Please browse our most frequently asked questions
We are here to help
When will my order ship?
We will ship your order as fast as we possibly can. When your order ships, we'll send you an email letting you know that it's on the way.
After you place an order, we process it and relay the information to our warehousing teams in either California or New Jersey. They perform a quality check before packaging your order and assigning a tracking number. This may take some time depending on staffing limits and other logistical factors. Thanks for your patience.
We then drop off your order to our shipping partner's facilities, usually DHL eCommerce, USPS, UPS, or Fedex. This is when you will get the first shipping email that your item is "in transit." We send you another email when your item is set to arrive (out for delivery) and finally an email indicating when your order has been delivered. The process takes anywhere from a few days to a few weeks, depending on a variety of factors. We do our best to get it to you as quickly as possible and we thank you in advance for your patience.
Where is the custom patch that I ordered for my harness?
Custom patches take longer to personalize and print and so we ship them separately. If you ordered a custom patch for your tactical item, it will arrive later in a different package. We include a random patch with each tactical harness, such as "Do Not Pet", "Service Dog", or "Service Dog In Training". This is a free patch included with your order and not the same as the custom patch if you ordered one. To be clear: custom patches arrive separately from your order because they take longer to personalize. The custom patch(es) will arrive soon.
I'm missing a product from my order, is it still coming?
If you ordered multiple items then they may arrive separately. We sometimes ship items in multiple packages to speed things up. For example, if you purchase an additional safety belt with your car seat cover, we will likely ship the items separately, so you will get one before the other. Additionally, custom patches take longer to print and will arrive in a different package. Rest assured, the rest of your order is on the way and will arrive soon. If you feel like there's an issue with your order, feel free to contact us and we'll get back to you. Thanks for your patience.
How do I cancel my order?
We aim to process and ship your item as fast as possible. Because of this, we can't guarantee order cancellations at this time. We're sorry for the inconvenience. We encourage you to make a return for a refund by contacting us here if you still do not want your order when it arrives.
An item I ordered broke or arrived defective, what do I do?
We stand by the quality of our products and we perform quality assurance tests before shipping them to our customers. If your item broke or arrived with an issue, please contact us within 60 days and we will make it right.
What size harness should I get for my dog?
We recommend ordering a harness for your dog based on their weight. Our size-guides are on our product pages. Go for the size up if your dog is in-between sizes. If the harness doesn't fit right when you get it, just let us know and we will send you an exchange free of charge.
Will the car seat cover fit my vehicle?
The waterproof car seat cover is universal and is designed to fit all bench-style back seats. The standard size dimensions are 60 x 56 inches and the XL is 64 x 60 in.
RETURNS AND EXCHANGES
The harness I ordered doesn't fit. How do I exchange it for a different size?
We're sorry the harness didn't fit correctly. We'll send you the right size harness right away at no-cost to you. We want to make exchanges easy and hassle-free, so simply contact us here or send us an email at email@example.com and let us know what size harness you need. We'll send you the replacement harness for free and give you instructions on what to do with the one you have. We won't be able to send you a tracking number for the replacement harness but we will ship it out as fast as we can. Rest assured, we have a team dedicated to exchanges and we encourage you to contact us if you need a size exchange within 60 days.
What is your return policy?
If you need to make a return, please contact us here or send us an email at firstname.lastname@example.org. We will give you instructions for returning your product for a refund. Our return policy lasts for 60 days from when your product was delivered. We accept returns for refunds if the product is generally unused and sent back in its original packaging. The customer will be responsible for paying the return shipping cost. Please view our full return policy here: https://www.teamk9.co/pages/return-policy
When can I expect my refund?
It can take a few business days for your refund to be reflected in your account. We'll send you an email when we've initiated the refund on our end.
Fast & Free USA Delivery
We ship domestic orders from our USA warehouses so you can get it fast, for free!
60-day Risk Free Warranty
Try our products risk-free with our 60-day warranty. We also offer free exchanges and returns for up to 60 days.
US-Based Customer Support
Contact us 24/7 to get support. Our service team is standing by. We're here to help!