FAQ
Shipping and Orders
Where do you ship?
We have a robust logistics infrastructure that allows us to ship to 130+ countries. Most orders will ship from China, but we may also ship from the US or EU depending on stock availability.
When will I receive my order?
We are typically able to process your order in 1-3 business days! Once your order has shipped, the delivery time will vary based on your location. Our standard estimated shipping times are:
- United States: 6-10 business days (HI/AK: 10-20 business days)
- Canada: 7-12 business days
- Europe: 6-10 business days
- Australia & New Zealand: 6-12 business days
- Japan: 4-8 business days
We will make every effort to deliver your package on time. However, delays may occur due to invalid addresses, customs clearance issues, public holidays, peak seasons, local carrier delays etc, and as a result we can't guarantee an arrival date. Your patience is highly appreciated.
For the most accurate updates on your package’s whereabouts, please check your tracking link once your order has shipped.
Do you ship to PO Boxes or APO/FPO Addresses?
Unfortunately, we are unable to ship to PO boxes or APO/FPO addresses at this time.
How can I check the status of my order?
Once your order ships, you’ll receive an email notification, which will provide a link to order tracking details. You can also look up your order information on your Spark Paws account and track your order here
If you are having trouble finding your tracking information, email us at service@sparkpaws.com and we will happily provide this for you
Why are there no updates on the the shipping status? Is my parcel safe?
As some packages are shipped internationally, you may not see updates via local couriers until the package is in transit, cleared by local customs, and entry is granted into your country. This process can take anywhere from 3 to 5 business days. If your order is still under the estimated delivery time frame, please wait patiently! Once this process has been completed and is scanned by your local courier, you will be able to see your tracking updates.
If your order has not been updated for a long time and is overdue, you may contact us or the shipping courier for help.
Will I be responsible for any customs or duty fees?
Shipments to the following countries should not require customs or duty fees:
United States, Canada, United Kingdom, Germany, France, Italy, Japan, Australia, New Zealand
Shipments to all other countries may be subject to duties and taxes. All import (customs) duties and/or taxes will be charged once the parcel reaches its destination country.
If any, these charges must be paid by the customer before the package is released and delivered. Refunds will not be issued if customer refuses the package
Can I change or cancel my order?
We do our best to process and ship out orders as quickly as possible, so please email us right away (at service@sparkpaws.com) if a change needs to be made. If we're able to catch it in time, we can update your order! If your change was not captured in time, we offer quick and easy exchanges or returns.
My package shows delivered, but I didn't actually receive it - what should I do?
Please check the following:
- Please make sure your order address is correct
- Check with neighbours and family members(sometimes they will help pick it up)
- Look around the place of delivery (mailbox)
- Check for notice of attempted delivery
If you still cannot find your package, please contact us at service@sparkpaws.com
Returns & Exchanges
How do I make a return or exchange?
We hope you and your pup love what you've ordered! If they don’t fit perfectly, don’t worry - we've made the return process super easy!
First, please make sure your return items meet the following conditions to be eligible for a refund or exchange:
Apparel: New condition with tags intact and returned with original packaging. Must be free of odor and dog hair
Chains and Cuban Link Leash: All of our chains are wrapped in a protective layer to prevent scratches. Once the protective packaging is removed, we can no longer accept any returns
Walk: New condition and returned with original packaging. Must be free of odor dog hair
Then follow the information below to exchange or return your item(s).
Exchanges
Exchange is free on your 1st order! We want to make sure you get the sizing right on your first purchase and eliminate sizing issues in the future.
- Email service@sparkpaws.com within 30 days of the date of initial delivery.
- All return items must be in new condition and are subject to inspection.
- For additional exchanges you will need to return your item(s) at your own cost.
- Once we receive your return items, we will send your exchange items
*free exchnage only applies to apparel and walk items (same style different size). Excludes jewelry and cuban link products.
Returns
- Email service@sparkpaws.com within 30 days of the date of initial delivery
- You will need to return your item(s) at your own cost
- All return items must be in new condition and are subject to inspection.
- Once we receive your item(s), we will issue your refund or store credit, less the original shipping cost.
How long do I have to return or exchange an item?
You have 30 days from date of delivery to return an item for an exchange or refund
How long will it take for my exchange or return to be processed?
Exchanges and returns are processed 2 to 3 business days after we have received your returned item.
For exchanges:
Once we’ve confirmed that the item has been returned to our facilities, process your exchange item. We will keep constant communication with you via email.
For refunds:
Your refund will be processed 2-3 business days after your return item has been delivered to our warehouse. The refund will be issued to your original from of payment.
Do you refund the delivery charge?
Exchanges are free on your first order! We will provide a shipping label for you to send back the items.
Unfortunately, shipping fees for returns must be covered by the customer if the items returned for a refund are for non-quality issues.
- US customers can arrange their own return shipping, OR a shipping label can be provided by Spark Paws, however a flat rate of $7 USD will be deducted from your refund to cover the return shipping and handling fee.
- Non US customers will need to arrange their own shipping to our return warehouse located in the US. This will be non refundable
Can I return a Seasonal Product?
Halloween hoodies can be returned for a refund up until October 28th. Christmas pajamas are refundable until December 20th. After these dates, we only accept size exchanges.
Can I return a "Final Sale" item?
Items on "Final Sale" are offered at greatly reduced prices so you can enjoy substantial savings. These items are in turn non-returnable, non-exchangeable, and non-refundable. Before buying a "Final Sale" item, please double-check sizing.
Product
Where are your products manufactured?
Our clothing is manufactured in Guangzhou, China. Contrary to popular belief, there are amazing factories in China with top-notch craftspeople that do outstanding work! We take great care in choosing partners who share our values around product quality, safety, and fair wages.
Every product that Spark Paws creates goes through a rigorous material selection process and numerous rounds of sampling and prototyping until the final product and its sizing is perfect for you and your dog.
How can I find more information about a product?
Individual product pages have lots of useful information including photos, features, care instructions, and size guides. In addition, you can also find the care instructions on the item(s) themselves. If you are unable to find it, please feel free to contact us.
How do I clean my products?
Most of our products are machine washable but you should always refer to the garment label to ensure the best possible care. We recommend hanging to dry when possible.
Sizing & Fit
How can I find the right size for my dog?
You can either measure your dog and refer to our numeric size guide, or simply check out our breed reference guide for our recommended size. Both of these guides are available on all of our product pages.
We understand that sizing can be a bit daunting if you’re new to online ordering for your dog. But don’t worry, we’ve got your back with our "Free exchange on your first purchase" policy! If you have any questions about specific measurements or need help on sizing, please contact us at service@sparkpaws.com
What do I do if my dog is in between sizes?
If you are in between sizes, go with the larger size. We also recommend prioritizing the chest measurement over the neck and back measurements.
I bought a size and it’s too small/big - what should I do?
We understand that getting the sizing right might be a bit tricky especially if you’re new to online ordering for your dog. That's why we offer a Free exchange on your first purchase, so that you can get the sizing right and eliminate sizing issues in the future. Simply email us at service@sparkpaws.com and we will start your exchange process