Customer Service Policy

Our Customer Service Commitment

We want every part of your shopping experience to feel clear, simple, and supportive. Our customer service team is here to help with product questions, sizing guidance, order information, shipping updates, returns, refunds, damaged items, incorrect items, and other concerns related to your purchase.

How to Contact Us

Please contact us through the Contact Us page on our website. To help us assist you efficiently, include your order number when available and provide a clear description of your question or concern. If your request involves a damaged, defective, or incorrect item, including clear photos can help us review the issue more quickly.

Customer Service Scope

We can assist with the following types of requests:

Product information and general product questions

Sizing and fit guidance based on the information available for each product

Order status and shipment information

Requests to change or cancel an order before shipment when possible

Delivery questions

Return and refund requests

Damaged, defective, missing, or incorrect items

Questions about payment confirmation and order records

General website and shopping support

Order Processing Support

Orders are generally prepared for shipment within 1 to 3 days. Once an order has entered the shipping process, changes or cancellations may no longer be possible. If you need to request a change or cancellation, contact us as soon as possible through the Contact Us page. We will review the status of the order and help when the request can still be accommodated.

Shipping and Delivery Support

Estimated delivery is generally 6 to 12 days after shipment. Delivery times are estimates and can be affected by carrier operations, destination conditions, customs processing, weather, transportation disruptions, address issues, or other circumstances outside our direct control.

If your tracking information has not updated for a period of time, or if you believe your shipment may be delayed, contact us through the Contact Us page. We will review the available shipment information and help determine the appropriate next step.

Customs Duties and Import Charges

Applicable customs duties and related import charges are covered by us. Customers should not be required to pay those charges separately. If you receive an unexpected request for an import-related payment connected to your order, please contact us before making payment so we can review the situation.

Returns

We support eligible returns within 60 days. Returned products should be in a condition suitable for review and should include the original product components whenever reasonably possible. Items that show excessive wear, misuse, intentional damage, or conditions unrelated to normal evaluation may not qualify for a full refund.

Before sending a return, please contact us through the Contact Us page so we can provide the correct return instructions. Returns sent without contacting us first may take longer to identify and process.

Refunds

Once a return or refund request has been approved and processed, the refund generally takes 5 to 10 days to appear through the original payment method. Processing times can vary depending on the payment provider or financial institution.

Refunds are normally issued to the original payment method used for the purchase. If that method is no longer available, contact us so we can review the available options.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us through the Contact Us page. Include your order information, a description of the issue, and clear photos when possible.

After reviewing the information, we may offer an appropriate solution such as replacement, refund, or other support depending on the circumstances.

Missing Items

If your package arrives but an item appears to be missing, please check the full package and all packing materials first. Some orders may be shipped in more than one package. If you still believe an item is missing, contact us through the Contact Us page with your order information so we can review the shipment details.

Incorrect Address Information

Customers are responsible for providing complete and accurate shipping information at checkout. If you notice an error in your address, contact us as soon as possible. If the order has not yet shipped, we may be able to update the address. Once the order has entered shipment, address changes may be limited or unavailable.

If a package is returned or delayed because the address provided was incomplete or incorrect, we will review the situation and explain the available next steps.

Product Sizing and Fit Guidance

We provide sizing information to help customers choose the most suitable option. Because dogs vary in body shape, coat thickness, and proportions, sizing recommendations are guidance rather than a guarantee of exact fit.

We recommend measuring carefully and following the product-specific size information before ordering. If you are unsure between sizes, contact us through the Contact Us page and provide the measurements requested on the product page.

Fair and Respectful Communication

We are committed to providing respectful and helpful service. We ask customers to communicate respectfully with our support team as well. We may limit or end conversations that involve threats, harassment, abusive language, repeated bad-faith claims, or attempts to misuse customer service processes.

Fraud Prevention and Order Review

Some orders may require additional review to protect customers and reduce fraudulent activity. We may request additional information when an order appears unusual or when payment verification is necessary. If an order cannot be reasonably verified, it may be delayed or cancelled and refunded.

Customer Information

Information shared with customer service is used to respond to your request, manage your order, process returns or refunds, improve support, and maintain appropriate transaction records. Please avoid sending unnecessary sensitive information through customer service messages.

Service Limitations

Customer service can provide product and order support, but it cannot provide veterinary, medical, training, or behavioral advice. Product information should not be treated as a substitute for guidance from a qualified professional when professional advice is needed.

Policy Updates

We may update this Customer Service Policy to reflect changes in our services, order processes, or customer support practices. The version displayed on the website is the version that applies when you review the policy.

Contact

For customer service questions, please use the Contact Us page on our website.