We have set up this page to answer the questions most often asked by our customers and visitors. If you don't find the answer you are looking for here, please feel free to contact our support staff directly at support@tiarapets.com. We are all happy to respond to whatever question or concern you may have. About our products Q - The product I was looking for is out of stock. Does that mean it is permanently out of production, or can I still purchase it? Items listed as “produced to order” in the product description can be ordered even if they are currently out of stock at TIARA. Note, however, that it can take between two and four weeks from the time your order is received to produce and provide the item, depending on the workload at the production site. Orders for items not currently in stock and not available on a produced-to-order basis may still be filled, depending on whether the products are still in stock at the source. If they are, we will have the production increased, add the products to our inventory, and provide them to our customers. However, we will end the sale of items we do not have on hand that are also out of stock at the source. Please contact us to check on the status of your order if it includes out-of-stock products. Q - Can I have clothing items custom made? Some pet apparel items can be made to order. These are denoted as such (available custom-made) in the product description. When custom ordering an item, please let us know the breed, weight, gender, and the neck and chest size of your dog, as well as the desired length and design of the clothing item you have in mind. Using this information, we can make a one-of-a-kind garment that's a perfect fit for your special pet. There may be an additional fee for certain designs, so please inquire before placing your order. Q - I'm interested in placing a clothing order, but I'm not sure what size would be appropriate for my pet. First refer to the size chart. If you still have any questions or concerns about the appropriate clothing size, please tell us your dog's breed, weight and measurements (“nude size”). Q - According to the size chart, my pet falls between the “S” and “M” size. Which should I choose? In situations where your pet is “between sizes,” it makes the most sense to order the smaller (S) size when the clothing item is sleeveless and/or made of stretch material and lighter fabrics, such as tee shirts and camisoles. Order the larger (M) size for thicker, heavier garments with sleeves, including coats, parkas and cotton shirts. Q - I purchased the same size clothing from you that I have bought for my pet elsewhere. Why does your garment seem smaller? Currently, there is no unified size standard in the pet clothing industry ? each company establishes its own sizes based on its own criteria. In addition, size may vary based on factors such as the design or materials with which a garment is made. When making a purchase, please use our size chart to be sure you are ordering the correct size garment for your pet. Q - Your clothing items seem somewhat smaller when they arrive than the size chart indicates they should be. Does this mean they are defective? Hand-made clothing may vary a bit from specifications, since machines are not regulating the tightness and the detail of the stitching, for example. The final ironing may also affect size. We trust our customers to understand that there is a small but inevitable degree of error in this or any human endeavor. About ordering, payment and delivery Q - Why haven't I received an e-mail confirmation of my order? Your e-mail address may have been entered incorrectly when the order was placed. If you will kindly send us an e-mail noting that you haven't received confirmation, we will take whatever measures necessary to conclusively confirm your order status. Please be sure to include your full name and the time and date of your original order. 　　 Q - My order never arrived. What should I do? When we send out orders, we also send a shipping notice to the e-mail address the customer provided us at the time of registration. Please use the shipping number in that notification to track the delivery, or contact TIARA support@tiarapets.com for further assistance. Q - Can I add to the order I placed, or change the size or color of the product I ordered originally? Yes. Please send us an e-mail with your updated request. We will add to or modify the order as long as we have what you are looking for in stock, and the original order has not yet shipped. Please contact us as quickly as possible if you wish to modify an order. Q - Can I designate a delivery date? For shipments within Japan, delivery can be designated for a date at least three business days after the request is made. About product exchanges and returns Q - I would like to exchange or return an item. How can I do that? Please contact us about the product in question within five days after it arrives. We take the utmost care with everything we sell and ship, but if we have made an error of any kind that causes you to be less than satisfied with a product, we will respond in a timely fashion to either exchange the item or offer a refund, at your discretion. In addition, we will pay all shipping, handling and related charges. If you would like to return or exchange a product for any other reason you may do so, provided the item has not been used. Although we are happy to exchange the product or offer a refund, as you may prefer, we ask that you pay the postage to return the original product. Please include your name, address, contact phone number, and, if you are exchanging the item, specify the name, size and color of the product which you would like in exchange.