FAQ

If your questions aren't answered here, please feel free to also visit our other page for more information.
If you have a specific question, you can leave us a message down below!

WHAT IF THE SIZE I BUY DOESN'T FIT?

Most of our collars and harnesses are custom made to fit your dog and are not adjustable. We work on the measurements provided when you place your order.  Unfortunately, we cannot accept returns or refunds based on the size not being a correct fit.  

Small variation may occur (~0.5cm) due to the handmade nature of our products. 

Click here for our measuring guide.

HOW LONG WILL IT TAKE TO MAKE MY ORDER?

We are only a small business, so please be patient with us while we get your order ready during high order periods!


You can expect your order to take one to two weeks to be handmade for you. The exact period depends on the order queue and the size of your order. Once your order is packed and sent off to you, you will receive a notification.

SHIPPING

All local orders are shipped through Hong Kong Post or SF Express (cash on delivery).

We also ship internationally. Drop us a message for a shipping quote. Please note that you are responsible for all duties, taxes and customs charges. 

We do not take responsibility for orders once dispatched. We are not responsible for unexpected shipping delays, resulting from such as severe weather conditions, natural disasters or other circumstances related to postal services, such as clearance delays and accidents.

In the case the postal service is unable to deliver your package due to an incorrect address, multiple failed delivery attempts, refusal to accept the parcel, refusal to pay duties, we are not responsible for the payment of re-shipping your order. Customers are responsible for all shipping costs in regards to returned parcels due to failed delivery.

SAFETY AND QUALITY

Safety to all animals is our priority. If you are unsure if a product is suitable for your dog, please contact us and we will be more than happy to assist.

 

No item is indestructible by a dog or pet, so please ensure you carefully read all item descriptions before purchase to ensure the product is suitable for your pet. Please purchase carefully and wisely. We cannot be held accountable for any destruction caused to a product by your pet. 

We are not responsible for regular wear and tear of the accessories, including but not limited to the following:

- Damage caused by chewing or biting
- Scratches, abrasions, abrasion marks
- Damage due to improper care and use
- Damage due to excessive use in water and dirt
- Natural signs of use on leather products (scratches, cracks, scars etc.)

HOW DO I CARE FOR THE PRODUCT?

We recommend you carefully hand wash our products in cool or lukewarm water. Spot clean area that require thorough cleaning. Do not machine wash or tumble dry. 

As the hardware is metal, the surface can scratch. 

Pilling occurs naturally on cotton. When it occurs on your Marshmallow or Cotton Rope products, you may use a fabric shaver gently on the products.

I'D LIKE TO SEND MY ORDER AS A GIFT, CAN YOU DO GIFT WRAPPING?

We don't offer gift wrapping service at the moment, but we are happy to print a customised card for your special occasion. Simply drop us a message.