HOW CAN I GET IN TOUCH WITH YOUR CUSTOMER SERVICE TEAM?
For customer service inquiries only, please email onsitenow4u@gmail.com or you can use our Contact form above (CLICK HERE).

I EMAILED YOUR CUSTOMER SERVICE TEAM. WHEN SHOULD I EXPECT A RESPONSE?
We aim to respond to all e-mails within 48 hours. Please note that this timeframe may be extended during and immediately after launches.

WHERE CAN I BUY K9 GEAR AND ACCESSORIES?
K9 Merchandise ​is currently only sold exclusively online at ​k9-brands.com​ so you can be reassured of its authenticity.

WHERE ARE YOU BASED?
We are located in the beautiful city of ​Los Angeles, CA - specifically founded in Inglewood, CA, The City of Champions!

PRESS INQUIRIES?
For press inquiries please contact us at onsitenow4u@gmail.com



EXCHANGES/RETURNS:

WHAT IS YOUR EXCHANGE/RETURN POLICY?
Due to our recent COVID Pandemic, we are reevaluting the status of Returns and Exchanges at this time. Currently all sales are final and we sincerely thank you for your understanding. If there is something wrong with your order, please do not hesitate to contact us at onsitenow4u@gmail.com, and we will evaluate your situation on a case by case basis. Unfortunately, all Personalized items are not returnable.

Generally speaking, there is no Return or Exchanges accepted at this time. With that being said, there are situations where Returns / Exchanges may be neccessary or otherwise authorized by us. To possibly be eligible for a Return / Exchange, your item must be unused and in the same condition that you received it. It must be unworn and unwashed without body odor or fragrance and must include the original tags or stickers it came with affixed to the Merchandise.

Please take care when inspecting your oders after delivery to help the possibility of any claim that may arise.

If your order is approved by us for a Return / Exchange, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. It usually takes 3-5 business days to return to your card.

WHAT IF MY ITEM IS DAMAGED OR DEFECTIVE?
In the unlikely event that a product arrives damaged, or if an item is missing from your order, we will only send replacements/offer a refund for the damaged or missing product if the customer contacts us via email within 7 days of the package being marked as delivered. CUSTOMER MUST INCLUDE CLEAR PHOTOS OF THE DAMAGED PRODUCT(S) FOR CONSIDERATION.

WHAT IF MY ITEM IS MISSING?
In the unlikely event that a package arrives and a product from your order is missing, we will only send replacements for the missing product if the item is available and the customer contacts us via email within 7 days of the package being marked as delivered.

WHAT IF MY ORDER NEVER ARRIVES OR IS STOLEN?
We are not responsible for lost, stolen or damaged packages. Please contact the carrier.


ABOUT MY ORDER:

CAN I MAKE ADJUSTMENTS TO MY ORDER AFTER IT HAS BEEN PLACED?
Well,​ we can’t make any promises, but we’ll give it our best shot. Email us ASAP at onsitenow@gmail.com​ for any changes regarding size, color, style, shipping address, or order cancellation. Unfortunately, we can’t add items to your order after it’s already been placed, or for personalized items.

WHAT IF I NEED TO CANCEL MY ORDER?
If you need to cancel your order please contact us at ​onsitenow4u@gmail.com​ ASAP. We can only cancel an order if it has not yet been processed through our fulfillment system.

HOW CAN I EDIT MY SHIPPING ADDRESS?
Unfortunately, we can only edit shipping addresses for small spelling and grammatical errors but we cannot change the address completely. We can cancel your order if you entered the wrong address just contact us ​at ​onsitenow4u@gmail.com​. ​Additionally, if a customer enters the address incorrectly and the package is returned to us, we will need to charge the customer for re-shipping the item. Please double check your address before placing your order.

WHY WAS MY ORDER CANCELED WITHOUT ME ASKING?
As a matter of ensuring safe delivery of your orders, we may reach out to you via email or phone to clarify your shipping address details. We do reserve the right to cancel any order for any reason, for instance, if we are unable to receive a response from you after reaching out numerous times to confirm your shipping address, we may choose to cancel and refund the order. It is crucial to ensure that your address is complete, including the apartment or suite number, when checking out. This helps us process your order smoothly and ensures that you receive your products without any issues.

WHERE DO I ENTER MY PROMO CODE?
Enter your promo code at checkout, before you enter your credit card info!

WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, and Discover cards. You can also choose to pay with Apple Pay, PayPal, Shop Pay or After Pay!

I AM AN INTERNATIONAL CUSTOMER (OUTSIDE USA) DO I HAVE TO PAY CUSTOMS AND TAXES?
Yes, items shipped outside of the United States may be subject to import duties, taxes, and/or charges. These charges will not be covered or reimbursed by K9-Brands. As an international customer, you are responsible for any and all customs charges due upon the delivery of the product.

Please note that we are not responsible for any shipping deliveries affected by customs, natural occurrences, transfers to the local carrier in your country, or air and ground transportation strikes or delays once the package has exited the United States.

Before placing your order, we recommend checking with your country’s customs office to determine the additional costs that may apply.

Thank you for your understanding and cooperation as we strive for seamless excellence in the international shipping processes. If you have specific questions, feel free to reach out to us at onsitenow4u@gmail.com before placing your order(s).



SIZE & FIT:

HOW DO I KNOW WHICH SIZE WILL FIT ME BEST?
Our size guides serve as a general guideline for helping you find your best fit. You can view our size guide on the product page.

To allow for any possible shrinking of apparel or if you are generally unsure of the specific size fit, we advise you to order a size larger thn what you would normal be accustomed to wearing, especially for outerwear garments which would be worn over other clothing.



SHIPPING:

WHEN WILL MY ORDER ARRIVE?
PROCESSING: Because our products are individually created by hand for you as soon as your order is placed, Processing of your order could take up to 1 week (or longer in some extreme cases).

SHIPPING: Shipping of Domestic orders typically arrive 3-5 business days after your order has been Processed, depending on the carrier schedule. You will be provided a Tracking Number for your order once it has been picked up by the selected Shipping Carrier.

INTERNATIONAL: For International orders, please allow up to 7-10 business days for your package to arrive after it has been shipped. Overseas shipping delays can and typically do happen, and those delays are under the pervue of the selected Shipping Carrier. We offer standard and express shipping options to most countries via DHL.

In either case, Trust us - we're worth the wait!