FAQs
FAQs
My dog’s head is bigger than the neck – how do I get it on? The cord your Pom Poms are strung with is very stretchy! You’ll be surprised how easy it is to slide over your dog’s noggin! We're happy to adjust to a pawfect size for you if our regular sizes seem are too big or small – just include a note with your order with the neck size of your pup.
Can my Pom Pom necklace be adjusted once I receive it? Yes, it can be made smaller, but not larger. You simply untie or cut the stretch cord and remove as many of the poms as needed for the size you’re looking for, then retie the cord. Here’s a video on how best to tie this stuff (tip: we do this knot twice). Stretch Magic is so slippery it can untie easily if you don’t use the right knot: https://www.youtube.com/watch?v=NHICbjdVF_Y
Test your knot before you snip the extra off! Easy peasy!
Oh no! My string broke! Please see above (Can my Pom Pom necklace be adjusted once I receive it? ) for info on how to retie this string. We've tried for a balance between string stretchiness and strength and safety for your pups. We'd rather the string break when caught on something than have your pup injured in any way. This is why we don't recommend wearing your Poms during rough play.
Where can I share a picture of my dog with you? Instagram & Facebook! On Instagram, follow us @thepompompups, tag us in any photos and make sure to use our hashtags #pompompups & #coolpupswearpompoms On Facebook, search "Pom Pom Pups" to find our page. Nothing makes us smile more than seeing your pup stylin’ some poms!
What is your return policy? We want you to be happy! If you are unsatisfied with your item, please contact us at info@pompompups.com within 5 business days to exchange or return your item. We accept returns of unused and unworn items. Buyer is responsible for return shipping.
Can I exchange my necklace if it doesn't fit? We want to ensure the best fitting necklace for your pup. If you do receive a necklace that doesn't fit, first try to resize it yourself (see above: My dog’s head is bigger than the neck – how do I get it on?). If we absolutely have to remake it, there is a 25% charge of the cost of remaking the necklace plus shipping. This simply covers the labor and materials to remake your order.
How long will it take to get my Pom Poms? Each necklace is carefully custom made so it may take up to 7 days to ship from our small studio in California. For US shipments, you have your choice of Standard or Priority Mail. If you need your necklace sooner we can possibly arrange for rush production and shipping, just include a note with your order or email us a request at info@pompompups.com.
Do you ship internationally? At the moment, we're only set up to handle orders from the US and Canada. For other parts of the universe, please contact us at info@pompompups.com.
Are my Pom Poms washable? While we know you aren't intentionally taking your dog for a mud wrestling match in their Pom Pom necklace, we know there’s a good chance it might happen. Our necklaces are hand washable. Please refrain from throwing them into your washing machine. Simply fill a bowl or your sink with cold water and add a small amount of laundry detergent. We prefer Woolite. Gently squeeze the poms to dislodge the dirt. Rinse thoroughly. Squeeze to get as much water out as possible, then blot dry in a towel and hang to dry overnight.
Can my dog wear their Pom Poms in a lake, swimming pool or ocean? We love that your dog is active, but our necklaces are handcrafted, so to extend their life, please keep them out of water except for washing. Also, the poms get very waterlogged and heavy when wet which may stretch the necklace cord making it easier to slip over your dog’s head – don’t risk losing your Poms!
I have a custom request, what do I do? We do have a custom order portion of the website coming soon, but we aim to be super accommodating. If you don’t see the size or specifics you are looking for in our shop just contact us at info@pompompups.com with your request and we’ll try our best to make magic happen! Because our custom necklaces are made to order, they are not returnable; however, if you experience any issues, please don’t hesitate to contact us.
Will you feature my pet on your social media? We’d love to see your dogs rocking their Pom Poms! Follow us on Instagram or Twitter @thepompompups or find our Facebook page by searching "Pom Pom Pups"! Tag us in any photos and make sure to use our hashtags #pompompups & #coolpupswearpompoms Nothing makes us smile more than seeing your pup stylin’ some poms!
What is your privacy policy? We take privacy seriously. We don't share or sell any of the information we have. All credit card transactions are handled by our website host, shopify.com.