FREE SHIPPING ON ORDERS OVER $49

FAQs

Manufacturing and Design

N-Gage utilizes state of the art manufacturing based in Suzhou, China, in a facility that produces products for pet industry leaders throughout the world. Through due diligence and the oversight of a management team that sets the standards for quality control, we focus on developing products that are safe, durable and made from high quality materials.

Making products of the highest quality that elevate the life experience that dogs and their families share is our highest priority.

Returns and Exchanges

If you are not happy with one of our products for any reason, we want to make it right. 

Our goal is to process return requests within 7 business days of the date we receive your request. During high traffic seasons, it may take up to 14 business days for a return to be processed. Please note: Depending on your bank, refunds may take 3–7 business days to appear on your account.

To start a return fill out a returns form

Shipping

How long until my order arrives?

We begin to process orders immediately upon receipt. Orders are processed Monday–Friday and ship out within 1–2 business days. Delivery times can vary depending on the shipping method selected and the destination of your package. Orders eligible for free shipping (orders over $49.00 and all subscriptions) ship via FedEx Ground option, which typically delivers in 3–7 days.

How can I check my order status?

If a valid email address is provided at the time you place your order, you will receive an email confirmation followed by a shipping notification that includes tracking information for your package. If you have set up an account with us, you can check the status of your order by going to the “Orders” section of your My Account page.

Will I be charged for the portion of my order that did not ship?

N-Gage will authorize your card for the full amount of your order at checkout. However, if we are unable to fulfill any portion of your order, we will notify you by email and charge only for the portion of your order that ships. Any pending authorizations for the unfulfillable item(s) will drop from your account within 3–5 business days (depending on your bank’s processing times).

Seasonal Subscription

Our subscription service renews automatically in every cycle, unless you tell us you no longer want to renew your subscription.

How do I cancel my subscription?

While we would be sorry to see you go, if you do need to non-renew, you can do so by logging into your account, clicking on the “Subscription” link bar at the top of the page, and selecting “Disable Auto Renewal”.

If I disable auto renewal in the middle of an existing Subscription, will I still get all of my remaining Subscription boxes?

Absolutely! If you do disable auto renewal for your next Subscription, you will still receive all of the remaining boxes from your current Subscription. Canceling or non-renewing means your Subscription will not renew. For example, if you signed up for a four season subscription, you will still receive all four boxes for that subscription.

Account

Is an account required to place an order?

An account is not required to place an order. You can check-out as a Guest, but setting up an account provides easy access to order information, quicker returns, and faster check-out next time.

How do I unsubscribe from the newsletter?

Simply click the “Unsubscribe” link found at the bottom of any promotional N-Gage email. Be sure to check back with us on NGagebrand.com from time to time for the latest product and promotional updates.