FAQs

LOCATION

Our head office is located in Boston, Massachusetts, where all our products are conceptualized. Our products are available across North America.

SOCIAL MEDIA

Follow us on Social Media where you can stay up to date on the latest trends, styles and new products! @bostonmadepets.  

You can also sign up for email updates on all our styles and promotions!

SHIPPING

TURN AROUND

Packages shipped to the United States are typically received within 3-5 business days, however we do offer expedited shipping that you can select at checkout! If you are shipping to a location outside the USA or Canada packages are typically received within 10-15 days. If you live in a remote location it may take slightly longer.

 

DEMOGRAPHICS

We currently ship within United States, Canada as well as the U.K. and Germany, with a few exclusions. 

We are unable to ship to Alaska & Hawaii at this time. We are always looking to expand how many countries we ship to, stay tuned!

 

PO BOXES

We do not ship to PO boxes at this time.

 

POLICY

In the continental United States, shipping on orders over $60 is free. A flat rate shipping fee of $5.99 is applied to orders below $60. If shipping outside of the US, shipping cost will vary based on location.

 

EXPEDITING

We do offer upgraded expedited shipping that you may select at checkout for a faster delivery!

 

CONFIRMATION

It is unlikely, but order confirmations may be delayed, and could end up being marked as junk/spam in your email inbox. If you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records and contact us with any concerns.

 

CANCELLATIONS

We strive to process and ship your order as quickly as possible! Once an order is processed, we are unable to cancel. However, we offer quick and easy returns or exchanges! We’re here to help! Email us at hello@bostonmade.com or give a call at 1-800-943-7810. Our office hours are Monday – Friday from 9:00 am - 5 pm EST if you have any questions.

 

TRACKING

Your tracking number will be included in your shipping confirmation email. You can always look up your order information on your Boston Made account. If you are having trouble finding your tracking information, contact us and we will happily provide this for you.

 

RETURNS

EXCHANGES

Absolutely! Exchanges are free. Please contact us if you need at hand finding a better size or style. We also accept returns which are processed with a $7 handling fee. Just note that in order to be eligible for a refund or exchange, the product must be in new condition with tags and packaging included. Products must be clean and free of dog hair. If you are located outside the United States (or Canada) we offer full refunds for your purchase, but unfortunately do not accept exchanges at this time. In order to start your return, please use our return portal where you will receive instructions on how to initiate a return. If you have any questions don’t hesitate  to reach out to our customer support team!

 

HOW

It's simple! Just contact us via email, phone and chat with your order number and item(s) you wish to exchange or return. We'll help you from there!

 

COSTS

We offer prepaid shipping labels to make exchanges simple and hassle-free! We offer returns with a $7 handling fee. Reach out to us if you would like to initiate a return.

 

PAYMENTS

OPTIONS

We accept Visa, Mastercard and American Express Credit cards. Payments can also be made with Google Pay and Apple Pay.

 

CHARGES

You will be charged within 24 hours from the time you place your order.

 

SECURITY

Yes, your security and privacy is our priority. All payments processed on bostonmade.com are safely handled by Shopify. Shopify is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.

 

CONTACT

INFO

We are here to help you and your pooch! You can reach out to us via email, contact form, phone or our live chat. You can leave a message on our live chat when agents are off-line. We strive to return all inquiries within 24-48 hours during business days.

INFLUENCERS

We do! We are always looking to build organic relationships with adorable and creative pups who love supporting our brand. Please contact us on Social Media or send us a message if you are interested.

MODELS

Awesome! We’re always looking for local dog models in the Boston area and would love to connect. Feel free to chat with us on Instagram @bostonmadepets or send us an email to hello@bostonmade.com!

 

PRODUCTS

ANIMALS

At Boston Made, we love animals. Our office is always full of dogs running around all day. Our overall mission is to bring comfort and happiness to animals, which is why our products are free of any animal by-products. We use faux-fur, faux-down and never use any wool.

WATER-RESISTANT

All of our outerwear and rainwear offer a water-resistant shell to keep your pup dry. Every product has other unique features which can be found on our product pages.

WARMTH

We have many styles to keep your pup cozy and warm in the winter season. Our Parka collection offers extreme warmth and coverage. Our Dog Snow Suits selection includes the Berkshires Dog Snow Suit. If you need a hand finding the best style for your pup’s needs, please reach out to our fit experts!

SLEEVES

Our Dog Rainwear collection offer sleeves up to and including a size 16. Sizes 18 and up do not have sleeves as this restricts movement for larger pups. The Dog Snow Suits include the Berkshires Dog Snow Suit. Our Berkshires Dog Snow Suit offers full body coverage and is available in size 10 – 24. We also offer a line of knit and woven collections with sleeves for layering, lounging or chilly dry days. These sleeved products include our Red Sox Calming Suit and Classic Calming Suit.

 

CARE

WASHING

Most of our products are machine washable but you should always refer to the garment label to ensure the best possible care. We recommend hanging to dry when possible.

 

QUALITY

We pride ourselves with our high-quality products and top-notch designs. If you have any concerns with your product, please email us at hello@bostonmade.com with details and photos of the garment/product to discuss your concern.

 

SUSTAINABILITY

PRACTICES

Sustainability in all of our business practices is extremely important and core to our company. That is why we use compostable corn shippers, recyclable bags & boxes, efficient shipping methods and we practice sustainability in our office. We are always looking to extend these efforts even further by coming up with new ways to practice sustainability within our business.