FAQ's

CAN I UPDATE MY ORDER?

Kindly note that as our team works hard to prepare your order, we may not be able to make any changes. If you notice an issue please email us right away, include your order number and the issue and we will do our best to fix it.

CAN I CANCEL MY ORDER?

Due to the personalized nature of our business, orders are not able to be cancelled. If you notice an issue please email us right away, include your order number and we will do our best to fix it. 

WHAT IS MY ORDER STATUS?

Once you place an order, you will receive a confirmation email within 15 minutes. You will receive another email letting you know your order has shipped.

HOW SOON WILL I GET MY ORDER?

We are a small, handmade business and our turnaround time reflects that. Your order can take between 3-5 days to be fulfilled, although we strive to get your order out as quick as possible. Please note that weekends are not considered business days. 

HOW MUCH IS SHIPPING?

Our standard shipping is $2. To keep our costs so low, orders are shipped via untracked lettermail using Canada Post. If you wish to track your package you can choose upgraded shipping at checkout. We also offer Express shipping in case you need your order right away. 

WHERE DO YOU SHIP?

Currently we only ship within Canada and the United States. Stay tuned, we hope to expand this very soon!

HOW DO I CARE FOR MY NEW STUFF?

We recommend handwashing our scrunchies and letting them air dry. Bandanas we suggest handwashing, or wash on delicate in a mesh laundry bag. Hang to dry. We do not recommend putting our bandanas in the dryer, as the heat can potentially melt the plastic snaps.

RETURNS

Unfortunately we are unable to accept returns, but if you have any problems with your order please contact us. 

EXCHANGES

We are happy to offer exchanges on our pet bandanas, it is important to us that they fit 100% perfect. If you find your bandana is not the right size, please email us within 14 days of receiving your order. 

To be eligible for an exchange, items must be damage free. Email us at elloandava@outlook.com and include the following:

  • Subject Line: Exchange
  • Order number
  • The size you ordered
  • The size you need

We strongly recommend you get proof of postage to avoid any "lost package" situations. Once we receive the product we will send a confirmation email and ship the correct size.

You can find our size chart hereIf you are still unsure, please email us at elloandava@outlook.com. We want your pet to have the perfect fit!