What are your shipping rates?

CAD/USA Express shipping - Canada Post
$15-18 - includes up to $100 of insurance coverage and you will be notified via email with a tracking number once your order has shipped. Prioritized delivery time and best option for large/rush orders.

CAD/USA Untracked shipping - Canada Post
$5-18 - varies depending on size of product. No insurance and no tracking number is provided (to me or to you). Lost packages are not my responsibility to replace. Delivery time is on average 4-14 business days.

Free Express shipping - Canada Post
available on orders over $100 CAD, use code FREESHIP at checkout

Free pickup
available in Woodstock, ON. Details will be available once you submit your order.

What is your return / exchange policy?

Every item is made to order, that means your product was made uniquely for your pup! We do not accept returns, unless the product is damaged upon arrival or not what you ordered. We encourage you to check out our size guide, and size up if in between sizes.

All exchanges must be done within 48 hours after your package was delivered / picked up. Product cannot be worn or damaged, and you will be responsible for all shipping fees. We will only exchange a product for a sizing issue or if it arrives damaged.

What is your cancellation / refund policy?

You can cancel your order up to 24 hours after placing it for a full refund.

What are your turnaround times?

After you place an order, your product will be ready for pickup/shipping within 10 business days. This timeline is subject to change. When shipping, you can choose to ship Express or untracked via Canada Post. I am not in control of how long delivery will take once your order has shipped. Express post is prioritized over untracked, and it also provides insurance coverage in case your package goes missing.

How can I keep my products looking like new?

HAND WASH ONLY (you can use the delicate setting on your washer) or spot clean. You can also purchase a pet-friendly spray and treat your products to prevent stains and dirt from sticking. Our collars and leashes use metal hardware, and metal will scratch! We recommend only spot cleaning these collars and leashes (you can use detergent and an old toothbrush to clean any stains). Keep your products in a safe area when not in use, and iron in between uses. Avoid ironing directly over the Cocopups tag as it can shrink with the heat.

What size should I order?

Our size guide page lets you know our available sizes for each type of product. Always measure your pet’s neck with two fingers of wiggle room, or approx. 1”. Use that size as your baseline. If you measure your pet’s neck without wiggle room and you’re at the top of your size, you should size up.

NOTE: The metal hardware is heavy! If your pup cannot handle bulky/heavier items, I recommend only ordering a collar that is 3/4.”

Will purchasing a larger size look funny?

Our bandanas are reversible, which means you can roll the top down 1-2 times to shorten the length of the bandana from the front. This creates a much better fit for your pet, and you won’t need to worry about tying it up. We have unique cut outs for our bandanas that are tailored to have dimensions suitable for each pet size (they are not just square patterns folded into triangles).

Our collars are also adjustable, so you can play around with the slider until it fits your pup’s neck.

What goes into your pricing?

Premium hardware and high quality fabric. My goal is to give your pup the best quality, and that comes from sourcing some of the best materials available. Collars and leashes are made with durable polypropylene webbing, making them nearly impossible to fray or break when your pup is pulling. Shipping prices (even locally) are very high. I use Canada Post for domestic shipping, and if I see any change in pricing I will adjust on here.

Why doesn’t my product look like the photo on the website?

All of our items are handmade to order, which means each product is unique and no two products will ever look exactly the same. Products might have slight differences in the placement of patterns and designs due to the way our fabric is cut.

DISCLAIMER:
Our products are designed to be pet accessories, and should be treated as so. They are subject to wear and tear over time like most fashion products. Cocopups is not responsible for any injury and / or death to your pets as a result of misuse of products. Please size appropriately.

If your product arrives damaged, please take a photo of it with the package and email it to us along with your order number (within 1-2 days of receiving it). We are not responsible for any damages after use.