FAQs

Frequently Asked Questions

Sizing & Fit

Q: How do I choose the right size for my pup?

A: Check out our ‘How to Measure your Pup?’ - under Choco’s Tips .

Measure your pup’s neck and chest, and if you’re between sizes - always size up for

comfort. When in doubt, Choco says: “Better a comfy wiggle than a tight squeeze.”

Care Instructions

Q: How do I wash my pup’s gear?

A: Most items are machine washable, but we recommend hand washing in cold water for

the best quality and longest life. Use mild detergent, avoid bleach, and air dry flat or in

the shade. Leather/suede parts? Wipe gently with a damp cloth. (More tips in our Care

Guide.)

Shipping & Delivery

Q: Where do you ship?

A: We ship across New Zealand and Australia at present. Shipping times and costs vary

by region - see our Shipping Policy for details.

Q: How long does shipping take?

A: Processing: 1-3 business days.

NZ & AU orders: 3-10 business days.

Returns & Exchanges

Q: What if the size doesn’t fit or my pup outgrows it?

A: We accept returns/exchanges within 15 days (unused, in original packaging). Return

shipping may apply.

Q: Can I get a refund?

A: Refunds are processed within 5 business days after we receive and inspect your

returned item.

Order Issues

Q: What if my order is lost or arrives damaged?

A: Reach out to us immediately with your order number and (if applicable) photos. We’ll

sort it out quickly with a replacement or refund.Customs & Duties

Q: Will I pay customs or duties?

A: For NZ/AU orders, no. For international orders, the customer is responsible for local

import duties, VAT, or customs fees.

Payments

Q: What payment methods do you accept?

A: We accept major credit/debit cards, Apple Pay, and Afterpay (where available).

Community & Pack

Q: How do I join Choco’s pack?

A: Easy - shop your gear, snap your pup, and share with #ChocosFriends on Instagram

or TikTok. You might even be featured as Choco’s “Friend of the Week.”