Frequently Asked Questions

Who are we?

Indi-Dog is a small family business based in Llanymynech on the Welsh border (as of April 2018, previously based in Ipswich, Suffolk). Founded in 2011 by Sid (Sinead) to fill a gap in the market for fun yet functional dogwear at reasonable prices. In 2017 we became a 2 person team with the addition of Rick (Sid's better half), and we work full time from our basement workshop around our Son, Blake, and 3 Siberian huskies.


Why such a long turnaround time for Custom Fit items?

Custom fit gear is where Indi-Dog started and is what we are most well known for, as a result our custom order to-do list​ can get quite long!
The custom equipment is Sid's domain, we do not have a team of manufacturers, so when you order something custom your order is added to her list. As you can imagine, creating a made to measure, high quality item takes time; and although Sid works through the list as quickly as possible, quality must come first!
We are assured by many happy customers that Indi-Dog equipment is well worth the wait!


You can get the Faster Shipping stuff out quickly, isnt that holding up custom orders?

No! The faster shipping section is where Rick hides, and is completely separate from the custom order list. The faster shipping section was opened to provide options for those who can't wait for custom gear, and to take some pressure off Sid.


I don't like any of your patterns, can you do me something different?

Of course! Custom makes are our speciality and we love working with customers to create something they will love. Just contact us with ideas of colours/patterns you would like and we'll see what we can do.
We won't work with licenced prints as it is against copyright law, so we can not use any character or logo prints.


How do I know what size to buy?

Each product has a measurement guide included in the listing pictures, all the guides can also be found here:
How To Measure
For walking belts please measure around your hips or your waist (most people prefer to wear lower down). Do not use a jeans size as these are inaccurate and vary wildly between brands. Belts are adjustable to allow for winter clothing.
For Vari-Fit harnesses the size range is written in the product description. Please measure your dog against the measurement guide and compare to the measurements given on the product.


Can you measure my dog?

We do offer a free measuring service within a 10 mile radius of Llanymynech. Outside of this area we charge fuel + £10ph to cover travelling time, this is charged upfront.
Measuring meets are done by Sid, who is used to grouchy and wriggley doggos!


I don't have a PayPal account, can I pay by card or bank transfer?

​You don't need an account with PayPal in order to check out. When you reach PayPal's log in screen there will be a link below the log in box which will allow you to pay via a credit or debit card without using a PayPal account. We use PayPal as they have wonderful buyer protection and are a well known and secure way to pay.

If you would prefer to pay via bank transfer or a cheque we are happy to accomodate, but please be aware you do not have the same protection as you do paying via PayPal. If you are happy with this then please contact us to place your order and we will supply our transfer details


I placed an order but I've not heard anything since?

You should receive an auto-generated order confirmation email when you place your order, this sometimes gets sent to spam so please have a look around for it!
As a general rule we do not send out regular updates, Sid does all the customer related side of things as well as all the custom makes, sending emails to everyone on the order list would take a lot of time away from manufacturing our awesome gear!
We will send emails when your order is ready to ship, and when it's posted, so you know it's on the way.
We are always happy to give an update when requested though, just drop us an email, text or a message on Facey and we will get back to you ASAP with an update on your order.


I've sent an email but not had a response?

Please check you've emailed us at salesuk@indi-dog.co.uk
If you have emailed this address and not had a response it's likely not been received, or Sid may have just missed it! Please feel free to message us on Facebook, or send a text/whatsapp to Sid on 07715519225 (we work underground, so calls don't always connect due to poor signal!)


I need to cancel my order, how do I do this?

If you need to cancel your order please contact us ASAP, due to the custom made nature of most of our products we can not cancel an order which has been started.


Can I collect my order?

If you are local or passing through and wish to collect your order you are more than welcome to. Using the code COLLECT in the coupon box during checkout will remove all postage costs from your basket total.
Please note that turnaround times do still apply and you will be notified when your order is ready to collect.
Please do NOT bring your dog(s) with you to collect, one of our own is dog reactive and our home is his safe space so we do not allow unknown dogs onto the property, this is for the comfort of our dog and the safety of yours.

 


My custom order doesn't fit, what can I do?

Don't panic! We realise that dog's can be difficult to measure, especially if they are young or nervous, and so we offer a 14 day fit guarantee! If your item doesn't fit we will be happy to take it back for alteration, if it is beyond alteration we will remake it. Please contact us with details of where the item is ill fitting, with pictures if possible. When you return the item please include the invoice that was on your package so we can identify it easily.


My Vari-Fit harness seems too small?

First of all ensure that you have adjusted the harness fully, we ship the Vari-Fit harnesses set to the smallest sizing, and they go surprisingly large!
To fully extend the harness first feed the excess strap through the slide adjuster. Once the strap is at the end of its adjustment you can then move the slider away from the fleece to extend the strap further.
Please see this video for a visual guide on how to adjust the Vari-Fit harness
Adjusting a Vari-Fit Harness

If it still doesn't fit then let us know and we can arrange an exchange.



Can I return my order for a refund?

That depends on the product you wish to return. We do not accept returns for refunds on custom fit equipment (including all headcollars and custom size/colour vari-fit harnesses), as these items are made specifically to your measurements.
We will accept returns of sized products.
If you are unhappy with the items you have ordered please get in touch, we would love the opportunity to make it right!


My dog chewed his harness, do you do repairs?

We do! Get in touch with pictures of the damage and we will be able to tell you if it is repairable. We do charge for repairs and return postage, but we will let you know the cost before you send anything back.



I would like to stock your products, do you offer wholesale?

We offer wholesale pricing on the faster shipping range. We can not offer wholesale of custom fit items for obvious reasons but the Vari-Fit lines tend to sell very well for our current stockists.
If you are interested in stocking Indi-Dog products please contact us for our wholesale catalogue.

 

 

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