RETURNS & SHIPPING
We do not offer refunds if you change your mind about your purchase. If you ordered a standard sized item and wish to exchange your purchase for a different size, colour or style we are happy to help*. You must pay for the return postage and the item must be returned in original, clean condition.
Please make contact within 14 days from receiving your item if you would like to exchange it. Alternatively we can offer credit to be used at a later time. We cannot accept exchanges on made to measure items, please see below if the item you ordered does not fit.
*Exchanges are available for in stock items only so please choose carefully. Does not apply to Clearance items - no exchange or returns are accepted.
You are protected under New Zealand consumer law for manufacturing faults. Please let us know ASAP with photos and a description of the issue and we will arrange a solution.
I ordered a made to measure coat but it doesn't fit my dog, what can I do?
We always want to know if there is an issue with your new coat! Firstly, please contact us within 14 days of receiving your item if you are not happy with the fit. Measure your dog again before making contact to ensure the original measurements provided to us were correct. If the measurements were accurate but we have made an error while making your coat, we will fix the issue or make a replacement coat once you have returned the original one. If you have measured your dog incorrectly you will need to pay for a replacement item. Depending on the fit, we may be able to make an adjustment but there will be a cost associated with this service. The minimum charge for this service is $40 (+ shipping) and depends on the time involved to make alterations.
We send your order via tracked courier. This is usually an overnight service to most urban addresses, but always allow 2-5 days in case of courier delays. In stock items will be dispatched within 1-2 business days. Parcels are usually collected next business day from the day you receive dispatch notification. Rural delivery can take an additional day. We will send you a tracking link, but if your order is delayed beyond the time period indicated please let us know and we will follow up for you. Please note we do not send signature required.
To keep the shipping cost as low as possible we have assigned different shipping rates to our products. Rates will show at checkout and will be selected based on the highest shipping rate if you have ordered multiple items.
Urban: Sweaters: $6 | All other products: $10
Rural: Sweaters: $10 | All other products: $13
Vouchers: Email: Free | Courier: $4
If you are rural please ensure you select the Rural courier option. If you select Urban courier and your address is Rural, we will ask you for an urban delivery address or charge the additional postage fee. Consider delivering to a work/friend/family's Urban address to save on postage cost!
You are welcome to collect your item from us in Ngaruawahia. Please contact us if you wish to pick up and we can process your order without a shipping fee. Pick up is only available by appointment (we do not have "opening hours"). We will endeavour to be available at a mutually arranged pick up time within 1-2 days of your order being ready. If you are local we may ask for your address and prefer to offer free delivery.