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COMMONLY ASKED QUESTIONS

WHEN WILL MY ORDER SHIP?

Our production schedule is currently 3-7 business days. This is the time it takes to make your order and does not include the shipping/delivery time.  

WHEN CAN I EXPECT TO RECEIVE MY ORDER?

Delivery depends on the method of shipping you choose.

Canadian orders that meet Canada Post's requirements can ship by Lettermail. Lettermail is by stamps and does NOT include tracking or insurance or a guaranteed delivery date. This service can take 3-8 business days usually but can take longer due to rural locations, weather and holiday volume. 

 

Canada Post does not allow items thicker than 2cm to ship by Lettermail and those items must ship by tracked parcel shipping which we provide at a discounted rate. Delivery with the tracked service can take 2-8 business days depending on location. 

USA Orders ship with tracking through Chit Chats with final delivery by USPS. Delivery usually takes 4-6 business days, but could be longer due to rural locations, weather and holiday volume. 

While USA orders valued under $800 USD are exempt from import duty taxes, the buyer is responsible for any duty and import taxes that may apply at the discretion of your country's customs agency.

CAN I MODIFY MY ORDER AFTER I PLACE IT?

As long as your order has not been made yet, you can modify it up to 2 business days from placing your order. 

OOPS! I USED MY OLD ADDRESS. CAN I CHANGE IT? 

As long as your order has not been shipped yet, please contact us ASAP with the correct shipping address. If your order has already shipped, in the USA you will need to contact USPS to request a re-direct which requires a fee. In Canada, for tracked packages, contact us with the new address to see if Canada Post can re-direct. This may require a fee. Any fees that Pooch & Tabby incurs due to returns, re-directs due to the incorrect address are the responsibility of the customer. Lettermail orders cannot be re-directed and nothing can be done to reclaim a Lettermail package. The local carrier or the accidental receiver may 'return to sender' the package, at which point we would contact you if it is returned, however this may take 2-3 weeks and 4+ weeks during holiday periods, as Lettermail returns are not a priority for Canada Post, in our experience. 

CAN I CANCEL MY ORDER?

Yes, cancellations are accepted up to 2 days after purchase, then all items go into production.

CAN I TIE MY DOG OUT USING YOUR PRODUCTS?

We've tested our products for strength & durability for everyday use. Based on the tensile strength of our raw materials, our products are safe during normal use and everyday wear and tear (scratching, biting, pulling excluded). Our products NOT for tie-out or pulling additional burden other than pet's own weight. Each consumer is responsible for determining the suitability of Pooch & Tabby products for their individual situation and assumes all responsibility/liability by purchasing said products. Pooch & Tabby and its owner cannot be held responsible for any injury or damage that may result from the use of our products. As with all pet products on the market, they should be inspected regularly for wear and tear, and replaced as required.

WHAT IS YOUR EXHANGE/RETURN POLICY?

Please see our Exchange and Return Policy page for more information. Currently we do not offer exchanges or returns. Because we offer a variety of widths, sizes and hardware options, each item is made to order and custom just for your pet. 

WHAT ARE YOUR SIZES?

Please refer to the sizing chart images in each listing for sizing options for your dog or cat. If your pup falls just outside of a size range or at the very end, we can add an extra inch or two to accommodate your pet's specific size, especially if your dog is an adult and is no longer growing.

For example, the small size adjusts from 9 - 13" and the medium adjusts from 12 - 19". If your pup has a 14" neck, rather than get a medium and have 5" of extra bulk, we can add an extra inch or two to the small size to ensure a comfortable fit at no extra charge. 

HOW DO I FIGURE OUT MY PET'S NECK SIZE?

We recommend measuring your pet's neck vs their current collar. Collar size is not determined by weight, however we can use your dogs weight to help determine the best width. Using a soft tape measure or even a string or shoelace, measure your pet's neck at its widest part or where the collar will sit. Make sure to leave some wiggle room (about two fingers thick).

 

If you're using a shoelace or string, you can lay it on a flat ruler once you've measured the neck to figure out the size. If you're having issues figuring out your pet's size, please reach out to us for help!

HOW DO I CARE FOR MY ITEMS?

Check out the Product Safety & Care page for more information. Most collars and leashes can be hand washed or machine washed on a gentle cycle with cold water. Air dry only. For spot treatment, use a soft toothbrush to remove mud, dirt, etc.

Accessories such as bow ties and flowers should be gently washed by hand or spot treated when dirty.

WHERE ARE YOUR PRODUCTS MADE?

Your items are handcrafted in my smoke-free home studio in Toronto, ON. The majority of our hardware are sourced from suppliers across Canada. Because we strive to get the best quality fabrics on the market, our fabrics are bought mainly from suppliers in Canada and the US, and made by designers from around the world.

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