FAQ

Questions about the products or the ordering process? Please find below a selection of frequently asked questions. If you didn't find the answer you were looking for, please contact us!

Ordering

How do I find the perfect size collar for my dog?

Please take a look at our size guide - Here you will find information on how to properly measure your dog, and we also have a printable template that helps you find the right size.

How do I know if an item is available?

You can check the availability on the product page itself. Select the desired size and colour and the current availability will be displayed.

If an item is not available any more, you can use our notification function to be informed by email as soon as the item is in stock again.

Is there a minimum order value?

No. However, on orders over SEK 900,- shipping is free within Sweden, and within the rest of Europe it is free on orders over 120 €.

How should I take care of my products?

Product specific care instructions can be found on each product page under “Materials & Care”.

Can I change or cancel my order?

If the order has not been dispatched yet, we can help you change or cancel your order. Please contact our customer service (info@masimalo.com) and include all the necessary information.

Can I change the address on my order?

Unfortunately, we can't change the address once the order has been placed. Make sure to double-check your address before ordering.

Which payment options do you offer?

We offer payments by Visa, Mastercard, Maestro, Klarna, Apple Pay and Google Pay. Please note that some payment options may not be available in your country.

Are the payment options safe?

Yes. All your data is encrypted and handled by our payment provider Stripe. We cannot see or store your card data, as the payment is directly handled via your bank.

Shipping & Returns

Do you deliver outside of Sweden?

Yes, we do! During check-out, the shipping options will be shown once you have entered your address. If your country does not show up, please contact customer service.

Please note that on orders shipped outside the EU you are responsible for import duties and taxes.

What should I do if the package is damaged?

Please contact us immediately to report any transport damage. We will contact the carrier to resolve the issue.

Please send us a description of the damage, as well as pictures of the damage, the damaged box and the shipping label to info@masimalo.com

How do I return a product?

Please contact our customer service and request a return label. Make sure that the product is clean and that all original labels are still attached before packing it securely.

Can I track my order?

Yes! In the shipping confirmation email you will be provided with a tracking link. It may take a day before your parcel shows up on the tracking page.

Question not answered?

Get in touch with us and we are happy to help you!

CONTACT US