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FAQs

Here are some frequently asked questions we get about our business and policies. Please kindly review them before making your purchase. If you do not find the answer you are looking for, you may contact us and we will be more than happy to assist you. Mahalo for your patience.

1. Do you make anything for big dogs (Golden Retrievers, German Shepherds)?
We typically specialize in making harnesses and accessories for small dogs.  However, we occasionally will do a custom size for your special doggie upon request. We understand how difficult it may be for particular breeds such as Bull Mastiffs or Corgi's to find the perfect fit. Please contact us if you wish to do so and we will be more than happy to work with your (dogs) needs. *Also, see custom order below.

2. Do your sizes run small?
We based our small size on Joey, a Miniature Pinscher mix, and Bugz, a Chihuahua mix.  Joey’s measurements are typically as follows: Neck = 11in, Center Back = 5in, Girth = 17in, Chest =  8in. Bugz measurements are: Neck = 9 ¼in, Center Back =  4in, Girth =  15 ½ in , Chest = 7in.  Please view our size guide for more details.

3. Can you do a custom order?
If you would like us to make a harness in a size we do not regularly carry in stock, you may request a custom order by contacting us.  You may choose from the selection of prints and styles we currently offer on our website.  If you would like us to make a harness or accessory with your own fabric, please contact us and we'd be happy to discuss further details. Please note that a design fee will apply to either types of custom orders mentioned earlier.

We ask that you carefully take your dogs measurements around the base of his neck, around his girth or waist (just behind shoulders), center front of chest, and along the center back from base of neck to his waist (please refer to our size guide).  All measurements must be in inches. Custom Orders require additional amount of labor. Therefore, prices may vary depending on the difficulty and estimated time to complete the harness from pattern to finished product. An estimate will be given by the email you provide. Timeframe from sample to finished product varies depending on how soon the customer can clearly communicate their needs and when payment has been processed. Typical turnaround time is 7-14 business days (additional 2-4 business days to ship depending on method). Please let us know if you would like to request a sample be made at an additional charge. This will affect the lead time.

4. Do you make leashes?
We do not currently offer leashes at this time as our focus is primarily based on the Loop-Thru Harness.  It is one of the many possibilities as we look to expanding our line in the future.  Nonetheless, we hope to accommodate you as best as we can.

5. What types of payments do you accept?
We use Shopify Payments which allows us to accept all major credit cards and debit cards (Mastercard, Visa, Amex, and Discover) securely without you being redirected to another (third-party) checkout page. Taxes comply with the billing zip code or postal code of your credit or debit card. All prices are listed in USD. Currency conversion is handled automatically by Shopify's payment processing service. Any cancellations must be made within writing in a 42-hour period (PST) from the date and time of purchase.

6. How long will it take to ship my order?
Once payment is confirmed, your order will be processed.  If it's an item that must be made-to-order, please allow a minimum of 5-7 business days for production depending on quantities requested. After the item(s) are completed, your order will be shipped and you will receive a separate shipping notification via email. Orders under 13oz within the US (including Hawaii, Alaska, and Puerto Rico) will be shipped using USPS First Class padded envelopes. Tracking is included as a complimentary service and your email must be provided to receive this information. Packages typically arrive within 3-5 business days in most cases. For orders over 13.1oz, they will be shipped through USPS Priority Mail and typically arrive within 1-3 business days. Free tracking and insurance is included and confirmation will be emailed at time of shipment.

International packages are shipped using USPS Priority Mail International and should arrive within 6-10 business days based upon origin and destination. Your package will not be shipped until payment has been received in full and confirmed. For further info about USPS shipping, please refer to their FAQs: http://faq.usps.com/adaptivedesktop/faq.jsp?ef=USPSFAQ

*Island Doggie encourages customers to contact their local USPS or post office for any questions or issues once their package has shipped. International customers may incur additional customs duties upon package arrival within their country. To receive order confirmation, please contact us and provide your full name and email address.

7. What is your refund policy?
Due to the nature of this handmade business, all items are final sale. If you received the wrong item due to an error on our part, we will refund you the full purchase amount back to your original payment method.  In that case, we will email you the return shipping label. The returned item(s) must be in selling condition and received back at Island Doggie within 30 days from the original shipping date (that's the date and time you received your shipping/tracking email). Upon inspection, returns are processed within 5-7 business days after arriving back at Island Doggie. Unfortunately, Island Doggie is unable to switch refunds to a new or different payment method other than what was originally used on your order.

The original shipping cost is non-refundable, except in cases where Island Doggie has made an error or if the package arrived damaged. In the event where the package tracking confirms delivery, but you did not receive your package, please contact your local post office.  Return shipping will not be provided unless there was a shipping error on our part.  If this is the case, please do not hesitate to contact us before returning your package and we will do our best to accommodate you.

8. Do you offer exchanges?
Currently, Island Doggie is only able to process exchanges for domestic (U.S.) customers. We can only offer exchanges for the same item in a different size. Please contact us in writing to specify the reason for your exchange request and what you would like instead before sending your item back to us.  Unfortunately, the same shipping policy applies for exchanges where we are unable to offer free return shipping nor refund the cost of your original shipping.

9. Where else do you sell Island Doggie merchandise?
Everything depends on how much Shelsea can sew while being a new d-mom (mom to a diabetic toddler). She will occasionally participate as a vendor at Art + Flea or the Honolulu Night Market. Those are her favorite venues. Before her daughter's diagnosis, she was looking forward to the Hawaii Pet Expo and the Made in Hawaii Festival. If you would like to help out with sewing and be part of the Island Doggie ohana, feel free to email info@islanddoggie.com with your past experience, career goals, and interests. Please follow us on Instagram and Facebook for further updates and special promos! Mahalo nui loa!