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FAQ

Ordering & Processing

How long does it take to process my order?

  • Typically 1-3 business days (excluding weekends and holidays) + shipping times 
  • During peak holiday season: 3-5 business days + shipping times 
  • Keep an eye out, you'll receive a tracking email once your order ships!

Can I change or cancel my order?

  • We can’t guarantee it, but email hello@springerpets.com as soon as possible
  • Changes possible only before the order ships (within 1-3 business days)
  • Once your order has been assigned a tracking number, we unfortunately cannot modify the order

What if I entered an incorrect address?

  • Mistakes happen, we get it! Email hello@springerpets.com immediately with your order number and correct address
  • Address changes not possible after a tracking number is assigned

Why didn't I receive an order confirmation email?

What happens if my order contains out-of-stock or pre-order items?

  • The entire order ships when all items are in stock
  • Check product pages for expected shipping dates of out-of-stock items
  • For questions, email hello@springerpets.com

Shipping & Returns

Where does Springer ship?

  • United States (excluding Alaska, Hawaii, and Puerto Rico)
  • Australia: Shop at springerpets.com.au
  • Korea: Shop at springerpets.kr
  • 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.

Do you ship to PO boxes?

  • Yes

When will I receive my order?

  • Domestic: 3-5 business days
  • International: 5-10 business days (+ potential customs processing time!)

How do I track my order?

  • You'll receive an email with tracking information once your order ships
  • If you don't receive it, please check your spam folder or email hello@springerpets.com

What is your return policy?

  • 30 days from delivery date
  • Product must be unused for a full refund
  • We want to make things right, please email hello@springerpets.com to initiate a return
  • Customer pays for return shipping

How much is shipping?

  • Under 1 pound: $5.95 (ground shipping)
  • Over 1 pound: $6.95 (ground shipping)
  • Expedited shipping (UPS 2nd Day Air): $25+ for domestic orders

Product Information

Are Springer products BPA free?

  • Yes, all travel bottles are BPA-free and food-safe

Where are your products made?

  • Ethically manufactured in Mexico, Vietnam, and China

Can I purchase walk or sling bags separately from leashes?

  • Bags are unfortunately not sold separately from leashes at this time

What are the differences between your Travel Bottles?

  • Mini (15 oz): For daily walks or small trips
  • Flip (20 oz): Includes a built-in foldable silicone bowl
  • Classic (22 oz): For most adventures and park trips
  • Growler (44 oz): For long walks and active pups

Do you offer replacement parts?

  • Yes, replacement bowls and straws are available.

Company Information

Where is Springer based?

  • Austin, Texas

Do you have an affiliate program?

  • Yes, please apply here.

What payment methods do you accept?

  • Major credit and debit cards (Visa, Mastercard, American Express, Discover)
  • PayPal and Shop Pay

How do I become a wholesale partner?

Product Care

How do I clean my Springer products?

  • Travel Bottles are top-rack machine washable 
  • Collar, leashes, and bags are washable with dish soap and warm water 

Need More Help?

For any other questions or concerns, we’re happy to help! Please email us at hello@springerpets.com.