Please browse our most frequently asked questions
We are here to help
When will my order ship?
Once you place an order, we work quickly to get it shipped to you. You'll receive an email update once it has been processed and sent to our shipping partners, who will then keep you updated on its transit until it arrives at your doorstep. Rest assured, we're doing everything we can to get your order to you as fast as possible!
Where is the custom patch that I ordered for my harness?
Your custom patch is taking a bit longer to personalize and print, so it will arrive separately from your harness order. You'll receive a different package for your custom patch. Don't worry, it will be on its way soon!
I'm missing a product from my order, is it still coming?
If you ordered multiple items, they may arrive in separate packages to speed up the delivery process. If you're missing a product from your order, rest assured it is on its way and will arrive soon. If you have any concerns, feel free to reach out to us and we'll assist you. Thank you for your patience.
How do I cancel my order?
At Team K9, we process orders quickly to ensure speedy delivery. However, if you need to cancel your order, we may not be able to accommodate this request. Our apologies for any inconvenience. If you receive your order and don't want it, please don't hesitate to reach out and initiate a return for a refund. Thank you for understanding.
An item I ordered broke or arrived defective, what do I do?
We are committed to providing our customers with the best possible experience, which is why we take pride in our quality assurance processes. If an item you ordered arrives with a defect or breaks within 60 days, please reach out to us and we will work to resolve the issue. Our goal is to ensure your satisfaction with every purchase, and we will do everything in our power to make things right.
What size harness should I get for my dog?
At Team K9, we understand that getting the perfect fit for your furry friend is important. That's why we have size guides available on our product pages to help you select the right harness based on your dog's weight. However, if you still find that the harness doesn't fit just right, don't worry! Our customer service team is always here to help. Simply reach out and let us know, and we will send you an exchange free of charge. With Team K9, you and your K9 will always be comfortable and happy!
Will the car seat cover fit my vehicle?
The car seat cover we offer is designed to be universal, fitting all bench-style back seats comfortably. The standard size dimensions measure 60 x 56 inches, while the XL size is 64 x 60 inches. Regardless of the size you choose, we're confident that you'll find the perfect fit for your vehicle!
RETURNS AND EXCHANGES
The harness I ordered doesn't fit. How do I exchange it for a different size?
Our apologies that the harness wasn't a perfect fit. We're here to help! Simply reach out to us at firstname.lastname@example.org or contact us here and let us know the size you need. We'll send you a new harness, free of charge, and give you instructions on what to do with the old one. Our exchange process is fast, easy and stress-free. Our dedicated team is here to assist you with any size exchange needs within 60 days.
What is your return policy?
Our return policy is simple, if you're not happy with your purchase, reach out to us within 60 days of delivery. Simply send an email to email@example.com or contact us here for return instructions. To qualify for a refund, the product must be in its original, unused condition and returned in the original packaging. The return shipping cost is the customer's responsibility. For more information, visit our return policy page at https://www.teamk9.com/pages/return-policy.
When can I expect my refund?
Once we receive your return, it usually takes 5-7 business days for the refund to be processed and credited back to your account. If you still don't see the refund after 7 business days, please reach out to us and we'll look into it. Thanks for your understanding.