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ask me faqs
frequently asked

Questions

How do I know if the carrier is the right size?

The ONLY way to ensure a carrier is the PROPER SIZE is to MEASURE your pet.

Please Measure your Pet’s Height when Standing.

Length – measure from the tip of their tiny wet nose to the end of their wiggly little butt.
Height – measure from the ground to the top of their adorable head.
Weight should be used as a guideline only. We recommended the Miso Pup Carriers for PupSize® dogs and other small animals that weigh approximately 8 lbs. or less. Maximum weight capacity is 15 pounds.

As a general guideline, your dog should be able to stand comfortably in the carrier, turn around easily inside, and lie down without difficulty.

How do I measure My Pup?

Measure your Pet’s Height when Standing.

Length – measure from the tip of their tiny wet nose to the end of their wiggly little butt.
Height – measure from the ground to the top of their adorable head.As a general guideline, your dog should be able to stand comfortably in the carrier, turn around easily inside, and lie down without difficulty.

What is the Maximum Weight?

Miso Pup products were specifically designed and made for PupSize® dogs, weighing 8lbs. or less.

The Miso Pup Interchangeable Pet Carriers can hold quite a bit of weight, we suggest maximum weight of a pup & your belongings not to exceed 25lbs. As a pet carrier, the only way to ensure proper size is to measure your pup. Typically, dogs weighing under 10 lbs. find the mesh “base” pet carrier to be comfortable.

To ensure pups and parents stay safe, we suggest that the Maximum weight for The Miso Pup Dual Strap Sling Carriers do not exceed 8lbs.

How can I clean my Miso Pup bag ?

Use a damp cloth and mild soap to remove dirt and stains.

Are the Slings Machine Washable?

Yes ! The Miso Pup Dual Strap Sling Carriers are machine washable. The fabric we use have been pre-washed and pre-shrunk and you can expect about 2% shrinkage.

Please note- You can either lay flat or hang to dry and if you want to put the Sling in the dryer, please make sure you wrap the sling in a towel or secure the metal hardware, so it doesn’t cause damage to your dryer.  Also, please make sure you check and inspect the sling periodically and after washing, for any lose seams or damage. We want to make sure you and your pup stay safe.

How do I reshape my Miso Pup Mesh Carrier?

Reshaping the Miso Pup Mesh Carrier is easy.

Due to the nature of the carrier’s material, the bag will need to be reshaped from time to time. In cold climates the Mesh carrier will be stiffer and in warmer climates, the faux leather will soften. For shipping purposes, the carrier will be folded when it arrives and the bag will often have wrinkles and creases.

Don’t worry, in time and with use, the bag will return to its original shape. To return the carrier to its original shape, try these helpful tips:

1. Place the carrier in a warm place, out of direct sunlight, and allow the carrier to reshape itself.
2. Allow you pup to get in the carrier, their weight and warmth will help the carrier and your pup settle in.
3. Using a hair dryer, blow medium heat over the area – in 60 second increments.
4. Pop it in the Dryer, place the Mesh bag the included dust bag and along with some towels, normal settings (medium heat), for 60 second increments.

Pass a hand over the wrinkles to smooth them out as much as possible and pinch or fold the edges & corners to help reform the structure as it cools. For difficult areas, like the bottom of bag, gently push out the crease. Repeat in 60 second increments, until the winkles and creases have been minimized or disappears. Attaching the Mesh bag to a “Shell” tote, will also help return the bag to its shape, as it cools to normal room temperature. Please note that the Mesh bag will correct it’s self in time and with use.

Please note, Damage may occur if exposed to extreme heat for periods of more than one minute. As a reminder, please keep the carrier away from high heat, open flames, as they are made with plastic and are highly flammable. Also, please use caution as the bag and metal hardware may be get extremely hot if exposed to heat.

Do you offer a Warranty?

At Miso Pup, we believe in all of our products and hope you and your PupSize® dog are as over the moon with them as we are. We offer a one year limited warranty on all new Miso Pup products, warranty them against defects in materials and workmanship, when purchased from Miso Pup or an authorized Miso Pup retailer. This warranty does not cover products purchased from unauthorized retailers or not owned by the original consumer. To learn more, Visit our Our Warranty information page.

Why do I need to Register my Miso Pup Products?

Product registration provides us with easy proof of ownership and ensures that important information regarding your purchase is in our system. Registration is especially helpful if your original proof of purchase is misplaced or lost and in the event warranty service is requested.

If you haven’t registered you Miso Pup products, please register you products now.

What forms of payment are accepted for online purchases?

We accept VISA, MasterCard, American Express, Discover, PayPal and Check/Debit cards with a VISA or MasterCard logo.

Is ordering over the internet secure?

Yes. We’ve taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server.

When will I be billed?

We do an authorization when the order is placed to verify that the funds are available. We do not charge your card or account until the order has been shipped.

Do I have to pay sales tax on my order?

We are required to charge sales tax to orders sold and shipped within the State of Nevada. Sales tax does not apply to orders shipped to addresses in other states.

How will I know if my order is confirmed?

You will receive an order confirmation via email.

Can I make changes or cancel my online order?

Please contact us immediately via email customerservice@misopup.com or by calling 1-844-MISO-PUP (1-844-647-6787).

If you contact us within 24 hours of placing your order it may be possible to make changes. However, once an order begins processing no changes can be made. Most orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure.

Can I change the style, color or size after an order is placed?

Please contact us immediately via email customerservice@misopup.com or by calling 1-844-MISO-PUP (1-844-647-6787). If you contact us within 24 hours of placing your order it may be possible to make changes. However, once an order begins processing no changes can be made. Most orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure.

When is my order shipped?

Orders are typically shipped on the same or next business day of when they are placed, except for Pre-Order items. We initiate shipments Monday through Friday. Expedited Shipping orders must be placed by 12:00 pm PST.

Most orders in the continental USA ship arrive within 2 – 7 business days. Orders to Hawaii and Alaska arrive within 3-10 business days. Orders to US Virgin Islands, Guam and Puerto Rico can take up to 14 days to arrive. International orders will vary, based on locations and carrier.

The shipping times do NOT include the actual day of shipment. Our carriers, USPS & FedEx, consider the first day in transit to be the day after we ship.

How can I track the status of my order?

If you have an account with us, please Sign In and go to your Manage Account Page. Click on “Order Number” to see the status of your order.

What if I place an order and the item is out of stock?

In the unlikely event that we are unable to fill your order, you will be notified via email. Your credit card/PayPal account will not be charged. You can also check the status online by signing in to your account and going to “My Orders”.

What is a Pre-Order item? What if I want to cancel a Pre-Order?

A Pre-Order item is one that you are ordering before we have it in inventory. You may cancel a pre-order item up until the time your order has begun processing.

To cancel a pre-order item, please Sign In to your account and go to “My Orders”. Click “Order #” to check the status of your order. If the order has not started processing, then next to the item(s) there is a cancel button. You may cancel it yourself there or you may contact customer service via phone or email to assist you. Once your order has been sent to a shipping department it may no longer be cancelled.

 

 

 

What locations do you ship to?

We currently offer worldwide shipping to more than 220 countries around the world, however we are unable to ship to Cuba, Iran, Myanmar, Syria, Sudan and N. Korea.

In the Continental US, including Hawaii and Alaska, we ship via United States Post Office (USPS) or FedEx

For International Orders, we use Federal Express International (FedEx). We also offer services through our merchant partner, MyUS.com.

If you want or need orders shipped in a specific way, please contact us.

What are International shipping options- outside the continental USA?

Shipping outside the Continental USA- including Canada

Through our Merchant Partner MyUS.com, a premiere shipping service, we can offer International Shipping to more than 220 countries around the world, however they are unable to ship to Cuba, Iran, Myanmar, Syria, Sudan and N. Korea.

International Customers will need to sign up for an account with MyUS.com. For More information, View Our Full International Shipping Policy and Procedure.

Customers outside the USA can contact us directly for additional international shipping options. Please note that Miso Pup’s International Shipping policy is as follows:

International shipping cost and delivery times, outside the USA, will vary based on location. Shipping time frames are dependent on various factors such as items selected, shipping destination and the shipping method selected. During checkout, a more accurate shipping estimate will be provided.
The shipping times do NOT include the actual day of shipment. Carriers consider the first day in transit to be the day after we ship. Shipping times are not guaranteed.
Shipping options and rates are provided upon checkout. You do NOT have to enter billing information to see your shipping rates. Shipping charges excludes customs duties, tariffs, taxes, and brokerage fees.
International Orders may be subject to import fees, customs duties, value added taxes (VAT), etc. and are NOT included in the shipping costs you pay when you place your order with us. You will be responsible for paying these charges upon delivery.
Please note that MANY countries charge duty/tax when the shipment arrives in that country, which can often amount to 35% of the value of the shipment. Miso Pup cannot provide information about these fees. Please contact your customs office for detailed information.

Shipping options and costs are viewable at checkout.

Please visit our Shipping Policy page for additional information.

What are the shipping options within USA?

In the Continental US, including Hawaii and Alaska, we ship via United States Post Office (USPS) and Federal Express (FedEx).

Most orders in the continental USA ship arrive within 2 – 7 business days. Orders to Hawaii and Alaska arrive within 3-10 business days.
US Territories – Orders to US Virgin Islands, Guam and Puerto Rico can take up to 14 days to arrive.
The shipping times do NOT include the actual day of shipment. Shipping carriers, consider the first day in transit to be the day after we ship. Shipping times are not guaranteed.
APO/FPO – Military Addresses. We ship USPS mail to APO and FPO addresses. Orders are shipped via USPS Parcel Post and can take up to 4-6 weeks for delivery.

Please note that we cannot ship to P.O. Boxes, as our shipping carriers require a valid street address for delivery. Also currently, we can only have one shipping address per order. However, you may place multiple orders or email us. Shipping charges are per address.

Shipping and handling charges depend on the size and weight of your package and your ship-to destination. The cost for shipping is based upon total order amount. To know the exact shipping and handling charges before you buy, simply add items to your shopping cart. Shipping Rates are calculated prior to checkout.

To learn more see our Full Shipping Policy.

What are the shipping fees?

Shipping and handling charges depend on the size and weight of your package and your ship-to destination. To know the exact shipping and handling charges before you buy, simply add items to your shopping cart. Shipping Rates are calculated prior to checkout.

Please view our full Shipping Policy for more details. Please email customerservice@misopup.com with any additional questions about shipping.

When is my order shipped?

Orders are typically shipped on the same or next business day of when they are placed, except for Pre-Order items.

We initiate shipments Monday through Friday. Expedited Shipping orders must be placed by 12:00 pm PST.

Please note- If your order includes several items, they may ship separately and at different times, so that we can deliver your purchases to you as efficiently as possible. Our shipping confirmation emails will let you know which items of your order has shipped.

How will I know if my order has shipped?

We will send you a shipping confirmation email when all or part of your order is shipped that will include the tracking number. You will be sent a shipping confirmation email with a tracking number for every shipment.

How do I track my shipment?

When your order ships, you will receive a tracking email from us. You can also track your order by logging into your account and going to My Account / My Orders.

Can I ship an order to a P.O. Box?

No, we cannot ship to P.O. Boxes. Our shipping carriers require a valid street address for delivery.

Can I ship an order to multiple addresses?

At this time we can only have one shipping address per order. However, you may place multiple orders. Please note that shipping charges are per order, per address.

How do I do an exchange?

For exchanges please follow the return process and place a new online order.

What is your return policy?

At Miso Pup, our return policy is simple: If you aren’t 100% happy, then we aren’t happy. We offer a 30-day return policy on all unused merchandise purchased through our website, www.misopup.com. Any items purchased from retail stores and other online retailers must be returned to the original place of purchase.

Only unused merchandise, with original tags and packaging, may be returned for a full refund or exchange within 30 days from the ship date, less the shipping cost. A 15% restocking fee will be applied on all returned merchandise that are not packaged in the original packaging or are missing tags or accessories.

Due to health regulations, used merchandise cannot be returned, as the product cannot be resold. If there is pet hair, odor or dander we cannot offer a full refund. We do not offer refunds on shipping costs, only the returned products.

Please note some pups will take more time than others to adjust to their new carrier, so please be patient. It is your responsibility to measure and acclimate your pup to the carrier. If you have any further questions please contact us at customerservice@misopup.com

Read Full Return Policy

What to do if your merchandise was damaged or defective?

If you receive an item that is defective or damaged, please call us at (702) 332-1200 or 1-844-MISO-PUP within 7 business days and we will exchange the item. Please note, that we require all damaged items sent back to us. Proof of purchase is required for warranty service.

If a package arrives damaged, it’s best for Customer to refuse the package. If the Customer signs for and keeps the package, the Customer should note the damage when signing for it so that a claim can be filed with the carrier. Miso Pup will not be responsible for Merchandise damages cause by shipping carrier while in transit.

What is the return process?

We want you (& your pup) to be 100% satisfied, so returns are easy.

To return an item, just simply contact us at customerservice@misopup.com or toll-free 1-844-MISO-PUP with the following information, to request a Return Authorization:

Customer Name:
Email:
Phone:
Order No:
List of item(s) being returned:
Reason for return:

Where do I ship my online return?

Once you receive a Return Authorization Number, you can return the item(s) to:

Miso Pup
4132 S Rainbow Blvd, Suite 125
Las Vegas, Nevada 89103

Please ensure that your package is clearly mark your RETURN AUTHORIZATION NUMBER, in order to expedite the return process

How do I ship my online return?

For tracking purpose, returns must be shipped by an insured carrier only. Customers are responsible for all shipping costs related to returns and exchanges. Shipping and handling charges are non-refundable. Your shipment must be sent prepaid. We do not accept C.O.D. deliveries or Overnight Express.

Please clearly mark your RETURN AUTHORIZATION NUMBER on the package in order to expedite the return process.

When will my purchase be refunded?

Once the returned item(s) is received, a credit will be issued in the original form of payment used for the initial purchase within seven business days. Please allow up to 2 billing cycles from the time we receive your item(s) for your credit to appear on your credit card statement.

International Returns

Refund amounts for returned items will be credited in the same currency and exchange rate as your original tender. To ensure we credit you properly, please include your packing slip and complete the information, including your telephone number, so we may call you with any questions. Please note that shipping fees are not refunded. Please allow three (3) weeks for the return transit time, plus an additional 4 business days upon receipt for the return to be completed and the refund to be issued to your account. If you provide an email address, we will send an email when your return has been received and processed.

What is the best way to contact Miso Pup?

For customer service requests and inquiries please contact us by e-mail at customerservice@misopup.com or by phone at (702) 332-1200 or toll free at 1-844-MISO-PUP.

How do I change my account details?

To change your account detail, visit your Edit Account page. There you can email address and password.

How do I change my address and Shipping address?

To change your address and/ or shipping address, Visit your Manage Account Page. If you’ve placed an order and need to change your shipping address, please contact us right away- by email customerservice@misopup.com or by phone 1-(844)-MISO-PUP.

How do I measure My Pup?
Does Miso Pup provide donations for events?
Can I submit a photo of my dog?

Yes, Please ! We love seeing those adorable tiny wet noses and wiggly little butts and would love to feature your pup on our site. Simply upload your photo on our Photo Submissions page.

You can also tag us on

Instagram using @misopup
Twitter using @misopup
Post a Comment on our Facebook page.

How do we become an authorized retailer?

For wholesale requests and inquiries please contact us by e-mail at customerservice@misopup.com or by phone at (702) 332-1200.

Do you have an affiliate program?

Yes. View our Affiliate Program page or contact us by e-mail at customerservice@misopup.com or by phone at (702) 332-1200.

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