FAQs

Orders

Do I need an account to order?

No — you can check out as a guest. Creating an account makes it easier to track orders and save your details for next time.

Can I change or cancel my order?

If you contact us quickly, we’ll do our best. Email support@loomandlatch.com with your order number as soon as possible. Once an order has shipped, we can’t cancel it.

I entered the wrong shipping address — what now?

Email us immediately at support@loomandlatch.com. If your order hasn’t shipped yet, we may be able to update it. If it’s already shipped, address changes depend on the carrier and may not be possible.

Shipping

Where do you ship from?

All orders ship from Canada.

Where do you ship to? 

We currently ship to:

  • Canada
  • United States
  • United Kingdom
  • Australia

How long does processing take?

Orders ship within 1–3 business days (excluding weekends and holidays).

How long does delivery take?

Estimated delivery times after shipping:

  • Canada: 5–7 business days
  • US / UK / AU: 10–14 business days

Do you offer tracking?

If tracking is available for your shipment, we’ll email it to you when your order ships.

Will I pay duties/taxes on international orders?

Possibly. For orders shipped outside Canada, duties, taxes, and customs fees may be charged by your country. These are not included unless shown at checkout.

Returns & refunds

What’s your return policy?

We accept eligible returns within 30 days of delivery. Items must be unused, unwashed, and in original condition.

Who pays for return shipping?

  • Change-of-mind returns: customer pays return shipping
  • Damaged/defective/wrong item: we’ll make it right and cover return shipping or provide another solution

How long do refunds take?

Once we receive and inspect your return, refunds are issued to the original payment method. Processing typically takes 5–10 business days after inspection (bank timelines can vary).

Products

Are your products “plastic-free”?

We focus on quality, durability, and clean design. Some items may use practical components (like certain buckles or trims) where it improves safety or performance. We always choose materials that hold up to everyday use.

How do I choose the right size?

If sizing applies to your item, you’ll find details on the product page. If you’re unsure, email us with your dog’s measurements and we’ll help you choose.

How do I care for my items? 

Care instructions are listed on product pages where relevant. In general, keep items clean and dry, and follow any material-specific guidance included with your order.

Support

How do I contact you?

Email support@loomandlatch.com and include your order number (if you have one). We’ll get back to you as soon as possible.