FAQ
We know life with dogs can get a little busy, so we’ve made it easy to find the answers you need. If you don’t see your question below, reach out anytime at service@thehoundandhome.com we’re happy to help.
Orders & Shipping
How long will my order take to ship?
Orders typically ship within 2–4 business days from our North Carolina studio. You’ll receive a tracking email as soon as your package is on its way.
Do you ship internationally?
Right now, we only ship within the United States, but we’re working on expanding in the future.
Which carriers do you use?
We primarily ship via USPS and UPS. Your tracking confirmation will indicate which service was used.
What if my order is delayed or lost?
Start by checking your tracking number for updates. If your order appears lost or significantly delayed, email support@thehoundandhome.com and we’ll help track it down or file a carrier claim.
My item arrived damaged—what should I do?
Please contact support@thehoundandhome.com within 5 days of delivery with photos of the item and packaging. We’ll assist with filing a claim and send a replacement.
Returns & Exchanges
Do you accept returns?
We accept returns for unused items in original packaging. For collars, we cannot accept returns due to sizing errors unless the product is unused and in its original condition.
Who pays for return shipping?
Return shipping is the customer’s responsibility, unless the item is defective or damaged during shipping.
When will I receive my refund?
Once your return is received and inspected, we’ll issue a refund to your original payment method. Shipping fees are non-refundable.
How do I start a return?
Email returns@thehoundandhome.com with your order number, reason for return, and photos (if applicable). We’ll guide you through next steps.
Products & Sizing
How do I choose the right collar size?
Measure your dog’s neck where the collar naturally sits, leaving room for two fingers between the collar and their neck. If you’re between sizes, we recommend sizing up.
Can I return a collar if it doesn’t fit?
Only if it’s unused and in original packaging. Please double-check our size guide before ordering to ensure the best fit.
Are your products made in the USA?
Yes — we proudly prioritize American-made goods whenever possible. When an item can’t be sourced domestically, we partner with Fair Trade artisans who share our values of quality, care, and conscience.
Do your products hold up to active dogs or outdoor use?
Yes! Our products are chosen for both craftsmanship and function — whether that means a waterproof leash for beach days or a durable rope lead for trail walks.
Home & Lifestyle
Are your candles safe for homes with pets?
Yes — our candle collections use clean-burning wax blends and essential oils. Always keep lit candles out of reach of pets and children. Please never leave burning candles unattended.
How should I care for my home goods and décor items?
Each product includes specific care instructions, but most natural materials (like jute or cotton) should be gently spot cleaned and kept out of direct sunlight.
General
Do you offer gift cards?
Gift cards are coming soon — sign up for our newsletter to be the first to know when they’re available.
How can I contact you?
Email us anytime at support@thehoundandhome.com or reply directly to your order confirmation — we respond within 1–2 business days.