FAQ

When will my order arrive?

Usually within 5–20 working days of ordering, including processing and transport. Once the carrier picks up the parcel, we’ll email you a tracking number.

Where will my parcel be delivered?

To the delivery address you enter at checkout. The carrier delivers it to your door or tells you where to collect it.

How much is shipping?

The shipping cost is shown at checkout before you pay. Outside the EU, the carrier may charge import duties, taxes and a handling fee on delivery; these are set by your country and are not included in our price.

How do I choose the size?

Clothing and pet beds have a size chart in centimetres and instructions on how to measure. Compare the hoodies with one you have at home; choose the Ouška ear muffs by your dog’s head circumference. Size doesn’t fit? Return the hoodie and order a different size. We refund the returned one just like a normal return.

Will my dog fit in the pocket?

The pocket of the Klokanka zip hoodie holds a cat or a small dog up to 8 kg; the head opening is about 13 cm. You’ll find the pocket sizes of the other hoodies on their pages.

How do I wash the hoodies?

Wash all hoodies and the Hnízdo hoodie blanket in the washing machine, the Klokanka zip hoodie at 30 °C on a gentle cycle. For the heated Hnízdo, first disconnect the power bank and remove the controller.

Can I return items?

Yes, within 14 days of receipt without giving a reason. Write to us at info@freshpaw.cz and send the goods to Písty 41, 289 13 Písty, Czech Republic. You pay for the return shipping.

Christmas: items ordered from 1 November to 24 December 2026 can be returned until 15 January 2027. If your 14-day period from receipt ends later, that date applies.

What about complaints?

Goods come with the statutory 24-month liability for defects. Describe the defect to us by e-mail, ideally with a photo.