Frequently Asked Questions
Shipping and Orders
Where do you ship?
We currently ship to our customers in Canada and the United States! All our shipments originate from Canada, ensuring a smooth and reliable delivery to these locations.
When will I receive my order?
We are typically able to process your order in 1-3 business days! Once your order has shipped, the delivery time will vary based on your location. Our standard estimated shipping times are:
- United States: 8-12 business days
- Canada: 8 -12 business days
We will make every effort to deliver your package on time. However, delays may occur due to invalid addresses, customs clearance issues, public holidays, peak seasons, local carrier delays etc, and as a result we can't guarantee an arrival date. Your patience is highly appreciated.
For the most accurate updates on your package’s whereabouts, please check your tracking link once your order has shipped.
Do you ship to PO Boxes or APO/FPO Addresses?
Unfortunately, we are unable to ship to PO boxes or APO/FPO addresses at this time.
How can I check the status of my order?
Once your order ships, you’ll receive an email notification, which will provide a link to order tracking details.
If you are having trouble finding your tracking information, email us at support@pattisonandfriends.com and we will happily provide this for you.
Can I change or cancel my order?
We do our best to process and ship out orders as quickly as possible, so please email us right away (at support@pattisonandfriends.com) if a change needs to be made. If we're able to catch it in time, we can update your order!
Returns & Exchanges
Do you accept exchanges or returns?
Exchanges
- Email support@pattisonandfriends.com within 30 days of the date of initial delivery.
- All exchange items must be in new condition and are subject to inspection.
- Exchange is free on your 1st order*! We want to make sure you get the sizing right on your first purchase and eliminate sizing issues in the future.
- For additional exchanges you will need to return your item(s) at your own cost
- Once we receive your return items, we will send your exchange item.
You can always contact us for questions or concerns at support@pattisonandfriends.com.
Returns
- All Items sold are final sale. All items are in turn non-returnable, and non-refundable.
How long do I have to return or exchange an item?
You have 30 days from date of delivery to return an item for an exchange.
How long will it take for my exchange or return to be processed?
Exchanges are processed 2 to 3 business days after we have received your returned item.
For exchanges:Once we’ve confirmed that the item has been returned to our facilities, process your exchange item. We will keep constant communication with you via email.
Do you charge for return delivery?
Exchanges are free on your first order! We will provide a shipping label for you to send back the items.
Product
How can I find more information about a product?
Individual product pages have lots of useful information including photos, features, care instructions, and size guides. In addition, you can also find the care instructions on the item(s) themselves. If you are unable to find it, please feel free to contact us.
How do I clean my products?
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.
Sizing & Fit
How can I find the right size for my dog?
You can either measure your dog and refer to our numeric size guide, or simply check out our breed reference guide for our recommended size. Both of these guides are available on all of our product pages.
We understand that sizing can be a bit daunting if you’re new to online ordering for your dog. But don’t worry, we’ve got your back with our "Free exchange on your first purchase" policy! If you have any questions about specific measurements or need help on sizing, please contact us at support@pattisonandfriends.com
What do I do if my dog is in between sizes?
If you are in between sizes, go with the larger size. We also recommend prioritizing the chest measurement over the back measurements.
I bought a size and it’s too small/big - what should I do?
We understand that getting the sizing right might be a bit tricky especially if you’re new to online ordering for your dog. That's why we offer a Free exchange on your first purchase, so that you can get the sizing right and eliminate sizing issues in the future. Simply email us at support@pattisonandfriends.com and we will start your exchange process.