Find answers in our most frequently answered questions.

I have questions about a specific product, who can help me out?

If you are curious about a Non-stop dogwear or Non-stop product, please visit the product page and see the frequently asked questions on the page bottom. We have a product specific FAQ on each product.

If you have purchased your product in a store, please seek the local stores expertise.

You can also contact us directly through this contact from.

I have a gift card, how do I use it?

Congratulations, someone must think fondly of you and your dog! Gift cards can be purchased in our online store. They can only be used on Non-stop dogwear products. It is not possible to purchase a second gift card with a current gift card as payment. It is possible to combine the gift card with other payment methods should you wish to go on a shopping spree. The gift card can only be used on goods in our online store and cannot be exchanged for cash.

My discount code/gift card didn't work, but I completed my order. Can I get refunded its value?

We do not give money back if the order has been paid. If you notice it right after making the order, you can contact our customer support team, who can cancel the order and check your code. As we strive to deliver as fast as possible, we can not guarantee that we will be able to cancel the order.

Where can I find your products?

We ship our products to every corner of the world from our online store! We are also present in physical stores around the world, find the closest one to you here.

The product I want to order is out of stock. When will it be back in stock?

If a product is out of stock, you can leave us your e-mail, and we will get back to you as soon as it is back in stock. This does not apply to discontinued models.

I want to have a sponsorship cooperation with Non-stop dogwear, how do I proceed?

Please register your sponsorship interest here.

When you buy from our online store, Taxes, VAT and fees are prepaid and included in our prices! This means that the total you see at check-out is all you will need to pay when purchasing online from us. The total cost will be displayed at checkout, and includes all costs related to the purchase, such as home delivery or invoice fees.

Payment Methods

We offer these payment methods:

• PayPal;
• Adyen

Do I get a confirmation when my order is registered?

When you order is registered in our online store, an order confirmation is automatically sent to the e-mail you have provided us. Read carefully through the order confirmation when you receive it and control those details about address, delivery information and goods ordered is correct. If any of the information is wrong or you wish to change the order, you must contact us immediately.

I wish to send the product to another address than my officially registered address, what can I do?

If you do not have an officially registered address on the address, you provide us, the postal service may send us the package in return and not to the address you have provided us with. Be aware that your official mail address usually is the address you are registered on in the National registry. If you have a temporary address, you can provide a person registered on that address in the C/O field on your order.

What should I do If I immediately regret my purchase?

As we strive to deliver as fast as possible, all orders go straight to processing. As a result of this, the window of cancellation is very narrow. We cannot promise that we will be able to cancel your order before it is processed.

If you need to make changes of your address, please contact DHL directly.

If your order already has been packed and shipped, and you regret your purchase, see more information about returns.

What happens if one of the products I ordered is out of stock?

In the case that any of the goods purchased should be sold out, we will deduct the price from the total order in your payment, the rest of the goods will be packed and sent. If there are substantial goods in the order which are sold out or other equivalent goods can be offered as replacement, we will contact the customer on phone/e-mail before the goods are shipped. Sold out goods will not be sent at a later point in time if they are not in stock at the time of purchase.

We have international delivery.

We ship to every country in the world (except Belarus, Kazakhstan, Kyrghyzstan, Russia, North Korea, Ukraine, Venezuela and Armenia).

The Total at checkout in our online store includes all taxes, fees and VAT.

We offer free international shipping if your order is over a certain amount. This varies from region. See table below. If your order is under the qualifying amount, shipping cost will be added to the total at checkout.

Delivery time in Norway:

We aim to ship your products as fast as possible. All orders are usually shipped the same day or next business day. Standard delivery time is 2-5 days, but orders to North of Norway may take a bit longer. We ship domestic with PostNord. PostNord will contact you on SMS or e-mail with delivery information.

Delivery Time Internationally:

Our international orders are shipped with DHL Express and have an average delivery time of 3-8 work days. (1-3 days processing, 2-5 days shipping). DHL will contact you on SMS with delivery information and delivery method as soon as your package has left our warehouse.

Tracking shipment

Tracking details will be sent to the email and/or SMS you have provide us.

If your package has not arrived within the expected time, please contact us.

At Non-stop dogwear we are dedicated to developing high quality and functional gear. However, we are aware that deficiencies or faults can occur on a product from time to time. If a product fails due to deficiencies or faults in production or materials, we will provide you with spare parts, repair the product for free or will offer you a voucher for the full amount of the original price up to two years after the date of purchase. Proof of purchase, indicating when and where you purchased the product, can be asked to process the warranty claim.

Register your claim here.

You must provide us with a claim no later than two months after you discover the deficiency of fault. Remember that a limited warranty is restricted to the original buyer of the product only. Non-stop dogwear shall decide whether a product needs repair or will be refunded with a voucher.

Not covered by the warranty is normal wear and tear, damages caused by accidents, incorrect use, laundering, dogs chewing, fire, sharp edges (fences, rocks, skis etc.) and natural break down of colors and materials over time.

If the product requires repair but is not covered by warranty, we highly recommend proceeding with a repair. Often, you can easily fix your product by replacing the damaged component with one of our spare parts. Feel free to consult a tailor or reach out to our customer support team for guidance on how to repair your product.

Get your spare parts or find more information around spare parts here.

Product care will prolong the lifetime of your product.

Product care

• You should always rinse your product immediately after use if it’s dirty.
• We recommend keeping your products in a dry room when not in use, so that it may dry and air out.
• Your dog is likely to associate its gear with fun activities with you. You should therefore keep the gear away from your dog when not in use, to spare him/her from the temptation to bite it.
• We recommend hand washing for most of our products. Some products are also suited for machine washing. If so, that will be stated on the product page.
• Tumble drying is disadvised for all our products. Nor should they be left to dry on heating cables.
• If you have a specific question about a product from Non-stop dogwear or Non-stop, you should check out the product page. You can find the answer to the most frequently asked questions on all our product pages.
• If you have a question about a product, contact our customer service team. They can help you with your questions, even if you bought the product from a store.
• You can read more about the materials and technology we use

All our products include a two-year warranty.

All our products come with washing instructions on the product page under specifications.

Some products also have washing instructions on the product.

Harnesses

Washing instructions: Max 30 °C washing machine. Do not tumble dry.

Product Care: Harnesses get wet and dirty after training and trekking. We recommend that you rinse the harness when it gets dirty, and then hang it somewhere dry. You don't have to machine wash the harness every time you use it.

Belts

Washing instructions: Hand wash only.

Product Care: Hang the belt in a dry place after use. Rinse of dirt/gravel as needed.

Leash

Washing instructions: Max 30 °C washing machine. Do not tumble dry.

Product Care: Hang the leash in a dry place after use. Rinse of dirt/gravel as needed.

Collars

Washing instructions: Max 30 °C washing machine. Do not tumble dry.

Product Care: It is up to the individual whether your dog should wear his/her collar all day long, or remove it after use. If the collar is dirty after use, we recommend rinsing it and hanging it to dry.

Dog jackets

Washing instructions: Washing instructions vary between dog jackets, so we recommend checking the relevant product page before washing.

Product care: Hang in a dry place after use.

Booties

Washing instructions: After training, you can rinse the booties and hang them to dry.

Machine wash: Max 30 °C. Do not tumble dry.

Product Care: Booties are consumer goods. For extended duration you should:

• Trim you dogs claws often
• Flip the booties halfway through trips
• Choose the right bootie for your activity

Other products

Amundsen pack

Washing instructions: Hand wash only.

Product Care: The pack can get wet after many hours/days on the trail. Rinse as needed. Gravel and dirt might heap up in areas prone to chafing. Make sure to dry and air out the pack in between trips. Hang it up in a dry room.

Ly sleeping bag

Washing instructions: Close all zippers. Max 30 °C washing machine.

Product Care: The sleeping bag can get wet after many hours/days on the trail. Make sure to air it out properly in between trips. Hang it up in a dry room. When the sleeping is dry in can be put back in its sack.

Safe life jacket

Washing instructions: Hand wash only. Do not bleach. Do not tumble dry. Do not iron. Do not dry clean. Dry thoroughly after use. Store it in a dry place without direct sunlight.

Product Care: If your dog goes swimming in a place where the life jacket gets exposed to sand/gravel etc. we recommend you rinse it after use, and hang it in a dry room. The life jackets should also be rinsed after use in salt water.

Spare parts

Sustainability is important to us, and that's why parts prone to wear and tear in our products are replaceable. Extra gear and spare parts also allow you to adjust your favourite products after your specific needs and wishes. Click here to see our spare parts.

If you have any questions, contact our customer service team.

You can find your revocation and return rights here.

If you wish to return a product you have ordered in our webshop, you can do that within 60 days of purchase. We offer free returns with DHL Express and Postnord. If the goods have been purchased from a reseller, they must be returned to the same place you bought them.

Please follow these steps to return a product:

1. Make sure the product is unused, has original packaging and tag. All parts and accessories must be included. We reserve the right to partially or not refund the return if these requirements are not met.
2. Go to our return page and follow the instructions.
3. Pack the product in suitable packaging for shipping. Place the delivery note inside the package.
4. Seal the package, then attach the return label you got from us. We will send this to you via email. If using the original packaging when returning, make sure the original shipping label is covered.
5. Parcels shipped with DHL Express must be dropped off at the nearest DHL drop-off point. Parcels shipped with PostNord can be dropped off at the local post office.
6. You will get a confirmation on email when your return is registered and approved.
7. We will refund you as soon as possible, within 30 days after receiving the returned product at the latest. If you haven't received your refund 30 days after we have received it, please send us an email.

Exchange

If you wish to exchange a product, you can do the following:

• Order a new product in the online store.
• Return the old product with these steps. We will refund you as soon as we receive the returned product.

Is return shipping free for products bought in your web shop?

We offer free returns, but the initial shipping cost is not refunded. If your purchase did not qualify for free shipping, and you had to pay for shipping, we will not reimburse the shipping cost should you choose to return the product. Returns are free if the goods are shipped with the approved return label issued by us. Non-stop dogwear does not refund expenses you otherwise will have in return shipping. Uncollected packages that are sent back to us unannounced, can be charged for return shipping.

The product has been damaged during transport, what should I do?

We are responsible for the product until it is delivered to you. If you have received a damaged product, please contact our customer service immediately, at the latest 48 hours within receiving the product if the product has been damaged under shipping. We will require an image of the damage, and a description of what is damaged or destroyed. Let us know within the deadline, and we will replace the product.

How long does it take to get reimbursed money from returns?

As soon as we receive the product you have sent in return to us, we will process the return and refund you through the same payment method you used to purchase the product.

If you have purchased the product with an invoice payment method, and already payed the invoice, including the product you regret and have returned, you will need to provide us the account number on which you will receive the refund. We reimburse you as soon as possible and at the latest within 30 days of receiving the returned product.