Frequently Asked Questions
1. Do you offer custom sizes for pet clothing and accessories? Unfortunately, we do not provide custom sizing options at this time. While minor adjustments may be possible for existing sizes, please contact us to discuss this before placing your order. We strive to accommodate pets of all shapes and sizes, but due to time constraints, custom sizing is not feasible.
2. How do I measure my pet for sizing? To ensure the perfect fit for your furry friend, two essential measurements are required. First, measure from the collar area down to the lower part of your dog, capturing their length accurately. Second, measure around the widest part of their chest to ensure a comfortable fit.
3. When will my order be dispatched? All items are made to order, so processing times apply. You can find current processing times on our Home Page, which are updated seasonally. Please note that processing times are estimates and may vary depending on order volume. While we aim to stay within these times, some flexibility is appreciated, especially from August to May. For more details, refer to our Terms & Conditions page.
4. Why can’t you provide specific processing times? Several factors affect order completion speed, making it challenging to give precise processing times. Each item varies in production time, and order volumes fluctuate seasonally. We aim for transparency and wouldn't want to promise something we can't guarantee. Orders may also be fulfilled sooner than expected, especially during low-volume periods.
5. Why are processing times longer in winter? Winter sees a higher demand for pet clothing and accessories, resulting in longer processing times. Ordering during warmer months ensures you're prepared for chilly weather without extended wait times.
6. Is there a fast track option available? We do not offer a fast track option to maintain fairness among all customers. Orders are processed in the sequence they're received to ensure equal treatment. While some ready-made items are available for immediate shipping, please understand that crafting each piece individually is time-consuming.
7. What if I didn’t receive my order confirmation email? If you didn't receive your confirmation email, please check your junk folder first. Ensure the email provided during ordering is accurate. If you still haven't received confirmation, feel free to contact us. Additionally, monitor your junk folder for shipping notifications.
8. Can I return or exchange my order if it doesn’t fit my pet? Unfortunately, we cannot accept returns or exchanges since each item is made to order and customized to your specifications. Limited fabric availability further complicates replacements. If unsure about sizing or other details, please reach out before placing your order. Damaged or incorrect items should be reported upon receipt for timely resolution.
9. What are the shipping times? Refer to our Terms & Conditions page for shipping details and guidance on handling delayed or lost packages.
10. How can I contact you? While we've addressed common queries on various pages, including the Terms & Conditions, sizing, and Home Page, you can reach us directly via email or by replying to confirmation emails. Please avoid contacting us through social media to ensure prompt responses.