FAQs

You'll find answers to most of our commonly-asked questions below. Still have questions? Reach out to us at hello@ohminme.com and we will be happy to help!

Order Questions

How long will it take to receive my order?

As most our items are made-to-order, please allow up to 2-3 weeks for your order to be dispatched. Once your order is ready to be picked up by the courier, you will receive a shipping confirmation email.

Deliveries within Australia: Delivery time is usually 2-7 days.
Deliveries outside Australia: Delivery time will depend on your location. The majority of orders will be received within 2 weeks.

Can I get my order quickly?

Sometimes we have stock of an item that is usually handmade to order, and this will be dispatched more quickly. Generally, in busy times it is not possible to get your order any quicker because you will be placed in a making queue along with others. If you are in a hurry, please contact us, we might be able to offer you an alternative colour.

How can I change or cancel my order?

In the event you wish to change or cancel your order, please contact us immediately. Once we start making your order we won't be able to cancel nor make any bigger adjustments. Thanks for your understanding!

Can I add items to an existing order?

Please contact us if you wish to add items to an existing order.

I forgot to use a discount code, can I apply it to my existing order?

No, sorry! You will have to save the discount code for the next time you place an order.

Why have I not received an order confirmation?

Try checking your Spam folder first. If you still aren’t seeing your order confirmation, contact us and we will help you out.

How do I track my order?

Domestic: You will automatically get tracking notifications from Sendle by email, including a delivery estimate so you know approximately when your goodies will arrive. If you for some reason don’t receive these emails from Sendle, contact us and we will send you a tracking number.

International: You will receive a tracking number in you shipping confirmation email. For the most detailed tracking updates, please check your tracking through your country’s courier website directly.

NZ: https://www.nzpost.co.nz/tools/tracking
US: https://tools.usps.com/go/TrackConfirmAction_input
UK: https://www.parcelforce.com/track-trace

SE: https://www.postnord.se/en/our-tools/track-and-trace

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Shipping & Returns

Do you ship internationally?

Yes! We ship to furry friends and their pawrents in most countries worldwide.

How much does shipping cost?

Shipping costs are dependent on location and parcel weight. Shipping costs are calculated and clearly displayed at checkout before you complete your order.

Do you offer free shipping?

Yes, if you spend over $200 AUD (after discounts) you will be eligible for free worldwide shipping at checkout. Free shipping always comes with a complimentary tracking number.

What is your return policy?

Due to the custom nature of our products we cannot accept returns or exchanges. This includes change of mind purchases and incorrect sizing, so pleasure measure carefully. If in doubt - please contact us before placing your order. We love to help!

If you believe your item has been damaged or lost during shipping, please contact the courier to file a claim. If the shipping box was OK but the item inside was damaged, please contact us within 7 working days of receiving your package to arrange the shipment of a replacement. We reserve the right to deny exchanges for items that have been used.

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Billing

When is my credit card charged?

Your credit card is charged at the time of purchase.

What forms of payment do you accept?

We’re cool with Visa, MasterCard, American Express, as well as debit cards. We also accept payments via PayPal, Apple Pay and Google Pay.

Is my payment information safe?

Incredibly safe! See that padlock icon that appears in the address bar at the top of your screen? That means you’ve entered a safe and secure zone. Our e-commerce platform has SSL (secure sockets layer) encryption installed, which protects sensitive data such as your payment information.

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Accounts

Do I need an account to place an order?

No, you do not need to be signed into an account to place an order. You do however need a valid email-address and contact information in the checkout. You always have the option to register an account in the checkout process so you can save your details for future purchases and keep track on previous orders.

I can’t log in/lost my password. Help!

Are you sure it’s not ‘123password’? :) If you find that you’re locked out, we recommend resetting your password. If you’re still stuck, contact us and we will be happy to help.

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Sustainability

Do you use eco-friendly packaging?

Yes! We are very serious about reducing waste and avoiding plastic. We use 100% plastic-free compostable mailers made of cornstarch and sugarcane. Our boxes are recycled and recyclable, our paper tissue is recycled, unbleached and biodegradable, our stickers are made of plants and printed with soy inks, and our beautiful cards and labels/tags are all locally handmade.

Where do you source your supplies from?

We love supporting local and small businesses as much as we possibly can - hence why our products to some may seem a little pricey. The material cost is quite high! While most of our supplies come from other small businesses throughout Australia, we get our beautiful recycled cotton rope and sustainable aluminium buckles from Europe.

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General Product Questions

Where are your products made?

All our items are either hand crafted in Australia by Linnea, or in Sweden by Helene.

Where do I find information on sizing?

There is an individual product size guide displayed on each product page (below the 'Add to Cart' button).

How do I measure my dog?

We have created a page that will help you with this - Size Guide.

Are your products washable?

Please see individual care instructions for each product on its product page. Generally, we recommend to hand wash or machine wash cold on delicate cycle inside a laundry bag or pillowcase. Gentle washing will preserve the life of the item and prevent damage to hardware.

Are your items stain and water-proof?

No – but for an extra cost we can treat the finished product with a water-based, eco-friendly spray. This spray is non-toxic and yields an invisible protective coating that repels water and stains, and makes it easier to wipe off any dirt once dry.

We do not recommend any of our items to be in contact with salt water. This includes being worn while swimming or playing in water or mud. It may damage hardware and shorten the lifespan of your item. Always make sure the item is fully dry before next use.

Can I order a made-to-measure sweater for my dog?

Absolutely! All our Merino wool sweaters can be made-to-measure. Please have a look at the size guide (found on the product page) and email us with your measurements.

Are your products strong enough for my dog?

All OHMINME items are made with your dogs safety in mind using the highest quality supplies. However, nothing is indestructible so please keep a close watch for wear and tear. Replace harness, collar or leash if necessary.

Although natural fibres are very strong and hard wearing, they will never have the same durability as a synthetic material. With that said, our products are just as strong as most other pet store products. We use an industrial sewing machine and box stitch our walking gear at every stress point for maximum strength. The majority of our hardware is made of solid brass, stainless steel or lightweight aluminium (one of the most renewable and sustainable materials in the world!).

Please note, if your dog is a very strong puller or isn't used to this type of harness or collar, we recommend to try out any new gear in an enclosed space (such as a backyard or a park) before you take it for a walk. All dogs are different and our products might not be the most suitable for every furry friend.

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