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FAQs

GENERAL INFORMATION

How can i learn more about SmarchPawz?

Check out Our Story to learn more about us.

How can I contact you?

For all questions or concerns, please contact us at smarchpawz@gmail.com, we will respond as soon as possible!.

How many woofs will my dog make when I buy something from SmarchPawz?

Well, this really depends on your dog and how many cool items you get. Therefore we can only provide you how many times our dogs typically woof.

- Something for the humans typically gets 2 woofs as they're excited that you look good!

- A nice doggy jacket in the dead of winter typically gets 5 woofs thanking you for keeping them warm 

- A comfortable or glowy collar or harness typically gets 2 woofs.  

- Now for a toy, we have never seen less than 4 woofs however, we have seen as much as non-stop woofing for an hour straight at times! We are currently still studying this phenomenon.  Let us know how many woofs your dog makes!

SHIPPING & SHIPPED ITEMS

Do you ship internationally?

We currently ship to the vast majority of countries worldwide. If your country is not available at the checkout please drop us an email at smarchpawz@gmail.com to assist..

How long will it take to get my order?

Please see our Shipping Information Page for time estimates. Please note that we ship worldwide and will ship your items from the warehouses or manufacturers nearest to you.

 

I just realized my shipping address is incorrect, what do I do?

Please contact us ASAP at smarchpawz@gmail.com when you discover that you entered the incorrect address. Please indicate your order details in the email. We will modify the shipment details before shipping. If the items have already been shipped, we cannot guarantee the item will arrive at their intended destination however we will do our absolute best to correct the situation.

How can i track my order?

Once a tracking number has been provided, all you need to do is long in to your account and click on your order status page. There will be a location on this page whereby you can copy in your tracking ID to track your shipment.

RETURNS AND CANCELING

Can I cancel my order?

If you wish to cancel an order we request that you contact us within 24-48 hours of receiving your confirmation email. We have a super quick turn around time between order confirmation and processing at the warehouse so contacting us ASAP gives us the best chance to sort this for you.

For any printed-to-order items, we request that you contact us between 12-24 hours as the items are made specifically for you therefore a shorter cancellation window.

Please Note: Once an item has shipped we are unable to cancel it.

 

What do I do if I may need to return an item?

Here at SmarchPawz we want you to have complete peace of mind when you choose to shop with us. We completely understand that ordering online can be daunting and we want to make sure you know we are here to help! We hope you love your items as much as we do but understand that in some cases you may need to contact us to organise a return and we are here to make this as easy as possible for you.

SmarchPawz REFUND/EXCHANGE GUARANTEE:

If you change your mind about the items you have purchased from us, we will refund the purchase price (minus the shipping costs) or exchange those products, subject to conditions. Please refer to our Refund and Return Policy for additional details and for the full list of conditions.

 

PAYMENT

What payment processors does SmarchPawz accept?

We are here to help you 7 days a week! Our customer service team is available through email smarchpawz@gmail.com and we will get back to you as soon as possible.

Is the payment on our website secure?

All of our payments are handled by Shopify, which is a certified Level 1 PCI DSS compliant company. This compliance extends by default to all stores powered by Shopify. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.

PRODUCT & CARE

How do i wash my apparel products?

Our products all come with washing labels and care instructions. They are machine-wash friendly except for any leather products, we'd recommend cold water wash and hang-dry.

How do I wash my harness products?

The Harnesses are machine wash friendly with the exception of electronic LED harnesses, we recommend putting the harness in a washing bag to avoid scratches on metal and hang-dry.

Do you use animal fur or leather in your products?

As animal lovers ourselves, we only use high quality faux-fur, faux-leather in our apparel products.

SIZING FOR DOGS

My dog has a unique body shape, which size should i choose?

Our styles fit most dogs up to 55lbs, please refer to our size guide before purchasing. For most dogs, chest is the most important measurement. Most of our products are made with cotton and polyester so they are stretchy, if stuck between two sizes always pick the larger of the two -- dogs love wiggle room!

Do you offer special sizes for French Bulldog and Pugs?

We designed our sizing with Frenchies and Pugs in mind, if you have a mature Frenchie or Pug, we'd recommend size XL - XXL. Again please double check our sizing guide, especially the chest size to make sure that the fit is just right!

Do you offer sized for toy breeds?

We certainly do! For most of our products, we especially made size XS for teacups and size S for most toy breeds up to 10lbs. Please refer to our size guide to make sure you get the perfect fit.

Do you offer sizing for Golden and Great Danes?

Sorry we do not offer big dog sizes at the moment but we will be releasing a collection for big dogs in the near future. Please subscribe to our mailing list so you will get notified!

Are your sizing charts the same as big pet store retailers?

No, we customized our sizing and fit based on hundreds of customer feedback. Please refer to our size guide before purchasing, shoot us a message if you are having any difficulties!