FAQ

If your questions aren't answered here or have a specific question, please leave us a message!

WHAT IF THE SIZE I BUY DOESN'T FIT?

All items offered are made to order. We do not accept return / refund if the size you provided is incorrect. Message us with photos if you are unsure of the sizing before you place your order. For growing puppies, please choose adjustable styles or get in touch with us before placing your order. Please note that a small deviation may occur on all handmade items.

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!

 

An approximate lead time is stated on the top of our webpage. The exact time frame depends on the order queue and the size of your order. Once your order is ready to ship, you will receive an email notification with tracking information.

SHIPPING

All local orders are shipped via SF Express (cash on delivery, meaning buyer pays the fee).

We also ship internationally. Drop us a message for a shipping quote. Please note that buyer is 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.)

Please understand that dog accessories are consumables. We do not repair or take return / refund for all products except for initial defects such as hardware malfunctioning; accessories not made to the requested size; or wrong items sent. If you find any problems with your items, please contact us within 2 days upon the receipt of your items and make sure that the items are unworn and unused.

Always check your accessories before using to avoid accidents.

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. 

The surface of our metal hardware will scratch over time. 

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.