Frequently Asked Questions
Answers about orders, shipping, sizing, returns and payments. Search them, or ask us.
Orders & tracking
How can I track my order?
Every parcel ships with tracking. Enter your order number and e-mail on Track your order to see each step, from the day you order to your door. Signed in? Your orders are in My account too.
When will my order ship?
We process orders in 1–3 business days: we check the sizes, pack and send your order. Some pieces are made or prepared for you and take a few days more; Track your order shows every step.
My parcel hasn’t arrived yet
Parcels are insured for 90 days. If 12 weeks have passed since we shipped your order and it still hasn’t arrived, write to us and we will reship or refund it.
My parcel says delivered, but I don’t have it
Check your mailbox, the doorstep, your neighbors and the reception at work, and give it one more day. Then call your local post office (not the hotline) and ask who delivered it and where. If it doesn’t turn up, file a claim with the carrier; claims can take up to 30 days.
Once the carrier confirms a parcel as delivered, it is between the carrier and you, and we can’t refund or resend it.
Shipping & delivery
How much is shipping and how long does it take?
- Free shipping on every order to the United States and Canada.
- Everywhere else, standard shipping is free on orders over $75.
- We process orders in 1–3 business days, and every parcel ships with tracking.
- Delivery takes about 7–15 business days to the U.S., 7–18 to Canada and 8–19 elsewhere, counted from the order.
- Import duties and taxes are not included; where a country charges them, the customer pays them on delivery.
Delivery estimates for every country are on Shipping & Delivery.
Do I pay customs or import taxes?
Our prices don’t include import duties or taxes. Where your country charges them, they are paid by you, usually to the carrier on delivery. Your local customs office can tell you the amount; if you aren’t sure, ask us before you order.
Which countries do you ship to?
The United States, Canada and most countries around the world. The list is on Shipping & Delivery; if your country isn’t there, ask us before you order.
Sizing
How do I find the right size?
Sizes differ from product to product, so a medium jacket can be bigger than a medium hoodie: check the size chart on each product. Measure your dog’s chest, neck and back once and save your dog: every product with a size chart then shows the size that fits.
Should I add room when I measure?
No. Measure snug, with the tape flat on the coat. We add the room each style needs, so you never have to. The Dog Size Guide shows how to measure in a minute.
My dog is between two sizes
Take the larger size for a regular fit, a growing puppy or a layer underneath. A short, smooth coat and a sporty fit can take the smaller one when the chest still has a little room.
Can you help me pick a size?
Yes. Send us your dog’s chest, neck and back length and the product you like, and we tell you which size to take.
Returns & exchanges
Can I return or exchange an item?
- Return or exchange within 14 days from delivery, one per order.
- A different size or a change of mind: an exchange or store credit.
- Damaged or wrong item: a replacement or a refund to your payment method.
- Return shipping is paid by the customer; a damaged or wrong item does not need to come back.
- Refunds and store credit go out within 7 business days after we check the return.
Items must be unused and unwashed, with their tags, in the original packaging, and the return approved by us before you send it. Sale and clearance items can’t be returned. Everything else is in our Refund and Return Policy.
My item arrived damaged or wrong
Write to us at info@supremedoggarage.com within 48 hours of delivery with your order number and clear photos or a video. Once approved, we send a replacement or refund it; a damaged or wrong item doesn’t need to come back.
When do I get my refund or store credit?
Within 7 business days after we check your return. You get an e-mail when it is done; a bank can take a few more days to show a refund.
Payments & discounts
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, Apple Pay and Google Pay. Payments are encrypted and handled by our payment provider: we never see or keep your full card number.
Where do I enter a discount code?
In your cart or at checkout, in the coupon field.
Which currency are your prices in?
U.S. dollars, and your order is paid in U.S. dollars. Your bank may convert it to your currency.
Rewards & account
What are SDG Coins?
Our rewards: you earn SDG Coins on every order, from 10 coins for every $1, and spend them in your cart from 500 coins (100 coins take $1 off). Your coins and your level are in My account → Rewards.
Why save my dog in an account?
Your dogs’ sizes, their wishlists, your SDG Coins and your orders stay with you on every device you sign in on.
Wholesale
Do you sell wholesale?
Yes, to pet boutiques, groomers, vets, dog hotels and concept stores. Apply on Wholesale; once we approve your business, wholesale prices show across the shop when you are signed in.
Contact
How can I contact you?
Tap Help at the bottom of the screen, write to us on the Contact page or e-mail info@supremedoggarage.com. You can also message us on Instagram or Facebook. We answer every message.
Didn’t find your answer?
Ask us in Help: we answer every message, by e-mail too.
