Help desk
FAQ
Orders, delivery, returns and product information.
How does the sizing run?
Available sizes: One Size, XS, S, M, L, XL, 2XL. Check each product’s fit and sizing information before ordering.
Which items are one size?
Tote Bags, Pouches, Keychains are one size and sold as pictured.
What are the products made of?
- Hoodies and tote bags are made from cotton-based fabrics; fibre content is listed on each product page.
- Pouches are fabric-lined zip or drawstring pouches in printed cotton-based fabrics.
- Keychains are small metal or enamel-style charms on a standard clasp.
- Care instructions are given on every product page; follow the care label on your item.
See the material details on each product page.
How should I care for my item?
Follow the care label and the instructions on the individual product page. Contact us if you need guidance for a specific item.
Where do you ship?
We ship within the United States only — all 50 states and the District of Columbia, including Alaska and Hawaii. We do not currently ship to U.S. territories, APO/FPO addresses or internationally.
How long does delivery take?
Orders placed before 12:00 PM ET on a business day start handling that day; later orders start the next business day. Handling takes 1–2 business days for every service.
- Standard: 6–9 business days total (1–2 handling + 5–7 transit).
- Express: 3–6 business days total (1–2 handling + 2–4 transit).
- Overnight: 2–4 business days total (1–2 handling + 1–2 transit).
How much is shipping?
Standard shipping is free on orders of $75.00 or more; otherwise $6.99. Express is $12.99 and Overnight is $24.99, regardless of order value.
Which payment methods can I use?
We accept PayPal balance, Visa, Mastercard through our third-party payment provider. Prices and payments are in USD.
How do I track my order?
When your parcel ships, its carrier and tracking number appear on our Track order page — enter your order number and the email you used at checkout.
Can I change or cancel my order?
Contact us before dispatch. After dispatch, use the return process.
Can I return an item?
Request a return within 30 days after delivery. See the Return Policy for conditions and instructions.
What if something arrives damaged?
Contact us with your order code and photos within 7 days where possible. We arrange a replacement or refund.
When will I receive my refund?
Inspection takes 1–2 business days; approved refunds are issued within 5–10 business days to the original payment method.
How do I contact you?
Email admin@poochesinpinesstore.com. We reply within 1 business day, Monday–Friday, 9:00 AM–6:00 PM ET.
Are the designs original?
Yes. The dogs, flasks, moons and botanical sketches are original artwork from our shop, and every item carries the Pooches in Pines label.
What goes well together?
A hoodie, a tote bag, a pouch and a keychain make a matched set for one dog and one walker.