I'm not a vet but I know what a dog is

Many of our items are made especially for you at the point of order, therefore these take a little longer to be shipped out. Orders can take up to 4 weeks during busy periods (longer for international orders), so please bear that in mind when ordering.

For packages lost in transit, all claims must be submitted no later than 15 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you provide an address that is considered insufficient by the courier, the shipment will be returned. You will be responsible for reshipment costs once we have confirmed an updated address with you (if and as applicable). We are not responsible for any mistake in the address on the order, so please take care when submitting.

Shipments that go unclaimed are returned to us, and there will be a fee for reshipment.

Because Made For You and Hand Made items are made especially for you at the point of sale, we cannot accept returns and we cannot issue refunds on them, so please be extra careful when ordering these items. If in doubt, we advise ordering a size up. We also do not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons.

If the item is faulty we will replace the item immediately (this excludes the courier or postage costs). Any claims for misprinted / damaged / defective items must be submitted within 10 days after the product has been received. You must email photographs of the faulty item and packaging, plus receipt showing your order number.

If returning other items, we ask customers to return items and reorder. In some exceptional circumstances we will pay the return shipping. We will try to resolve issues quickly. Please note that if you send items back with an incorrect or incomplete address we are not responsible for lost items, and your money may not be returned. The return address is set by default to the fulfilment facility unless it's one of our stock items. Stock items will be returned to the address on the shipping label.

For any questions, comments or complaints, please contact us by clicking here.