilyDog.com you can use it at Rhino.com too. All transactions will be fulfilled under the Rhino name (in conjunction with our commerce vendor & merchant of record Globalware Solutions Inc.) For more information on Rhino.com, click here.


Q: I want to return my purchase! What do I do?

A: If you are not 100% satisfied with your purchase, we will be happy to accept a return for a replacement, exchange (for item(s) of comparable value) or a refund. You can return your purchase for up to 3 months from the purchase date. Items must be in the condition in which you received them and in the original packaging.

Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your bank account.

For replacements and exchanges, once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your request and ship within 7 days.

For more information on Family Dog's return policy and procedures, please click here.


Q: How long will it be before I receive my order?

A: For domestic shipments:

Standard - 4-5 business days, but may take up to 12 business days (Please allow additional time for shipments to APO/FPO addresses.)
Rush - 3 business days
Overnight - the next business day

(Domestic Physical Merchandise Orders will be shipped the same business day if received prior to 2:00 PM Pacific Time. Orders received after 2:00 PM Pacific Time will be shipped out the next business day.)

For international shipments:
Standard - 6-10 business days (Please allow additional time for shipments to APO/FPO addresses.)
Rush - 3 business days (for most countries)

(International Physical Merchandise Orders will be shipped the same business day if received prior to 9:00 AM Pacific Time. Orders received after 9:00 AM Pacific Time will be shipped out the next business day.)


Q: Can I expedite my shipping?

A: Yes! The following shipping options are available when you check out:

Domestic:

Standard - USPS Priority or First Class (depending on weight of package)
Rush - UPS 3 day select (rush shipping charge will appear in shopping cart during checkout)
Overnight - UPS next day air saver (rush shipping charge will appear in shopping cart during checkout)

Domestic Physical Merchandise Orders will be shipped the same business day if received prior to 2:00 PM Pacific Time. Orders received after 2:00 PM Pacific Time. will be shipped out the next business day.

International:

Standard - USPS First-Class Mail International
Rush = UPS Worldwide Saver (rush shipping charge will appear in shopping cart during checkout)

International Physical Merchandise Orders will be shipped the same business day if received prior to 9:00 AM Pacific Time. Orders received after 9:00 AM Pacific Time will be shipped out the next business day.

Sorry, but due to UPS delivery restrictions, expedited shipping is not available for shipments to PO Boxes or APO/FPO addresses.

Please allow additional time for shipments to APO/FPO addresses.


Q: What forms of payment do you accept?

A: We currently accept Visa, MasterCard, Discover, & American Express for all orders.


Q: How do I order items with Cashier's Checks or Money Orders?

A: At this time we do not accept personal checks, Cashier's Checks or Money Orders.


Q: Why does it say "Rhino.com Store (GWS)" on my credit card statement?

A: Globalware Solutions Inc. (or “GWS”) is Rhino/Family Dog's commerce vendor & merchant of record, who handles all of your transactions.


Q: Do you ship to addresses outside the United States?

A: Yes, however, there are exceptions on some items. Please consult the product detail page to find out if a particular item can be shipped outside the US. We ship to all US States and Territories. Customer will be responsible for any duties or taxes for orders shipped outside of the US.


Q: Do you ship to PO boxes or Military APO/FPO addresses?

A: Yes, we ship to both PO Boxes and Military APO/FPO addresses. Standard shipping is the only option available for these addresses. Please allow additional time for orders shipped to these addresses.


Q: What are the shipping charges for returning an order?

A: There are no return shipping charges for orders originally shipped to a destination within the United States or its territories, or to an APO or FPO address. Return shipping charges apply to international returns. For details contact Customer Service at Customerservice@rhino.com or call us at 1-877-Rhino-51 (877-744-6651) or 1-410-568-3713.  Our regular business hours are 10am to 10pm ET Mon-Fri and 10am to 6pm ET on Saturdays. We are closed on Sundays and U.S. holidays. Let us know your order # and the item(s) you're returning and we'll give you all the information you need.


Q: What is White Glove Service?

We believe that your litho purchase deserves a special degree of handling and delivery. To achieve the highest customer satisfaction, we provide complimentary white glove service that is designed to ensure that your purchase arrives damage free and in a timely manner.

Trouble-Free Delivery

Once you place your order, your purchase will be prepared for shipment in the designated White Glove area of our facility. All lithos will be handled with clean, gloved hands, rolled carefully, and placed in sturdy tubes. To ensure a timely and safe delivery, our representative will contact you to confirm the shipping address and contact info and give you an estimated delivery date based on shipping deployment from our warehouse. Due to special handling, please allow up to 2 weeks for your order to be processed.

If you have purchased multiple items in your order, all items in the order will be shipped via White Glove Delivery service, free of charge. Items may ship separately.

Damage-Free Delivery, Guaranteed

Your purchase will be delivered via UPS Overnight, signature required. If you find external signs of damage to your package, simply refuse delivery. Your package will then be returned to our warehouses and you will be contacted regarding your refund or replacement. Or you can accept the delivery and inspect the contents. If you find any problems with the products, contact us at Customerservice@rhino.com or 1-877-Rhino-51 (877-744-6651)/1-410-568-3713 for replacement or refund.

Please remember to take care in opening your package so as not to damage your collectible print.


Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

A: Please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, MasterCard, Discover, and American Express for credit card payment.

If you try twice and continue to receive an error message, please contact Customer Service and we'll help you get the bottom of it.


Q: Do you do back orders?

A: Yes.