FAQs


GENERAL


Where are you located?
Our head office is located in Montreal. We also have offices out of Toronto and New York.

This sweater doesn’t fit my dog properly. Can I make a return or an exchange? 

Absolutely! Please see our Shipping & Returns page. Still have questions? Feel free to email us info@hoteldoggy.com.

Is it machine washable?
Yes, all of our clothes are 100% machine washable.



SHIPPING


How quickly will I get my order?
Shipments normally take 3-5 business days. For the time being, due to COVID, please allow an extra week for delays.

Where does Hotel Doggy ship to?
Hotel Doggy currently ships all over North America.

What is your shipping policy?
Shipping on orders over $30 is free. A flat rate shipping fee of $5.99 is applied to orders below $30.

Will I get a confirmation email once I place my order?
Yes. Once your order is placed, an automatic email from Hotel Doggy will be sent to confirm your order. If there is a delay, we recommend refreshing your cache and checking your spam/junk folder. If you received an order number as part of your checkout, then your order has gone through. Please make sure to save your order number for your records and contact us if you have any concerns.

Can I cancel or modify my order once it has been placed?
Once an order is processed we are unable to cancel it as we strive to get it to you as quickly as possible. However we do provide quick and easy returns or exchanges! If you change your mind, we are here to help you! Email us at info@hoteldoggy.com. Our office hours are Monday-Friday from 9:00am-5:00pm EST.

How can I track my order?
Your tracking number will be included in the confirmation email sent once your order is placed. If you are having trouble finding your tracking information, contact us and we will happily provide any information you are looking for.


RETURNS & EXCHANGES


Can I make a return or exchange on the product I ordered?
Of course! Exchanges are free. Please contact us (support@hoteldoggy.com) if you need help finding a better size or style. We also accept returns, which are processed with a $5 handling fee. Please note that to be eligible for a refund or exchange, the product must be in good condition with the proper tags and packaging included. The products must be clean and free of dog hair.

How do I make the return or exchange?
It’s really easy! Just contact us via email (info@hoteldoggy.com or support@hoteldoggy.com) with your order number with the item (s) you wish to return or exchange and we’ll help you from there.

Are returns and exchanges free? 

We offer prepaid shipping labels to make exchanges easy and hassle free! We do offer clothing returns with a $5 handling fee, however do not cover the cost of furniture returns. Please reach out to us if you would like to initiate a return. 

PAYMENT OPTIONS


What are my payment options?
We accept Visa, Mastercard and American Express credit cards.

When will I be charged for my purchase?
You will be charged within 24 hours of making your purchase.

Are the payments made on your website secure?
Absolutely! Your security and privacy is our top priority. All payments processed on Hoteldoggy.com are safely handled by shopify.com. Shopify is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.


CONTACT


How can I contact Hotel Doggy?

We are here to help you and your pup! You can reach out to us via email at info@hoteldoggy.com or support@hoteldoggy.com. We strive to return all inquiries within 24-48 hours.

Where can my dog try on Hotel Doggy?
Check out our store locator to find a stockist near you. We recommend calling ahead to ensure the location has the style that you’re looking for.


PARTNERSHIPS & INFLUENCERS


Do you do partnerships/work with influencers?
We do! We love to build organic relationships with our community and the adorable pups who sport Hotel Doggy. Contact us via social media or send us an email at info@hoteldoggy.com if you’re interested.

Do you need models for your next shoot? My dog is a canine rock star!
Amazing! We’re always looking for top dog models in the Toronto and Montreal areas. Feel free to reach out on Instagram @hoteldoggy or send us an email at info@hoteldoggy.com.


PRODUCTS


How do I choose the best bed size for my dog?
Just like humans, dogs have different sleeping positions and preferences as well! We recommend finding the bed shape that best supports your pup’s sleeping habits.


SIZE & FIT


How do I find the right fit and size for my dog?
Every doggy has a different body type. Every tag comes with a size guide, so you know what size works for your pup!

Do you offer sizes for smaller dogs like toy breeds?
Yes, we offer size xs and small for the toy breeds.

Do you offer larger sizes for bigger dogs?
Yes! We offer up to size XXL or 3XL depending on the style.

What do I do if my dog is in between sizes?
If your dog is in between sizes, we recommend sizing up.