Frequenty Asked Questions
We hope these FAQs help! If you have any other questions, feel free to reach out. We’re always here to make your and your pet’s life easier and more fun!
Product Information
What makes RuaRua pet backpack-style harnesses unique?
Our RuaRua pet backpack-style harness is a game-changer! Designed to make walks more fun and less burdensome, the detachable backpack lets your pet carry their own stuff. It’s practical, stylish, and bound to bring joy to your daily adventures.
What sizes and colors are available for your products?
We’ve got a range of sizes and colors to make sure every pet can find their perfect match. Check out our product pages to see all the fabulous options.
How do I choose the right size harness formy dog?
Simply measure your dog’s chest girth and use our handy sizing chart on each product page to find the best fit. Easy peasy!
Product Usage and Maintenance
How do I properly fit the backpack-style harness on mydog?
Pop the harness over your dog’s head, adjust the straps for a comfy, snug fit, and make sure you can slide two fingers between the harness and your dog’s body.
How do I clean and maintain the harness and leash?
Keeping things clean is a breeze! The harness has a detachable backpack for easy cleaning. Just wash the harness with mild detergent and water. The leash is washable too, so those vibrant colors will stay bright.
Ordering and Payment
What payment methods do you accept?
We accept various payment methods, including Visa, MasterCard, American Express, Apple Pay, Google Pay, PayPal, Discover, Diners Club, Maestro, Shop Pay and Union Pay. More choices, more convenience!
Can I modify or cancel my order after placing it?
Absolutely! You can change or cancel your order within 24 hours by emailing us at hello@ruarua.co. We’re here to help!
How long does it take to process my order?
We usually process orders within 1-3 working days. During busy times, it might take a bit longer, but we promise it’ll be worth the wait.
Delivery and Returns
What are your delivery options and charges?
- UK Track 48 (2 working days): Only £3.39, and it’s free on orders over £40! 🎉
- UK Tracked 24 (24 hours): £4.19 (please place your order by 13:00 GMT, Monday-Friday, for speedy delivery)
- European Delivery (3-5 working days): £6.95
- International Delivery (3-5 working days): £16.99
- Customs Information: For international orders, there may be additional charges applied by customs when your package arrives in its destination country. These charges vary by country and are determined by local customs regulations. Please consult your local customs office for more details on potential fees.
What happens if I am not home when they deliver?
No worries! If you’re not home, the delivery service will leave a card and your parcel will be sent to your local Post Office.
Can I get a tracking number for my order?
All orders get a tracking number once they’re dispatched. If you didn’t receive yours, just let us know.
What should I do if my order has not arrived?
If your order hasn’t arrived within 6 working days from dispatch (or 20 days if you're outside the UK), drop us an email at hello@ruarua.co. We’ll sort it out for you!
How can I return my item?
Not completely satisfied? No problem! You can return your items within 14 days of delivery. Make sure they’re in perfect condition, free from pet hair, and in their original packaging. Send them to:
RuaRua Returns
20, Hyett Court,
Honour Lea Avenue
E20 1HH
We’ll process your refund or exchange within 5 working days of receiving the return. Your refund might take up to 10 working days to show up in your account.
Do I need to pay for return postage?
If your item arrives damaged or faulty, send us a photo and we’ll cover the return postage. Otherwise, you’ll need to pay for return postage. If you use untracked delivery, be sure to get proof of postage.
Customer Service
How can I contact customer service?
You can reach out to us by emailing hello@ruarua.co. We’re here to help Monday to Friday, 9 AM to 5 PM GMT.
Do you offer after-sales support?
Absolutely! We want you to be thrilled with your purchase. Contact our customer service team anytime for assistance.
Common Questions
How do I train my dog to use the backpack-style harness?
Start with short sessions at home, letting your dog get used to the harness. Gradually increase the time and add the backpack once they’re comfortable. Soon, your pup will be a pro!
Are your harnesses suitable for all dogbreeds?
Our harnesses are designed to fit a variety of dog breeds. Check our sizing chart to find the best fit for your furry friend.