| About UrbanPup.com |
| Contact UrbanPup.com |
| FAQs |
| Size Guide |
| Order Tracking |
| Returns & Refunds |
| Privacy Policy |
| Terms & Conditions |
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| Frequently
Asked Questions |
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Dog
Sizing
How do I find the correct size for my dog?
Registration
Do I need to register to shop?
By registering, will I automatically receive marketing emails from you?
By registering, will you pass my details on to any other companies?
What do I do if I have forgotten my password?
Ordering
How can I find items I want online?
What method of payment are accepted by UrbanPup.com?
When will payment be taken from my account?
Are my card and personal details safe?
Are prices inclusive of all taxes?
What are your delivery costs?
What countries do you ship to?
Receiving Your Order
When will I receive my order?
Do I need to be available to sign for my delivery?
What happens to non-deliverable / refused and unclaimed orders?
Can I change my order?
Returns & Refunds
I have received the wrong item, what do I do?
Why have I have only received part of my order?
What if the item I have received is faulty?
What is your returns policy?
What is your refunds policy?
What if I buy the wrong size?
Product Care
How do I wash my garments?
How do I find the correct size for my dog?
Click here to view our dog sizing guide.
Measure Body Length for clothing. 
Breed guidelines for dog clothing.
Should you need any assistance with selecting the right size, please
contact us and we will help you.
Dog Clothes
Dog clothes are measured by body length.
This measurement is taken from the back of your dogs' body, starting
from the base of the neck to the base of the tail. If your dog has a
chubby body we recommend going up by at least one size in order for a
comfy fit. Dogs like us humans come in all different shapes and sizes
and in many cases their figure is not always in proportion to the length
of their body.
Dog Collars
Dog collars are measured by neck circumference. This measurement is
taken from the circumference of the neck where the collar will sit.
Dog Harnesses
Dog harnesses are measured by maximum chest circumference.
This is the widest part of your dog's chest, usually just behind the
front legs.
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Do I need to register to shop?
Registering with UrbanPup.com helps make the ordering process as quick
and easy as possible and allows you to keep track of your orders online.
Though you can checkout without registering by clicking the 'Express
Checkout' option.
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By registering, will I automatically receive marketing emails from you?
Your details are not shared with any third parties. You will
receive a newsletter only by UrbanPup if placing an order. The newsletter is
opt-out and you can be
removed from the UrbanPup mailing list at any time by contacting us,
updating your email preferences in your account login or by
clicking the remove link on the newsletter email from UrbanPup.
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By registering, will you pass my details on to any other companies?
No, we will not pass your details on to other companies.
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What do I do if I have forgotten my password?
You can request a password reminder on the 'sign in' page.
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What method of payment are accepted by UrbanPup.com?
UrbanPup.com accepts: American Express, Visa, Visa Electron,
Maestro / Switch, MasterCard and Solo. PayPal and Google
Checkout.
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When will payment be taken from my account?
When you reach the final billing stage and press ‘Pay Now’ UrbanPup.com
will immediately contact your bank / card issuer for authorisation to
take payment from your account. If the payment is authorised you will
receive an e-mail within a few minutes confirming your order and a
payment will be taken from your account.
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Are my card and personal details safe?
UrbanPup.com takes security very seriously to make shopping online as
safe possible
Your browser will go into secure mode as soon as you access the
'checkout' or 'login' pages, before you enter any personal or payment
details. You can check that you are shopping in a secure environment by
looking for either a locked padlock or a key icon in the grey bar at the
bottom of your screen.
Being in 'secure mode' means that all of your details are encrypted to
keep them secure. Encryption creates billions of code combinations to
protect each transaction made on our site, so your card details cannot
be viewed by anyone else using the Internet. If you are using one of the
more recent browser versions, our site supports 128 bit encryption and
therefore keeps your details as safe as possible at all times.
We only accept orders that are placed using Secure Socket Layer (SSL).
This technology prevents you from inadvertently revealing personal
information using an insecure connection. During payment, we also ask
for your card billing address as an additional security check. New
security checks like the card signature code have recently been
introduced to protect your credit card details online.
No credit or debit card details are stored once your order has been
processed. This is why you can save your preferred delivery address but
need to enter your card details each time you order.
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Are prices inclusive of all taxes?
Where products are delivered to you outside of the European Union you
will be responsible for paying any local sales tax or import duties
arising at the delivery destination, which are not included in the price
of the products. Prices are quoted exclusive of postage and packing,
which will be charged at the rates specified during the checkout
process, before you complete your order.
Within the EU all prices are inclusive of taxes at the rate
appropriate to the country of receipt. The
total cost of the order is the price of the products ordered plus the
delivery charge where applicable.
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What are your delivery costs?
Delivery costs and estimated delivery times will be advised during the
checkout process.
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What countries do you ship to?
We ship worldwide.
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How can I find items I want online?
Simply use the 'search' link on the website and type in the product code
or a description of the item you are looking for. Or use the links at
the top of this page.
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When will I receive my order?
We aim to dispatch your order the same or next working day, and
delivered to you within 1-3 working days for the UK, 2-5 days
for mainland Europe and 5-7 days for the rest of the World.
Though please allow up to 7 working days for UK delivery, 10
working days for mainland Europe delivery & 14 working days
delivery for the rest of the World. If an item(s) is/are out of
stock you will be notified immediately and have the option to
cancel (out of stock items are usually dispatched within 14
working days).
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Do I need to be available to sign for my delivery?
If the item is of a higher value a signature will be required, we will
advise you by email in advance if that is the case. For all other items
the carrier will leave a card informing of the attempted delivery, this
card will also include instructions on how to obtain your parcel.
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What happens to non-deliverable / refused and unclaimed orders?
If any order is returned, refused or unclaimed by the customer due to
customer refusal, negligence or absence, or the provision of incorrect
shipping information we shall attempt to contact you. However we reserve
the right to recharge all shipping costs to enable us to resend the
order.
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Can I change my order?
If your order status is 'Awaiting Dispatch' then it may be possible to
amend it, please contact us.
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I have received the wrong item, what do I do?
Every effort is made to dispatch your order correctly and promptly,
unfortunately, occasionally errors can occur. If the item you receive is
not what's detailed on your order, please
contact us, quoting your name, address, contact and
order details.
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Why have I have only received part of my order?
All items are dispatched together in one package so if you have not
received all of your order it will be because the remainder of your
order was out of stock at time of ordering, you would have received an
email advising of this at time of order so please check your spam / junk
mail
folder.
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What if the item I have received is faulty?
If you receive a damaged or defective item, please
contact us, with the order
number and the product condition within 24 hours of receipt to obtain an
authorization number for returns. Unauthorized returns may be refused or
disregarded.
Damaged / defective items delivered must be returned to us securely
packaged and wrapped along with the returns authorization number. After
we receive the product, we will examine and test the defect of the
item(s). If we find the defect described in your email, we will ship you
a replacement for the defective item(s). Otherwise, the original item
will be shipped back to you.
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What is your returns policy?
Returns must be sent to our shipping and returns depot (please
contact us
first to obtain an RMA):
UrbanPup.com
PO Box 339
BANGOR
BT20 9DX
United Kingdom
If you receive a damaged or defective item, please
contact us, with the order number and the product condition
within 24 hours of receipt to obtain an authorization number for
returns. Unauthorized returns may be refused or disregarded.
Damaged / defective items delivered must be returned to us securely
packaged and wrapped along with the returns authorization number. After
we receive the product, we will examine and test the defect of the
item(s).
If we find the defect described in your email, we will ship you a
replacement for the defective item(s). Otherwise, the original item will
be shipped back to you.
Goods returned for any other reason must be in pristine condition with
labels attached and all original packing in tact. In order to return
goods you must first
contact us and
return the goods within 14 days from receipt of the goods. UrbanPup.com will refund the purchased price of the item(s).
UrbanPup.com reserves the right not to
refund item(s) that are not returned in a re-saleable condition.
Unfortunately we are not able to refund / replace design your own statement t-shirts / hoodies unless faulty, so please
measure your dog carefully.
We will re-imburse the postage paid when returning faulty items only
up to the value of the original delivery charge.
(Please note that this does not affect your statutory rights). If you
require an exchange on a faulty item and we have stock available, you
will not be charged again for delivery.
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What is your refunds policy?
We guarantee to refund any item you are not completely happy with when
you return it to us by post, in a saleable condition within 14 days of
receipt.
Items should be returned new, unused, and with all garment tags still
attached. Returns that are damaged or soiled may not be accepted and may
be sent back to the customer.
Unfortunately we are not able to refund / replace design your own statement t-shirts / hoodies unless faulty, so please
measure your dog carefully.
Refunds will be credited to your original method of payment.
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What if I buy the wrong size?
If you purchase an item that is the wrong size we will exchange it for
another size (or give a refund if no appropriate size is
available) providing they
are returned in an unused condition.
Additional postage costs at the
same rate as your original order may be applied. With this in mind we ask
that you please measure your pet correctly before placing an order.
Should you need any assistance with selecting the right size, please
contact us and we will help you.
We recommend that you send your return via registered post as we are
not responsible for lost returns.
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How do I wash my garments?
We advise that all garments are hand
washed separately in warm soapy water, reshaped and allowed to dry
naturally.
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Need Help? Contact our Customer Service Department: |
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UK: 028 9581 2107
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Int'l: +44 28 95812107
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Customer Service Hours:
Business Hours from Monday at 8:30am to Friday at
4:30pm
GMT |
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Help Pages 
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