FAQ

Frequently Asked Questions

Here are the questions dog parents ask most often before ordering PAWSWIN collars, harnesses, leashes, tags, and matching walking sets.

Personalization

Can I personalize my dog’s collar?

Yes. Many PAWSWIN collars can be personalized with your dog’s name, your phone number, a custom name patch, an engraved buckle, or a matching ID tag — depending on the product style.

What should I put on a personalized collar?

Most customers choose their dog’s name and one phone number. If you prefer a cleaner look, a phone number alone is a practical and popular choice. Please double-check spelling, numbers, and punctuation before placing your order — personalized items are made exactly as entered.

Can personalized items be returned?

Because personalized items are made specifically for your pet, they are final sale and cannot be returned or exchanged. If there’s a production error or manufacturing defect, please contact us within 7 days of delivery with photos and your order number — we’ll make it right.

Sizing & Fit

How do I measure my dog for a collar?

Use a soft measuring tape around the middle of your dog’s neck, where the collar naturally sits. You should be able to slip two fingers comfortably between the tape and your dog’s neck. Compare your measurement with the size chart on the product page, or visit our Fit Guide for step-by-step instructions.

What if my dog is between sizes?

If your dog is still growing or has a thick coat, choose the size with more adjustment room. If your dog is fully grown with a slimmer neck, go with the size that places their measurement closer to the middle of the range. When in doubt, size up.

How do I measure for a harness?

Measure both your dog’s neck and chest. The chest measurement should wrap around the widest part of the rib cage, just behind the front legs. A well-fitted harness feels secure without rubbing under the legs or restricting natural movement.

Products & Materials

What materials do you use?

PAWSWIN gear is designed for everyday walks using durable, lightweight materials including nylon webbing, sturdy hardware, and reinforced stitching. Materials may vary by style — check the individual product page for details.

Are martingale collars safe?

Martingale collars are a great option for supervised walks, especially for dogs who tend to slip out of standard collars. They should be properly fitted and removed when your dog is unsupervised or at rest.

Can I build a matching set?

Absolutely. Many PAWSWIN designs can be coordinated with matching leashes, harnesses, bowties, and accessories. Matching sets are a popular choice for daily walks, travel, gifts, and photos.

Shipping & Orders

Where do orders ship from?

All orders are prepared and shipped from Toronto, Ontario, Canada.

How long does processing take?

Most orders are prepared within 3–5 business days before shipping. Processing time is separate from carrier transit time.

Will I receive tracking information?

Yes. Once your order ships, you’ll receive a confirmation email with tracking details — when tracking is available for your selected shipping method.

Do you ship to the United States?

Yes, we ship to the US. Available shipping rates and services are shown at checkout.

Care & Returns

How do I clean my dog’s collar, leash, or harness?

Hand wash with mild soap and cool water, then air dry completely before use. Avoid harsh cleaners, bleach, high heat, and machine drying — these can affect the materials, hardware, and any personalized details.

What is your return policy?

Unused, non-personalized items may be returned or exchanged within 30 days of delivery. Personalized and custom-made items are final sale unless there is a defect or production error. See our Returns & Exchanges page for full details.

Still have questions?

Email us at hello@pawswin.com with your order number and we’ll get back to you as soon as possible. You can also explore our Shipping Information, Returns & Exchanges, and Dog Gear Guides for more helpful information.