FAQ

How long does shipping take?

Orders are processed within 1–2 business days. Once shipped:

• Europe: 4–10 business days
• United States: 5–12 business days
• United Kingdom: 5–12 business days

We’ll send you tracking info so you can obsessively refresh the page like we all do.

Is shipping free?

Yes — free standard shipping on every order, no minimum. Steve insisted. (He doesn’t understand margins.)

Where do you ship?

We currently ship to the United States, the European Union, and the United Kingdom. Steve’s global expansion roadmap includes the rest of the world (currently the couch).

Why did my order arrive in multiple parcels?

We work with a small network of suppliers, so items in the same order may ship from different locations and arrive on different days. You’re not charged extra for this — it just means a bigger order might land in two or three deliveries.

What’s your return policy?

You have 14 days from delivery to request a return or refund for any reason. Items must be unused and in original packaging. If something arrives damaged, defective, or wrong, email us within 14 days with a photo and your order number — we’ll refund or replace it, and in most cases you won’t need to send anything back. Steve takes customer satisfaction very seriously (it’s the one thing he takes seriously). See our Refund Policy for the full details.

Do I always have to ship something back for a return?

Not necessarily. For damaged or defective items, we usually just need a photo and we’ll refund or replace without asking you to return it. For change-of-mind returns, the customer covers return shipping — but for some low-cost items, we may simply refund you and let you keep it.

How do I know what size to get?

Each product page has a size guide. The basics:

• Neck: measure where the collar sits, snug but you can fit two fingers under.
• Chest: measure the widest part of the ribcage, just behind the front legs.
• Length: base of the neck to base of the tail.

If you’re between sizes, size up — just like with your own clothes after the holidays.

Will I have to pay customs or duties?

Orders within the EU and within the US generally don’t incur extra fees. For cross-border orders (e.g. EU-sourced items shipping to the US, or UK orders post-Brexit), any customs duties or import taxes are the buyer’s responsibility.

Is Steve a real dog?

Steve is very real, very opinionated, and very small. He is an actual chihuahua who runs this company with an iron paw and a concerning lack of formal business education. Follow him at @our.friend.steve.

Can I suggest a product?

Absolutely. Reach out via our Contact page or DM us on Instagram @our.friend.steve. Steve reviews all suggestions personally (he sits on the laptop while we read them).

Do you have a cat section?

We do. Steve wasn’t happy about it, but inclusivity won. Check out For the Cats — just don’t bring it up around Steve.

My order arrived broken / wrong / missing. What do I do?

Email steve.n.co2026@gmail.com within 14 days of delivery with your order number and a photo. We’ll either refund you or send a replacement — whatever fixes it fastest. In most cases you won’t need to return the item.

How do I track my order?

You’ll get a tracking link in your shipping confirmation email. If you can’t find it, check spam, then email us at steve.n.co2026@gmail.com with your order number.