Shipping
How long does shipping take?
1.All orders are processed within 1–3 business days. Delivery typically takes 7–9 business days after dispatch.
How much does shipping cost?
Free shipping on orders over $69. Orders under $69 are charged a flat rate of $4.99.
Do you ship worldwide?
Yes — we ship internationally. Delivery times may vary slightly by destination but typically fall within the 7–9 business day window.
Will I be charged customs duties or import taxes?
No. All customs duties and import taxes are covered by us. There are no surprise fees at delivery.
How do I track my order?
Once your order ships, you'll receive a tracking number via email within 24–48 hours. Please allow up to 48 hours for tracking to update.
Returns & Refunds
What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be unused, in original packaging, and in the same condition as received.
How do I start a return?
Email us at support@elaropets.com with your order number and reason for return. We'll respond within 1–2 business days with instructions. Please do not send items back without contacting us first.
How long does a refund take?
Once we receive and inspect your return, approved refunds are processed within 5–7 business days to your original payment method.
My item arrived damaged — what do I do?
Please contact us at support@elaropets.com within 7 days of delivery with a photo of the damage and your order number. We'll make it right.
Products & Materials
Are your products safe for pets?
Yes. All ELARO PETS products are made from non-toxic, pet-friendly materials — including eco RPET webbing, genuine leather, climbing-grade nylon, and food-grade corn starch.
Are the waste bags truly biodegradable?
Yes. Our cat waste bags are made from biodegradable corn starch. Our dog poop bags use HDPE with EPI biodegradable technology — both break down significantly faster than conventional plastic.
Can I machine wash the harnesses and leashes?
No — the metal hardware and leather components should not be machine washed. Spot clean with a damp cloth and air dry in a cool, ventilated place.
What materials are used in HiDREAM harnesses?
Webbing: Eco RPET diagonal weave. Hardware: Matte zinc-alloy or stainless steel. Handle: Genuine leather. Rope: High-density climbing-grade nylon or polyester braid.
Sizing
How do I choose the right harness size for my dog?
Each product page includes a detailed size guide with neck and chest measurements. We recommend measuring before ordering. When in doubt, size up — all our harnesses are adjustable.
How do I size the Bobo cat harness?
The Bobo fits cats with neck 21–31 cm and chest 32–53 cm, up to 8 kg. Measure your cat before ordering — due to different measuring methods, a 1–3 cm variance may occur.
Is the slip lead suitable for all dog sizes?
The HiDREAM Slip Lead is designed for small to medium dogs. It weighs approximately 98 g with a tensile strength of ~150 kg — strong yet lightweight for everyday use.
Contact
How can I get in touch?
mail us at support@elaropets.com and we'll get back to you within 1–2 business days.
Do you have a live chat?
Yes — you can reach us via the chat icon on our website during business hours.
Can I change or cancel my order after placing it?
We process orders quickly, but if you need to make a change, contact us at support@elaropets.com as soon as possible. We'll do our best to help before the order ships.