It is important to us that you get products that fit well.

To measure your dog for a backpack or harness, follow these steps:

1. Measure the girth: Use a flexible tape measure to measure your dog's girth, which is the widest part of their chest behind the front legs.
2. Measure the neck: Measure the circumference of your dog's neck, just above the shoulders.
3. Measure the length: Measure the length from the base of your dog's neck (where the collar would sit) to the base of their tail.

These measurements will help you choose the right size backpack or harness for your dog, ensuring a comfortable and secure fit. Be sure to consult the manufacturer's sizing guide for the specific product you are interested in to find the appropriate size based on your dog's measurements.

We recommend carefully trying on your new iEnergy products indoors, keeping the packaging intact, before your next adventure.

The best training belt for you depends on your specific needs.

The iEnergy ELI belt pouch, is ideal for dog or horse training. It features a main pocket that remains open for easy access during training, with a magnetic closure system and zipper for security. It can be worn over the shoulder or on the hip and offers pockets for mobile phones, keys, snacks, and more.

The iEnergy PAT WaistBelt, is designed for active dog walkers, offering hands-free storage for your valuables and your dog's essentials. It's available in different colors and provides room for doggie snacks, keys, poop bags, your mobile phone, and other necessities during your outings with your furry friend.

Our textile-based accessories are crafted in Hangzhou, China, by a socially-conscious, family-run company led by Mr. Xue. Our partnership with them dates back to 1999, involving regular visits both to their facilities and from their team to Europe. We have developed a strong bond of trust due to their commitment to quality, fair pricing, and reliability in their operations.

No size changes are allowed beyond the 30-day return period.

We are committed to sustainability and continuously working to enhance our products and practices. We are actively researching and improving our choice of materials to create longer-lasting products.

In 2024, we are planning to transition from using single-use PP bags to biodegradable packaging for our products.

In terms of transportation, we prioritise eco-friendly shipping methods over air freighting, and as a small team, we are continually refining our approach to product design, packaging, and processes to minimise our environmental impact. Your support helps us on this journey towards greater sustainability.

All of our products are machine washable. We advise you to wash at a cool 30 degrees and then lay flat to dry.

We greatly appreciate receiving feedback about our products and your shopping experience with us. Your thoughts and reviews are valuable to us, whether they are positive or provide us with opportunities for improvement. Look out for an email from us approximately 2 weeks after your order is placed, where you'll have the chance to share your review. Thank you for helping us enhance our products and services.

While our iEnergy dog products are designed to be durable and withstand regular play, no dog product is truly indestructible. A determined or aggressive chewer may eventually damage or wear down any toy. We recommend supervising your dog during play and choosing products that match your dog's size, age, and chewing habits to maximise their durability and safety.

Why do you use TPR for your iEnergy dog toys?

We use TPR (Thermoplastic Rubber) for iEnergy dog toys because it offers a safe, durable, and chew-resistant material that can withstand the rigours of play. TPR is non-toxic and gentle on a dog's gums, making it a suitable choice for interactive and chew toys, ensuring both fun and safety for your furry friend.

Why have you chosen to make the iEnergy OSC jumper from tricot fabric?

The choice to make the iEnergy OSC jumper from tricot fabric is because tricot is known for its excellent stretch, comfort, and breathability, making it an ideal material for active and athletic wear. It provides flexibility and a snug fit, allowing for ease of movement during physical activities, which is important for a jumper designed for sports or exercise.

Why do you use oxford fabric for the iEnergy backpacks?

Oxford fabric is used for iEnergy backpacks due to its durability, water resistance, and overall strength. It provides a reliable material that can withstand wear and tear, making it suitable for outdoor activities and carrying various items. Additionally, its ability to repel moisture helps protect the contents of the backpack, making it a practical choice for different weather conditions and environments.

What is the difference between dog leashes made from polypropylene and nylon?

The main difference between dog leashes made from polypropylene and nylon is the material used. Polypropylene leashes are typically more lightweight and have a smooth texture, while nylon leashes are known for their durability and slightly softer feel. Nylon leashes are often preferred for their strength and suitability for larger or stronger dogs, while polypropylene leashes may be a choice for those looking for a lighter option. Ultimately, the choice depends on your dog's size and your specific needs.

For information on International orders, please check out our delivery page.

Yes, we offer an Express Delivery option, but unfortunately this is limited. Please enter your address at checkout to confirm if you are eligible.

If you have been offered Express delivery at the checkout, your order will be with you in our fastest time frame, 1-2 working days. If you have not been offered express delivery, this means that unfortunately we are not able to currently offer Express to your address, but we are working to expand this out further.

Once your order is placed we are unable to change the delivery type.

Absolutely! We currently ship globally. The cost of shipping depends on the destination and weight.  *Please note deliveries to Switzerland may incur additional local charges.

Absolutely! The cost of shipping depends on the destination and weight.

We’re sorry to hear you’ve yet to receive your order!

We advise that orders can take between 2-7 working days.

We kindly ask you to allow these delivery times to pass before popping us a message - if for any reason this hasn’t reached you by the estimated delivery date, do let us know as we’d love to look further into this for you.

We are so sorry if your tracking is saying “delivered” but you can’t find the parcel! Delivery is usually very accurate, so please double check the following:

• Is the address on your order confirmation the correct address?
• Has it been left in a safe place where the postman usually leaves parcels?
• Has one of your neighbours accepted the delivery for you?
• Is there a calling card tucked anywhere?

Once you have been through all of these options, please do get in touch with us with your order number where we can advise further.

We are sorry to hear your order is on its way back to us! Once an order has been declared as ‘return to sender’, your order will make its way back to our warehouse and a refund will be processed - as much as we’d love to, we’re unable to send it back out but you’re most welcome to pop in a new order. Do follow the tracking link where you’ll be able to follow its journey back to us.

Once you’ve completed your order, you’ll receive a confirmation email from us. If this doesn’t arrive, please do check your junk or spam folder as sometimes they can be automatically routed here. If you’re unable to locate the email, it may be that there was a slight typo in the email address! Just get in contact with us at customersupport@ienergypets.comand we’ll be able to update your email address and resend the email.

We’re unable to amend any part of an order once placed, whether this be the products, or shipping address, so we do ask that you double check all details before you confirm your order. Once your order has been dispatched, you’ll receive an email with a tracking link to follow its journey - at this point, you’re more than welcome to reach out to them directly to understand whether or not they’re able to redirect your parcel for you.

Once an order is placed, it is sent straight to our warehouse for fulfilment and our team gets to work picking and packing. For this reason, we’re unable to cancel or make any changes - including removing, adding, amending any products within the order, it is just impossible to go through all of our orders to pull one out.

We are unable to offer gift wrap or gift notes at this time.

We’re not able to accept orders in advance, or place you on a waiting list for out of stock items or new collections. Our newsletter subscribers are the first to hear about new launches and restocks, so do make sure you’re signed up!

We are so sorry to hear that you have received a faulty item. We take great pride in the quality of our product, so we are disappointed to hear that a faulty item has slipped through. Please email customersupport@ienergypets.comwith a photo and description of your issue, and we can take a look at this for you.

We’re really sorry you’ve received an incorrect item! We’d love to look into this and kindly ask you send us an email oncustomersupport@ienergypets.comconfirming the item you’ve received along with the item that is missing.

We’re so sorry to hear this! Please email us oncustomersupport@ienergypets.comwith the item/s missing from your parcel as we’d love to get this sorted for you.

Unfortunately we are unable to exchange items, including size and colour swaps. Please follow the returns process and place a new order separately.

We currently accept all major debit and credit cards - you can also use PayPal, Shop Pay or Google Pay to pay for your order.

At the checkout we have a ‘discount code’ box, pop your code in here and hit ‘Add’, we’ll do the rest.

We’re sorry you’ve not received this! It’s always worth checking your junk/spam folder in case the email has routed here automatically. If you’re still unable to locate this, pop us an email oncustomersupport@ienergypets.com we can get this sorted for you.

We’re more than happy to supply you with a VAT receipt - just pop an email to us at customersupport@ienergypets.com and we can look into this for you

Customs and import duties are charged once the parcel reaches its destination country. Unfortunately, iEnergy has no control of these charges and they must be paid by the customer. To avoid any unexpected surprises, we suggest you check out what import charges may apply before you order!

We understand that sometimes you need to return an item and we want to make this as easy as possible for you. We promise to refund any unused item you are not completely happy with when you return it to us in a saleable condition which means all tags attached with packaging intact, the same as the product arrived with you.

In order to return an item to us, you simply package it up and post it back to our HQ within 30 days of receipt (see below address). We will then process your refund back through our website within 10 working days of us receiving it.

Returns address: Creative Pet Alliance (UK) Limited, Professor-Rüsche-Straße 10, 57489 Drolshagen, Germany

We ask all returns are posted back to the returns address specified above - we're unable to accept any return that is hand-delivered as we cannot guarantee a refund will be processed in these instances.

Please note, that unless you are returning a faulty item, unwanted orders are returned at your own cost and our delivery charges are non-refundable. We do recommend that you obtain a free certificate of postage to protect your parcel should it be lost in transit as we do not become responsible for your parcel until it makes it back to us.

We're not responsible for any items that are returned to us by mistake. If we're able to locate the items, which sadly isn't always possible, and you'd like these returned to you, we may ask you to cover the delivery cost.

If you have purchased an iEnergy item from one of our retailers and not from iEnergypets.com, please contact them directly regarding their return policy.

In the unlikely event that you receive a faulty item from us, please contact customersupport@ienergypets.com and include some images and a description of the issue. Faulty items will be refunded in full, including the original delivery charges. If you have any other questions about refunds, returns or faulty items, please do give us a shout on customersupport@ienergypets.com.

We’re so excited for you to join the iEnergy community! If you head over to our website, a pop up box should appear where you can enter your email address. Not to worry if this doesn't appear, and if you head to the bottom of any page on the site, you’ll see a box to submit your email address to sign up.

We’re sorry to see you go! Do pop us an email at customersupport@ienergypets.com and we’ll be sure to unsubscribe you from all marketing emails. If you change your mind at any point, just let us know and we can sign you back up.

I am having trouble accessing your website or checking out, what should I do?

If you’re having trouble with our website, there’s a few things we’d recommend doing:

• Delete your cookies - on most internet browsers you can do this using ‘Tools’ or ‘History
• Fully close and restart your browser
• Ensure you’re using the most up to date operating system If after these steps, you’re still having trouble then please do let us know and we can take a look into this for you.

We’re always on the lookout for stores to stock our products. If you’d like to be a stockist of iEnergy, you can apply by popping an email across to our Sales Team, on wholesale@ienergypets.com. Please include a brief description of your store concept and location. We look forward to hearing from you!