Frequently Asked Questions
How do I contact you?
Shoot us an email at firstname.lastname@example.org or send us a DM on Instagram @califluffco
What size bandana do I choose?
Make sure you reference the size guide here. We recommend measuring your dogs collar length to figure out the right size bandana you'll need. When in doubt size up, as you can always tie then snap your bandana.
What's in the dog treats you include in the packages?
West Portal Natural Peanut Butter and Berry Dog Biscuits are made with human-grade ingredients. They use rye instead of wheat, are made to order, and are US-sourced, made on the West Coast.
Rye flour, crushed peanuts, dried cranberries, blueberry puree, raspberries
How do I care for my items?
Most of our products you can wash!
Bandanas? Yes, we recommend spot cleaning if trying to remove a stain. You can wash your bandanas with cool water on delicate, lay flat to dry. You may iron on low if you'd like.
Glassware (including treat jars)? Yes, but we recommend avoided very hot water, the dishwasher and scrubbing brushes. Use your hands when delicately washing the outside.
Ceramic Mugs? Yes, they are dishwasher safe!
Totes? We recommend spot cleaning your totes.
Apparel? Yes, turn your apparel inside out, wash with cold water, and hang to dry.
Shipping & Returns FAQs
How long will it take for you to ship my order?
We try to get your orders out as soon as possible however, it can take up to 14 business days (not including weekends & holidays). You'll receive an email with your tracking information once your order has shipped.
USPS says my package was delivered but I don't see it, can you re-send it?
If USPS states it was delivered and you don't see it, please wait 24 hours. Sometimes, USPS can mark things as delivered early, when really they haven't been. If after 24 hours you still haven't received it, please feel free to email us at email@example.com. We can confirm on our end if it was delivered to the right address. If the address is correct, we will ask you to open a ticket with USPS to locate the package. As this is an error on USPS's fault, we ask you go through their methods. If after the ticket has been opened and investigated they still can't locate the item, let us know. If we can re-ship the items (depends on inventory), we will re-ship them.
Do you ship internationally?
We do! We ask that you keep in mind any possible customs or import duties that are applied to your package - the fees vary depending on country.
Also, remember that international orders take a bit longer to get to their destination once they are shipped.
Do you accept returns or exchanges?
Unfortunately, no. Because we make every item to order for you and your pup we do not accept returns. We recommend ensuring you measure your dogs neck size before ordering. If your item arrives damaged then please contact us via the contact page here or at firstname.lastname@example.org so we can discuss and exchange.
We will only exchange an item if it arrived damaged, and all exchanges must be completed within 48 hours of you receiving your package.
I purchased the wrong size, what can I do?
If you catch it before your order ships let us know and we will fix it on the backend. However, due to the items being handmade if you receive your order and it's the wrong size there's no returns, refunds or exchanges.
I forgot to use my discount code, can I use it now?
Unfortunately no, it's extremely difficult on the backend to do this.
Can I use multiple discount codes?
Unfortunately no, you may only use one code per order
Can I use multiple giftcards?
Yes, you can enter them one by one, however please note the max is 3 per order.
How does Shop Pay installments work?
Are there late fees?
No, there are no late fees if you miss a scheduled payment.
What is the option to pay in installments on Shop Pay?
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.
What if I make a return on a purchase made through Installments with Shop Pay?
If your refund amount is less than the amount remaining on your Shop Pay Installments balance, then you can expect one or both of the following:
A smaller payment balance on the final payment.Less future payments on the remaining loan balance.
If your refund amount is more than the amount remaining on your Shop Pay Installments balance, then you can expect to receive the difference as a refund to your original debit card or credit card payment method within 3 to 10 business days.
Which payment methods are accepted if I use the option to pay Installments on Shop Pay?
The installments option on Shop Pay is available on debit and credit cards.
Have more questions?
For questions about installment payments on Shop Pay, visit shop.affirm.com/help.
For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.
*Payment options are offered by Affirm and are subject to eligibility check and might not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license.