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Product

How can I find more information about a product?

You can find detailed information about each product on its dedicated page, including photos, features, care instructions, and size guides.

How do I clean my Ookii Paw products?

Pets can be messy, but our products are designed for easy cleaning. Generally, a quick hand wash with gentle soap will suffice. For specific care instructions, please refer to the individual product pages.

Where are your products made?

Our products are designed in California and manufactured in China. We partner with facilities that share Ookii Paw's commitment to quality, worker safety, fair wages, and sustainable practices.

Choosing the right size

Simply measure your dog's neck and chest girth and refer to our sizing chart on the product page. If your dog is between sizes, we recommend choosing the smaller size!

The harness I received seems too small for my dog. What should I do?

If the harness you received is too small, start by adjusting the neck and chest straps for a better fit. Loosen both straps, place the harness on your dog, fasten the chest strap, and then tighten both straps to ensure a snug yet comfortable fit. Make sure your dog can move freely without any restriction.

If the harness still doesn't fit after adjustments:

  1. Log In: Visit https://account.ookiipaw.com and log in with a one-time code sent to your email.
  2. Request a Return or Exchange: Find your order and click the "Request Return" button to start the process. You can choose to exchange the harness for a better fitting size or return it.
  3. Specify the Issue: Provide a reason for the exchange or return, and if exchanging, specify the size you need.

Our team will review your request and guide you through the next steps. Remember, return shipping costs are not covered, and you may choose our provided shipping method or one of your preference.

Shipping & Orders

How to look up my order number?

Your order number is essential for aftersales support and helps us quickly locate your purchase. Find it in your order confirmation email or by logging into your account and checking your order history.

Where does Ookii Paw ship? Do you ship to PO boxes?

Ookii Paw ships throughout the United States, including Alaska, Hawaii, and Puerto Rico, and we do ship to PO boxes! Currently, we do not ship internationally, but stay tuned for future updates!

How much does shipping cost?

We offer free standard shipping on all domestic orders over $68. For orders under $68, shipping costs will be calculated at checkout.

How long will it take my order to ship?

For Ground Shipping, your order will arrive within 5-9 business days. Expedited Shipping will deliver your order in 2-4 business days.

Will personalization take longer?

Yes, personalization can add an extra 5-10 business days to your delivery time, depending on the product.

How can I change my shipping address?

We can definitely help that If your order hasn't shipped yet. Simply fill out the "Contact Us" form and we will update your address accordingly.

Once the order is shipped, please contact the carrier to change the address.

Can I change or cancel my order?

We strive to accommodate change requests but cannot guarantee updates before shipping. You can modify your order by logging into your account. Pre-orders can only be changed or canceled during the pre-order period.

How can I check the status of my order?

You will receive an email with tracking details once your order ships. Sometimes, carriers take 1-2 business days to update tracking info. For further assistance, sens us a message at "Contact us" page and we will work with you to resolve any issues.

Why isn't my tracking updating?

Tracking delays with UPS or USPS can occur but usually resolve within a day. If there’s no update for 5 business days, sens us a message at "Contact us" page and we will work with you to resolve any issues.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, and other major debit and credit cards. Unfortunately, we do not accept traveler’s checks.

Discount is not working

Make sure you copy and paste the discount code correctly. Discounts cannot be combined with other promotions, sales, or coupon codes.

What is your warranty?

We offer a 60-day warranty on all our products to cover any manufacturer defects. If you encounter an issue within this period, please reach out to us via our "Contact Us" page, and we'll assist you promptly. Please note, our warranty does not cover damages caused by pets or general wear and tear. If you receive an incorrect or defective product, let us know immediately so we can make it right.

Returns & Exchanges

What's your return policy? What about exchanges?

Unused or unworn items can be returned for store credit (with no expiration date) or exchanged within 30 days, both subject to a $5 restocking fee.

Customers are responsible for return shipping costs. Please note that we do not accept returns or exchanges for final sale items, limited-edition collections, or customized products. Additionally, orders over $500 are considered non-returnable.

To initiate a return or exchange, check below FAQ on "How to initiate a return or an exchange?" and follow the instructions. Make sure to include your order number to expedite the process. For guidance on finding your order number, refer to the "How to look up my order number?" section.

For large, non-wholesale orders, please visit "Contact Us" and select "Others" from the dropdown menu. Our team will reach out to assist you shortly.

How to initiate a return or an exchange?

To initiate a return or exchange, please follow following steps:

  1. Log In: Visit https://account.ookiipaw.com and log in with the email you used to place your order with. The system will send you a one-time code that can be logged in to your account — no password needed.
  2. Find Your Order: Locate the order you wish to return or exchange. Click on the "Request Return" button. 🐶 Yes 🐶 regardless of whether you are returning or exchanging an item.


  3. Specify Details: Provide a reason for your return or exchange. If you're requesting for an exchange, please specify in the notes the item you wish to receive in exchange.


  4. Submit Request: Our team will review your request and guide you through the subsequent steps.

Note on Exchanges: You can choose a different item for exchange. If there is a price difference, we will either charge the extra amount or refund the difference.

Shipping Costs: Return shipping costs are not covered. You may choose to use the shipping method we provide or opt for your preferred carrier.

Restocking Fee: Both return and exchange subject to a $5 restocking fee.

For assistance with large, non-wholesale orders, please visit "Contact Us", select "Others" from the dropdown menu, and our team will be in touch shortly.

I am interested in placing a wholesale order, how do I do that?

Wholesale orders are considered at $500 or more and are not returnable. To place a wholesale order, please contact us here and select "Others" in the drop down menu, our team will be in touch shortly. For large non-wholesale orders, please also reach out to us to Contact Us page.

What if my gift recipient wants to exchange or return their item?

No worries at all! Gift recipients can return or exchange unused and unworn items within 30 days of purchase. Just follow the same process outlined for returns and exchanges on our website, and we’ll take care of the rest.

Uh oh, my pup broke the item! What can I do?

We understand that some pups can get a bit too excited with our products. Unfortunately, this isn’t considered regular wear and tear or a manufacturer defect.

However, please contact us here and select "Others" in the drop down menu, and we’ll see how we can assist.

Including your order number will help facilitate the process. For locating your order number, refer to "How to look up my order number?".

Wrong item sent or missing items

Received the wrong item?
Oops! Looks like the wrong item sneaked into your box. Snap 2-3 pictures of what you got, visit our "Contact Us" page, select "Wrong Item Received" from the dropdown menu, include those photos in the message and we'll get back to you shortly.

Missing items in your order?
Sometimes items ship separately. If all your packages have been delivered and you're still missing something, visit our "Contact Us" page, select "Missing Item" from the dropdown menu and we'll track it down and update you ASAP!

Damaged product received?
Oh no! We're really sorry. Take 2-3 photos of the damaged item, visit "Contact Us" page, select "Damaged Item" from the dropdown menu, and include the photos in your message. We'll look into it with the carrier and arrange a replacement or refund.

Including your order number makes everything smoother! Not sure how to find it? Check our guide on "How to look up my order number?" for help.

Do your gift credits expire?

Our store credit and gift cards never expire! Feel free to drop by anytime to check out our new products and take your time picking out the perfect gear for your dog!

Can not find what you're looking for?

Send us a message! Our team will be in touch shortly.

Contact Us