Sizing & Fit

Q: How do I choose the right size for my pet?
A: We recommend measuring your pet’s neck, chest, and back length and comparing with our Size Guide. Not sure? Contact us before ordering — we’ll help you choose the perfect fit.

Q: What if my pet is between sizes?
A: If your pet is between sizes, we recommend choosing the larger size for a more comfortable fit.

Q: What if I choose the wrong size?
A: We do not offer refunds for incorrect sizing if the correct size was selected.
To avoid this, please double-check measurements or contact us before ordering.

Shipping

Q: How long does shipping take?
A: Orders are processed within 1–3 business days. Delivery typically takes:

• Canada & USA: 7–12 business days
• International: 10–20 business days

Q: How can I track my order?
A: Once your order ships, you’ll receive a tracking number via email. Please allow 2–5 days for tracking updates.

Q: Why is my order taking longer than expected?
A: Shipping times may vary due to customs, weather, or carrier delays. Rest assured — your order is on the way.

Returns & Refunds

Q: What is your return policy?
A: We accept returns within 14 days of delivery. Items must be unused, clean, and in original condition.

Q: Can I return items that my pet has worn?
A: No. For hygiene reasons, we cannot accept returns on items that have been worn or used by pets.

Q: Who pays for return shipping?
A: Customers are responsible for return shipping unless the item is defective or incorrect.

Orders

Q: Can I change or cancel my order?
A: Orders can be modified or cancelled within 12 hours of placing the order. After that, processing begins.

Q: I entered the wrong address — what should I do?
A: Please contact us immediately. We can only update addresses before the order is shipped.

Product Questions

Q: Are your products safe for pets?
A: Yes. Our products are designed with your pet’s comfort and safety in mind.

Q: How do I know if my pet will be comfortable?
A: Make sure to choose the correct size and avoid overly tight fits.
If you’re unsure, we’re happy to help before you order.

Contact

Q: How can I contact you?
A: You can reach us anytime at urbanpup26@gmail.com. We typically respond within 24–48 hours.