FAQs

If your order was canceled, it is likely due to one of these reasons:

1. You placed an order to a PO box, military address, or a forwarding company. 

2. You placed an order to an area where we do not ship.

We reserve the right to cancel orders for any of the reasons mentioned above. If your order is canceled you will receive an email that confirms the cancelation of your order and the refund will be issued at the same time. The refund should appear back into your account in 1-7 business days.

You still don't know why your order was canceled? Please reach out to our customer service!

Maybe. You must be fast! Once our warehouse has started picking your products it is impossible to cancel your order.

You will need to either receive the products and send them back or you can not accept the package at delivery.

Either way, you will be refunded for the prodcuts you return, but you will not get paid back the original shipping fee.

If you choose to not accept the package, we will charge you a handling fee of approximatley 25 USD.

Send us an email immediately to cancel your order at: info@acstick.com

Maybe. If you want to change your order you must be really really fast! However, we cannot change the size or color of a product, we can only change the quantity of a product to be lower or completely remove something from your order.
We cannot change the size or color of a product.

This is all about inventory levels that are based by the unique id's, which is connected to our cart system and not our accounting system. Plus, our payment platform is not allowed to capture more money after the initial transaction.

Send us an email immediately to change or take something out of your order at: info@acstick.com

Many of our products are sent in separate shipments because of packaging.

If you're in doubt, please reach out to our customer service - we'll get to the bottom of it!

If you've received the wrong item(s), please contact our Customer service.

Please include an overview photo of the product you've received, the tag showing the product code and your order number. We'll do our best to handle this as quickly as possible!

Impressum

Terms & Conditions

Privacy Statement

Our delivery time can vary slightly depending on your location. Included in the below estimate is the processing time of up to three business days that our warehouse requires to process, pick, pack and prepare your order for shipping.

Our shipping options and delivery time* is currently:

• Standard Shipping - USA, CANADA: 3-7 business days
  Home delivery and pick-up point options available
  
  
• Express Shipping - USA, CANADA 1-2 business days (excluded the warehouse processing time)
  Service by DHL. On-Demand delivery available - choose exactly when and where your order is delivered 
  

As soon as your order is shipped, you'll receive a shipping confirmation from us with details on how to track your order🌍 

Have in mind that business days are considered Monday till Friday as our warehouse does not work or process orders during the weekend.

After the order is shipped you will receive an email with tracking info. The shipping carrier will also reach out in a separate email with more information about the delivery of your order. For information about the expected shipping time of your order, please see our FAQ.

Any other questions? Contact us here.

All orders from acstick.com are shipped DDU (Delivered Duty Unaid). This means that the cost of customs/tax is not included in the price you see during checkout.

If you are experiencing this issue, please contact us here, and we'll help you out! Please include your order-number and tracking-number in your request for us to be able to help you as quickly as possible.

At AC STICK™, we are constantly working on growing our shipping network. At the moment, we ship to most countries within the EU, USA, Canada, Switzerland, and Norway.

Unfortunately, we do not ship to PO boxes or ship to forwarding companies due to address verification issues. If you place an order addressed to a PO box, it will most likely be canceled within 3 business days and you can expect your refund shortly after this.

Check in on this article at a later date in case this changes.

Unfortunately, we are not offering the opportunity to do exchanges at the moment. 

If you would like to return your order, you can do this through our return page. Feel free to place a new order with the preferred product.

Having second thoughts? No hard feelings! You can return your product(s) for free* here.

Before we get the ball rolling, please make sure of the following for your return to be approved:

• The return is initiated within 30 days of your order date
• The product is unused and undamaged 
• All labels/tags are still attached to the product 

Should the criteria mentioned above not be fulfilled, the product will be sent back to you and you won’t be refunded.

We kindly ask you to create one return per order number. As each returned in linked to your order number, you need to file one return per order number. This is for our system and warehouse to be able to process your return as smoothly as possible.

Fill out the form with all the requested information. After this, print out the pre-paid return label and slap it on your box and take it to the closest drop-off point for the carrier you selected.

When we've received the returned item, our return partner will process the return to make sure the criteria mentioned above are fulfilled. If they are, a refund will be issued. At this point, please allow 2-7 business days for the reimbursement to be back in your account, depending on your bank.

PS: If your order was sent in two parcels, please submit two returns with the same order number ;-) 

If you find yourself waiting for your refund please remember the following:

1. Returns typically arrive at our warehouse facilities 8-12 business days after shipping. Our warehouses will at this point require 1-3 business days to process your return and to make sure all the return criteria is met.

2. At this point, please allow 4-10 business days for the reimbursement to be transferred back to your account.

3. The amount will automatically be refunded to the same card you used when placing the order.

We are confident in the quality of our products and want you to share the same assurance. That’s why we proudly offer a lifetime warranty on this product. The warranty does not apply if the product is damaged or mishandled during training!

What does this mean?

• Worry-Free Usage: If at any time during the lifetime of the product any issues arise due to a manufacturing defect or material fault, we will ensure the product is repaired or replaced at no cost to you.
  
• Quality and Reliability: Our product is designed and manufactured with the highest standards of quality, so you can be sure that your dog will always be safe and under control.
  
• Quick and Simple Solutions: In the event of any problems, just contact our customer service, and we will take care of everything needed.

How to claim the warranty?

1. Contact us through our customer service at the email address: info@acstick.com
   
2. Provide us with the details of the problem along with proof of purchase.
   
3. Our experts will contact you as soon as possible with further instructions.

Warranty Conditions

• The warranty only covers manufacturing defects and material faults.
• It does not cover damage caused by improper use, neglect, or modifications to the product.
• The warranty is valid only for the original purchaser and is not transferable.

Our Guarantee of Your Satisfaction

We are here to provide you with the best products and services. We believe that our AC STICK™ will meet all your expectations and more. Your satisfaction is our priority, and that is why we offer this lifetime warranty as a testament to our confidence in the quality of our products.

We offer lifetime warranties on our products. More information can be found here.

A serial number is a unique code assigned to each product during the manufacturing process. It typically consists of a combination of letters and numbers and can be found on the product or its packaging.

The serial number is located:

• On the product itself on the back or bottom.

Visit our website and navigate to the product registration page.

Enter the required information, including your serial number, purchase details, and contact information.

Submit the registration form and keep the confirmation for your records.

A Digital Gift Voucher is an electronic version of a traditional gift card that can be purchased online from our AC STICK™ store and sent directly to the recipient via email. The recipient can then use the voucher code to make purchases on our website.

To purchase a Digital Gift Voucher, simply visit our AC STICK™ store, select the desired voucher amount, add it to your cart, and proceed to checkout. After completing the purchase, the voucher will be emailed to you or directly to the recipient.

To redeem a Digital Gift Voucher, enter the unique voucher code at the checkout page on our AC STICK™ store. The voucher amount will be applied to your total purchase.

Yes, you can use a Digital Gift Voucher along with other discounts or promotional codes, as long as the terms and conditions of the promotions allow it.

Not. Only for one purchase.

Yes is valid for one year from purchase.

Digital Gift Vouchers are non-refundable and cannot be exchanged for cash. Please ensure you choose the correct amount before purchasing.

If you lose your Digital Gift Voucher or delete the email containing the voucher code, please contact our customer service team. We can resend the voucher code to the original email address used for the purchase.

Yes, you can forward the Digital Gift Voucher email to someone else if you have not used it yet. Once the voucher code is used, it cannot be transferred.

If you have any issues or questions regarding your Digital Gift Voucher, please contact our customer support team via email at info@acstick.com

Awesome that you’re interested in becoming a reseller of AC Stick™! Click this link and fill out the form. After that, our sales team will review your application and get back to you if they are interested! 

Fill Out the Form: Complete a simple online form and send us your contact details.

Approval: Our team will review your application and contact you within 5-7 business days.

Start Selling: Once approved, you will gain access to our products and can start selling them in your store.

We accept the following payment options:

• VISA 
• Mastercard
• Apple Pay (must use Safari)
• Amex
• Google Pay

Feel free to reach out to us here if you have any questions about the above.

Here at AC Stick™, we are super passionate about privacy and data protection, so we do not access specific information regarding individual payments, but here are a couple of reasons why payments are declined:

1. Using multiple names, addresses, and other payment details within a short period of time can result in flags that payment platforms raise to notify your bank, causing payments to be declined. If you think this could be the case, it's best not to keep trying and contact your bank as repeated attempts can make things worse.

2. If you are ordering from abroad and your bank is not aware of this (or if they have an anti-theft policy related to foreign countries) your bank could stop activity in order to protect you from fraud.

3. Last but not least, please make sure all the details entered are correct and if you have any further queries please contact your bank to clarify. They can see the specifics of each transaction and explain to you what the issues were. 

Let us know if there's anything we can do to help, but due to data security we cannot discuss the specifics of your individual payment.

If you want a copy of your order details with VAT specified, please send us an email by pressing here and include your order number in the subject field.

Please make sure to add the info you would like to attach to the invoice in your request.