FAQs

Who is Aji?

Aji, the most adorable pug in the world, is the inspiration for this brand.

How have you been impacted by Coronavirus?

Worker safety

Everyone that is able to work from home is doing so, including our suppliers.

For those who can’t, if they’re healthy and if they’re willing, they’re working at the manufacturing center. There are frequent cleanings, staggered shifts, safety masks and gloves, and a 6 foot distance policy.

Fulfillment time

Our store is still operating, although fulfillment time is taking longer for some products due to worker safety policies. We’re also routing orders to where they’ll be fulfilled most efficiently.

The products experiencing the longest delay are our shirts, which are taking 12 business days in the US and 5 business days in the EU. Our treat pouches and neck buffs are taking around 5-12 business days in the US and 1-7 business days in the EU. Hats are being fulfilled in about 10 business days in the US and 5 business days in the EU.

Everything else, such as phone cases, jewelry, stickers, and mugs are being fulfilled in 1-5 business days.

Please note that these are estimates only, and actual fulfillment time may be shorter or longer.

Shipping

Many countries are limiting passenger flights and/or closing their borders, which translate to fewer transit options for shipments and longer lines at borders. 

We are temporarily not shipping to the following countries:

Benin, Bosnia/Herzegovina, Burundi, Cook Islands, Costa Rica, China, Cuba, Curacao, Gambia, Guinea – Bissau, Guyana, Kiribati, Kyrgyzstan, Laos, Lebanon, Lesotho, Malawi, Mauritius, Moldova, Mozambique, Papua New Guinea, Paraguay, Senegal, Seychelles, Solomon Islands, Sudan, Tajikistan, Tanzania, Timor-Leste, Tonga, Uruguay, Vanuatu, Venezuela, American Samoa, Bolivia, Botswana, Cayman islands, Chad, Cyprus, Djibouti, Ecuador, Fiji, French Polynesia, Honduras, India, Kuwait, Libya, Madagascar, Maldives, Mongolia, Montenegro, Myanmar, Nepal, New Caledonia, Panama, Peru, Philippines, Rwanda, South Africa, Sri Lanka, Suriname, Tunisia, Zambia, Zimbabwe.

We ask for your patience and understanding during this time. Thank you so much for supporting small business.

How can I contact you?

Please use support@ajiofftheleash.com for all customer service related queries, e.g., order or shipment related issues.

For all other queries, such as product suggestions or marketing inquiries, please contact us at info@ajiofftheleash.com.

Feel free to DM us on Instagram: @ajithepug

Although you can reach us at +1 213 973 7434, we encourage you to email us.

What is your 100% Quality Guarantee?

We cover all defective, damaged, or misprinted items- guaranteed. Please contact us immediately at support@ajiofftheleash.com. We will not be able to provide any assistance if you have not contacted us within 14 days after the delivery date.

If you are not happy with your product, please let us know why at support@ajiofftheleash.com, and we’ll make it right. (This hasn’t happened before.. so fingers crossed!) We really want all of our customers to be happy 🙂

What if I need a size exchange?

If you need a size exchange, please contact us at support@ajiofftheleash.com, and we will ship out a new product for you with the new size for free as long as the original product is shipped back to us in the original state from which you received it. You will pay for shipping us the product with the wrong size.

Please make sure you look at the size charts before ordering! Because our products are made to order, reproducing that product in a different size for you is a big loss for us.

Finally, please note that personalized products cannot be returned unless they arrived with manufacturing defects.

What happens if the order is lost in the mail?

Please contact us immediately at support@ajiofftheleash.com. We will not be able to provide any assistance if you have not contacted us within 14 days after the estimated delivery date.

All USA shipments and the majority of our worldwide shipments have tracking codes.

How are you eco-conscious?

We’re a small brand that’s also environmentally-conscious, and we want to keep things here as lean as possible. We do this by keeping very little inventory. Whenever you order from us, it is most likely that the product will be created just for you!

Over 90 million tons of textile are thrown out every year by the fashion industry.

In addition, we work with sustainable suppliers, and the bags used for packaging are recyclable polyethylene, which are FDA and USDA compliant.

How long will it take for my order to arrive?

As mentioned above, most items on our store are made-to-order. It takes 1-6 business days to create apparel and 1-4 business days for non-apparel items.

It takes, on average, 3 business days for shipping, and depends on your location. Many of you will have options to choose expedited shipping when you make your order.

How should I clean my clothes?

Especially for apparel and accessories that use printing (as opposed to embroidery/stitching), to keep the durability of the colors, machine wash cold, inside out, on a gentle cycle with mild detergent and similar colors.

Tumble dry low or hang dry.

Stay away from bleach, fabric softeners or dry cleaning. Washing and drying on high temperatures can damage the prints.

How should I clean my hats?

Hand-washing or spot-cleaning is the best way to clean the hats so that they keep their shape and quality. If you must use a washer, use mild detergent in lukewarm water.

Why does my product smell like vinegar?

For some apparel products, we apply a fixation agent during the printing process (a common procedure for direct-to-garment prints) to ensure that the ink does not come off. These inks are water-based and are eco-friendly. This smell will go away after a single wash.

Where are you located?

The main location is 2801 B St, #227, San Diego, California 92102 USA. This is where we do most of the design, branding, marketing, and handle customer service. We also provide fulfillment for select items here as well.

Your package will arrive from different locations based on where you live as we also have additional fulfillment centers in the US and in Europe.

Do you ship worldwide?

Yes, for all products except our handmade products! The only exceptions are Cuba, Iran, Syria, and North Korea.

Please note that we will not pay taxes, customs fees, or duties on your behalf.

What are your shipping rates?

Shipping rates depend on the shipping location, item, and item counts.

** Tip: If you’re in the US or EU, make your purchase $90 or higher, and we’ll pay for the shipping to the postal service. $150 for everywhere else.

Shirts, aprons, hats, bags, treat pouches: $3.99 for USA, $4.39 for Europe, $6.49 for Canada, $6.99 for Australia and New Zealand, $5.99 everywhere else.

These rates are reduced to $1.25 for each additional item, with the exception of Europe, which is $1.09.

Hoodies, sweatshirts, joggers: $6.50 for USA, $6.05 for Europe, $9.99 for Canada, $10.99 for Australia and New Zealand, $9.99 everywhere else.

These rates are reduced to $2.00 for additional items, with the exception of Europe, which is $2.20.

Phone cases: $3.25 for USA, $3.29 for Europe, $4.49 for Canada, $4.99 for Australia and New Zealand, $3.99 everywhere else.

These rates are reduced to $0.75 for USA and Canada, $0.83 for Europe, and $1.00 everywhere else for additional items.

Mugs: $6.99 for USA, $5.49 for Europe, $8.99 for Canada, $9.99 for Australia and New Zealand, $8.99 everywhere else.

These rates are reduced to $1.65 for Europe, $5 for Canada, Australia and New Zealand, and $4 everywhere else for additional items.

Coasters: $4.80 for USA