Help Center

General

Dog Harness Instructions

Please Watch The Instruction Video Below

Where Is PetSwag Located?

PetSwag is a pet product business founded in 2019, our headquarters are in Saratoga Springs, New York.

Although if you are looking for information about how and where we make our products they are sourced from Shanghai, China.

Contact Information

PetSwag customer service operates completely through email. You should expect a response from us within 72 hours of sending your email. If you have any questions or concerns about your order or our business please check our FAQ articles that answer our most common questions. Although if you have specific questions feel free to reach out whenever you like.

Email Address: contact@petswag.com

Returns

Return Instructions (Exchange/Refund)

We are very sorry to hear that you are unsatisfied with your purchase, you may return your item(s) for an exchange or a refund under the following conditions: 

  • Your item(s) must be returned to us within 14 days of delivery.
  • Your item(s) must be returned in the same condition you received it.

Important: When you send the item back please include your name, order number, the reason for return, and whether you would like a refund or an exchange, and if so what are the specifications for what you are exchanging for (product, size, color, etc).

Note: If you return an item and it doesn’t meet the previous conditions, you may be denied your requested refund or exchange. Also, customers are responsible for paying the return shipping charges unless the product arrived defective.

Return address: 33 Cady Hill Boulevard, Saratoga Springs, New York, 12866.

Where Is My Exchange?

We aim to fulfill exchanges within three days of an item being returned to us. Please note, however, that the replacement order will take the same amount of time to be delivered as the original order. Please allow 1-3 weeks before getting concerned about the status of your exchange. We’ll contact you by email to let you know when your return was received and when the exchange is shipped out.

Where Is My Refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering & Delivery

Shipping Information

Shipping Destinations:

  • USA, Canada, Australia, United Kingdom, New Zealand 

Shipping Times:

  • USA shipments currently take about 1-3 weeks
  • International shipments currently take about 2-4 weeks
  • ***These Extended Delivery Times Are Due To The Covid-19 Pandemic

Shipping Cost:

  • Orders over $50 will have free shipping.
  • Orders under $50 will be charged for shipping depending on your country. The full price will be displayed at checkout. 

Where Is My Order Confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at contact@petswag.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Only Received Partial Order (Missing Products)

PetSwag has storage facilities all around the country and if you made a purchase on our website for multiple different product types, there is a chance they will arrive separately. This is because some products might be held in a facility further from your delivery location.

Most likely there was no mistake made and your entire order is on its way to you now.

How Do I Cancel My Order?

Customers are eligible to cancel their order within 24 hours of purchase. Following that deadline orders have been shipped out; we do not allow cancellations while the order is in transit. If you would like to cancel your order following the 24-hour mark you may return the order complying with our return policy to receive a full refund.

 

How To Cancel My Order?

In order to cancel your purchase, you should contact our customer service team and inform them of your situation. As long as you comply with our rules they should help you to cancel your order for a refund right away.

 

Email: contact@petswag.com

Can I Edit My Order?

What Should I Do If I Need To Edit My Order?

You can contact us to edit your order within 24 hours of purchase. After that, your order has already been shipped out and therefore cannot be changed.

  • Contact/Shipping Information Error
  • Product Personalization Error
  • General Error

Can I Track My Order?

Click The Link Below And Follow The Prompts.

https://petswag.com/tools/track-your-order

Where Is My Tracking Information?

Customer tracking information is automatically sent out to our customers immediately when we receive it from our shipping carriers (USPS & UPS). You should receive your tracking information within 7 - 14 days of your purchase. If you haven't received any tracking information in this time frame contact us at contact@petswag.com.