Frequently Asked Questions
Q: What size dog or cat collar should I purchase?
A: Keep in mind personalized items cannot be returned. To return a non-personalized item, buyer will be responsible for return shipping costs. For this reason, we recommend you measure your dog or cat's neck before ordering. We do provide a dog neck size guide but still recommend you measure your own dog's neck to be sure you get the correct fit.
Q: Do You Accept Returns?
A: Big Pup Pet Fashion accepts returns within 30 days of the purchase date on all non-personalized items. We do not accept returns on engraved / personalized items.
Q: How Should I Return My Item?
A: If you need to return a non-personalized item, please do the following:
- Include a note or packing slip that has your order number on it
- Purchase the shipping label to return your order
- Ship to: Big Pup Pet Fashion, 917 Sandlin Ln., Springtown, TX 76082
- Be sure to keep your tracking information in the event it is lost in shipping
Q: When Will I Receive The Pet Accessories I purchased?
A: Non-personalized items ship within 1-3 business days. Personalized / engraved pet collars ship within 5-8 business days.
We email a tracking number to you when we've shipped your pet accessories. Wondering where it is? Please see your email and track it with the number provided.
Q: What Can I Include On My Engraved Dog / Cat Collar Buckle?
A: You can include anything you want! We offer print or cursive font. Keep in mind, the more characters you add per line, the smaller the font will become.
For that reason, we recommend:
- 5/8" wide buckles - max 2 lines, 15 characters per line
- 3/4" wide buckles - max 2 lines, 18 characters per line
- 1" wide buckles - max 3 lines, 20 characters per line
- 1.5" wide buckles - max 4 lines, 25 characters per line
Q: I Want To Share Photos With You Of My Item.
A: We LOVE to see photos of your little fashionista or fashionis.... ter? wearing their pet collar, tutu, dog leash, or other accessory! Find us on Facebook, Instagram, and Twitter to tag us in your photo to be featured!
Q: Do You Have Coupon Codes?
A: Yes! Codes are automatically applied to your cart in most cases. You will need to enter a code that is sent to you via email or included in your packaging. We often run sales and always offer free USA shipping! Our current sales will be featured on the banner of our pages so you know what sale we are currently offering.
Q: I Did Not Receive My Item.
A: Once we ship your order, a tracking number is emailed to you. For updates on the shipping process, please refer to your tracking number. If the item shows to have been delivered, check with family members and neighbors. Sometimes items are delivered to a neighbor by mistake. We are not responsible for the cost of items that show delivered. If you are concerned about theft of items delivered to your porch, please change your shipping address to your office or a place where someone is present to receive the package right away. You may also contact your local post office that delivers your packages for any inquiries. Or, you may upgrade your shipping to an insured priority mail package. Our FREE USA shipping is first class mail that is not insured.