(we'll be adding more questions &
answers as they come up)
DO I PLACE AN ORDER?
To place an order, simply click on the
PAGE found on the home page, this will give you all the information required to place an order with our company.
SENT AN EMAIL BUT HAVE NOT RECEIVED A REPLY?
We try to answer all emails within 24 hrs of receiving them but during the
summer months (June - August), it may take up to 48 hrs to reply. If you
send an email and do not receive a reply within 48 hrs then we did not receive
the email or you have not received our reply. Some "anti-spam" programs
can interfere with receiving/sending emails so if you have an "anti-spam"
program on your computer, please try resending the email or send it from a
different email address.
DO I MEASURE MY DOG / WHAT SIZE DOES MY DOG REQUIRE?
To measure your dog
or to determine the best size for your dog, please refer to our
SIZING CHART. To get the best fit, please be
as accurate as possible when measuring.
ISN'T THERE A CHECKOUT/SHOPPING CART PAGE or BUTTON?
Because we offer our customers the choice of
paying by either U.S.$ or Can$ and the U.S. & International customers have
various shipping options available to them, we are unable to use the
checkout/shopping cart process.
5) IF I PHONE
IN MY ORDER, WHY DO I HAVE TO EMAIL AS WELL?
In order to ensure there is no misunderstanding
regarding items or shipping address, we prefer to receive orders via email.
We only request that credit card numbers be provided via phone because email is
DOES IT COST MORE FOR SHIPPING PARCELS WITHIN CANADA THAN TO THE U.S.?
This is actually a question for the post
office but I will try to explain. Our shipping rates are based on the
amount we are charged (calculated by the Canada Post rate chart).
According to Canada Post, it costs more for fuel within Canada than it does in
the U.S. therefore the shipping cost is higher.
7) I'M IN THE
U.S. - WHY CAN'T I PAY BY U.S. POSTAL MONEY ORDER (green & yellow money
U.S. postal money order (green & yellow in color) is stamped with the notation
"NEGOTIABLE ONLY IN THE U.S. & POSSESSIONS" so it cannot be cashed in Canada,
therefore we do not accept them.
8) WHY ARE
THE SIZES LISTED AS "SIZE #1, SIZE #2, etc." RATHER THAN "XS, SM, MED, etc."?
We originally had our sizes listed as the traditional SM, MED, etc. description
but because too many people were not measuring their dogs and received the
incorrect size, we changed the sizing description to a more nondescript wording to make sure people would
measure rather than guess at sizing.
9) I MEASURED
MY DOG BUT THE ITEM DOESN'T FIT?
When measuring your dog, the more fitted the item is (example
- apparel with legs) the more accurate the measurements must be.
Unfortunately because we do not have access to your dog we have to rely on your
measurements in order to make the products. Generally most mistakes with
measuring occur when measuring your dog incorrectly (measuring at the wrong place(s) on your dog - please refer to the SIZING CHART
found through the Ordering page) or when you guess at your dog's measurements
rather than actually measuring him/her.
If your dog is
especially wiggly and you are having problems measuring him/her, we suggest that
you avoid fitted items such as: rainsuits, snowsuits, pyjamas as you would
have just as much trouble getting them on your dog as you are having measuring
him/her. Looser fitting items are more 'forgiving' - if the item is a
little short or long, then it won't matter to the fit of the garment and the
majority of our items have some width adjustment.
If it's possible, the non-fitting item may be able to be adjusted to fit better, please contact
us and we'll see what can be done.