Frequently Asked Questions (FAQ)
We’ve put together some of the most common questions our customers ask about our products, orders, and services. If you can’t find what you’re looking for here, feel free to reach out to our team we’re always happy to help! 🐾
1. How long will my order take to ship?
All standard orders are dispatched within 24–48 hours (business days).
If your order includes custom or personalised items, please allow up to 5 business days for production before shipping. You’ll receive a confirmation email with tracking details once your order is on its way.
2. Do you offer international shipping?
Yes! We ship worldwide. Please note that international customers may be responsible for any customs or import duties once the parcel arrives in their country. These fees are outside our control and must be paid by the recipient.
3. Can I return or exchange my order?
Yes ! We accept returns and exchanges within 30 days of delivery for items that are unused, unwashed, and in their original condition.
Please note that personalised or custom-made products (such as engraved name tags or items with your pet’s face) cannot be returned or exchanged.
To start a return or exchange, simply email us at thegoldenbrothersco@gmail.com with your order number and reason for return.
4. What if my item arrives damaged or faulty?
We’re truly sorry if your order arrives less than perfect. Please email thegoldenbrothersco@gmail.com within 7 days of receiving your parcel, including your order number, a description of the issue, and a photo of the fault.
We’ll take care of it right away either by sending a replacement or offering a full refund, including shipping if applicable.
5. How do I find the right size for my dog?
Each product page includes a detailed size guide to help you measure your pup correctly.
If you’re unsure between two sizes, we usually recommend going one size up for maximum comfort.
Still not sure? Reach out to our team with your dog’s breed and measurements, and we’ll be happy to guide you.
6. What materials do you use in your products?
Our products are made from premium-quality, durable materials designed for everyday adventures while keeping your dog stylish and comfortable.
We use materials such as Biothane, PPM rope, brass or stainless-steel hardware, and waterproof fabrics depending on the item type. Each product is carefully handcrafted to ensure long-lasting performance and comfort.
7. How do I care for my Golden Brothers & Co products?
Most of our accessories are wipeable and water-resistant, making them easy to clean.
For collars, harnesses, and leashes:
• Wipe with a damp cloth and mild soap
• Avoid harsh chemicals or bleach
• Let them air dry naturally
• Store in a cool, dry place away from direct sunlight
Proper care will help keep your pet’s gear looking beautiful and lasting longer.
Still Have Questions?
We’re always here to help! Please email our support team at:
📧thegoldenbrothersco@gmail.com
🐾 The Golden Brothers & Co – Handmade Dog Supplies