Our Shipping Details

Can I cancel my order once it is placed?

Please contact us at hello@dogwearstore.com if you wish to modify or cancel your order. 

Since our items are 100% customized just for you and are made right after you order, you have to contact us immediately if you wish to make changes. It may be too late, but sometimes we can catch your stuff before it’s produced. 

When emailing in to cancel your order (if it’s not too late), please put CANCEL ORDER in the subject line and send it to hello@dogwearstore.com

When will I receive my order?

Orders are shipped out directly from either our european or american warehouses and they will do everything they can to get you your order as fast as they can! Your order will arrive in about 1-2 weeks depending on where you live.

I was sent an incorrect item (design, style, color, size). How can I get the item I ordered?

We are so very sorry you were sent the incorrect item! Please know that we strive to exceed your expectations and will get you out the correct item ASAP. Please email our customer service department: hello@dogwearstore.com and they will take care of getting you the right item.

Why does my tracking number not have any information available?

Tracking numbers are issued by a shipper and then updated during the process. If a tracking number is issued, then it has been accepted and is in process. It can take up to 48 hours to update in a shipper’s system (from the time the tracking # has been assigned and package picked up).

We do send out the tracking email to you after the tracking number has been assigned (and thus picked up by shipper) to allow them time to update in their system and show you progress. In rare occasions, it does take the shipper a little longer to update the progress OR the shipper’s system was unable to get a read on the tracking label as it is doing down a conveyor belt during processing (which in most cases it is still delivered).

How frequently it is updated with new information depends on the carrier (usually USPS, UPS or DHL). If you are still not seeing anything or if the number cannot be found after this 48 hours from the time you get the email, please contact our customer success team at hello@dogwearstore.com so we can research the situation for you and provide an update.

What happens if my order gets stuck or lost in the mail?

Please do check with your local post office first that your package hasn’t arrived before contacting us at hello@dogwearstore.com.

For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. But no worries! We’ll cover the costs of shipping a replacement order for you. Although we may ask you to confirm that the shipping address was correct.

Keep in mind that if tracking information states an order was delivered but you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

Will I be Charged for Customs & Taxes?

The prices displayed on our site are tax-free in US dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Can I return the item and get a refund?

At Dog Wear Store we want you to be 100% satisfied, but as our products are custom made to each order, we can only refund damaged goods.

Faulty merchandise may be returned for a full refund, exchange of purchase or replacement product. If your order arrives and you notice you ordered the incorrect style or design, unfortunately we cannot provide a refund or swap – so please double check before you order!

For faulty items – You must contact us within 1 week of delivery and ship the item back to us within 14 days. Please contact us at hello@dogwearstore.com for more information.