What is your current processing time?
All orders are currently on a 10-14 business day processing time from the date that you purchase on regular orders. Please note this time frame does exclude weekends and holidays.
All pre-orders, custom orders, and face masks purchased are subject to different processing times. Please to refer to their descriptions for time frames.
What is your current shipping time?
*UPDATE AS OF 6/14/2020
Due to the current state of COVID-19, we can not guarantee packages will arrive within standard shipping times. Once your package leaves us, we have no control over the shipping time. All current shipping carriers are not guaranteeing shipment times even for priority orders.
The shipping time is approx. 2-5 business days for US only.
The shipping time is approx. 2-3 weeks on international orders.
Do you offer refunds/returns?
Once orders are placed, we do not accept refund or returns unless the products have come to you damaged or you believe you received the wrong product.
I received the wrong product, what do I do?
Don’t worry, it happens. Being one person making and fulfilling all the orders I sometimes make mistakes. If you received the wrong product, please keep it in its original packaging and do not use it. You must email us within 5 days of receiving the product. Please email firstname.lastname@example.org with your:
- Order number
- Picture of the product you received
- Name of the product you were supposed to get
My product came damaged; what do I do?
We do our best to quality control all our products. Sometimes we miss something, or sometimes shipping can take a toll on your package. If your product is damaged you must email us within 2 days of receiving the product. Please email email@example.com with your:
- Order number
- Pictures of the product damaged
Because all of our products are handmade, they have particular ways to care for your product. We are not responsible for improper care of our products. All pets should always be supervised when wearing our products.
The product(s) I bought does not fit myself or my pet. Can I exchange it?
We do accept exchanges for a different size in our bandanas, collars, scarves, and tees only. We do not accept exchanges for any reason on all custom orders, face masks, one-size products, and clearance items as they are all final sale. If the product does not fit you or your pet, you may request to exchange up to 3 days after you have received your product. The product must be undamaged and barley worn. Please email us at firstname.lastname@example.org. You will be responsible for the cost of shipping back the product. Exchanging more than 3 products depending on the weight may require you to pay to ship the new products as well. We do not cover the shipping cost of international orders either way.
I accidentally put in the wrong address or need to change my address.
If you just ordered or your order is in processing you can email us a email@example.com to change your address if we have not already shipped it out. It is imperative that the correct address is inputed. Failure to do so will result in the package coming back to us in an unknown time-frame. Any orders returned to us due to wrong address will have to pay to ship out the product to the correct address and are not entitled to a refund.
My product says it was delivered, but it's not here.
Unfortunately, we do not have any control over packages and how they get delivered to you. What you see on your tracking website is the same on our end. Sometimes carriers mark the package as delivered even if it hasn't.
The first step is to wait 1-2 more days to see if the package shows up and check with your neighbors to see if the package may have been delivered to the wrong address. If the package doesn't show up, it's your responsibility to contact your local USPS to get an update on the package or file a claim on the USPS website here: Claims. We can not do this for you.
Since we have no control over the shipping of your products, we are not responsible for lost or stolen packages. We do not give refunds or send new products. We always suggest you pick the shipping option that provides insurance. We also offer insurance protection through a third-party provider called, Route. You can choose to enable Route right before you purchase at the bottom of your cart.
What is Route insurance?
Route reduces customer effort through a seamless claims filing process. Order issues, including lost, damaged, or stolen packages. The cost to customers for shipping protection is generally $0.98 for orders under $100 of merchandise value and $1.00 per $100 of merchandise value for orders of $100 or more.
How do I care for my product?
We recommend all our products be hand washed only with a mild soap, water, and air dry. This includes our blankets, scarves, bandanas, collars, headbands, and bowties. Our shirts should always be turned inside out when put in the wash. They can be washed on a cold, delicate, and low-medium tumble. We are not responsible for improper care of any of our products.
*Every washer is different please use your best judgment.
Are you accepting any models/brand ambassadors at this time?
Yes, we are currently seeking models for our company. You can find all information and application regarding our search here: Model Search.
Do you wholesale to retailers/small businesses?
Yes, we currently wholesale to over thirty small businesses made up of pet supplies, boutiques, gift stores, and more. We take pride in making sure the retailers we work with share the same visions, goals, and are a good fit for our products. For more information on having our products in your stores please contact Maddie at firstname.lastname@example.org.