Question 1

I received my order and it’s the wrong size. How do I exchange it for a different size?

Accepted Answer

Hold up! Before returning your gear, be sure to check out our Fit & Adjust videos. Our Float Coat, harnesses, and packs arrive in their tightest-fitting adjustment. If you ordered based on our size chart but the straps still seem a bit snug, there still may be additional adjustments to make. If you haven't adjusted the webbing straps on your product yet, we encourage you to start by reviewing our Fit & Adjust information.

If you do determine that you need a different size or color, you'll be able to select an exchange item** as part of the return process. You'll be able to print your return shipping label and then track your return status all in the same place

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Items must be in new, resalable condition. Ruffwear will issue a credit for the amount of the returned item(s) within three to five business days of receipt. However, please allow up to two billing cycles for the credit to appear on your statement.

**Some items may be ineligible for an exchange. If your item is ineligible, please reach out to our Pack Support team for assistance.

For more information about returns please visit our Returns page

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Question 2

I received my Ruffwear gear as a gift. How can I return it?

Accepted Answer

Ruffwear will accept returns on products that have not been used and are a current full-price style and color. Please contact Ruffwear Customer Service at 888-783-3932 or send us a message, to confirm your return eligibility. We’ll need to know the style name, size, and color of the item. Once return eligibility is confirmed, you’ll be issued a Return Authorization and instructions for sending the item back to us.

Question 3

It's been a while since I sent my return back to Ruffwear and tracking shows that it was already delivered. Why haven't I received my refund?

Accepted Answer

If you initiated your return through our returns center you can view the status by entering your email or order number.

Ruffwear will issue a credit for the amount of the returned item(s) within 3-5 business days of receipt. However, please allow up to two billing cycles for the credit to appear on your statement.

Question 4

What is Returnly?

Accepted Answer

Ruffwear uses a third-party service to help manage our returns process, Returnly.

Question 5

Why am I receiving emails from Returnly instead of Ruffwear?

Accepted Answer

Occasionally, there may be issues with a return that require follow-up. You may see emails directly from Returnly instead of Ruffwear while they work to correct the issue. These instances usually involve payment and we ask that you respond directly to the communications from Returnly. Failure to respond can impact the availability of features for future returns under your account.

Question 6

How do I start a return?

Accepted Answer

Starting your return is easy! Just visit returns.ruffwear.com and enter the email address you used to place your order to see all your orders. You can also enter the order number from your order confirmation email to jump straight to a specific order.

Items that are eligible for return will allow you to select a return reason and create your return shipment. If you need a different size or color of the same style, choose "Exchange" under the individual item to see replacements. Once you confirm your return, you'll be able to print your return shipping label and then track your return status all in the same place.

Items must be in new, resalable condition. Ruffwear will issue a credit for the amount of the returned item(s) within 3-5 business days of receipt. However, please allow up to two billing cycles for the credit to appear on your statement.

For more information about returns please visit our Returns page.

Question 7

I received my order but the wrong item was in the package, now what?

Accepted Answer

Oops, we're sorry to hear the wrong item snuck out the door! We'll work to make things right as quickly as possible.

Please head to returns.ruffwear.com and enter your order number from your order confirmation email to jump right to the specific order. Not finding your order number? You can always enter your email address to see all your orders together.

Select "Wrong Item Sent" as your return reason. Select "Exchange" then select the same size/color so we can get you the correct item. Your replacement will be on its way, and you can print a shipping label to mail back the incorrect item.

Question 8

What should I do if I purchased my leash with a Crux Clip from a retailer other than ruffwear.com?

Accepted Answer

The process is the same for leashes purchased online, from retailers, or directly from Ruffwear. Please follow the warranty process: fill out the warranty form, including a photo of the Crux Clip cut off of your leash to prevent further use. Once your warranty has been processed, we’ll send you a ruffwear.com e-gift card for the purchase price of your leash.

Question 9

What if I have more than one leash with a Crux Clip?

Accepted Answer

You will need to fill out a separate claim form for each leash you have with a Crux Clip

Question 10

I haven’t had any problems with my leash that has a Crux Clip. Can I continue to use it?

Accepted Answer

We recommend you follow the warranty process: fill out the warranty form, including a photo of the Crux Clip cut off of your leash to prevent further use. Once your warranty has been processed, we’ll send you a ruffwear.com e-gift card for the purchase price of your leash.

Question 11

What if my leash has a different clip?

Accepted Answer

If your leash has a different clip like the Talon Clip™ or our locking carabiner, your leash is not impacted by this recall and there is no action to take.

Question 12

If I want to keep my current leash, can I install the new lockable piece onto my existing leash if it has a Crux Clip?

Accepted Answer

Yes! We intentionally designed the lockable component to be retrofittable to extend the life of the leashes still out there. It takes a bit of elbow grease to install the lock – To get an idea of what the installation process looks like check out this video.

If that's the path you'd like to take, please use the form below. Under Request Type, choose "Self-Install Crux Clip Lock" to have one sent to you, free of charge.

If after watching the video you'd rather have a replacement leash, choose "Leash Replacement Credit" under Request Type.

Question 13

What if my Load Up Harness looks different from the current version?

Accepted Answer

This recall impacts the Load Up Harness version launched on August 25th, 2021, which uses a single metal side release buckle. If your harness uses the previous pass-through buckles, it is not affected by this recall. We still recommend you inspect your harness regularly for wear and tear to ensure that all parts are undamaged and therefore safe to use as a car restraint.

Question 14

What should I do if I purchased my Load Up Harness from a retailer other than ruffwear.com?

Accepted Answer

The process is the same for Load Up Harnesses purchased online, from retailers, or directly from Ruffwear. Please follow the recall process: fill out the recall form, provide a picture of the harness with both neck straps cut, and we’ll send you your choice of a refund or ruffwear.com e-gift card for the purchase price of your Load Up Harness once your recall has been processed.

Question 15

What if I have more than one Load Up Harness included in this recall?

Accepted Answer

You will need to fill out a separate recall form for each Load Up Harness included in this recall.

Question 16

I haven’t had any problems with my Load Up Harness. Can I continue to use it?

Accepted Answer

We recommend you follow the recall process: fill out the recall form, provide a picture of the harness with both neck straps cut, and we’ll send you your choice of a refund or ruffwear.com e-gift card for the purchase price of your Load Up Harness once your recall has been processed.

Question 17

When will a new Load Up Harness be available?

Accepted Answer

Ruffwear has identified the cause of this issue and is actively working on a solution for the Load Up Harness. We don’t currently have an estimated timeframe for when a new design will be available.

Question 18

How long does it take to get my e-gift card or refund?

Accepted Answer

We’re processing all claims in the order they’re received. An e-gift card credit will be emailed to you the same day your claim is processed. The refund will require a follow-up phone call to securely capture your preferred credit card. Once that takes place, you should see the refund post within 3-5 business days.

Question 19

Do you offer replacement parts or buckles?

Accepted Answer

We offer replacements for most buckles and for some parts as well. While replacement parts are subject to availability, we'll be happy to send replacement parts to addresses in North America for free.

To find out if your buckle or part is replaceable, please send us a message with the style name and size of your product. Let us know what part you’re looking for and we'll see if we can help!

If you're not sure what style you have or what part you need, you can send us a photo with your message to help us identify your gear.

Question 20

My Ruffwear product has a quality issue, what are my options?

Accepted Answer

At Ruffwear, we’re dedicated to making the best dog gear on the planet. If anything is wrong with your Ruffwear product, we’ll work to make it right. We offer a Trail Tested Promise, guaranteeing against defects in materials and craftsmanship.

While we understand that the unexpected happens, our guarantee does not cover accidental damage, damage from abrasion, chewing, or normal wear and tear.

If you believe your product has a defect, please complete this form.

Question 21

Which harness should I choose?

Accepted Answer

Designed from a dog's perspective, Ruffwear harnesses offer solutions for everyday wear, hiking, running and joring, training or leash pulling, lift-and-assist, and more.

Choosing the best harness will depend on your activities. Check out the quick video overview below to learn about key features of our 4 most popular dog harnesses. You can find even more details comparing our full harness collection in our blog, Choosing The Best Dog Harness.

Still have questions? Pack Support is here to help! Just send us a message and share a bit more about your pup, their chest girth measurement, and the adventures you've got planned to help us make the best recommendation.

Question 22

Why doesn’t Ruffwear use metal on the front leash attachment point? Is the webbing strong enough to withstand my pup's pulling?

Accepted Answer

We designed the front leash attachment on our harnesses with strong, low-profile webbing to avoid snagging when a dog is on the move. We also wanted to reduce any possibility of discomfort that metal hardware might have on a dog's sternum.

The design and construction of this leash attachment point utilize the same craftsmanship as all of our attachment points and is extremely strong and secure.

Question 23

My harness is too small. How do I return it?

Accepted Answer

If you purchased a size based on your pup's chest girth measurement and our sizing guide, all is not lost! There are often additional adjustments to make before considering a return.

Our harnesses ship in their smallest configuration and must be adjusted to fit. The straps are tucked into the harness and can be pulled out to allow for maximum adjustment. We recommend adjusting the straps, observing the fit around the house, then making adjustments to fine-tune the fit before heading out for your next adventure.

To get started, check out the short video below on how to fit our popular Front Range Harness in 2 simple steps. You can also check out this step by step guide for buckle adjustments How to Adjust the Front Range Harness Instructions)

Question 24

Still need a different size?

Accepted Answer

Returns and exchanges are simple, just visit returns.ruffwear.com. Enter the email address from your account or your order number to get started.

Question 25

Does Ruffwear donate to non-profit organizations? How can I submit a donation request?

Accepted Answer

At Ruffwear, we're dedicated to using our resources to support organizations whose initiatives align with our company values. Our current donations program focuses on protecting wild places where dogs and people go to play, supporting dog adoption, increasing access to the outdoors, and supporting working dog organizations.

Currently, our partner organizations are selected by the Ruffwear Pack. If you believe your organization is a good fit for our donations program, please provide us with details that include your mission and how Ruffwear's donation would be used and an appropriate Ruffwear Pack member will follow up.

Question 26

How can I become a Ruffwear Ambassador or be sponsored by Ruffwear?

Accepted Answer

Thank you for your interest in partnering with Ruffwear. We are not currently expanding our ambassador program or offering other types of sponsorships.

We always love seeing your photos. You can make sure we see them by tagging @ruffwear and #MyDogIsMy. Thanks again, and happy trails!

Question 27

I'd like to partner with Ruffwear. Do you offer an affiliate program?

Accepted Answer

If you have an online presence and are interested in partnering with a company with shared interests: a love for outdoor adventure, appreciation of canine companionship, passion for protecting the environment, and a determination to make the outdoors more inclusive and accessible - we encourage you to apply.

For full details on our affiliate program, please visit the affiliate link here.

Question 28

I’m a huge fan of Ruffwear! Do you have stickers or promotional items you could send me?

Accepted Answer

Thanks for being part of the Ruffwear Pack! Stickers are available to add to your order on our ruffwear.com.

We also encourage you to share your experiences with us on Instagram and Facebook by tagging @ruffwear and #MyDogIsMy.

Question 29

What's the best way to reach Ruffwear Support? I've been in touch and I haven't heard back from you.

Accepted Answer

We're sorry you've been unable to reach us or are experiencing a delayed response.

We'd love another chance to answer your question! Please make sure you click "Send to a Human" in the chatbox to send your question to our Pack Support Team.

You can also reach us by phone during business hours: Monday through Friday from 8 am to 12 pm and 1:30 pm to 4:30 pm Pacific Time.

We respond to all inquiries as quickly as possible in the order that they are received.

Question 30

Looking to shop in person? Looking to shop virtually with live advice?

Accepted Answer

The Ruffwear Retail Store can help! Located at Ruffwear’s Headquarters in Bend, Oregon, you’ll find the entire line of Ruffwear gear.

Walk-ins are welcome Tuesday-Sunday, for both humans and leashed dogs. Our hours are:

Tuesday-Friday 10 am-12 pm, and 1 pm-5 pm
Saturday 9 am-12 pm, and 1 pm-5pm
Sunday 9 am-1pm

Need a little more space for you and your dog? Appointments are available in-store or virtually between 9-10 am Tuesday-Friday. You can book an appointment here.

Whether you’re looking to find the perfect adventure kit or check the fit of your new gear we can help!

Question 31

Does Ruffwear ship internationally?

Accepted Answer

Ruffwear currently ships orders within the U.S., to U.S. territories, and APO addresses only.

Although we do not ship internationally from ruffwear.com, we have a network of Ruffwear dealers all over the world! You can use our Store Locator to search for a Ruffwear dealer in your area.

For orders shipping to the United Kingdom, please visit our UK Website. For orders shipping to Europe, please visit our German-language website or our French-language website.

Question 32

Can I make changes or cancel an order I just placed?

Accepted Answer

Unfortunately, we can't change or cancel orders after they have been placed and sent to our fulfillment center. We recommend following our return process and selecting "Exchange" to request a different size or color.

Visit returns.ruffwear.com, enter the email address you used to place your order to see all your orders. You can also enter your order number from your order confirmation email to jump straight to a specific order. You'll be able to print your free return shipping label then track the status all in the same place.

For more information about returns please visit our Returns page.

Question 33

When will my order ship?

Accepted Answer

Orders that are placed on ruffwear.com Monday through Friday before 10 am Pacific Time will ship the same business day. Orders that are placed after 10 am Pacific Time will ship the next business day.

Please note, that we do not ship on weekends or holidays. Our standard shipping policies can be viewed here.

Question 34

Which jacket should I choose?

Accepted Answer

Waterproof? Insulated? Sleeves or no sleeves?

The best harness for your pup will depend on your activities. Which jacket is right for your pup’s cold-weather and winter pursuits? Our Pack breaks it down in our Jacket Comparison video below. You can find even more details comparing our full apparel collection in our blog, Choosing the Right Dog Jacket.

Still have questions? Pack Support is here to help! Just send us a message and share a bit more about your pup, their chest girth measurement, and the adventures you've got planned to help us make the best recommendation.

Question 35

Which pack should I choose? How can I get started backpacking with my dog?

Accepted Answer

Ruffwear Packs offer solutions for short day trips all the way up to multi-day excursions. Check out this overview of key features and tips for getting started with a pack in our blog, Choosing the Right Dog Pack.

We suggest starting slow both with weight and miles, then building up over time. We recommend pups carry no more than 25% of their body weight and balance their load evenly between the two saddlebags. If your pup is less than 12 to 18 months, or not fully grown we suggest holding off on adding weight. You may wish to consult your vet before adding a weighted pack to your pup's adventures.

For more tips and inspiration on backpacking with your pup, check out Barkpacking 101: How to Backpack with Your Dog.

Question 36

Will Ruffwear’s Float Coat work for my dog?

Accepted Answer

When properly sized and fitted, our Float Coat will add to your dog's natural buoyancy to assist them while swimming in the water. While we do not assign a weight rating to our Float Coat sizes, this type of flotation device is comparable to a Level III rating for human PFDs (personal flotation devices), which are also sized based on human chest measurement rather than weight.

Question 37

If my dog is in between sizes, which size Float Coat should I choose?

Accepted Answer

Ruffwear Float Coat sizing is based on the girth measurement of your dog’s ribcage (the widest part of the ribcage behind the dog's front legs). Once you have taken this measurement, please refer to our Sizing Tool, linked under the size drop-down on the Float Coat Page. If your dog's measurement falls between sizes, we recommend choosing the smaller size.

Check out our "About: The Float Coat" video for more details. Skip straight to 2:12 for tips on fitting and adjusting the Float Coat.

Question 38

When will something that shows out of stock be back?

Accepted Answer

We work like dogs to have great gear available but sometimes items are temporarily sold out. Global supply chain delays have made back-in-stock dates difficult to predict but we're happy to let you know when items become available.

Be the first to know when your size and color are ready to order by signing up for a back-in-stock notification. Start by logging in or creating an account. On the product page, select your color and size combination then click "Notify me when it's back in stock" just above the Add to Cart button.

Looking for something right now? You can check with Ruffwear dealers in your local area by using our Store Locator or by clicking "Find Locally" right from the product page.

Question 39

Have prices changed?

Accepted Answer

To contend with rising costs across our business, we raised prices on select items on March 1, 2022. While a difficult decision, it was necessary to help us maintain a sustainable business and uphold our commitment to making innovative, high-quality gear. We're proud to make products that keep you and your canine exploring.

If you made a purchase pre-price increase and have questions about exchanges, please reach out to Pack Support in the chatbox or by emailing bark@ruffwear.com.

Question 40

How can I measure my dog's paws for boots?

Accepted Answer

This video can help you learn to measure your dog's paws. You'll need a piece of paper, a writing utensil, and a measuring tape. Don't forget to measure all four paws, since front and back paws are often different sizes.

For a deeper dive into boot styles, take a look at our boot comparison video and learn about the differences between Ruffwear boots.

Question 41

I already have boots, how can I check the fit?

Accepted Answer

Check out these additional videos to learn how to fit and adjust our Grip Trex and Polar Trex boots.

Before you and the pup hit the trail with their new kicks, check out our blog post with 6 Tips for Breaking in Ruffwear Dog Boots.

Question 42

I've noticed irritation on the paws after using my dog's new Ruffwear boots. Is this normal? What can I do to alleviate this?

Accepted Answer

Just like breaking in your own shoes, breaking in dog boots can be a little tricky. Paw irritation is not uncommon and we have some tips to help you out.

We recommend starting with shorter, slower adventures and working your way up to longer, faster outings. Not only does this give your dog time to break in their boots, but it also gives you a chance to catch any hot spots and troubleshoot.

The best preventative steps may vary depending on the location and cause of the irritation. Our Bark’n Boot Sock Liners can help provide protection for paws inside boots, wicking sweat, and increasing comfort.

For dogs with dewclaws, a lot will depend on the location of their dewclaw in relation to the cuff of the boots. For some, adding liner socks can provide a thin layer of extra protection. For others, using a cohesive bandage wrap both under and over the dewclaw can help to hold the dewclaw in place, and protect it from irritation.

We recommend checking out our 6 Tips for Breaking in Ruffwear Dog Boots as you and your dog begin to use boots on your adventures. And, we’re here to help. Please reach out if we can answer any other questions you may have.

Question 43

Do you offer discounts for industry professionals?

Accepted Answer

We sure do! Our program offers discounts to:

Industry Employees
Working Dog Handlers
Service Dog Handlers
Veterinarians and Vet Clinic Staff
Dog Shelter and Dog Rescue Employees
Dog Trainers

Read more about our Pro Purchase Program here. Be sure to check our current eligibility requirements for your category, then fill out an application.

Question 44

Does Ruffwear offer discounts for service dog handlers?

Accepted Answer

Working dogs play a critical role in our society, and we have a special place for them in our hearts. We're happy to provide a discount to working dogs and their handlers. Please apply to our Pro Purchase Program by completing our online application.

Question 45

I used to get discounts for my service dog, do I need to reapply?

Accepted Answer

Pro Pack membership is good for 2 years at a time. If your membership has expired, please re-apply using our application.

Question 46

Where can I purchase Ruffwear’s specialty product line for Working Dogs?

Accepted Answer

Our specialty product line is available through guide dog and service dog schools. We build each product to order based on the branding, color requirements, and quantities of each organization.

These specialty products are not available directly from Ruffwear for individual users. If your school or organization is interested in Ruffwear’s specialty product line, please fill out our Working Dog Form.

Question 47

What size should I order for my growing puppy?

Accepted Answer

Puppies grow quickly and that means their size might still be changing. While your pup’s growth will depend on its breed, many larger dogs may not hit their full size and weight till around 12 to 18 months!

For Ruffwear gear, we always recommend sizing based on your pup’s current chest girth to make sure they are getting a comfortable and functional fit. Gear that is sized too large can cause chafing or slipping. We recommend adjusting harnesses or collars to be snug but comfortable. You should still be able to slip a couple of fingers under the webbing after adjusting.

For growing pups truly on the border of two sizes, go ahead and choose the larger size. For example, a 3-month-old puppy with a 17-inch chest girth would be right on the border of our XXS and XS harness sizes. We would recommend sizing up to the XS since their current girth fits within that size range of 17 to 22 inches AND the larger size will give them room to grow.

For a quick guide to measuring you can check out our How-To Video for Measuring Chest Girth:

Question 48

Where does Ruffwear manufacture its products?

Accepted Answer

Ruffwear products are designed, developed, and tested at our headquarters in Bend, Oregon. We also have an office in Vietnam, along with permanent, full-time employees, who help us sew samples, manage our factory partnerships, assist with quality control, and more. Our Product Development team works closely with our Vietnam office, typically spending a few weeks at the Vietnam office a couple of times per year. Our products are manufactured by our factory partners in Vietnam, China, and Taiwan.

Question 49

Why manufacture outside of the United States?

Accepted Answer

The technical specifications of many of our products utilize skill sets and manufacturing equipment that are well-developed in Asia. Another benefit of manufacturing in this region is improved efficiency in our supply chain; most of our raw materials are also produced in Asia so we can limit materials movement (and therefore carbon footprint) by manufacturing in close proximity to where we acquire our raw materials.

If you would like to learn more about our Vietnam office or manufacturing practices, send us a message below!

Question 50

Do Ruffwear products meet Proposition 65 regulations?

Accepted Answer

Every component of Ruffwear products has been tested and cleared by a certified third-party laboratory for every applicable chemical listed in Proposition 65.

We’re aware that the Prop 65 list changes as new scientific evidence becomes available, so staying on top of the chemistry of Ruffwear products is an ongoing effort. We’re committed to following all applicable global regulations and sourcing the most environmentally-friendly materials possible.

Curious about Ruffwear's manufacturing and sustainability practices? Check out our Sustainability Journey to learn more!

Question 51

What focus does Ruffwear place on sustainability?

Accepted Answer

Sustainability is at the core of how Ruffwear does business. For us, success includes embracing our responsibility to our community and to our planet – conducting our business in a way that maximizes the good we can do in the world while being mindful of the impact we have on the planet. That's why we incorporate recycled materials, natural rubber, and bluesign®-approved fabrics into many of our products.

We are also committed to a continuing process of reviewing and improving our gear and our practices to increase the positive impacts of our business while reducing unnecessary harm. To do that, we need visibility into how doing business as Ruffwear leaves a mark. In 2020, we joined the Outdoor Industry Association’s (OIA) Climate Action Corps, a collaborative effort that will help us and others in the outdoor industry understand our impact and how to reduce it. We are also committed to a continuing process of reviewing and improving our gear and our practices to increase the positive impacts of our business while reducing unnecessary harm.

Check out our Sustainability Journey to learn more. We encourage you to check out our blog and subscribe to our e-mail newsletters to stay updated on our sustainability journey.

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