FAQ
Retail
General questions, and questions pertaining to retail customer accounts.
Please also see our Terms and Conditions.
General
Where is Scout & Zoe’s located?
Scout & Zoe’s global headquarters is snuggled in Anderson, Indiana USA - just northeast of Indianapolis, in the heart of the Midwest.
Which dog is Scout and which is Zoe?
In our official portrait, Zoe is the beautiful German Shepherd on the right and Scout is the German Shorthaired Pointer on the left. The Momster would be the human in the middle.
Are Scout and Zoe real or just characters for marketing purposes?
Both Scout and Zoe were real - they were my fur kids.
Sadly, Zoe passed away on April 17, 2014, at the tender age of 14 years old. She taught me a lot, was a wonderful companion and had a fabulous life. She is greatly missed.
Scout passed away October 27, 2021, at the very young age of 13 years old. Cancer, specifically hemangiosarcoma, robbed us of more time together. Scout was a joyful and happy pup. He definitely left his paw prints all over our hearts.
Now both Scout and Zoe are guiding Ziva and me from the Rainbow Bridge. Ziva and I will carry the Scout & Zoe’s torch forward and ensure all our products make dogs across the globe happy. Zoe and Scout would want it that way!
Products
What are the sources for your treats and antler chews?
All of our products [treats and antler chews] are sourced from USA raw ingredients and produced with lots of love in the USA, by people who love dogs.
Orders
Can I cancel an order that I just made?
If you need to cancel an order, and you haven't received a shipping notification, please contact us. Once your order has been processed and has left our warehouse, an order can no longer be cancelled.
Payments
What payment methods do you accept?
We can accept payments using any of the following: Visa, Mastercard, American Express, Discover, Diners Club, or JCB credit cards. All payments are processed through authorize.net.
Shipping
When will my order ship?
Retail orders are usually packed and shipped out within one business day (M-F). Orders placed on the weekend will be processed the following Monday.
In rare instances, sometimes orders may take longer to pack and ship. If you have shipping questions about an existing order, get in touch with us.
How can I track a shipment?
Once your order ships, a tracking number will be added to your order summary. This number is viewable under Account > Orders.
An email will also be generated and sent out to you once tracking is added.
Returns
Do you accept returns?
Due to the nature of the products we offer, we generally don't accept returns. In the rare case that you have an issue with the quality of an item purchased from us, let us know and we'll get a replacement sent out.
Wholesale
Questions pertaining to wholesale customer accounts.
Please also see our Wholesale Terms and Conditions.
General
What is the difference between a retail and wholesale account?
Wholesale accounts get special bulk pricing, and are tax exempt.
What are the requirements for a wholesale account?
In order to open a new wholesale account, please choose "Wholesale Customer" when registering a new account on the site. You'll need to enter both your Registered Retail Merchant Certificate (RRMC) and Employer Identification Number (EIN).
I registered for a wholesale account, but it still says "pending". What's up with that?
All new wholesale accounts are checked and manually approved by Scout and Zoe's, and sometimes we get busy.
If you need to place an order and your wholesale status hasn't updated, let us know - we'll get you fixed up.
Products
I am considering purchasing products and having them branded to my company. What are your capabilities?
Scout & Zoe’s does have the ability to produce products for private labeling. Please contact us for more detailed information at [email protected].
Orders
Is there a minimum order requirement for a wholesale purchase?
We do not have a minimum order requirement for any order. Feel free to order the quantities you need of each product.
How do I reorder products?
You can repeat a previous order on the site by going to Account > Orders. From there, click on the previous order you'd like to repeat (ex: Order #123). Select your items from the list and click the REORDER button.
If you'd rather give us your order over the phone, please call (317)457-7722.
You can also send us an email with your order, with product sizes and quantities to [email protected].
Payments
When will I be charged for my order?
Your credit card will be charged once you submit your order. Note that for all wholesale orders, shipping costs are calculated once your order is packed at our warehouse. You may see an additional charge for shipping on your card once your order leaves our warehouse.
Shipping
What method of shipping does Scout & Zoe's utilize?
We ship wholesale orders via FedEx Ground. If your order is large enough to require pallets, those orders will ship out via FedEx Freight.
Do you charge for shipping?
Yes. We will include the charge for shipping on your invoice. You are charged what we pay for shipping.
How can I track a wholesale shipment?
Once your order ships, a tracking number will be added to your order summary. This number is viewable under Account > Orders.
An email will also be generated and sent out to you once tracking is added.