FAQ

PAYMENT

What payment processors does Pancho accept?

We accept all major credit and debit cards such as Visa, MasterCard and PayPal. In addition, we offer payment by proforma invoice and payment on delivery for local orders. 

Is the payment on your website secure?

All of our payments are handled by the Braintree payment gateway. Braintree is a PayPal owned market leader in payment services obligated by PCI DSS (Payment Card Industry Data Security Standard).

ORDERS

I would like to change my order, what do I do?

Send us an email to info@pancho.si with your order number and requested changes and we’ll get back to you within one business day.

Can I exchange an item if it doesn't fit?

We accept returns on items within 14 days of receipt. Items must be unworn with all tags attached. Items that are damaged or soiled may not be accepted and may be returned to the customer.

How long does it take to process returns?

Returns will be processed within 1-3 business days after we receive your return. Please note that some credit cards take up to 1-5 days to reflect refund charges. We’ll send you an order update once we have received and are processing your refund request.

DELIVERY

When will my order ship?

Processing takes 1 to 2 business days.

How do I track my order?

We will automatically send you a confirmation email and tracking number once your order is headed your way. If you have any questions about tracking, just send us an email at info@pancho.si and we’ll get back to you as soon as possible.

Do you offer international shipping?

We do! Please note that there might be some extra time and shipping costs associated with your international order. You can choose your country at checkout.

PRODUCT & CARE

How do I wash my dog apparel products?

Our products all come with washing labels and care instructions. They are machine-wash friendly, we'd recommend cold water wash and hang-dry.

How do I wash my dogy raincoat?

Our products all come with washing labels and care instructions. In general, our raincoats are hand wash or dry clean only.

The product I want is out of stock, what do I do?

Some of our products are limited edition and won’t be available after they sell out. We will work our hardest to get your favorite products restocked as soon as possible. Please sign up for our newsletter and follow us on social media and we will let you know as soon as they are back in stock.

SIZING

How do I find the right size for my dog?

Please reference each individual product’s specific size chart to find your perfect fit. If you have any questions or want some insider info send us an email at info@pancho.si. For most dogs, chest circumference is the most important measurement. Most of our products are made with cotton and polyester so they are stretchy. If stuck between two sizes always pick the larger of the two - dogs love wiggle room!

Do you offer special models for specific breeds?

Yes, we designed our Frenchie collection to cater to dogs with a wider chest. So, our Frenchie collection is also suitable for pugs, Boston terriers and smaller English bulldogs. Please double-check our sizing guide, especially the chest measurement to make sure the fit is just right!

Is the French Bulldog collection exclusively for Frenchies?

While our French bulldog collection is made with Frenchies in mind, it is suitable for all small breed dogs

Do you offer sizes for toy breeds?

We certainly do! For most of our products, we especially made size XXS for teacups and size XS for most toy breeds. Please refer to our size guide to make sure you get the perfect fit.

Do you offer sizes for large breeds?

At the moment we only offer raincoats for larger breeds but have plans to add more products in the near future. Please subscribe to our newsletter so you will be amongst the first to find out.

I read the size chart but am still unsure of what size to get, what should I do?

Drop us a message on social media or send us an email at info@pancho.si. We are here to help.