FAQ

We currently ship to U.S. domestic street addresses only.

Not supported: Alaska, Hawaii, U.S. territories, PO Box, APO/FPO/DPO addresses.

Processing time: 1–3 business days.

Transit time (after shipment): 7–14 business days within the continental U.S.

Please note that delivery may be affected by carrier delays, extreme weather, peak seasons, or incorrect addresses. We appreciate your patience.

No. We can’t deliver to PO Boxes or military/diplomatic mail (APO/FPO/DPO). Please provide a valid street address.

You’ll receive a shipping email with a tracking link once the order ships.

You can also view your orders in your account or use your tracking number on our tracking page.

It’s normal for tracking to update only after the package is scanned by the carrier’s next facility. During hand-offs or peak periods, scans may be delayed a few days. If your order is still within the estimated window, please allow some time. If it’s overdue, contact us and we’ll help follow up with the carrier.

We process orders quickly. If you need a change or cancellation, email us as soon as possible (subject: “Change/Cancellation + Order #”).

• 
  If the order hasn’t been processed, we’ll update/cancel it.
  
• 
  If it has shipped, please use our returns/exchanges process below.

Please check:

1. The address on your order confirmation
   
2. With family/roommates/neighbors
   
3. Your mailbox, porch, building lobby/parcel room
   
4. Notices of attempted delivery
   
   If you still can’t find it, email us and we’ll assist you.

• Apparel: New condition, tags attached, original packaging; no odor, pet hair, or wear.
  
• 
  Collars – Customized (engraved/personalized): Not eligible for return/exchange unless defective or wrong item received.
  
• 
  Collars – Non-custom: New condition without scratches/wear, all accessories & packaging complete; no odor or signs of use.
  
  
  One free return/exchange within 30 days (U.S. domestic) for non-custom collars.
  
  
  

Items that do not meet the above standards or affect secondary sale cannot be accepted.

Please include your order number and contact info inside the return parcel to speed up processing.

1. Email us within 30 days of delivery (subject: “Return/Exchange + Order #”).
2. Wait for our approval and return instructions.
3. Ship the item back using the provided/approved method.
4. We’ll process your exchange or refund 2–3 business days after the return is received and inspected.

• Defective / wrong item: After verification, we cover return shipping.

• Non-quality returns: Customer pays return shipping.
  Exception: non-custom collars get one free return/exchange within 30 days (U.S. domestic).

• Original shipping fees are non-refundable.

Refunds are issued to your original payment method 2–3 business days after we receive and inspect the return.

• Final Sale or deeply discounted items are non-returnable and non-exchangeable.

• Personalized (engraved) collars are non-returnable unless defective/wrong item.

Our products are made in China by audited manufacturing partners. We carefully control materials and craftsmanship to ensure comfort, safety, and durability.

Each product page includes photos, features, care instructions, and a size guide. If you need more help, contact us.

• Apparel: Follow the care label; we recommend hang dry.

• Collars: Gentle hand wash and air dry.

Measure your dog’s chest / neck / back length and refer to our size chart (breed reference where available).

If between sizes, choose the larger size, prioritizing chest measurement.