FAQs

General

  • Where are you located?
Our head office is located in Toronto, Canada. 
  • Do you have retail stores?

Our Haru is an online store, we don’t have a physical store yet.

  • Do you do collaborations with influencers?

Our Haru Ambassador’s Program is currently under construction.

  • Do you offer wholesale?

Our Haru is a multi-brand collective store. Unfortunately, we do not offer wholesale or partner with other e-comercial stores.

 

Products

  • Do you carry brands other than Korean brands?
Currently, we carry Korean brands only.
  • The item I want is sold out, is there anything I can do?

If an item you want is out-of-stock, You can visit the product page of any sold-out item, select the size and color, and simply sign up to be notified when the item is back in stock. 

Please note: For our more seasonal items, we cannot guarantee they will be restocked. Also, we do not guarantee that any product will be restocked because some items might be discontinued. If you have any questions about an out-of-stock item, please contact ourharu.com@gmail.com or DM us at ourharu_com on Instagram with the item information.

  • How can I find out more information about a product?

You can learn about all of our products on their individual product pages. If you have additional questions, please contact us at ourharu.com@gmail.com

  • When do you introduce new products/brands?

Every season and even in between! We carefully select products and brands to be shown in Our Haru collection. You can subscribe to our newsletter to be the first to know when we have new items in our store.

  • What is the quality of your products?

We strive to always offer a combination of great fit, superior value, and head-turning styling! Our Haru works hard to bring you the same or better quality than more expensive brands with the utmost attention to fit and fashion. We help you and your pet live together comfortably and hassle-free with high-quality and innovative products.

  • What is the best winter jacket/coat for my dog?

Our collection is full of amazing styles to keep your dog warm and comfortable during the winter season. We collect winter clothes to match a variety of tastes, fur types, and activity levels.

  • How do I wash my dog’s clothes?

For coats, machine wash in cold water along with similar color clothes. Dry flat. For raincoats, wipe the excess water and mud with a soft towel. Full washing and care instructions are found on product description.

 

Size and Fit

  • How can I find the right size for my dog?

You can check the corresponding size chart in each of the products. Due to the unique construction and intentional hugging fit of our apparel, please measure your dog carefully, and when in doubt, size up! 

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

When in doubt, please choose the larger size. If you have questions about sizing or how to measure your dog look into our size guide or send us an email at ourharu.com@gmail.com or DM us at ourharu_com via Instagram we’re here to help you choose the perfect fit for your dog.

 

Orders

  • How long will it take to receive my order?

This will depend on the shipping method selected at the time of your order. All orders are fulfilled within 48 hours unless express shipping is selected, which will ship the next business day.

  • Can I cancel or modify my order once placed?

Yes, if the order has not yet been fulfilled. If you wish to cancel or modify your order, send an email as soon as possible to ourharu.com@gmail.com. Please include your order number, the reason for canceling, or the modifications you need. We want you to get exactly what you want and be fully satisfied!

  • What is my tracking number?

Your tracking number will be included in your shipping confirmation email. You can always login into your account and look up your order information when needed. If you experience any trouble finding your tracking information, please don’t hesitate to contact us and we will happily provide you with the information.

  • I didn’t receive an order confirmation email.

Please check your spam/junk folder. If our emails do go into your spam folder, please mark it as "Not Junk" and add our email addresses as contacts so you won't miss our emails in the future!

  • Can discount codes be combined?

Discount or promotional codes cannot be combined. We will always honor the better discount for your purchase.

  • What if my discount code won't apply to my order?

If you are having any issues with a promotion applying to your order, please reach out to us at ourharu.com@gmail.com or DM us at ourharu_com via instagram.

  • What payment methods do you accept?

We accept most major credit cards and Google Pay. All payment is collected via Shopify Payments.

  • Can I purchase a gift card through your website?
Yes! Now we offer virtual gift cards through our website. They are sold in specific increments of $25, $50, $75, $100 or $150. The gift card will be sent to the email entered at checkout. If you wish to purchase a gift card for a custom amount, please contact us at ourharu.com@gmail.com
  • How can I redeem my gift card?

After you’ve added items to your cart and proceed to checkout, enter your gift card info into the “gift card or discount code” section to apply to your order. 

  • Can I add a promo code after my order has been submitted? (I forgot to add my promo code)

After order has been placed, promo codes cannot be applied. The promo or discount code must be entered in the discount box at checkout to receive the current promotion or discount before placing the order. If you want to cancel the order and place a new order with a promo code, please contact us at ourharu.com@gmail.com asap. 

  • The promotion ended, can I still use my code?

All promo codes are available for a limited time and while supplies last. Expired codes are no longer valid and cannot be used.

  • What can I do if my payment is declined?

Here are a few things to check if your payment didn’t go through: Check that your card’s details - security code, expiration date, and billing address – match what you’ve entered into our system. If you’re still having difficulty, it’s best to check with your card issuer before trying again. If none of these apply, please contact ourharu.com@gmail.com.