FAQ

FAQs

WHEN YOURE BROWSING:

Q1. How do I measure my dog properly and find a suitable harness for her/him?
A: First, you need to measure your dog and get 3 key measurements (Neck/Girth/Backlength). Then you can compare it with the size chart we provided in the product description. Here are two videos which may come in handy:
https://www.youtube.com/watch?v=fZcsctwgl-s
https://www.youtube.com/watch?v=MOGSPHjrtZo

Q2. When is the order expected to arrive? What is the time of shipment? EST
A: Basically it will take up to 7 business days to arrive for customers in the U.S. if you place the order at www.onetigris.com, and between 2 to 3 weeks for the rest of the world depending on the country; unlisted countries in our info page will take longer. Tracking numbers will be provided for most shipments. You can view your tracking number in the shipment notification email OR login to your OneTigris account to see the order info. Visit https://www.onetigris.com/shipment-delivery for more details.

Q3. What is the return and warranty policy?
A: Please visit https://www.onetigris.com/return-and-warranty 

Q4. Will I have to pay import duties and taxes? 

Though it is unlikely, customs reviews may be performed at random and/or without any warning. Please visit https://www.onetigris.com/terms-conditions for more information. 

Q5. Does OneTigris provide customized design services?

A: Yes, OneTigris provides a gear customization service. We can produce one-of-a-kind pouches, backpacks and dog vests for you according to provided specs and details. Please send your request to support@onetigris.com and we will get in touch shortly.

 

BUYING & PAYING:

Q6. The discount code I have doesnt work for my website order.
Please confirm that the code is still valid and if there are special requirements for use. If you still experience problems, please contact us through Facebook or support@onetigris.com  

Q7. Im having trouble paying with my card.
Here are some of the reasons of an unsuccessful payment:

1. Your bank has not yet activated the function of overseas payments for this card.
2. Your card or bank has a limit to online payment amounts for this card.
3. Your bank has flagged and restricted use of this card.
To solve the problem, please try to make the payment again or try with a different card. We also accept payment via Paypal. If the problem persists, contact your bank and clarify with them that this payment was made by you, after which they will provide instructions to help you resolve this issue.

Q8. How do I pay with credit card if I don't have a PayPal account?
A: Worry not, PayPal has an option where you can complete payment without having to register/login. 

Q9. How do I cancel an order?
A: Please provide your order number and contact us through Facebook or support@onetigris.com, or make an after-sales application by going to the Home page > Return & Warranty > Click on "APPLY!" at the bottom of the page. Please note that dispatched orders cannot be recalled, and you can try to refuse to sign the parcel when it's delivered or make an after-sales application as previously stated.

 

ORDER COMPLETE:

Q10. I made a purchase on the website and havent received an order confirmation mail.
Please check your junk mails as your email account may have directed the order confirmation mail to that folder. If you still don’t see it, please contact us through Facebook or support@onetigris.com 

Q11. I made a purchase on the website and the order has been processing for a long time.
Please allow 1-2 days’ time for the order to be processed. If after 2 days the order status still hasn’t been updated, please contact us through Facebook or support@onetigris.com 

Q12. Has my order been shipped?
A: Orders will take approximately 3 days for processing and dispatchment. You will receive an email regarding shipment information when your order has been shipped. To view your tracking number, log in to your OneTigris account or contact us at support@onetigris.com

Q13. Why does the status of my order read "label created" for such a long time on Fedex?
A: Fedex sets the US as the shipment origin. However, the order needs to first be sent by OneTigris from China. This status will be updated when it arrives in the US.

Q14. I received a product that wasnt in my original order.
A: Please make an after-sales application HERE.

Q15. Id like to return/exchange something I ordered.
A: Please note that dog gear including but not limited to harnesses/vests/packs and collars cannot be returned/exchanged as they will have been in contact with fur and cannot be repackaged to be sold in brand new conditions all customers find acceptable. Please also note that a traceable order number is required for after-sales services.


If you purchased this item on Amazon, you can follow these steps for return/exchange:
Use your Amazon account to log into www.amazon.com
Pull down to the bottom of this page and find "Help" button, and click on it to get into a new page

Find "Need more help " in the middle of this page and move it to this button and you will see "Contact Us " and click on it. Then you will get in touch with Amazon Customer Service Associate in accordance with the actual situation
Amazon U.S. & Canada Phone Number: 1-866-216-1072
Amazon International Phone Number: 1-206-266-2992
Amazon Customer Service: 400-810-5666
If this purchase was made through our website (www.onetigris.com), please go to the Home page > Return & Warranty > Click on "APPLY!" at the bottom of the page.

 

NON PURCHASE RELATED:

Q16. How do I reset my password?
A: Please follow these steps to reset your password: 

1. Go to www.OneTigris.com
2. Click on Register/Log In at the top right
3. Click on Forgot Your Password?
4. Follow the instructions for resetting your password

Q17. The discount code I have doesn't work?
A: Please confirm that the code is still valid and if there are special requirements for use. Send your inquiry to support@onetigris.com for further assistance.

Q18. How can I apply to be a gear tester or an affiliate?
A: Please visit 1TG, our online community, and read through the instructions prior to applying for the Gear Test Program. For those interested in becoming an affiliate, please visit https://www.onetigris.com/join-us for more information, and read through the rules & guidelines prior to applying to join.

Q19. I have some pictures and videos that I would like to share with you guys!
A: Thank you for the love! Here are ways to share your photos and videos with us:

On Facebook: @OneTigris
On Instagram: #OneTigris #onetigris
On Twitter: @OneTigris
Or you can send them to our Marketing Team staff at gill@onetigris.com and we will be in touch shortly. 

Q20. I'd like to submit a guest post for www.OneTigris.com!
A: Thank you for the love! Submittals can be emailed to gill@onetigris.com and we will be in touch shortly.