FAQs

Size and Fit

Product Care

Shipping

Returns and Exchanges

Payments and Security

Contact



Size and Fit

How can I find the right size for my dog? 
We recognize that every dog and cat are different and have a unique size. That is why on all of our products we have a size guide where you can find the perfect size for your pet.

To find the size of your dog or cat, please see our Sizing Guide.


What do I do if my dog is in between sizes?
We recommend sizing up if your dog or cat is between two sizes.



Product Care

Washing
Most of our products are machine washable but you should always refer to the garment label to ensure the best possible care. We recommend hanging to dry when possible.

Quality
We pride ourselves with our high-quality products and superior designs. If you have any concerns with your product, please email us at hello@pethut.store with details and photos of the garment/product to discuss your concern.



Shipping

How quickly will I receive my order?
Orders take between 7-25 days to arrive at their destination. Some international orders take between 7-45 days and will vary based on the location.

UK and US orders are usually shipped via e-packet.

If you live in a remote location it may take slightly longer to receive your order.

Where does PetHut ship to?
We ship to many areas of the world including: U.K., Europe, Canada, United States, Asia, Australia and New Zealand.

Do you ship to PO boxes or APO/FPO Addresses?
We do not ship to PO boxes or APO/FPO addresses.

What is your shipping policy?
You can find our shipping policy here.

Can I expedite my order?
We do not offer upgraded expedited shipping at this time.

I did not receive a confirmation email, did my order go through?
It is unlikely, but order confirmations may be delayed, and could end up being marked as junk/spam in your email inbox. If you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records and contact us with any concerns. 

Can I cancel or modify my order once placed?
We strive to process and ship your order as quickly as possible! Once an order is processed, we are unable to cancel. However, we offer quick and easy returns or exchanges.

We’re here to help! Email us at hello@pethut.store or send us a message from our site contact form if you have any questions.

How can I find my tracking number to track my order?
Your tracking number will be included in your shipping confirmation email. You can always look up your order information on your PetHut.store account. 

If you are having trouble finding your tracking information, contact us and we will happily provide this for you.



Returns & Exchanges

Can I exchange or return my online purchase?
Yes you can! We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How do I make a return or exchange?
To start a return, contact us at hello@pethut.store. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Are returns and exchanges free?

We offer prepaid shipping labels to make exchanges simple and hassle-free! We offer returns with a handling fee of £4. Reach out to us if you would like to initiate a return.

The handling fee will be converted to the currency of the country where the order was made.

Are any items not eligible to be returned?
Unfortunately, we cannot accept returns on sale items or gift cards.



Payments and Security

What payment options do you offer?
We accept ShopPay, Google Pay, PayPal and Apple Pay. You can also pay by Visa, Mastercard and American Express credit cards.

When will I be charged for my purchase?
You will be charged within 24 hours from the time you place your order.

Are payments on your website secure?
Yes, your security and privacy are our priority. All payments processed on PetHut.store are safely handled by Shopify. Shopify is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.


Contact

How can I contact PetHut?
We are here to help you! You can reach out to us via email - hello@pethut.store, our contact form, or our Shopify Chat channel. We strive to return all inquiries within 24-48 hours during business days.

Do you work with Influencers?
We do work with influencers. We are always looking to build organic relationships to support our brand. Please send us a message or contact us on social media if you are interested.

Where are you located?
PetHut operates from offices in Canada and Australia. Our products are available in most regions worldwide.