Ask A Question
Send a message
Tell us what you need
Everything marked required is there because without it we would only have to write back and ask. The more specific the message, the faster the answer.
We read every message ourselves. Support hours are Monday to Friday, 9am to 6pm ET, and anything that arrives over the weekend is answered on Monday.
Quicker than waiting
Some answers are already written down
If your question is one of these three, the page will answer it now rather than tomorrow morning.
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Delivery and tracking
Orders leave within one business day and arrive in 12 to 15 days, tracked. The shipping page has the costs and the free delivery threshold.
Read the shipping page -
Returns and refunds
What can be sent back, how long you have and what happens to the refund. Start by emailing us so we can give you the correct return address.
Read the returns page -
Sizing and measurements
Neck, chest and weight ranges are printed on every product page before the checkout, so a collar or harness can be checked against your own measurements first.
Browse the shop
Before you write
How support works here
How quickly will somebody reply?
Within one business day. Support hours are Monday to Friday, 9am to 6pm ET. A message sent on Saturday is answered on Monday, and you will get a reply from a person rather than an automated ticket number.
Can I call you instead?
No, and that is deliberate rather than an oversight. We do not run a phone line, so every answer about sizing, delivery or a refund is written down and you keep a copy of it. Email reaches the same people who would answer the phone.
Can I post a return to the address on this page?
Please do not. The address here is for correspondence, not parcels, and a return sent to it will not reach the warehouse. Email us first, tell us the order number and what is wrong, and we will reply with the address the return needs to go to.
What should I put in the message?
The order number if you have one, the product name, and what you would like to happen. If something arrived damaged, attach a photograph of the item and one of the packaging. That is usually enough to settle it in a single reply.
Will you answer questions before I buy?
Yes, and those are the easiest ones to answer. Send us your dog or cat measurements and what you are trying to solve, and we will tell you which size to order, or tell you honestly if nothing we stock is right for it.
Waiting on a reply? Have a look round
A short catalogue, measured, checked and ready to ship.