FAQ's
We've compiled some of our most frequently asked questions to help you get answers faster! If the answer to your question is not below, you are welcome to contact us.
Orders / Shipping
Where do you ship to?
We currently ship within New Zealand, Australia and the United Kingdom. We plan to expand further in the future as our business grows.
I made a mistake on my order - can I change it before it ships?
We’ll always do our best to catch your order and make any changes before it ships - but because orders are processed quickly (and due to time zone differences in some countries), this isn’t always possible.
If it’s already on its way, don’t worry - we can still help you with a return or exchange once it arrives.
We don't refund or apply discount codes after checkout if one was missed.
Please double-check address information and pay close attention to details when placing your order.
Where is my order / has it been shipped yet?
Once your order has been dispatched, you’ll receive an email with a tracking link so you can follow its journey. If you haven’t received this, it’s possible the email address was entered incorrectly when you checked out, or the email may have landed in your junk or spam folder. All orders are dispatched within 1–3 business days. For more information on delivery times, please visit our shipping page.
My order says 'delivered' but I don't have it?
If your tracking shows as delivered but your parcel hasn’t arrived, here’s what to do:
- Check around your property - sometimes couriers leave parcels in a safe or hidden spot.
- Check with your neighbours - it’s surprisingly common for parcels to be dropped at the wrong house by mistake.
- If you still can’t locate it, please contact us or lodge an enquiry directly with the postal company. When we raise an enquiry on your behalf, the courier company will review the driver’s GPS location at the time of delivery and get back to us with their findings.
Unfortunately, once your order has been handed over to the courier, it’s completely in their hands and outside of our control. We know it’s frustrating when a parcel goes walkabouts, but please rest assured we want you to receive it just as much as you do, and we are here to help!
My order tracking hasn't updated for awhile?
We occasionally see this with Australian orders. NZ and UK deliveries are shipped locally, so tracking updates appear quickly - but Australian parcels are sent via NZ Post and then handed to Australia Post once they enter the country.
Tracking can take a little while to update during this handover. To view full updates, you can track your parcel on the NZ Post website until it reaches Australia, then switch to Australia Post for final delivery. Your tracking number works on both sites.
Returns / Exchanges
Can I return the item(s) I ordered?
As long as the product is in new / unused condition - then we welcome returns for store credit. You can find details of our Returns Policy here.
Can I just exchange my product for a different size directly, rather than getting store credit?
Sorry - we don’t offer direct exchanges or hold product.
Once your return arrives back with us, we’ll issue a store credit for the value of your item, which you can use to reorder your preferred size or product.
We’ve found this system to be faster and more reliable for both customers and our fulfilment teams. Direct exchanges often led to delays when customers needed to update their address, settle a shipping balance, or when stock levels changed mid-process.
Using store credit allows you to place your new order right away after your return is received, choose exactly what you’d like, update your details and pay any shipping needed, and have it sent out quickly - usually the same day if ordered before 2pm (local warehouse time).
We are a very small team, this process helps us manage stock and returns more efficiently, keeping everything running smoothly. We really appreciate your understanding on this!
What happens if an item is faulty?
We take great pride in the quality of our products and want you to love what you receive. However, we understand that issues may occasionally arise, and we’re committed to addressing them promptly!
If you believe your item is faulty, please contact us immediately with photos of the issue. We may request the product be returned for inspection. If confirmed faulty, we’ll offer either a refund, store credit, or replacement, depending on what’s most appropriate.
How long do I have to return an item?
Returns must be initiated within 10 days of receiving your item(s). Requests beyond this timeframe may not be accepted. If you are away or can not meet this timeframe please contact us - occasional exceptions may be made on a case by case basis.
Can I just order a new size, and send the wrong size back for a full refund?
You’re welcome to order a new size straight away if you’d like to receive it sooner or are worried it may sell out - many customers do this! However, please note that this doesn’t mean a refund will be issued once the original item is returned.
Once your return arrives back with us, we’ll issue a store credit for the value of your item. You can use this credit toward a new order, save it for a future purchase, or even pass it on to another dog lover - it’s completely up to you. Credits don't expire, so there is no rush to use it. We don’t offer refunds unless a product is faulty or damaged.
Contacting Us
What is the best way to contact POINTER & HOUND?
The best way to contact us is by filling out the form on our Contact page.
Is there a phone number I can call?
No - We don’t have a phone line.
All customer service is handled via email or online chat - it helps us keep track of everything properly and make sure nothing gets missed. We’re a small team of two, and to be honest… there’s nothing we can’t sort over email.
We know it can feel urgent sometimes (especially if you’re excited about your order or need to make an exchange), but please hang tight and follow the process like everyone else - we promise we’ll get you sorted! 🐾
What is your response time?
We’re a small team (just two of us!) - so please keep that in mind 🐾 Our response time is up to 48 hours, but we’ll always get back to you as soon as we can - which is usually pretty quick!
We promise we’re not ignoring you, and sending multiple emails or DMs won’t speed things up - it just makes our inboxes a little crazier 😅
Thanks for your patience and understanding while we work through messages in the order they come in.
What if I haven't heard back?
If you haven’t heard back from us within 48 hours, please feel free to send a follow-up!
Just make sure you’ve either filled out our online contact form or emailed us directly at info@pointerandhound.com - some people accidentally reply to our automated 'noreply' emails and wonder why they never hear back 😉
Also, check your junk or spam folder - occasionally our replies end up hiding in there.
If you’re reaching out about a sponsorship or social media collaboration, please note we don’t reply to all of these. We truly appreciate the interest, but as a small team, we simply don’t have enough hours in the day. If you haven’t heard back, it unfortunately means it’s a no this time.
Our Products
Who designs your products?
All of our products are personally designed by Christina, the founder of POINTER & HOUND 🐾
From the unique sizing and fit to the patterns and finer details, everything is carefully developed in-house. Nothing we make is “off the shelf” - each piece goes through months of design, testing, and refinement to ensure it’s stylish, practical, and truly unique. You won’t find our custom designs anywhere else.
Where are your products made?
All POINTER & HOUND products start with original designs here in New Zealand, before being carefully brought to life by our trusted manufacturing partners in China. These factories have decades of experience producing premium-quality goods and share our commitment to exceptional craftsmanship.
We work closely with ethical, skilled teams who uphold high standards at every stage - ensuring each product meets the quality our customers (and their dogs) expect.
Can you customise a product for me?
We don’t offer custom or one-off products, sorry! All POINTER & HOUND designs are original and produced in partnership with our factories, which require high minimum order quantities to bring our unique designs to life. Because of this, we’re unable to make individual customisations.
Do your products come in any other colours?
If we had other colours… you’d see them on the website 😉
We do launch new shades and variations from time to time - but you’ll have to wait and see what’s coming next. Keep an eye on our social media and emails - that’s where we spill the secrets first 👀
How do I wash the products?
Each product has its own care instructions, so it’s important to follow them carefully. In most cases, a gentle or delicate machine cycle on a cold or warm temperature will do the trick. Avoid tumble drying unless stated otherwise.
Because many of our products (like harnesses, collars, and jackets) contain buckles and hardware that can knock around in the wash, we designed our very own POINTER & HOUND Wash Bags - they’re larger and padded, unlike standard thin lingerie bags. These protect your gear while still giving it an effective clean.
If you’ve invested in good gear, it’s worth investing in how you care for it too - it’ll last longer and stay looking like new 🐾
Do you cater for dogs of all sizes?
We do our very best to cater for as many dog shapes, breeds, and sizes as possible - but just like human clothing, there’s no true one-size-fits-all.
Our Signature Harnesses and Jackets come in extended size ranges to accommodate a wide variety of breeds, but it’s simply impossible to create a perfect fit for every single dog.
If you’re unsure whether a product will suit your pup, please get in touch! We’ll always give you honest advice - we’d never recommend something that isn’t right for you or your dog 🐾