Ordered a backpack for carrying my puppy - it only arrived after one month. Plenty of back and forth emails between me Olivia and Chloe to find out where my item where. It eventually arrived. I bought a large but by the time the backpack arrived, my puppy outgrown it. I made contact again and requested an exchange only to be advised by Olivia to send a photo of the backpack, proof of size on packaging and SKU and take a measurement of my puppy.. OMG! honestly do I have to do all of this to request a consideration for an exchange to an XL? Send through all the details and was told all the measurements are on their website - basically they are telling that I am at fault.. FYI - I did check the measurements but not my fault my dog grew in a months time and not fitting in backpack anymore. Totally appaling service - and huge lack of timeous correspondence - they take forever or IGNORE you - DONT buy from Petpend - you will end up more frustrated and humiliated by this useless company..