Frequently Asked Questions

Frequently asked questions are listed below. For any others you can contact us here.

Is there a rural delivery surcharge?
No. Our shipping rates do not include a rural surcharge.
Do you ship outside New Zealand?
Yes. We ship to Australia and the US. View Shipping Information for rates. If you would like a product shipped to another overseas destination please contact us for a quote.
My package hasn't arrived yet.
You should have received an email when your order was dispatched, including a tracking link; click the tracking link for delivery updates. This also provides contact details for the couriers so you can contact them directly. View Shipping Information for standard delivery timeframes – please allow extra time for rural addresses, and any specified disruptions (e.g. Covid).

Refunds / Exchanges
What if I choose the incorrect size, or the product is not suitable?
All products carry a 21 day exchange / refund policy, should you get the wrong size or simply change your mind. For more details see our exchange / refund policy.
How do I exchange or return a product?
Simple. Just follow the exchanges / refunds process.
How do I choose the correct size collar, clothing item, or dog robe?
On every product page you will find sizing information and instructions under the “Size Guide” tab. You can also visit our Size Guide page.
Coats & Jumpers
Why don't your coats have harness holes?
There are many different types of harnesses, each with different leash attachments. It therefore becomes challenging to find a suitable universal position for a harness hole that works for most customers. We recommend that a harness is worn over the top of a coat / jumper for the following reasons:

  • If a dog pulls it can pop the coat open
  • It can place stress on the garment and damage it
Why do you use snap fasteners on your coats instead of velcro?
We use resin snap fasteners on our dog coats because:

  • Some dogs do not like the ripping sound of velcro
  • The performance and appearance of velcro can deteriorate over time
  • Velcro loses its effectiveness when it becomes wet
Can I get a harness hole added?
We can have a harness hole fitted to a coat for you by our manufacturer. There would be an additional charge for this (approx $10) but you would not be able to return the product under our exchange/refund policy.
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