Purchase process

1. Step: placing an order

We accept orders and inquiries via email at [email protected].

When ordering, please provide all the requested information written in the description of each item (including accurate measurements), and we will reply as soon as possible.

• If you have already ordered our products in the past and the fit is still correct, then new measurements are not necessary. This does NOT apply to growing puppies whose measurements are changing.
• If you’d like us to use any details from your previous order, please let us know when placing a new order.
• If you need individual advice, please provide appropriate measurements in your inquiry.
• If you have any questions or concerns, it’s best to address them before placing an order.

2. Step: order review and confirmation

By replying to your message, we will confirm your order is accepted, and inform you of the final purchase amount, following with the estimated delivery time. If you do not see or receive a reply to your message within one business day, please check your spam folder.

If the order is inadequate, we will ask you to complete it. If the order cannot be fulfilled for any reason, we will agree on one of the other options or the order will be rejected. The order is considered accepted and confirmed only after reviewing all mandatory data and issuing the proforma invoice. At that time order is assigned to the production queue. If you do not complete an inadequate order, it will be canceled automatically.

3. Step: payment

We accept upfront payments (via bank transfer or PayPal) for all domestic and international orders.

You will receive a pro forma invoice via email with all the necessary information to make a payment. If you have chosen to pay via PayPal, we will also send you the payment request using the chosen method. We will inform you via email about the cleared payment. Materials and production timeslot are reserved until the due date of the proforma invoice. If you do not pay the proforma invoice until the due date, the order will be canceled automatically and removed from the queue.

After confirmation, you can cancel the order via e-mail until the due date of the proforma invoice.

4. Step: production

Each order is made individually, so this process takes some time, depending mainly on the number and complexity of the orders. Orders are filled in the order of reception, skipping the queue is not possible.

5. Step: dispatch and delivery

When your order is dispatched, we will inform you via e-mail and give you the tracking number. For delivery purposes, we need the recipient’s name, surname, address, postal code, city, country, and – in some cases – email address and phone number.

All orders are dispatched via Slovenia Post, international shipping is possible via DHL also (upon agreement). Orders are always dispatched with original invoices and customs forms if needed.

In case of any problems or questions regarding the order, products, or delivery, please contact us as soon as possible via email at [email protected].