Support & Help Center
We're here to help you and your pets. Find answers, get in touch, or learn more about us.
Help Center
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Instant help for quick questions
Available during business hoursAbout Pets Design
Our Mission
At Pets Design, we believe every pet deserves to look and feel their best. Founded by pet lovers, for pet lovers, we create high-quality, stylish, and comfortable products that enhance the bond between you and your furry friends.
Our Values
- Quality First: Every product is carefully designed and tested
- Pet Comfort: Comfort and safety are our top priorities
- Sustainability: We're committed to eco-friendly practices
- Community: Supporting pet owners and animal welfare
Our Team
Our dedicated team of pet enthusiasts, designers, and customer care specialists work together to bring you the best possible experience. We understand pets because we are pet parents too!
Shipping & Delivery
Q: How long does shipping take?
A: • Standard shipping: 3-5 business days
• Express shipping: 1-2 business days
• International shipping: 7-14 business days
Q: What are the shipping costs?
A: • FREE shipping on orders over $50 (US only)
• Standard shipping: $5.99
• Express shipping: $12.99
• International shipping: Calculated at checkout
Q: Do you ship internationally?
A: Yes! We ship to over 50 countries worldwide. Shipping costs and delivery times vary by destination. International customers are responsible for any customs duties or taxes.
Q: When will my order ship?
A: Orders placed before 2 PM EST Monday-Friday ship the same day. Weekend orders ship on the next business day.
Returns & Exchanges
Q: What is your return policy?
A: We offer a 30-day hassle-free return policy from the date of delivery. Items must be:
• Unused and in original condition
• In original packaging with tags attached
• Accompanied by proof of purchase
Note: For hygiene reasons, food items, treats, and personalized products cannot be returned.
Q: How do I start a return or exchange?
A: 1. Log into your account and go to "Order History"
2. Select the order and click "Return Items"
3. Choose your reason and preferred resolution
4. Print the prepaid return label
5. Drop off at any authorized shipping location
Q: When will I receive my refund?
A: Refunds are processed within 3-5 business days after we receive your return. The amount will appear on your original payment method within 5-10 business days.
Q: Can I exchange for a different size?
A: Yes! Size exchanges are FREE within 30 days. We'll send the new size as soon as we receive your return.
Pet Sizing Guide
Q: How do I measure my pet correctly?
A: For the best fit, measure your pet while standing:
• Neck: Around the base of the neck where a collar sits
• Chest: Around the widest part of the rib cage
• Length: From base of neck to base of tail
• Weight: Current weight for size reference
💡 Tip: Add 2 fingers width for comfort, especially for harnesses and clothing.
Q: What if I'm between sizes?
A: We recommend sizing up for comfort, especially for active pets. Each product page includes specific sizing notes and customer reviews with fit feedback.
Q: My pet has an unusual body shape. Can you help?
A: Absolutely! Contact our sizing specialists with your pet's measurements and photos. We'll recommend the best products for breeds like Bulldogs, Dachshunds, or other unique body types.
Q: Do you offer adjustable sizing?
A: Many of our harnesses, collars, and clothing items feature adjustable straps and multiple adjustment points for a custom fit.
Product Care Instructions
Q: How do I clean pet clothing and accessories?
A: Machine Washable Items:
• Wash in cold water on gentle cycle
• Use mild, pet-safe detergent
• Air dry or tumble dry on low heat
• Remove hardware/buckles when possible
Hand Wash Only:
• Items with electronics, reflective strips, or delicate materials
• Use lukewarm water and mild soap
• Rinse thoroughly and air dry completely
Q: How do I maintain harnesses and collars?
A: • Regularly check for wear and tear
• Clean buckles and D-rings monthly
• Replace if stitching becomes loose
• Store in dry place when not in use
Q: Are your products machine washable?
A: Most of our fabric products are machine washable. Check the product description and care label for specific instructions.
Order Tracking & Management
Q: How do I track my order?
A: 1. Check your email for shipping confirmation with tracking number
2. Log into your account and go to "Order History"
3. Click "Track Package" next to your order
4. Or visit our tracking page and enter your order number
Q: I haven't received a tracking number. What should I do?
A: Tracking numbers are sent within 24 hours of shipment. Check your spam folder first. If you still don't see it, contact our support team with your order number.
Q: Can I change or cancel my order?
A: Before Shipping: Contact us immediately. We can modify orders that haven't been processed yet.
After Shipping: You can return the items using our standard return process once received.
Q: What if my package is lost or damaged?
A: We've got you covered! Contact us immediately with photos (for damaged items) or tracking information (for lost items). We'll work with the carrier and send a replacement or refund promptly.
Account Management
Q: How do I create an account?
A: Click "Account" in the top menu, then "Create Account". You'll need an email address and password. Account benefits include order tracking, faster checkout, and exclusive offers.
Q: I forgot my password. How do I reset it?
A: On the login page, click "Forgot Password" and enter your email. We'll send reset instructions within a few minutes.
Q: How do I update my account information?
A: Log into your account and go to "Account Settings" to update your email, password, shipping addresses, and communication preferences.
Q: Can I have multiple shipping addresses?
A: Yes! You can save multiple addresses in your account for easy checkout. Perfect for sending gifts or shipping to different locations.
Loyalty Points Program
Q: How does the loyalty program work?
A: Earn points with every purchase and activity:
• 1 point per $1 spent
• 100 bonus points for account creation
• 50 points for product reviews
• 25 points for social media follows
Q: How do I redeem my points?
A: Points can be redeemed at checkout:
• 100 points = $5 off
• 200 points = $10 off
• 500 points = $25 off
Minimum order requirements may apply.
Q: Do my points expire?
A: Points expire after 12 months of account inactivity. Stay active by making purchases, writing reviews, or engaging with our community.
Q: Can I transfer points to another account?
A: Points are non-transferable and tied to your specific account for security reasons.
Gift Cards & Payment
Q: Do you offer gift cards?
A: Yes! Digital gift cards are available in $25, $50, $100, and $200 amounts. They're delivered instantly via email and never expire.
Q: What payment methods do you accept?
A: We accept:
• All major credit cards (Visa, MasterCard, American Express, Discover)
• PayPal
• Apple Pay
• Google Pay
• Shop Pay (installments available)
Q: Is my payment information secure?
A: Absolutely! We use industry-standard SSL encryption and never store your complete payment information. All transactions are processed through secure, PCI-compliant payment processors.
Q: Can I use multiple gift cards on one order?
A: Yes, you can apply multiple gift cards to a single order. Any remaining balance can be paid with your preferred payment method.