FAQs

Have a question? Our FAQs may be able to help! If your question is not listed, please contact us and we will get back to you as soon as possible!

1. How do I determine the right size for my dog (apparel & collars)?
2. How do I determine which bed size is right for my dog?
3. How do I determine which crate size is right for my dog?
4. How can I be sure that the crate cover I am purchasing will fit my dog crate?
5. How do I know which carrier will fit my dog?
6. Can Felix Chien ship to Alaska, Hawaii, or Canada?
7. How long does it take for my order to ship?
8. Can I request rush shipping for my order?
9. How will I know when my order is on its way?
10. What does it mean when I am told my order is awaiting fulfillment, partially shipped, shipped, or refunded?
11. What is your return/exchange policy?
12. Can I place a custom order?


1. How do I determine the right size for my dog (apparel & collars)?

To find the best fit, we encourage you to carefully measure your dog before selecting a size. We suggest using either a flexible tape measure or piece of string to measure. Once you have measured with the string, use a traditional ruler to find its length. Depending on the Felix Chien item that you are interested in, you may need to measure your dog’s neck girth, chest girth, or length, as is illustrated in the chart below:

 

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Once you have your dog’s measurements, find the appropriate size in the item’s sizing table. Sizing tables are located on each product page, below product's description.

For certain items, such as carriers and beds, it is best to estimate your dog’s weight in order to find the right size. We suggest referring to your most recent veterinarian records for a good estimate.

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2. How do I determine which bed size is right for my dog?

To find the perfect bed for your dog, measure your dog while he or she is in his or her normal sleeping position. You should measure from the nose to the base of the tail. Once you have your dog's length, add about 10" to determine the bed's length or diameter. When choosing the bed shape, consider your dog's sleeping position; does he or she curl up or sprawl out? Round dog beds are great for dogs who like to curl up whereas rectangular beds are better suited for dogs who like to stretch. Does your dog prefer to rest his or her head on a pillow or arm rest? A bolster or furniture style bed may be a good choice for a dog who likes additional support. When in doubt, choosing a size up is recommended.

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3. How do I determine which crate size is right for my dog?

To properly measure your dog for a crate, have them stand tall on all fours, then take measurement from the base of their tail to the tip of their nose. Be sure to measure from the base of the tail and not the tip, or you will end up with a crate much too large. Next, add 5 to 6 inches to that measurement and you will have the correct length of the crate for your dog. The extra inches allows for your dog to turn around and stretch out comfortably without the crate being too large. 

For the next measurement, have your dog sit and measure them from the floor to the uppermost point of their head. The reason for this is because most dogs measure taller when seated in comparison to standing so you want to make sure they have enough room to not hit their head on the top. Next, add 5 to 6 inches to the seated measurement and you will have the correct height measurement for the crate.

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4. How can I be sure that the crate cover I am purchasing will fit my dog crate?

Measuring your crate for a crate cover is as simple as measuring the length of the crate (front to back) and the width of the crate (side to side). There are no standard sizes for dog crates, as the width and height varies from every manufacturer. However, our wide selection of crate covers accommodate the small variances in sizes. Please note: Do not size up for crate covers if you are unsure; going up a size usually results in the cover being too big. It is better to stick with the smaller size since each crate cover is made to fit slightly varying crates.

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5. How do I know which carrier will fit my dog?

When picking the perfect carrier, measuring your dog and following manufacturer sizing are the best way to ensure a comfortable fit. The measurements you will need are his/her length (from the base of the neck to the base of the tail) and his/her shoulder height (from the ground to the top of the shoulders). Please make sure your dog is standing while measuring.

Now that you have measured your pup, you can determine which carrier will be the most comfortable fit. When looking at the carrier’s length, make sure it is 2-3” longer than your dog’s length. This will ensure your dog is able to turn around and move in the carrier. When considering the height, it can differ by carrier style. When looking at purse style carriers, the carrier should be 1-2” taller than your dog’s shoulder height. For soft-sided carriers, the carrier should be 2-3” taller. Hard-sided carriers require an additional 3-5” to your dog’s shoulder height.

You may be asking: what about the carrier’s weight capacity? Although the weight capacity can be seen as more of a guideline than a true fit indicator, it should never be exceeded. Even if the length and height meet your needs, your dog should also fall below the stated weight capacity for safety reasons. We recommend referring to your most recent veterinarian records for a good weight estimate.

If you find your measurements are between size options, go for the larger size. However, avoid going too big as it can make the experience of using a carrier uncomfortable for both you and your dog. You will know you’ve achieved the perfect fit when your dog can stand, turn around, and lie down comfortably.

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6. Can Felix Chien ship to Alaska, Hawaii, or Canada?

Felix Chien ships anywhere in the continental United States, and most of our products ship to Alaska, Hawaii, and Canada. Please check each product's page for any restrictions. Shipping restrictions will be noted in bold on the product's page.

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7. How long does it take for my order to ship?

All orders ship within 3-5 business days. In rare circumstances, an item is back-ordered and may take longer, in which case we notify customers immediately. We at Felix Chien pride ourselves on prompt delivery, and we make every effort to fill orders promptly.

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8. Can I request rush shipping for my order?

If you require expedited shipping, please contact us with your order details and your desired delivery date. We will do our best to accommodate your request.

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9. How will I know when my order is on its way?

Once your order is filled, you will receive tracking information for your shipment. So that we may offer a wider range of products, many items are shipped directly from the designer/manufacturer. Shipping carriers include but are not limited to USPS, FedEx, and UPS.

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10. What does it mean when I am told my order is awaiting fulfillment, partially shipped, shipped, or refunded?

When you place an order with us, you will receive email updates with the status of your order. 

  • Awaiting Fulfillment: This means we've received your order and are in the process of fulfilling it. 
  • Partially Shipped: For orders with multiple products, sometimes one product ships before another. This is just alerting you that part of your order has been shipped but other items are still awaiting fulfillment.
  • Shipped: All items in your order have been shipped and are on their way!
  • Refunded: This means we have refunded you for your order. Please allow 24-48 hours for funds to show up in your account.

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11. What is your return/exchange policy?

Felix Chien aims to ensure complete satisfaction with all of our products, and most unused, unwashed items may be returned within 30 days of purchase. In the event you wish to return or exchange an item, please see our Return Policy.

NOTE: Due to strict health regulations, carriers, crate covers, and beds cannot be restocked and resold. We do not accept Returns/Exchanges for these items.

Refunds are provided with considerations to the original outbound shipping costs as well as the restocking fee, if applicable. Customers are responsible for the original outbound shipping costs even if the cost was included in the product price i.e. free shipping or subsidized shipping.

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Can I place a custom order?

Custom orders are sometimes available, for alternate sizes only. Please contact us with requests.

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