$5 FLAT RATE SHIPPING ON ALL U.S. ORDERS $100 OR MORE

FAQs

1) Where are On Cloud Canine products made?

Our products are proudly made in Los Angeles, California U.S.A. 

2) Do you have a guarantee policy?

Yes. Happy customers make us smile! We stand by the quality and integrity of our U.S.A. made products. If something is wrong, we want to know about it. Please contact us at hello@oncloudcanine.com and we will work with you to make it right. We aren't happy unless you are.

3) What is your return policy?

We hope you love our products as much as we do, but if you are not 100% satisfied, we accept returns within 10 business days of receipt. Please contact us at hello@oncloudcanine.com to give us a head's up. Returned items must be in original condition. A credit (minus the initial shipping cost) in the form of your original payment will be provided. 

4) What is the size and weight limit of the carrier totes?

The carrier measures 14.5" L x 9.5" W x 10.5" H - holds dogs up to 15 pounds. Please note that, like people, dogs come in all weights and sizes so we recommend measuring your dog's height (in a sitting position from bottom of chin to floor) and length (from base of neck to start of tail). We are currently offering this carrier in one size but will offer different sizes in the near future.

5) How do I care for my products?

Carrier Tote: The interior lining, top layer of strap, leash attachment, and exterior base are made of water repellent cordura nylon. We recommend using a clean cloth or paper towel to brush away any water or liquids. While not detachable, the lining pulls out of the carrier to make cleaning a breeze. The duck canvas and cotton trim should be spot cleaned. The pillow insert should be hand washed and air dried. 

Bow Tie: Machine wash gentle (garment bag advised) and air dry. 

6) How soon after I place my order will my package go out in the mail?

Our processing time is 2 business days, although we try our best to drop off packages within 1 business day. 

7) Do you ship outside of the U.S.?

We offer $5 flat-rate shipping on all U.S. order $100+. Additionally, we have shipped to Canada. If you live outside of the U.S., please contact us at hello@oncloudcanine.com and we will happily work with you.

8) What if I still have a question?

There really are no stupid questions. Please contact us at hello@oncloudcanine.com and we will gladly answer them for you.