FAQs

RETURN POLICY

1. What is your return policy? 

Your products will take 1-3 business days to process and then up to 10 business days to reach your doorstep. We ship all our products with Canada Post. We have noticed longer than average shipping times in the last few months, so please remain patient as your package makes it's way to you!

 

3. Do you ship internationally? 

We do not ship internationally at this time, but we have plans to do so in the near future, so stay tuned! 

 

4. My package was "return to sender" 

If your package is returned to sender due to an incorrect address or a forgotten unit number, the customer will be required to pay shipping a second time in order to have the package re-shipped.

 

5. My order shows delivered but I didn’t receive it?

We deliver all of our packages with Canada Post and it is their responsibility to deliver once it has left our studio. Unfortunately lost packages are out of our control. If the postal service loses your package, there are steps you can take, including submitting a service ticket with Canada Post, which you can do here. 

 

6. Do you offer local pickup? 

Yes we do! If your address is in a local radius, pickup will be an option available to you upon checkout. 

 

ORDERS

7. Can I cancel my order?

We might be able to cancel your order if it is cancelled before it has been processed. Please email us at hello@pomandchi.com, and we will try our best to help you out. If your order has already been processed by the time we receive your email, unfortunately, your order can no longer be cancelled. 

 

SIZING

8. What size bandana should I buy for my dog? 

Please see our bandana sizing guide here. We highly recommend triple checking when measuring the size of your dogs neck to avoid buying the wrong size.

If you are local (Vancouver, BC) and would like to size your dog for a bandana, you and your dog are more than welcome to visit our offices located in Kitsilano. Please email hello@pomandchi.com to set up an appointment time between the hours of 9AM - 5PM, Monday to Friday.  

 

PRODUCT CARE

9. How do I wash my dog bed? 

Our dog beds are made from linen and 100% organic cotton fabrics. We recommend washing your bed in cold water on a gentle cycle in the washing machine. Please use a gentle or eco-friendly laundry soap. Hang to dry. 

If you would like to iron out wrinkles and creases, here is an excellent guide on ironing linen.

 

10. How do I wash my dog bandanas? 

We pre-wash all our dog bandanas to avoid any possible shrinkage with future washes. 

Our dog bandanas are mostly made from natural fibres like linen and organic cotton, but we occasionally use deadstock fabric as well, which may include other materials. 

We recommend washing your dog bandana in cold water by hand. If you use a washing machine, place the bandana in a mesh wash bag on a cold gentle cycle. Please use a gentle or eco-friendly laundry soap. Hang to dry. 

If you would like to iron out wrinkles, please double check the fabric type on the product page and use the appropriate setting. 

 

PRODUCT INFO

11. What materials are your dog beds made out of? 

Our dog bed covers are made out of linen and 100% organic cotton. We chose these fabrics because of their low environmental impact, durability and comfort. To learn more about these fabrics and why we chose them, please read our blog post here. 

Our dog bed inserts are made from 100% high-loft polyester fiber fill. While we acknowledge this is not the most sustainable option, we are hoping to switch to a recycled polyester fiber fill in the near future. Please sign up for our newsletter, as we will be announcing the change once we do. 

 

12. What materials are your dog bandanas made out of? 

Our dog bandanas are mostly made from cotton, linen and occasionally from deadstock fabrics. We chose cotton and linen for the same reasons listed above. Our bandanas fasten with a brass snap button.  

 

13. End of product life-cycle?

If you find yourself no longer needing your dog bed, here are some ideas to either reuse or repurpose the dog bed so it does not end up in the landfill. 

1. Donate your dog bed to a friend that has a small dog, or to a local shelter for a dog in need. 

2. Give the pillow cover a good wash and reuse the pillow on your couch, your bed or even as a pouf on the floor.

3. Reuse the fabric and stuffing from the bed to make something else, like a dog toy. Or cut up the fabric to use as cleaning rags around the house. 

4. If you find yourself with no other alternative way to reuse or recycle the bed and the materials, the cover is 100% biodegradable and compostable so you can cut off the zipper, shred the fabric and add it to your compost bin. Please check with your local municipality about recycling pillow insert options.