Frequently asked questions
Ordering and shipping
Which countries do you ship to?
PoochBud ships worldwide. No matter where you're in the world, we would love to deliver our products to your beloved pet! The full list of supported countries appears at checkout.
How long does it take to receive my order?
Orders are processed and handed to the carrier within 1 to 2 business days. Transit times shown at checkout are estimates from our carriers, not guarantees, and they begin from the date your order ships. Full timing is on our Shipping Policy.
How much is shipping?
Available shipping methods and rates are calculated live at checkout based on your destination, order weight, and any promotions in effect at the time.
Do I have to pay customs or duties on an international order?
International orders may be subject to import duties, taxes, and customs fees imposed by your destination country. These are not included in your order total or shipping cost at checkout and are the responsibility of the customer. Check with your country's customs office for an estimate before ordering.
Can I change or cancel my order after I place it?
If your order has not yet shipped, email support@poochbud.com with your order number within 12 hours of placing it and we will do our best. Once an order ships we cannot intercept it, but you can return it within 30 days once it arrives.
Sizing and fit
How do I pick the right size for my dog?
Every harness, collar, coat, and bed product page has a sizing chart. Measure your dog with a soft tape: chest girth for harnesses and coats, neck circumference for collars, and nose-to-tail length for beds. If your dog is between sizes, size up for harnesses and coats (room to layer in winter) and follow the chart's recommended size for collars (you want two fingers of space, no more).
The harness or collar feels too tight or too loose. Now what?
A good fit lets you slide two fingers flat under the strap, with no rubbing or chafing at the armpit or neck. If your size feels wrong out of the box, email us within 30 days of delivery and we will help you exchange for the right size. See our Refund Policy for the full process.
My dog is in between two bed sizes. Which should I pick?
Size up. Dogs sleep stretched out more often than they curl up, and most owners regret going small. A bed that is slightly too big still gets used; one that is too small gets ignored.
Use and care
Are PoochBud products medical or therapeutic?
No. PoochBud products are general pet supplies designed for everyday comfort, walking, and play. They are not medical devices and are not intended to diagnose, treat, or prevent any condition in pets. If your dog has a known health condition or is recovering from surgery, consult a qualified veterinarian before introducing a new product.
How do I clean my dog's bed?
Most PoochBud beds have a removable cover with a zip. Machine wash the cover cold on a gentle cycle, then air dry or tumble dry low. The inner cushion is spot-clean only. Specific care instructions are on each product page.
How do I clean a harness, leash, or collar?
Hand wash in cold water with a mild pet-safe soap, rinse well, and air dry. Avoid bleach and fabric softeners, both of which can irritate skin.
Should I supervise my dog with new toys and chews?
Yes. Always supervise a dog with a new toy or chew, especially heavy chewers. Inspect toys regularly and stop use if you see fraying, broken parts, or pieces small enough to swallow.
Returns and refunds
What is your return policy?
Unused items in original condition can be returned within 30 days of delivery for a refund or exchange. We cannot accept returns on items that have clearly been used by your dog, including beds with fur, paw prints, or scent, or toys that have been chewed. Full terms on our Refund Policy page.
Who pays for return shipping?
If your item arrived damaged, defective, or we shipped the wrong size, PoochBud covers return shipping in full. For change-of-mind returns, the customer is responsible for return shipping.
My item arrived damaged. What do I do?
Email support@poochbud.com within 14 days of delivery with your order number and clear photos of both the box and the item. We will send a replacement or full refund at no cost to you.
Payment and security
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely by Shopify Payments. We never see or store your card details.
Is my information safe?
Yes. Our checkout uses HTTPS and our payment processors are PCI-DSS compliant. We never sell your personal information for money. Read our full Privacy Policy.
Still have questions?
Email support@poochbud.com or use the contact form. We reply within one business day, Monday through Friday.