SHIPPING

All orders are usually shipped within 24-48 hours, and transit times vary between 2-8 business days depending on your location. Pooch Life Pet Supply uses the United States Postal Service for all shipping, both domestic and international (Canada).

 

SHIPPING TERMS AND CONDITIONS:

• We cannot guarantee your product will be delivered within the anticipated time frame, especially during high-season time periods. 

• Delivery times do NOT include weekends, holidays or Customs stoppage. 

• We are unable to give refunds if we are given the wrong address information and your item(s) gets lost or damaged, as it is out of our control (and unforeseen postal delays that are out of our control).

WHEN WILL I RECEIVE MY ORDER?

  • The shipping timeframe can vary depending on the location and shipping method. Once an order is shipped, we are unable to expedite the order or make any changes.

  • Please bear in mind that once the package has been handed over to the shipping courier, there may be circumstances out of our control leading to package delivery delays.

  • For the most accurate information on when your package will arrive, please refer to your tracking number. 

HOW DO I TRACK MY ORDER?

As soon as your order has been shipped, you will receive a shipping confirmation email from us that contains a link to track your package. Please allow a few days for the link to display any information.

If your tracking number says that your package has been delivered but you haven't received anything, we suggest the following: 

  • Verify the shipping address on your order is correct

  • Look for an attempted delivery notice slip

  • Double check your area in case it's stored in a hidden area

  • Check to see if your neighbors or someone in your residence accepted the delivery

  • Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving
     

MY TRACKING LINK HASN'T HAD ANY UPDATES FOR A WHILE. WHERE IS MY PACKAGE?

  • At times, the postal carrier can be delayed at updating their tracking links. This does not mean that the package is not still in transit to you. 

  • If your package has entered your destination country and no longer has any updates, or has been listed as handed over to customs for an extended period of time, please contact your local customs office or post office for an update.

  • Pooch Life Pet Supply is not responsible for lost or stolen packages. In cases where your package was not delivered because of an incorrect address and returned to us, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at contact@poochlifepetsupply.com

 

THE PRODUCT I ORDERED IS FAULTY OR DAMAGED. WHAT DO I DO?

  • We thoroughly check all items before they’re sent out to you, however, if you believe your item is faulty or damaged, please contact us within 5 days of receipt of the item to notify us. Please be sure to include your order number, best contact details, photos and a description of the faults before returning to us for a refund.

  • After receiving your email, we will provide you with a return postage label so you can return the item to us.

  • Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/color in stock. If the original item is in stock, we will send you a new item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item or full refund (including original shipping costs).

RETURNS

RETURNS/REFUNDS POLICY AND REQUIREMENTS: 

  • Our Returns & Refunds Policy last 14 calendar days. If 14 calendar days have passed since your purchase date, unfortunately we are unable to offer a refund.

  • To be eligible for a return, the item(s) need to be in original new condition, HAIR-FREE, unaltered, no stains, smells and unwashed.  All tags must be attached and the item in its original packaging. Returns/Refunds will NOT be honored without original tags and packaging, without exception.

RETURN PROCESS:

1.    Package your unworn item(s) and include the packaging slip. If packaging slip is unavailable please go to your email and print your original order receipt that includes your order number.

2.    Contact us via contact form for shipping information

  

  • Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded. 

  • Non-returnable items: Final Sale Items, Gift Cards, and Used Products may not be returned.

  • It is recommended that you use a trackable shipping service or purchase shipping insurance. Please ensure that you keep tracking numbers until you receive a confirmation of refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items. 

  • Only regular priced items may be returned; unfortunately, sale and last call items are final sale. 

  • Once your return is received and inspected, we will send you an email notifying you that your refund has been processed and a credit will automatically be applied to your original method of payment, usually within 7-10 business days.

LATE OR MISSING REFUNDS:

If you haven't received your refund within 10 business days of receiving your notification of refund:

1. Double check your bank account (please remember that the amount refunded won't include your original shipping costs)

2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card

3. If you have done these steps and still have not received your refund, please email us at: contact@poochlifepetsupply.com

 

EXCHANGE & CANCELLATIONS

  • We are unfortunately unable to accept exchanges due to the possibility of our products selling out. We process all exchanges as a refund on the original product price paid, and the customer can place a new order for the specifics required.

  • Because we aim to process and ship your order within 24-48 hours it may not be possible to cancel your order. 

  • Please note it is not possible to cancel an order that has already been processed and dispatched.

OTHER INFORMATION

SIZE GUIDES

Getting the perfect fit is so easy! Please refer to the SIZING PAGE where we provide more information.

 

HOW DO I KNOW WHAT SIZE TO PURCHASE FOR MY DOG?

  • Our Pooch Life Pet Supply items are designed to fit small to medium breeds, but special attention was taken into consideration to fit Frenchies, Boston Terriers, and Pugs. Please refer to our sizing page for more information.

  • If you are in-between sizes, we recommend sizing up.

 

HOW DO I WASH MY POOCH LIFE PET SUPPLY ITEMS?

  • All of our items are labeled as hand-wash only, which is recommended. Gently hand-wash your items in warm water, with a gentle soap and air dry.

  • Our items can be considered machine washable using a laundry bag in cold water, on a gentle or delicate cycle. There is a potential risk for hardware scratches depending on your washer - so this isn't our recommended washing method. If you do wash your items using this method, please air dry and do not place the items in the dryer.

HOW DO I CHANGE SIDES FOR THE REVERSIBLE HARNESS?

1.     Begin by unclipping the buckle on the belly strap and then slide the buckle through the webbing loop to completely open the belly strap.

2.     Turn the entire harness inside out to display print on reverse side.

3.     Using your fingers, flip belly strap 180 degrees at the bottom of harness pouch, turn the strap 180 degrees in this pocket. The belly strap buckle will now clasp correctly while displaying the reverse side.

4.     Next hold the d-ring leash clip with one hand and slide the black webbing from the neck section through the D-ring so the leash can also now be clipped while using the reverse side.

5.     Feed belly chest strap back through loop and buckle harness and you’re all set!

 

DOES POOCH LIFE PET SUPPLY COME WITH A WARRANTY/GUARANTEE?

  • Pooch Life Pet Supply products are made from high quality durable materials; however, they are not indestructible. We guarantee our pet wear and accessories at the time of purchase against material defects and workmanship. If you experience a problem with any of our products, please send an email to contact@poochlifepetsupply.com with details and a photo of the issue. Any warranty claims must be received within 60 calendar days of purchase, otherwise we are unable to replace any items. Our warranty/guarantee does not cover normal wear and tear.  Any claims after 60 calendar days may not be valid, as the damage may be considered normal wear and tear.

  • Please ensure that you inspect all items for wear prior to use.

  • We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.

HOW CAN I GET FEATURED ON POOCH LIFE PET SUPPLY INSTAGRAM ACCOUNT? 

We love to feature our Pooch Life fam!

Follow the steps below for a chance to be featured on our social media accounts:

  1. Follow us on Instagram: @poochlifepetsupply

  2. Post photos of your pup wearing their Pooch Life gear

  3. Tag your photos with #poochlifepetsupply and @poochlifepetsupply

 

I'M A DOG INFLUENCER/BRAND AND INTERESTED IN COLLABORATING. 

  • Thank you so much for your interest! Feel free to shoot us an email regarding your collaboration ideas to contact@poochlifepetsupply.com

DO YOU OFFER WHOLESALE?

If you are interested in becoming a stockist, please email us at contact@poochlifepetsupply.com with the following information:

  • Your Name & Company

  • Email

  • Location

  • Website (if applicable)

  • Type of Business (Online, Storefront)