Frequently Asked Questions

Q. How do I measure my dog?
A. COLLARS: Measure your dog’s neck with a cloth tape. You cannot size collars based on a weight measurement. HARNESSES: Measure the circumference of the dog’s chest/girth right behind the front legs. APPAREL: Measure your dog from their neck to the beginning of their tail. Refer to our Sizing Chart for additional informationhere.

Q. Do the cat collars have a breakaway clasp?
A. Yes, all of our cat collars feature a breakaway clasp for safety.

Q. Can I buy a cat lead separately?
A. No, our cat leads are only sold in a set with a matching harness.

Q. What are the ingredients in the Up Country treats?
A. Our treats are made with 100% all natural, American raised, dehydrated chicken, and no preservatives or additives.

Q. What is the shelf life of your treats?
A. Our treats have a shelf life of 12 months.

Q. Does your guarantee cover dog or cat scratches and/or chewing?
A. No, we guarantee all our products for defects in the hardware and other materials. Scratching or chewing through fabric is not part of normal wear or a product defect.

Q. Can I use a promo code towards past orders?
A. No, unfortunately promotions are only available at the time and day of the sale.

Q. What time zone do you adhere to for your sales, promo codes, contest, and other applicable scheduled events?
A. Unless otherwise specified, we use Eastern Time (EDT or EST accordingly).

Q. Will you sell my email address if I sign up for your mailing list?
A. No, we never sell email addresses or other personal information to any third parties. However, if specified during a particular sweepstakes, contest, or promotion that has a third-party partner, we may share your address with them as noted in the rules and regulations, or in fulfillment of a co-sponsored prize. All emails include an unsubscribe option at the bottom should you decide not to receive future correspondence from us or our partners.

Q. What if I want to make a change to my order?
A. While we usually cannot make any changes to an order after it has been submitted, please call us at 1-800-541-5909 to see if we can help.

Q. Why are personalized items shipped separately?
A. Depending on our current volume of orders, we may ship out your non-personalized items first and then follow-up with the personalized ones when ready. There will be no additional shipping charges than what was originally quoted on your initial order.

Q. Where can I find the closest retailer to me who carries your products?
A. Please use our Store Locator tool found here: [link Store Locator]

Q. I’m interested in custom or private label products. Who can I contact?
A. Please reach out to our Customer Service team at 1-800-541-5909 or via email at customerservice@upcountryinc.com for further details.

Q. What forms of payment do you accept online?
A. We accept the following methods of payment. International payment is determined upon checkout.

  • Amazon Pay
  • American Express
  • Apple Pay
  • Discover Card
  • Up County Gift Cards
  • MasterCard
  • PayPal
  • Visa

Q. What states do you collect sales tax in?
A. We collect sales tax for the following: AL, AR, CA, CT, DC, DE, FL, GA, IA, IL, IN, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, NV, NJ, NM, NY, NC, OH, OK, PA, SC, TN, TX, VT, VA, WA

Q. When will my payment appear on my card?
A. If you used a credit card or third-party payment provider, an initial authorization hold for the amount will be placed on your card, but no funds are taken until your items are shipped. This includes multiple shipments of the same order. In such cases, the charges will be broken down and posted according to when they shipped.

Q. What happens if my Gift Card is lost or stolen?
A. Unfortunately, we cannot reissue gift cards due to fraud concerns.

Q. Do I need to create an account before I place an order?
A. No, you can check out as a guest. An account can always be created at the end of the order too if you change your mind.

Q. Do you have a physical catalog that I could receive?
A. We only provide physical catalogs to our retailers and wholesalers. However, you can view our current digital catalog here.

Q. What size collar should I order for personalization?
A. For personalized collars, please order the smallest size that will still fit your dog’s neck. If the collar is too big and then have to slide the adjustment buckle too far over, it may cover the writing.”