Frequently Asked Questions

Find answers to common questions about dog harnesses, sizing, orders, shipping, returns, payments and Doggy Pets customer support.

Dog harnesses and fit

How do I choose the right harness for my dog?

Measure your dog and compare the measurements with those shown on the specific product page. Fit can vary by model, so always check that product's measurements.

How should I measure my dog?

Follow the measuring instructions on the product page and compare your dog's measurements with the model's sizing details. If you are unsure, contact us before ordering.

Is an H-style harness suitable for every dog?

An H-style harness is versatile, but the best choice depends on your dog's build and needs. Always check the measurements and features of the specific model.

Are the harnesses adjustable?

Adjustability depends on the model. Check the relevant product page for its features.

How can I tell if the harness fits correctly?

A correctly fitted harness should feel secure and comfortable, without being tight or leaving excessive slack. If you are unsure about the size, contact us before purchasing.

What if my dog is between sizes?

The best choice depends on the model and fit. Do not rely only on breed or weight: compare your dog's measurements with the product details and ask us if you need help.

Are the measurements for the dog or the product?

Product pages show the specific product measurements. Compare them with your dog's measurements using the instructions for that model.

Do all harness models fit the same way?

No. Materials, construction, adjustment points and design can affect fit. Check the details on each product page.

How do I choose a size if I am unsure?

Contact us before ordering and tell us which model you are considering and your dog's measurements. We will help you assess the best option.

How should I clean a harness or accessory?

Care instructions vary by material and model. Check the product page or contact us for advice about your specific item.

Orders

How do I place an order?

Choose a product, select the available options, add it to your cart and complete checkout.

Can I change or cancel an order?

Contact us as soon as possible and include your order number. We will check whether it can still be changed or cancelled based on its preparation status.

Will I receive an order confirmation?

Yes. After purchase, you will receive order-related emails at the address provided at checkout.

What if I receive the wrong item?

Contact us immediately with your order number and details of the issue. We will review the situation and explain the next steps.

What if an item arrives damaged or defective?

Contact us as soon as you receive the order and, if possible, send information that helps us assess the issue so we can find a suitable solution.

Shipping

How long does order preparation take?

Preparation normally takes 1–2 business days. During busy periods, or for complete sets, pre-orders or out-of-stock products, it may take longer.

How long does delivery take?

Once processed, orders are normally dispatched within 24–48 business hours. Standard delivery in Italy is generally estimated at 24–48 business hours, subject to delays or exceptional circumstances. Orders completed by 12:00 follow the timings stated in the shipping policy.

How much does shipping cost?

Shipping costs depend on weight, dimensions and destination and are shown at checkout. Any free-shipping offers or promotions apply under the conditions stated on the website.

How can I track my order?

When the parcel is handed to the carrier, you will receive the available tracking number so you can follow delivery.

Which carrier delivers my order?

Doggy Pets works with NDR Spedizioni, a broker that selects the most suitable carrier based on destination and service availability.

What if I am not home for delivery?

If delivery cannot be completed, the carrier may leave a failed-delivery notice. Follow the carrier's instructions to arrange another delivery or collection at the indicated point.

Can I correct an incorrect shipping address?

Contact us as soon as possible with your order number and the correct address. We will check with the carrier whether the delivery can still be changed.

Can delivery be delayed during sales or busy periods?

Yes. During particularly busy periods, order processing may take a little longer despite our efforts to meet the stated timings.

Returns and refunds

Can I return an item?

Doggy Pets' returns policy provides a 14-day period from receipt of the item to request a return, subject to the conditions in the refund policy.

What condition must an item be in?

The item must be in the same condition as received, unworn or unused, with tags and original packaging. You will also need a receipt or proof of purchase.

How do I request a return?

Email info@doggypets.it before sending the product. Returns sent without a prior request will not be accepted.

Where should I send a return?

Once your return is accepted, you will receive shipping instructions. The address stated in the policy is: Via IV Novembre 100, 63821 Porto Sant'Elpidio (FM), Italy.

How long does a refund take?

After receiving and inspecting the return, if approved, the refund is issued within 10 business days using the original payment method. The bank or card issuer may need additional time to show the credit.

Can I exchange a size?

The policy states that the quickest way to receive a different item is to return the original item and, once the return is accepted, place a new order.

Are any products non-returnable?

The policy lists some exclusions, including made-to-order or personalised products, certain personal-care products, some promotional items and gift cards. Always check the refund policy for the conditions that apply to your purchase.

Can I return a personalised product?

Personalised products are listed among the items that cannot be returned, subject to any mandatory rights under applicable law.

Can I return an item bought on promotion?

The currently published policy states that promotional items are not accepted for return. For a specific case, contact us before sending the item.

Craftsmanship and products

Are Doggy Pets products handmade?

A significant part of the Doggy Pets range is dedicated to craftsmanship. Handmade garments and accessories are carefully created in Italy.

Can handmade products have small variations?

Yes. Handmade production can result in small differences that make each item unique without compromising its quality or functionality.

Where are handmade products made?

Doggy Pets handmade products are made in Italy.

Which materials are used?

Materials vary by product and collection. Check the relevant product page for details about a specific item.

Payments

Which payment methods can I use?

Available methods are shown at checkout based on the options enabled for your order. Digital wallets such as Apple Pay, Google Pay and Shop Pay may also be available.

Are payments secure?

Checkout is handled through Shopify, and payment information is processed according to the security systems and measures applicable to checkout.

Can I pay with PayPal or Klarna?

Availability may depend on the order and the options shown at checkout. Check the payment methods displayed during checkout.

Gift cards

How does a Doggy Pets gift card work?

A gift card lets someone choose from products available in the store. Check the dedicated gift card page for purchase instructions and applicable conditions.

Can I use a gift card for any product?

Gift cards are intended for purchases in the store under the applicable conditions. Check the information shown at purchase or on the dedicated page for any restrictions.

Are gift cards refundable?

The currently published refund policy states that gift cards are not accepted for return. Contact us if you have questions about a specific gift card.

Personalisation and support

Can I request a personalised item?

Contact us with your request and we will assess the availability of fabrics, materials and details.

Can you help me choose a harness?

Of course. Tell us which model you are interested in and your dog's measurements, and we can help you assess size and fit.

How can I contact you?

Use our Contact page, email info@doggypets.it, or contact us on WhatsApp at +39 328 015 7102.

What are customer service hours?

Customer service is available Monday to Friday, from 9:00 to 17:00 Italian time.

Still need help?

If you cannot find the answer you need, contact us. We will be happy to help with product selection, sizing or your order.