How do I measure my pet's neck?
Use a soft tape measure to measure the circumference of their neck. We recommend adding 1-2inches to the measurement to ensure a comfortable fit.
See our size guide to help you pick the right size.
When will I receive my order?
Once you have placed your order, we will send you a confirmation email to track the status of it. Our current processing time is 1-3 days to hand craft your order. After it has been made, it will be shipped and delivered via the delivery option you choose at checkout.
Can I change or cancel my order?
If you would like to change or cancel your order please reach out to us immediately. If we have not yet started processing/making your order we can make the necessary changes or cancelations. Because everything is custom made to order we can not change or cancel an order that has been completed.
Do you ship internationally?
We currently ship in Canada and the USA. We are hoping to expand to worldwide shipping soon!
For special shipping outside of these countries, please reach out to us at firstname.lastname@example.org. We would love to accommodate to your needs.
Customs & Duties ( International Orders )
We can not guarantee that you will not be charged any duties or taxes. These charges may occur once the package reaches it's destination country. These charges must be paid by the recipient of the package. Additionally, we are not responsible for any delays due to customs at the border.
Do you accept returns?
Due to the nature of our products being made custom for your pet all sales are final. This is why highly recommend measuring using our size guide prior to purchase.
Wrong address disclaimer:
It is the responsibility of the buyer to make sure that he or she enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address and you will need to cover costs of shipping again. We do our best to speed up processing and shipping times, hence there is a very small-time gap to make changes to the address of the order. Please review all details prior to purchase.
We count on the shipping company to deliever your package once it leaves our office. Therefore, once your package leaves our hold, it is out of our control. If the postal service loses your package, please file a claim with the shipping company.
If you chose Route Insurance at checkout, a replacement will be 100% covered via Route. Your order, if we have the product in stock, will be sent out within 48 hours of the claim being filed. If we no longer have the product, we will reach out to you via email. Wonder Pup Co. is not responsible for replacing or refunding lost, stolen, or missing packages if Route Insurance was not purchased at checkout. We provide this for your convenience please use it if you have any concerns for delivery,
If you need help finding your tracking number, please email us at email@example.com
What currency will I be charged in?
We currently only support the following currencies for charging our customers in their local currencies: USD or CAD.
If your credit or debit card use another currency, then you will be charged in our default currency of CAD. Your bank will apply the corresponding conversion rate of the currency you choose.