We're Here for You (and Your Dog)
Real humans, genuine help, quick replies. Every customer service question deserves a real answer — whether it's about sizing, an order, a return, or the best leash for a jet-propelled beagle.
How to Contact Us
All customer service runs through our Contact page. One channel, no phone trees, no lost tickets.
What to Include
- Your order number (if you have one)
- The product you're asking about
- A brief description of your question or issue
- Photos, for damage or defect claims
Our Response Times
- First reply: within 24-48 hours, 7 days a week
- Returns and refunds: resolved within 5-10 business days of receiving your item
- Warranty claims: evaluated within 3 business days of receiving photos
What We Can Help With
Before Purchase
- Sizing guidance — harness, collar, and bed measurements
- Product recommendations by breed, strength, and walking style
- Discount, bundle, and shipping questions
Order Support
- Address corrections (fast as possible — before dispatch is best)
- Tracking interpretation and carrier escalations
- Delivery exceptions: lost, delayed, or damaged packages
After Purchase
- Fit adjustments and usage coaching
- Return and exchange processing
- Warranty coverage and claims
- Care and washing instructions
Order Modifications
Address Changes
Contact us immediately — while orders are within the 1-3 day processing window, we can usually update your address at no charge.
Product Swaps
Before dispatch, we'll try to swap colors or sizes. After dispatch, the standard return-and-reorder process applies with a free return label.
Cancellations
Free of charge any time before your order ships.
Complaints and Escalations
If a response didn't resolve your issue, reply to the same message with "escalate" in the subject line and it will be reviewed by a senior team member within one business day. We track complaint outcomes and review them monthly — your frustration literally changes how we operate.
Good-Faith Policy
Dogs are family, and family gets the benefit of the doubt. When something is genuinely our fault — wrong item, defective batch, lost package — the resolution is replacement or full refund, at your choice, at our cost.
