FAQ

GENERAL

Where are you located?

Our head office is located in Sioux Falls, South Dakota. Our products are available across North America.

How can I keep up to date on all of your fabulous new styles?

Follow us on Social Media where you can stay up to date on the latest trends, styles and new products! @mybrunsly. 

You can also sign up for email updates on all our styles and promotions!

SHIPPING

How quickly will I receive my order?

Packages shipped in the United States are typically received within 3-5 business days, however we do offer expedited shipping that you can select at checkout! If you are shipping to a location outside the USA or Canada packages are typically received within 10-15 days. If you live in a remote location it may take slightly longer.

Where does Brunsly ship?

We currently ship within the continental United States, Canada, U.K. and Germany, with a few exclusions.

We are always looking to expand how many countries we ship to, stay tuned!

What is your shipping policy?

In the continental United States, shipping on orders over $80 is free. All others are per shipper costs in checkout.

If shipping outside of the US, shipping cost will vary based on location.

Can I expedite my order?

We do offer upgraded expedited shipping that you may select at checkout for a faster delivery! 

I did not receive a confirmation email, did my order go through?

It is unlikely, but order confirmations may be delayed, and could end up being marked as junk/spam in your email inbox. If you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records and contact us bark@Brunsly.com or call 605.215.1068 with any concerns.

Can I cancel or modify my order once placed?

We strive to process and ship your order as quickly as possible! Once an order is processed, please contact us at bark@Brunsly.com or call 605.215.1068 with any concerns. We also offer quick and easy returns or exchanges!

We’re here to help!

Office hours are Monday – Saturday from 9:00 am - 6 pm, EST. Please email us at bark@Brunsly.com or call 605.215.1068.

How can I find my tracking number to track my order?

Your tracking number will be included in your shipping confirmation email. You can always look up your order information on your Brunsly account. 

If you are having trouble finding your tracking information, contact us and we will happily provide this for you.

RETURN AND EXCHANGE POLICY

Can I exchange or return my online purchase?

Absolutely, if you’re not happy with your purchase, we’re not happy and we will make it right. Please contact us if you need at hand finding a better size or style. You may return or exchange your purchase for up to 15 days after purchase, excluding Special Ordered or custom designed merchandise.

Just note that in order to be eligible for a refund or exchange, the product must be in new condition with tags and packaging included. Products must be clean and free of dog hair.

Preparing Your Return

To return a shipped item to Brunsly, please follow these steps.

• Email us at returns@Brunsly.com, stating the reason for return.
• Brunsly customer service will email you a prepaid return label.
• Include the packing slip and all original documents in the package.
• Put the pre-printed return label on the center of the box, and the pre-printed return address label on the top left corner of the box.
• Ship your package pre-paid and insured for the full purchase price.
• Your packing slip MUST accompany the return.
• All returns will be inspected by our Quality Assurance team before we can process a refund.
• We will credit your original payment method, excluding delivery charges, within one week of receiving your return.

Brunsly isn't responsible for merchandise that's not received or not returned in accordance with these terms.

PAYMENTS & SECURITY

What payment options do you offer?

We accept Visa, Mastercard and American Express Credit cards. Payments can also be made with Google Pay and Apple Pay.

When will I be charged for my purchase?

You will be charged within 24 hours from the time you place your order.

Are payments on your website secure?

Yes, your security and privacy are our priority. All payments processed on luxmutts.com are safely handled by Shopify. Shopify is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.

CONTACT

How can I contact Brunsly?

We are here to help you and your pooch! You can reach out to us

via

email: bark@Brunsly.com, 

click here to use our contact form

phone: 605.215.1068

We strive to return all inquiries within 24 hours during business days.

Do you work with Influencers?

We do! We are always looking to build organic relationships with adorable and creative pups who love supporting our brand. Please contact us on Social Media or send us a message if you are interested.

Do you need Brunsly Models?

My dog is a natural star! Awesome! We’re always looking for dog models and would love to connect. Send us an email bark@Brunsly.com

Products

How do I choose the best bed size for my dog?

Just like us, pups have different sleep preferences! If your dog prefers to sleep snug and curled up, we recommend the following sizes;

Small: up to ~20 lbs 

Medium: up to ~40 lbs

Large: up to ~60 lbs

X-Large: up to ~100 lbs

If your dog sleeps sprawled out, we recommended sizing up. If you have multiple dogs snuggling together, size one to two sizes up.

Do you offer sizes for toy breeds?

We do! 

Size & Fit

How can I find the right size for my dog?

We recognize that every pup is different and has a unique size. That is why on all of our products we have a size guide where you can find the perfect size for your pup!

Do you offer sizes for my giant breed?

We do! We offer lines that fit up to size 36. They could almost fit a small horse!

What do I do if my dog is in between sizes?

We recommend sizing up if your dog is between two sizes.

Why are your sizes numbered?

Our sizes are numbered to allow for the best fit possible! 

The size of our product directly correlates to the back length of your pup. For example, a size 10 will usually fit a dog with a 10" back length.

Each size has a variance of two inches in back length to allow for a better fit and a broader array of dogs we can service!

PRODUCT CARE

Washing

Most of our products are machine washable but you should always refer to the garment label to ensure the best possible care. We recommend hanging to dry when possible.

Quality

We pride ourselves with our high-quality products and top-notch designs. If you have any concerns with your product, please email us at bark@Brunsly.com with details and photos of the garment/product to discuss your concern.

Sustainability

What kind of sustainability practices does Brunsly have in place?

Sustainability in all of our business practices is extremely important and core to our company. That is why we use compostable corn shippers, recyclable bags & boxes, efficient shipping methods and we practice sustainability in our office. We are always looking to extend these efforts even further by coming up with new ways to practice sustainability within our business.