FAQs

We will do our best to accommodate any change requests, but cannot guarantee that updates will be made before your order ships.

For pre-orders, changes or cancellations can only be made during the pre-order period.Please reach out to [email protected] as soon as possible after you place an order and our team will work with you to resolve any issues.

Please note that our business hours are Monday - Friday 9am to 5pm.

Once your order ships, you’ll receive an email notification, which will provide a link to order tracking details. Occasionally, the carrier takes 1-2 business days to provide tracking info once your order ships. If you still have questions, reach out to [email protected].

Unused or unworn items can be returned within 30 days for a refund or items can be exchanged within 30 days, just follow this link. At this time, we do not accept exchanges for limited-edition collections. Items discounted 40% or more are final sale and not eligible for returns or exchanges.

It is at our discretion to accept or deny a return or exchange for items outside of these parameters.

Sometimes packages are shipped promptly, but experience carrier delays. We use the US Postal Service to ship the vast majority of our packages and they are currently experiencing delays due to a high volume of ecommerce packages. While we have tried to provide a buffer for any USPS delays with our shipping deadlines, occasionally packages are delayed outside of our control. For packages that appear lost in transit, our policy is that if a package has not been delivered or shown movement within 10 days of the last USPS scan activity, we will issue a replacement or store credit. We have found that almost all delayed packages are delivered or show movement within that time frame.

When packages appear to be missing, it is almost always one of the following situations:

- The package may have been delivered to a neighbor's home

- The package has been delivered to a different spot than normal on your property

- The shipping carrier marked the package as delivered before it actually has been

- Your package may be awaiting pickup at the local Post Office but the postal carrier forgot to leave the slip, the slip was lost, or was retrieved by another person in the household

We find that 9 times out of 10, a lost package shows up in a few days. Our policy is that if a package still hasn't shown up 10 days after the labeled delivery date, we will issue a replacement or store credit.

We’ve worked hard to create a set of essentials that are durable and lasting so we offer a 1 year warranty on our products. Wear and tear may happen, especially when pets are involved, but if your items are damaged within a year of purchase due to a manufacturer defect please email us at [email protected] to chat about our warranty. We do not accept returns or exchanges for dirty or dog damaged items. However, if the product you received is incorrect or breaks, we would love to look into this to help make our products better!

We proudly handcraft the majority of our products in the USA. Our manufacturing partners are family-owned businesses, where skilled craftspeople are paid fair wages. Almost everything is made right here in the San Francisco Bay Area.

Apparel, interactive toys, harnesses, and charms are designed in San Francisco and made in China. Our metal ID tags are made in China, and engraved in the U.S.

Yes! To be considered for wholesale, please fill out our [email protected] and we will be in touch.