COMMONLY ASKED QUESTIONS
WHEN WILL MY ORDER SHIP?
Our current production time is 3–7 business days. This is the time it takes to make your order and does not include shipping or delivery time.
Once your order is ready, it will be shipped using the shipping method selected at checkout.
WHEN CAN I EXPECT TO RECEIVE MY ORDER?
Delivery times depend on the shipping method selected at checkout and your destination.
For current information about shipping options, estimated delivery times, tracking, Canada Post requirements, U.S. orders, international shipping, and potential delivery delays, please see our Shipping & Delivery Policy.
Please keep in mind that delivery estimates are provided by the carrier and are not guaranteed. Production time is separate from shipping and delivery time.
CAN I MODIFY MY ORDER AFTER I PLACE IT?
Because our products are handmade to order, orders may enter production shortly after they are received.
Modification requests must be made within 2 business days of placing your order and before production has begun.
Please contact us as soon as possible at support@poochandtabby.com if you need to make a change. Once production has begun, we generally cannot modify your order.
OOPS! I USED MY OLD ADDRESS. CAN I CHANGE IT?
If you notice an error in your shipping address, please contact us as soon as possible at support@poochandtabby.com with the correct address.
If your order has not yet shipped, we’ll do our best to update the address before it leaves us. Once an order has shipped, what can be done depends on the shipping method.
Lettermail cannot be redirected or tracked. If it is sent to an incorrect address, it may be returned to us if the carrier or recipient sends it back, but there is no way for us to intercept or recover a Lettermail package that is delivered and kept by the recipient.
For tracked shipments, the carrier may have options for returning or redirecting the package, which may involve additional fees.
Customers are responsible for providing an accurate shipping address. Any fees or additional shipping costs resulting from an incorrect address, including return or redirection fees, are the customer’s responsibility.
For more information about address changes, returned packages and shipping methods, please see our Shipping & Delivery Policy.
CAN I CANCEL MY ORDER?
Cancellation requests must be made within 2 business days of placing your order and before production has begun. Please contact us as soon as possible at support@poochandtabby.com if you need to cancel your order.
After the 2-business-day window, cancellations are not guaranteed. If production has already begun, we generally cannot cancel the order.
CAN I TIE MY DOG OUT USING YOUR PRODUCTS?
No. Our collars and other pet products are not designed or intended for tie-outs, tethering, unattended restraint, or pulling additional weight beyond your pet’s own weight.
Our products are designed for their stated everyday uses, but no pet accessory is indestructible. We recommend inspecting your pet’s collar and hardware regularly and replacing it if you notice damage or excessive wear.
For more information about proper use, safety and care, please see our Product Safety & Care policy.
DO YOU SHIP OUTSIDE OF CANADA?
Yes! We currently ship outside of Canada to the United States, Australia and New Zealand.
For current shipping rates, estimated delivery times, tracking, customs and import information, and other destination-specific shipping details, please see our Shipping & Delivery Policy.
WHAT IS YOUR EXCHANGE/RETURN POLICY?
Because our products are handmade to order, we do not offer returns or exchanges for change-of-mind purchases, incorrect size selection, or personal preference.
If your order arrives with a missing or incorrect item, or with a defect that occurred during the making of your item, please contact us with clear photos of the issue. If the problem is the result of an error on our part or a defect in the item, we’ll make it right.
For full details, please see our Returns & Exchanges Policy.
WHAT ARE YOUR SIZES?
Please refer to the sizing chart images in each product listing for the available sizing options for your dog or cat.
If your pet falls just outside a size range or is right at the very end of a range, we can add an extra inch or two to accommodate your pet’s specific size at no extra charge. This can be especially helpful for adult pets that are no longer growing.
For example, if the Small size adjusts from 9–13" and the Medium adjusts from 12–19", and your pet has a 14" neck, we can add an extra inch or two to the Small rather than having you move up to a Medium with several inches of extra bulk.
If you’re unsure which size to choose, please contact us before placing your order. We’re happy to help!
HOW DO I FIGURE OUT MY PET'S NECK SIZE?
We recommend measuring your pet’s neck rather than relying on weight or breed. Collar size is based on your pet’s neck measurement, not their weight. Your pet’s weight can be helpful when choosing the most appropriate collar width.
Using a soft tape measure, string or shoelace, measure around your pet’s neck where the collar will sit. The measurement should be comfortable, with enough room for approximately two fingers between the collar and your pet’s neck.
If you’re using string or a shoelace, simply lay it against a ruler or measuring tape afterward to determine the measurement.
If you’re having trouble figuring out your pet’s size, please contact us before ordering. We’re happy to help!
HOW DO I CARE FOR MY ITEMS?
Most collars and leashes can be hand washed or machine washed on a gentle cycle with cold water. Air dry only.
For spot cleaning, use a soft toothbrush to gently remove mud, dirt or other buildup.
Accessories such as bow ties and flowers should be gently hand washed or spot treated when needed.
For complete care and safety information, please see our Product Safety & Care page.
WHERE ARE YOUR PRODUCTS MADE?
Our products are handcrafted in our smoke-free home studio in Toronto, Ontario, Canada.
We source our hardware, fabrics and other materials from suppliers across Canada. Our fabrics and materials come from a variety of manufacturers and designers, including Canadian and international companies.
We carefully select our materials based on quality, durability and suitability for their intended use.
WHY IS THE PRICE DIFFERENT IN YOUR ETSY SHOP?
Our Etsy prices may be different from the prices on our website because selling through Etsy involves additional marketplace fees and costs that don't apply to orders placed directly through our website.
These costs include Etsy listing, transaction and payment processing fees, as well as other fees that may apply to Etsy sellers. Our Etsy prices are adjusted to help account for these additional costs.
Consider supporting your favourite Etsy sellers by shopping through their standalone websites whenever possible!
DO YOUR PRODUCTS HAVE A WARRANTY?
We do not offer a blanket warranty on our products. Our items are handmade for their intended everyday use and should be inspected regularly for signs of damage or excessive wear.
If you receive an item with a defect or there is a problem caused by an error on our part, please contact us with clear photos of the issue and we’ll be happy to take a look.
Damage caused by normal wear, pet behaviour, chewing, biting, pulling, scratching, environmental exposure or use outside the product’s intended purpose is not covered.
For more information, please see our Returns & Exchanges and Product Safety & Care policies.