FAQ
🛍️ Ordering & Products
Q: Can I mix and match sizes within a family set?
A: Yes! Each item in our family pajama sets can be ordered in different sizes. Simply add each piece individually to your cart and select the size you need.
Q: Do you offer pajamas for babies and toddlers?
A: Yes, we offer sizes starting from 0-3 Months for babies, all the way up to adult sizes including plus sizes (up to 3XL).
Q: How do I find the right size?
A: Each product page includes a Size Chart specific to that item. We recommend checking it before ordering, as sizing may vary between styles. When in doubt, size up for a more relaxed fit.
Q: Do the pet bandanas/accessories match the family pajamas exactly?
A: Yes! Our pet accessories are designed to coordinate with the corresponding family pajama sets in the same print and color palette.
🐾 Pet Sizing
Q: How do I measure my dog for a bandana?
A: Measure around the widest part of your dog's neck with a soft tape measure, then add 1–2 inches for comfort. Refer to the Size Chart on each product page (S / M / L options available).
Q: What dog sizes do your pet accessories fit?
A: Our bandanas are available in S, M, and L, suitable for most small to large breeds. Please check the neck girth measurements on the product page to confirm the best fit.
📦 Shipping & Delivery
Q: How long does shipping take?
A: All orders are processed within 1–3 business days before dispatch. Estimated transit times by destination:
- United States (Standard): 6–12 business days
- United States (Express): 5–10 business days ($10.99 flat rate)
- Canada: 6–13 business days
- Most of Europe: 6–12 business days
- Switzerland: 6–15 business days
Q: How much does shipping cost?
A: For the US, Canada, and most of Europe — shipping is FREE on orders $89.00 and over. Orders under $89.00 are charged $7.99. Express shipping within the US is $10.99 flat rate. Rates for other countries are calculated at checkout.
Q: Do you ship internationally?
A: Yes! We ship to most countries worldwide. Shipping costs and estimated delivery times for countries not listed in our Shipping Policy will be displayed at checkout before payment.
Q: Are duties and taxes included?
A: Yes, all duties and taxes are included in the product price. No surprise fees at delivery.
Q: Will my entire family set ship together?
A: We aim to ship all items together. In rare cases, items may ship separately — you’ll receive individual tracking numbers if this happens.
Q: How do I track my order?
A: Once your order ships, you’ll receive a confirmation email with your tracking number. You can also track your order anytime on our Track My Order page.
Q: What if my order is delayed?
A: If your order hasn’t arrived within the estimated transit window, please email us at support@werematching.com with your Order Number. Our team will investigate and respond within 3 business days. During peak holiday seasons (November–December), we strongly recommend ordering early.
🔄 Returns & Exchanges
Q: What is your return policy?
A: You may request a return or refund within 7 calendar days of receiving your order. Items must be unworn, unwashed, unaltered, and in original packaging. Please email support@werematching.com to initiate a return — our team will respond with instructions within 1–3 business days.
Q: Can I exchange for a different size?
A: Yes. Please contact us at support@werematching.com within 7 days of receiving your order. We recommend ordering early during the holiday season to allow time for exchanges if needed.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. In those cases, we cover the cost.
Q: How long does a refund take?
A: Once we receive and inspect your return (within 3 business days), approved refunds are credited to your original payment method within 7 business days. Note: original shipping fees are non-refundable unless the item was defective or incorrect.
Q: Can I cancel or modify my order?
A: Yes, if your order hasn’t shipped yet — size or address changes are accepted within 24 hours of ordering. Email support@werematching.com immediately with your Order Number. Once shipped, cancellations may not be possible. See our Return & Exchanges page for full details.
Q: What if my package is lost?
A: If your package is confirmed lost in transit, contact us and we will provide a free replacement or full refund. If tracking shows “Delivered” but you can’t find it, please check with neighbors and contact your local carrier first, then reach out to us at support@werematching.com.
💳 Payment & Promotions
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, Amex), PayPal. Additional options may be available at checkout.
Q: How do I apply a discount code?
A: Enter your discount code in the “Discount” field at checkout. Only one discount code can be applied per order.
📩 Contact & Support
Q: How can I contact customer support?
A: Email us at support@werematching.com or visit our Contact Us page. We typically respond within 1–3 business days.