Frequently Asked Questions

Shipping & Delivery

How long does shipping take?

Orders are processed within 3–5 business days (personalization adds 1–2 days). Delivery times after dispatch: US: 7–14 business days · Australia: 10–18 business days. You'll receive a tracking number by email as soon as your order ships.

Do you offer free shipping?

Yes — free shipping on all orders to the US and Australia, with no minimum order value.

Can I track my order?

Yes. Once your order ships, you'll receive a tracking link by email. You can also track via the carrier's website using your tracking number.

Do you ship internationally outside the US and Australia?

Currently we ship to the US and Australia only. We're working on expanding to more countries — sign up to our email list to be notified when your country is available.

Personalization

How do I add my dog's name to the harness?

On the harness product page, find the "Personalize — Add your dog's name" field just above the Add to cart button. Type your dog's name (up to 25 characters), and optionally add a contact number. Your dog's name is saved with your order automatically.

How is the name applied?

Your dog's name is custom-printed onto a soft, removable velcro patch on the front of the harness — bold, clear, and always visible.

Can I add a phone number instead of a name?

Yes. Use the Contact Number field in the personalizer to add a second line with your phone number — useful as a safety identifier in case your dog gets lost.

Can I change the name after placing my order?

Name changes must be requested within 2 hours of placing your order by emailing support@wagivo.com. After production begins, changes are not possible.

Sizing & Fit

How do I choose the right harness size?

Measure the widest part of your dog's chest, just behind the front legs. Compare your measurement to our size chart:

• Baby 1 — 10–14 in · 2–5 lbs
• Baby 2 — 14–18 in · 5–10 lbs
• XS — 16–20 in · 8–15 lbs
• S — 18–22 in · 10–20 lbs
• M — 22–28 in · 20–40 lbs
• L — 28–34 in · 40–70 lbs
• XL — 34–42 in · 70–100 lbs
• XXL — 42–50 in · 100+ lbs

When between sizes, always size up. The 4 adjustment points allow fine-tuning up to 3 inches.

What if the harness doesn't fit?

We offer a free size exchange within 30 days of delivery. Email support@wagivo.com with your order number and the size you need. We'll send the replacement at no cost.

Returns & Guarantee

What is your return policy?

We offer a 60-day money-back guarantee on all orders. If you're not satisfied for any reason, contact support@wagivo.com for a full refund — no questions asked. Return shipping is covered by us.

Can I return a personalized item?

Yes. Personalized items are fully covered by our 60-day guarantee. We stand behind every order regardless of customization.

Product Questions

Is the harness safe for puppies?

Yes. Our Baby 1 and Baby 2 sizes are specifically designed for puppies from 2 lbs. The padding is extra soft, and the 4 adjustment points let you dial in a snug, comfortable fit as they grow.

Is the cooling mat safe if my dog chews on it?

The mat is made from non-toxic materials. However, it's not designed to be chewed — supervise puppies during first use and redirect if they attempt to chew it.

How long does the cooling mat stay cold?

Approximately 2–3 hours of continuous use. After that, it recharges automatically after 15–20 minutes of non-use — no water or electricity required.

Does the water bottle leak in my bag?

No. The lock button seals the valve completely. We've tested it upside-down and sideways in bags — zero leakage when locked.

Contact

How do I reach customer support?

Email us at support@wagivo.com — we reply within 24 hours, 7 days a week. For urgent issues, mention URGENT in your subject line.