1. Helloshibe is NOT responsible for lost, stolen, or damaged packages. If you chose the Priority shipping option, please contact USPS to inquire about your insurance coverage.
  2. Helloshibe is NOT responsible for damages due to scratching, chewing, pulling, etc. Once purchased, it is up to the owner to check the condition of their pet's gear before each use. Be sure to check your gear often for signs of wear and tear. We DO NOT accept returns or exchanges for items that have come apart due your usage. Please read item descriptions carefully to see which fabrics are more durable and which fabrics are more delicate.
  3. These are custom made-to-order items. Due to variation in the fabric's pattern and the brightness of your screen, your item may look a little different from what is shown above. We try our best to portray the item as it appears in person. If you are unsure, please ask before purchasing since we DO NOT accept returns for reasons related to color or how the fabric is cut.
  4. Please allow 3-8+ weeks to cut, make, and package your order. During holidays, sales, and new collection launch week, production times will increase. You will receive an email once your order is completed and shipped out, but we do not email step by step updates of your order. Processing time is subject to change depending on order size.  If you are not willing to wait, please DO NOT order. Due to COVID-19, shipping times may be longer. 
  5. Because Helloshibe products are made to order, we do not accept returns unless you receive a faulty product. Please note if you order the wrong item, any adjustments needed, etc, that the return shipping cost of the item(s) will be at the buyer’s expense as well as the shipping cost for helloshibe to ship it back to the buyer. An additional cost will be charged if you need substantial changes, i.e. changing hardware.

  6. If the product(s) you purchased do not fit properly, exchanges may be accepted. Please notify us within 5 days of receiving the item. The product(s) must be in unused and in a sell-able condition. We will exchange it for a similar item if the product is still available.

  7. Measuring your dog and choosing the correct size is your responsibility. If you incorrectly measure your dog, we will not accept exchanges or refunds. Please note if you order the wrong item, any adjustments needed will require the buyer to pay for all return shipping costs (to Helloshibe and back to the buyer).

  8. Custom orders and sale items are FINAL. No refunds or exchanges.

  9. Helloshibe reserves the right to refuse sales to any individual or company for any reason.