FAQ
🐾 Frequently Asked Questions
Welcome to Kittyoo! Find answers to common questions about our pet clothing and customization services below.
📏 Sizing & Fit
1. How do I choose the right size for my pet?
We recommend measuring your pet's neck, chest, and back length before ordering. Please refer to our detailed size guide for step-by-step instructions.
2. What if my pet is between two sizes?
If your pet's measurements fall between two sizes, we recommend choosing the larger size for a better fit and added comfort, especially for winter wear.
3. What breeds do your sizes fit?
Our sizes (XS-XXL) are designed for popular small breeds including Teddy, Schnauzer, Bichon Frise, Maltese, and Poodle, with recommended weights ranging from 1.5 kg to 11 kg.
4. Can I see the size chart?
Yes! Here's our complete size chart:
| Size | Neck | Chest | Back Length | Weight |
|---|---|---|---|---|
| XS | 22 cm | 33 cm | 22 cm | ~1.5 kg |
| S | 24 cm | 37 cm | 25 cm | ~2.5 kg |
| M | 30 cm | 44 cm | 29 cm | 2.5-4 kg |
| L | 33 cm | 48 cm | 33 cm | 4-7 kg |
| XL | 36 cm | 53 cm | 36 cm | 7-8.5 kg |
| XXL | 40 cm | 58 cm | 39 cm | 8.5-11 kg |
👉 View detailed measuring guide →
🎨 Customization Services
5. How do I order a custom personalized item?
After placing your order for a custom product, please email us with:
- Your order number
- A clear photo of your pet
- Your pet's name (exactly as you'd like it to appear)
📧 View complete customization instructions →
6. How long does it take to create a custom item?
Custom items typically take 3-5 business days to produce after we receive your pet's photo and details, plus 5-7 business days for shipping. Total time is approximately 8-12 business days.
7. Can I return or exchange a personalized item?
Important: Personalized items are made-to-order and cannot be returned or exchanged unless there is a manufacturing defect or error on our part. Please double-check your pet's name spelling and size selection before ordering.
8. What customization options are available?
We offer various font styles, thread colors, and placement options for personalized names. Our team will work with you to create the perfect design for your pet!
🧵 Product Care & Materials
9. What materials are your pet clothes made from?
Our pet clothing is made from high-quality, pet-safe materials that are soft, comfortable, and durable. Specific materials vary by product - please check individual product pages for details.
10. How do I wash pet clothing?
We recommend:
- Hand wash or machine wash on gentle cycle
- Use cold water and mild detergent
- Air dry flat - do not tumble dry
- Do not bleach or iron
📦 Shipping & Delivery
11. What shipping options do you offer?
We offer standard and express shipping. Standard shipping typically takes 5-7 business days, while express shipping takes 1-2 business days.
12. How can I track my order?
Once your order ships, you'll receive an email with a tracking number. You can use this number to check your order status on our website or the carrier's website.
13. Do you offer international shipping?
We currently focus on serving our local market. For international shipping inquiries, please contact our customer service team.
🔄 Returns & Exchanges
14. What is your return policy?
We offer a 30-day return policy for non-personalized items in their original condition with tags attached. Please contact our customer service team to initiate a return.
15. Can I exchange for a different size?
Yes! If the size doesn't fit your pet, you can exchange for a different size within 30 days. The item must be unworn and in original condition.
16. Who pays for return shipping?
For defective items or our errors, we cover return shipping. For size exchanges or change of mind, the customer is responsible for return shipping costs.
💳 Payment & Security
17. What payment methods do you accept?
We accept credit cards, debit cards, PayPal, and other major payment methods. All transactions are securely encrypted for your protection.
18. Is my payment information secure?
Yes! We use industry-standard SSL encryption to protect your payment information. We never store your complete credit card details.
📞 Customer Service
19. How do I contact customer service?
You can reach our friendly customer service team via:
- 📧 Email: support@kittyoo.com
- 💬 Live Chat: Available on our website
Business Hours: Monday to Friday, 9 AM to 6 PM
20. Can I modify or cancel my order?
If your order hasn't shipped yet, you can contact us to modify or cancel it. Once shipped, orders cannot be modified, but you can return items after receiving them (except personalized items).
Still Have Questions?
We're here to help! Don't hesitate to reach out to our customer service team.