FAQs

How can you contact with us?

For any comments or questions, please contact us at ok@scratchies.pet.

How do I measure my pet & choose the right size for them?

  • Neck - the circumference of your pet's neck (around where the collar lies).
  • Chest - the measurement around your pet's rib cage (largest part) while standing (behind the front legs).
  • Back length - the measurement from the base of your pet's neck to their tail while standing.
  • Forelegs - the measurement of your pet's front legs.
  • Make sure to utilize the 'two-finger rule' by placing your pointer and middle fingers between the measuring tape and your pet.
  • If your pet is in-between sizes, we recommend you size up.
  • Under each item, there is a size chart to reference as each item of clothing varies in size.
  • If you need help choosing a size, feel free to contact us!

Do you accept returns?

scratchies.pet accepts returns on all items except for toys within 14 business days of your notified delivery date. 

All returned items must be in new and unused condition, with all original packaging (such as dust bags & hangers), tags and labels attached. If the item is returned damaged, we will not be able to process your return. Return shipping will be determined based on the size and weight of the order so contact us. You can also choose to return your order through a shipping carrier of your choice. A 10% restocking fee may be charged upon inspection of the return. Shipping and return costs will not be refunded. If you choose to receive a return label from us, the cost of shipping will be deducted from your refund.

Please email us at ok@scratchies.pet to obtain start a return.

Once your return is received, allow 5 - 7 business days for your return to be processed. After your return is processed, it may take 5 - 7 business days to appear on your credit card.

We reserve the right to deny a refund if returned merchandise does not meet our requirements, i.e. found to be damaged, shows signs of wear, or is without original tags, straps or packaging. If your return is not accepted, it will be sent back to you and a refund will not be issued.

Toys are FINAL SALE for sanitary and hygiene reasons. 

If you have any issues with defective, wrong/incorrect, or damaged items or issues due to our error, you must contact us within 7 days of delivery. Any shipping or return costs will not be refunded in any case.

What are your payment options?

We accept Shopify payments, PayPal, Amazon Payments, Apple Pay. 

Where do you ship?

We ship to all 50 U.S. states, including Hawaii & Alaska.

What are your shipping rates?

The shipping cost is calculated based on the weight & destination of your order. We do not offer expedited shipping at the moment. 

When will my order be shipped?

Order will be shipped during business orders within 2 - 3 business days. We are not responsible for any shipping delays (including delays due to severe weather conditions).

When should I expect my order?

Our delivery times are estimated (in business days) only and not guaranteed. Orders should be delivered within 5 - 7 business days, but there may be some delays with the chosen shipping carrier.

What do I do if I never received my order?

Please contact us if you do not receive your order after 10 business days. Also note that scratchies.pet is not held responsible for: 

  • Mistakes or errors made by the shipping carrier (i.e. USPS or UPS) such as delays or lost packages.
  • Delays in shipping due to natural disasters or extraordinary circumstance (i.e. snowstorms or hurricanes).
  • Incorrect address or shipping information provided by customers or issues with P.O. boxes.
  • Stolen packages after delivery.
  • Damages to property caused by the shipping carrier.

Can I make changes to the order I already placed?

We will try our best to execute any changes, however orders are processed soon after they’re placed and changes may not be applied. Please contact us as soon as possible, but note that changes may not always be accommodated.