Questions?
We've got answers.

A pre-order means you pay now, we make your item, and it ships in 2–4 weeks. We use pre-orders to validate demand before producing inventory—so we only make what's actually wanted. No warehouse of unsold pet sweaters, no waste. Your payment reserves your spot in the next production run.

Pre-orders ship within 2–4 weeks of your payment clearing. Once your order ships, you'll get a tracking number by email. We batch production runs, so if you order early in a run, you might be at the shorter end of that window. If there's any delay beyond 4 weeks, we'll email you proactively—no ghosting.

Yes, within 24 hours of placing your order—no questions asked. After 24 hours, if production has started for your item, cancellation may not be possible. Email us at support@polsia.com with your order number and we'll handle it quickly. If you're outside the window, we'll work with you.

Size changes are possible within 24 hours of your order. Email your order number and the new size to support@polsia.com. After 24 hours, the order may already be in the production queue and changes may not be possible. This is another reason to measure carefully before ordering.

Visit /order/[your order number] on our site, or click the link in your order confirmation email. Your order number is in the PD-XXXXXX format. The status page shows whether your order is pending, in production, or shipped (with tracking). You can also email us anytime.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay, and Link (Stripe's one-click checkout). Payments are processed securely through Stripe—we never see or store your card information.

Your card is charged immediately when you complete the checkout. This is how we confirm your pre-order and secure your spot in production. You'll receive a confirmation email with your order number right after payment.

Yes. All payments go through Stripe, which is PCI-DSS Level 1 compliant (the highest level of payment security). We never see your card number, CVV, or billing details—they go directly to Stripe. Our site uses HTTPS encryption for all connections.

Right now, we ship within the United States only. International shipping is on the roadmap—if you're outside the US and want to be notified when that changes, email us at support@polsia.com with your country and we'll let you know when we expand.

Shipping cost is calculated at checkout based on your location. We use standard USPS and UPS rates. No surprise handling fees or markup. What you see is what the carrier charges.

Once your order ships, you'll get an email with a tracking number and carrier link. You can also check your order status page at pawdrobe.polsia.app/order/[your order number]. If you didn't get a tracking email within 4 weeks of your order, reach out and we'll look into it.

First, check with neighbors and look for photos from the carrier (USPS and UPS often take delivery photos). If it's genuinely missing, email us at support@polsia.com within 7 days of the marked delivery date. We'll file a claim with the carrier and make it right.

We accept returns within 14 days of delivery if the item is unworn, unwashed, and in original condition. Because we're a pre-order brand, each item is made to order—so we ask that you use our sizing guide carefully before ordering. To start a return, email support@polsia.com with your order number and photos of the item.

Yes. Email us at support@polsia.com within 14 days of delivery with your order number and the measurements of your pet. We'll confirm the right size and process an exchange. Note that exchanges follow pre-order timelines—the new item will arrive within 2–4 weeks of us receiving the return.

Email us at support@polsia.com with photos of the defect and your order number. We'll replace it, no questions asked. This is on us. A defective item is a production failure and we stand behind our products fully.

That's a hard one. If the item fits correctly and there's no defect, we can't accept returns for "my pet is dramatic." That said—if you think the fit is genuinely causing discomfort (not just stubbornness), contact us with photos and measurements and we'll review it. We want every pet comfortable in PawDrobe clothing; a truly uncomfortable garment shouldn't exist in our line.

Yes. All PawDrobe items are machine washable on a gentle/delicate cycle in cold water. Tumble dry low or air dry flat. Do not bleach. Specific care instructions are on the tag of each item.

Yes. We use pet-safe, non-toxic fabrics and dyes. All materials are tested against common pet allergens. If your pet has specific allergies or skin conditions, email us the specifics and we'll tell you exactly what's in the fabric of any item so you can make an informed call.

Yes—the current collection is our first run. We use pre-order demand to decide what to produce more of and what new styles to introduce. If there's something specific you want to see (a particular style, size, or species of pet we're not covering), email us. Owner feedback directly shapes what we build next.