Inquiries about Hotpooch website or online purchases

Contact Support


If you have questions about a product or service offered by HOTPOOCH, you can reach out to our customer support team by sending an email to

This email address is specifically set up for customers to get assistance with any issues or inquiries they may have. Whether you're having trouble using a product, need help placing an order, or have a question about your account, the HOTPOOCH team is ready to help.

Order Help

If you need help with an order that you placed with HOTPOOCH, send an email to with your order number and a description of the issue you are experiencing.

A customer service representative will review your request and get back to you as soon as possible to help resolve the issue.

Whether you need to cancel an order, modify an order, or address any other issues, the HOTPOOCH team is here to help.


What materials are your products made of?

Our products are made from vegetable-tanned, full-grain real Italian leather. Our fur items are made out of sheepskin, ethically sourced.

How do I choose the right size collar or leash for my dog?

We have detailed sizing guides and calculator available for each collar on our website to help you choose the perfect size for your dog. If you are unsure, feel free to reach out to our customer service team for assistance at

What are your shipping rates and delivery times?

We offer complimentary standard shipping on all orders worldwide. Shipping time varies depending on your location. Express 1-3 day shipping is available for an additional cost. Visit the shipping information page for more details.

All orders are provided with a tracking number via email once your order has shipped from our warehouse in Italy. If you have any questions or concerns about your order's shipping status, please don't hesitate to contact our customer service team for assistance.

Do you offer returns or exchanges?

Yes, we offer a 30-day return or exchange policy on all our products. If you are not satisfied with your purchase, please contact our customer service team for assistance. For more information visit the refund policy page.

How can I contact HOTPOOCH customer service?

You can contact our customer service team through our website's live chat feature or by emailing us at We strive to respond to all inquiries within 48 hours.