Product FAQ
Payment and Orders
What payment methods are supported?
Currently, we accept Visa and Mastercard. We will gradually add more payment methods in the future to facilitate customers in different regions.
How long does it take to ship after placing an order?
We process and ship your order within 1-3 business days (excluding weekends and statutory holidays).
After shipment, the estimated delivery time is 14 days. The specific delivery time may be affected by factors such as the destination, customs clearance, peak shipping times, and force majeure.
Once shipped, we will send you a tracking number so you can track the status of your package at any time.
Can I modify or cancel my order?
Please contact customer service as soon as possible during the order processing period. We will do our best to assist with modifications or cancellations.
If your order has already been shipped, you cannot cancel it directly. You can follow the return and exchange process after receiving the goods.
Logistics and Delivery
How can I check shipping information?
After shipment, we will send the shipping company and tracking number to the email address where you placed the order. If you haven't received your package, please check your spam or junk mail. If you still can't find it, please email support@ocylr.com and we'll assist you.
What if my package hasn't arrived for a long time?
If you haven't received your package for more than 20 days after shipment, please contact Customer Service and provide your order and tracking number.
We'll immediately verify with the shipping company. If the package is confirmed lost, we'll resend or refund it, depending on the circumstances. (If you're seeking a claim, you'll need to provide proof of receipt/loss.)
Are there any customs duties or import taxes?
Some international orders may incur customs duties or import taxes in the destination country. These charges are generally your responsibility (unless otherwise stated at checkout).
We recommend that you understand local customs policies before placing an order to avoid unnecessary delays or additional fees.
Returns, Exchanges, and After-Sales Service
What if my size isn't right or I need to exchange an item?
You may request a return or exchange within 30 days of receiving your product:
Send a return request email to support@ocylr.com, attaching your order information and product photos.
Once your return is approved, follow the return process.
If the product is not defective, return shipping costs will be borne by you.
What if there are quality issues with the product?
If you discover quality issues, wrong shipment, or shipping damage, please contact us as soon as possible after signing for it and provide clear photos and a description of the problem.
Once confirmed, we will prioritize a free return or refund and cover any shipping costs.
Sizing and Measurements
How to choose the right size for your pet?
Please refer to the following three measurements:
Chest Circumference: Use a soft tape measure to measure around the widest part of your pet's chest (behind the front legs), allowing for natural breathing, leaving 1–2 fingers (approximately 1–3 cm) of allowance.
Neck Circumference: Measure around the widest part of the neck (where the collar is), also leaving 1 finger of allowance.
Back Length: Measure from the base of the neck (behind the shoulder blades) to the base of the tail, excluding the tail length.
What should I choose if my pet is between two sizes?
If overweight or requires more freedom of movement, we recommend sizing up.
If you want a closer fit (such as thermal underwear), we recommend sizing down.
Always use chest measurement as the primary guide.
Material and Safety
What are the common materials used for these products?
Common materials include: pure cotton, cotton blends, polyester, nylon, Oxford cloth, waterproof PU fabric, and imitation leather/PU leather.
Each product detail page will indicate the specific material and care instructions; please refer to the product page for details.
Will the clothing fade or shed?
Dark or printed fabrics may fade slightly during the first wash. This is normal. We recommend washing them separately or with similar colors.
Plush products will shed a small amount with normal use, which will not affect their use. If they shed excessively, please contact us.
What are the materials and strength of the collar and leash?
Each product page will indicate the material (e.g., nylon, genuine leather, PU), the type of fastener (quick buckle/metal buckle), and recommended weight range or breed.
Please select the appropriate strength level based on your pet's weight and pulling habits.
Can bow ties or bibs be worn all day?
Most of these accessories are detachable, so they are fine for short-term wear (e.g., for photo shoots or outings).
However, they are not recommended for all-day wear or when left unattended due to the risk of tangling or scratching.
Are necklaces or jewelry with small accessories safe?
Accessories with small accessories pose a risk of biting or swallowing.
Do not allow pets to wear accessories unattended, and always follow the safety instructions on the product page.
Other FAQs
Will product images match the actual product exactly?
We strive to reproduce the true colors in our photography, but slight variations may occur due to monitor variations, lighting, and batch variations. This is normal.
My pet has sensitive skin. How can I choose the right material?
Please be sure to check the material information listed on the product detail page. If your pet has allergies, we recommend:
Test the product on a small area for a short period of time;
or consult a veterinarian before purchasing.
My pet is a cat or rabbit. Can it wear this?
Some small pet clothing is also suitable for cats or small pets (such as rabbits).
Please be sure to select the size based on chest circumference, neck circumference, and back length. Exercise caution and avoid styles that may cause tangling or restriction.