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FAQ

How long does it take to process my order?

We are just as excited as you and your pup are to get your Springer item(s)! We try our best to ship orders the same day the order is placed however typically orders take 1-3 business days (not including weekends or holidays) to process and ship from our warehouse. Once an order ships, you’ll get an email from us with your tracking. If you have any questions regarding your order please reach out to us at hello@springerpets.com.

Can I change or cancel my order?

If we are able to update your order in time, we’re happy to help! Please email us at hello@springerpets.com as soon as possible! Note that orders ship within 1-3 business days. Once it ships we unfortunately can no longer modify your order.

I entered an incorrect address at checkout. What should I do?

Mistakes happen, we get it! Email us at hello@springerpets.com as soon as possible with your order number and the updated shipping address. Once your order has been assigned a tracking number, we unfortunately cannot modify the order.

 

How long does it take to process my order during the holiday season?

We know you want your gifts as soon as possible that’s why we work extra hard to get your order out as quick as possible during the holiday season! During peak holiday season orders can take up to 3-5 business days to process and leave our warehouse. Once an order ships, you’ll get an email from us with your tracking!

Why did I not receive an order confirmation email?

Oh no! The worst feeling is not getting the email that your Springer goodies are confirmed! Sometimes our emails can end up in your spam or junk folder. We recommend taking a peek there! If you still don’t see it, please email us at hello@springerpets.com. We will be able to check on this for you and send you any information you may need.

What if my order has an out of stock or pre-order item in it?

If you have an order with an out of stock item and an in stock item, the full order will ship when ALL items are in stock. Please check the specific product page's description for when the out of stock item is expected to ship. If you don’t see this or have any questions, please email hello@springerpets.com.

SHIPPING & RETURNS:

Where does Springer ship?

United States, excluding Alaska, Hawaii, or Puerto Rico.

We ship internationally to Anguilla, Antigua & Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Brazil, British Virgin Islands, Canada, Cayman Islands, Chile, Colombia, Cook Islands, Costa Rica, Curaçao, Dominica, Dominican Republic, Ecuador, El Salvador, Falkland Islands, Fiji, French Guiana, French Polynesia, French Southern Territories, Grenada, Guatemala, Guyana, Haiti, Honduras, Jamaica, Kiribati, Martinique, Mexico, Montserrat, Nauru, New Caledonia, New Zealand, Nicaragua, Niue, Norfolk Island, Panama, Papua New Guinea, Paraguay, Peru, Pitcairn Islands, Saint Maarten, Samoa, Solomon Islands, South Georgia & South Sandwich Islands., St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Suriname, Timor-Leste, Tokelau, Tonga, Turks & Caicos Islands, Tuvalu, U.S. Outlying Islands, Uruguay, Vanuatu, Venezuela, Wallis & Futuna.

Don’t see your location above? Fill out THIS form to let us know where we should open shipping to next!

We now ship to Australia! Please click HERE to shop Springer Australia. 

Looking to place an order for wholesale? Please reach out to wholesale@springerpets.com.

Does Springer ship to PO boxes?

Yes, we do!

When will I receive my order?

You (& your pup!) will soon be able to enjoy your new gear! For Domestic orders, you can estimate 3 to 5 business days (not including weekends or holidays). International orders are estimated to arrive in your country of destination within 5 to 10 business days. Please be aware that once it has arrived it may be in customs for an unknown amount of time.

How do I track my order?

Once you have placed your order, you will receive an email once your order has left our warehouse. If you notice that you haven’t received your email confirmation with tracking, please check your junk/spam box if you cannot locate the email. If you still do not see it, reach out to us at hello@springerpets.com with your order number and we will send over your tracking information.

What is your return policy?

You have 30 days to return an item from the day it was delivered. If you would like to move forward with a return, please reach out to hello@springerpets.com with your order number and the reason for your return. Please note that the product must be unused in order to receive a full refund. We do not cover the cost of shipping for returns.

How much is shipping?

For items under 1 pound, ground shipping is $5.95. For items over 1 pound, ground shipping is $6.95. For orders over $70— ground shipping is free with code ‘SHIPFREE’ applied at checkout.

Do you offer expedient shipping?

Yes! We want you to be able to have your Springer goodies as quick as possible! We offer UPS 2nd Day Air for domestic orders for $25+.

Where do Springer products ship out of?

In the heart of Texas!

USE & CARE

How do I clean my Springer products?

Keeping your Springer item(s) clean is best to have them last the longest they can! For care instructions, visit our care page here.

HEALTH & SAFETY

Are Springer products BPA free?

Yes, our top priority is to keep your pup hydrated and safe! Our travel bottles are BPA Free and Food Safe.

OTHER QUESTIONS

Where is Springer based?

We're based in Austin, Texas!

Does Springer have an affiliate program?

Yes! We are so happy to hear that you are interested in collaborating with Springer- email us at social@springerpets.com

What payment methods are accepted?

We accept Visa, Mastercard, American Express, Discover, and all other major debit and credit cards. We also accept PayPal and Shop Pay.

Where are your products made?

Made ethically in Mexico, Vietnam and China.

Can I purchase the Sling Bag or Walk Bag separate from the leash?

We do understand why you would like these separate! However, we designed our Walk Systems to uniquely work together due to how the bag attaches to the leash. It is made to be your all-in-one essential for both you and your pup! Please email us at hello@springerpets.com if you have any questions, comments, or concerns (adding a pic of your pup to this email is bonus points!)

What’s the difference between your Travel Bottles?

  • Mini (15 oz): Great for daily walks or small trips
  • Flip (20 oz): Designed with a built-in foldable silicone bowl. It's compact design makes it easy to pack & carry
  • Classic (22 oz): Perfect for most adventures, trips to the park, and pups that are on-the-go
  • Growler (44 oz): Ideal for long walks, active pups, and those who like to share

Do you have insurance or warranty policies on your products?

If you are having an issue with your item(s) please reach out to hello@springerpets.com with your order number and issue. We want to make sure your pup’s gear is in the best shape, it’s what they deserve!

Where can I find replacement parts?

Good question! The best way to get more life out of your dog’s travel bottle is to purchase replacements parts. We offer replacement bowls and straws. You can find those HERE.

Who do I reach out to if I want to carry Springer Pets in my store?

We’re so happy to hear you love our products so much that you would like them to be in your store! For all wholesale inquires, please email us at wholesale@springerpets.com or visit wholesale-springerpets.com.