Frequently Asked Questions

Everything you need to know about shopping with The Maison Pets. Can't find your answer here? Contact us — we respond within 24 hours.

Orders & Shipping

Where do you ship?

We currently ship across the United States. All orders include free shipping — no minimum required. For international shipping inquiries, please get in touch.

How long does delivery take?

Orders are processed within 48 hours of being placed. Delivery typically takes 7–15 business days. You will receive a tracking link by email as soon as your order ships. See our full Shipping Policy for details.

Can I track my order?

Yes. Once your order ships, you will receive an email with your tracking number and a link to follow your package in real time.

What happens if I entered the wrong address?

Contact us immediately at hello@themaisonpets.com. If your order has not yet shipped, we can update the address. We are not responsible for packages delivered to incorrect addresses provided at checkout.

Returns & Exchanges

What is your return policy?

We accept returns within 30 days of delivery for items in original, unused condition with all tags attached. See our Refund Policy for full details and exclusions.

How do I start a return?

Contact our team via the Contact page or email us at hello@themaisonpets.com with your order number and reason for return. We will guide you through the process.

Can I exchange an item?

Yes — exchanges are handled as a return + new order. Contact us and we will help you select the right size or alternative product.

Products & Sizing

How do I choose the right harness size?

Measure your dog's chest girth (the widest point just behind the front legs) and neck circumference. Cross-reference with our Harness Size Guide for exact size recommendations.

What size bed does my dog need?

Your dog should be able to fully stretch out in any direction without hanging off the edge. Measure your dog from nose to base of tail and add 20–25cm. If your dog is between sizes, size up. See our Size Guide for a full chart.

Are your products safe for puppies?

Yes — all products are designed with pet safety as a priority. For harnesses, ensure correct sizing and always supervise young puppies during the adjustment period.

Care & Maintenance

How do I clean a harness?

Most harnesses can be hand washed in cold water with mild soap, or placed in a mesh laundry bag on a gentle machine cycle. Air dry only — do not tumble dry or iron. Always check the product label for specific care instructions.

How do I wash the dog bed cover?

The Velvet Dream cover is removable and machine washable on a cold, gentle cycle. Tumble dry on low or air dry. The foam insert should be spot-cleaned only with a damp cloth and mild soap.