Frequently Asked Questions
Shipping
1) Where do you ship from?
To provide the best product availability and the fastest possible delivery, we ship orders from one of our fulfillment centers located in Chicago, Illinois (USA) or China, depending on product availability and inventory.
If your order contains multiple items, they may ship separately from different warehouse locations at no additional shipping cost. You will receive tracking information for each shipment once it has been dispatched.
Our goal is always to fulfill your order from the location that allows us to deliver your items as efficiently as possible.
2) Do you provide tracking number?
Yes. Once your order has been shipped, we will upload your tracking number to our system and send you a shipping confirmation email with your tracking details.
If your order contains multiple items, please note that they may be shipped separately from different warehouse locations based on inventory availability. If this happens, you will receive a separate tracking number for each shipment as it is dispatched.
3) How fast do you ship?
Orders are typically processed and shipped within 3–4 business days after payment is received. We work hard to dispatch all orders as quickly as possible and will send you a shipping confirmation email with your tracking information as soon as your order ships.
4) When will I receive my order?
Most orders are delivered within 1 week after shipment. However, occasional carrier delays may occur, so we recommend allowing up to 1–2 weeks for deliveries within the United States, and 2–3 weeks for deliveries to Canada, the United Kingdom, and Australia.
For all other international destinations, delivery times may vary depending on your location, local postal services, and customs processing.
5) I have entered an incorrect address, help!
If you need to update your shipping address, please contact us within 6 hours of placing your order. While we'll do our best to accommodate your request, we may be unable to make changes once your order has entered processing or has been shipped.
Free Size Exchange Policy
We offer one free size exchange if your HarnessBuddy doesn’t fit, provided the correct size was originally selected according to our size chart.
To qualify for a free size exchange:
-
Please follow our size chart when placing your order.
Measure your dog according to the instructions provided on our size chart and select the recommended size. -
If the recommended size still doesn't fit, contact us within 14 days of receiving your harness.
We'll help determine the appropriate replacement size. -
The harness must be in new or gently tried-on condition.
It should not be damaged, heavily worn, washed, or have any noticeable dirt, fur, stains, or odors. -
One free size exchange per harness/order.
The free exchange applies to changing the size of the same harness. It does not apply to changing colors, styles, or products. -
We'll cover the cost of sending the replacement size.
Once we confirm the exchange, we'll arrange your replacement harness at no additional charge.
What if I chose the wrong size?
Our free size exchange is intended for customers who followed our size chart but the recommended size still doesn't fit. If you selected a size that differs from the recommendation on our size chart, we're still happy to help, but the free exchange may not apply. Contact us and we'll do our best to find a solution.
How to request an exchange
Email us at support@harnessbuddy.com with:
- Your order number
- A photo of your dog wearing the harness
- Your dog's weight and breed
- A brief description of how the harness fits
A few important details
- Free size exchanges are subject to availability.
- Exchanges must be for the same harness style.
- Original shipping charges (if applicable) are non-refundable.
- This policy does not cover damage caused by chewing, improper use, washing, or normal wear and tear.
- We reserve the right to decline an exchange if the harness shows significant use or damage.
Returns & Refunds
Harnesses & Accessories
1) I still have not received my order
While uncommon, packages can occasionally be lost during transit. If your carrier confirms that your order is lost, please contact us at support@harnessbuddy.com, and we'll arrange a complimentary replacement.
2) I received a damaged item
If your item arrives damaged or defective, please contact us at support@harnessbuddy.com within 30 days of delivery. Our team will review your claim and work with you to resolve the issue as quickly as possible.
If your claim is approved, we will provide a replacement or refund (where applicable), and any required return shipping costs will be covered by us.
Claims submitted more than 30 days after delivery are not eligible for a refund or replacement.
Please note: This policy covers items that arrive damaged or defective. It does not apply to damage caused after delivery due to normal wear and tear, cosmetic blemishes, scratches, stains, misuse, neglect, improper care, accidents, or intentional damage.
3) The item is not damaged but I just don't like it
If you're not completely satisfied with your purchase and the item is not defective, you may return it within 30 days of delivery, provided it is in its original, unused condition and includes all original packaging.
Return shipping costs are the responsibility of the customer. Once we receive and inspect the returned item, we'll issue a refund to your original payment method within 7 days, less a USD 8.99 restocking fee per returned item.
Please do not return any item without contacting us first. Before sending your return, email support@harnessbuddy.com, and we'll provide you with the return instructions.
Custom & Personalized Products (not including harnesses)
Personalized, custom-made, and print-on-demand (POD) products are created specifically for your order. For this reason, these items are not eligible for returns, exchanges, or refunds unless they arrive damaged, defective, or incorrect.
This policy applies to all current and future print-on-demand products, including (but not limited to) apparel, personalized jewelry, blankets, mugs, canvases, pet portraits, and any other custom-made items.
1 Year Extended Warranty Terms and Conditions
Our 1 Year Extended Warranty only applies to customers who purchase the warranty add-on during checkout. If you did not purchase the add-on, your order will only be subjected to our 30 Day Returns & Refunds Policy.
- The 1 Year Extended Warranty covers HarnessBuddy replacement for manufacturing defects. It does not cover wear and tear, cosmetic blemishes, scratches, stains, failures or breakages due to misuse, neglect, or intentional damage.
- Warranty does not cover defective product as a result of any circumstances not involved in the manufacturing or faulty parts.
- Proof of purchase is necessary for all warranty claims.
- To submit warranty claim, kindly email us at support@harnessbuddy.com with the subject title "Warranty - Order Number #" and send us pictures of the defects.
- HarnessBuddy reserves the right to decline a warranty request.