Frequently Asked Questions
Orders
How long until my order ships?
We process orders within 1 to 2 business days. Once it leaves us you will get a tracking email.
Can I change or cancel my order?
If it has not shipped yet, yes. Email us as soon as you can and we will catch it. Once it is with the carrier we cannot recall it, but you can return it under our 14-day policy.
I did not get a confirmation email.
Check your spam folder first. If it is not there, the address may have been mistyped at checkout. Email us and we will resend it.
Can I order if I am outside the USA?
Yes. International shipping rates are calculated at checkout based on your address. Any customs duties or import taxes are the responsibility of the recipient.
Shipping
Is shipping really free?
Within the USA, yes. Every order, no minimum spend. International orders are charged at checkout.
How long does delivery take?
USA: typically 5 to 10 business days from dispatch. International: 7 to 14 business days. These are estimates, not guarantees, and carrier delays can happen during busy periods.
My tracking has not updated in days.
Tracking can sit idle for 48 to 72 hours while a parcel moves between facilities. If it has been longer than five business days with no movement, get in touch and we will open an enquiry with the carrier.
My parcel says delivered but I do not have it.
Check with neighbours and around the property first, and give it 24 hours since carriers occasionally scan early. If it still has not turned up, contact us and we will sort it.
Returns and refunds
What is your returns policy?
14 days from delivery. Items need to be unused and in their original packaging.
How long does a refund take?
5 to 7 business days once we receive and check the return. It then depends on your bank how quickly it appears.
Can I exchange instead of returning?
We do not process direct exchanges. Return the item for a refund and place a new order for what you want instead. It is faster that way.
What if my item arrived damaged or faulty?
Email us within 7 days with a photo. We will replace it or refund it, and you will not pay return shipping.
Are any items non-returnable?
Personalised and custom-made items cannot be returned unless they are faulty. Opened food and treats cannot be returned for hygiene reasons.
Products
How do I know what size to order?
Each product page lists measurements. For collars, harnesses and clothing, measure your pet rather than guessing from their weight, since breeds vary widely.
Are your toys safe for heavy chewers?
Some are, some are not, and we say which on the product page. As a rule, look for solid moulded rubber with no seams, and always pick a size too large for your pet to fit fully in their mouth.
Do you sell prescription pet food?
No. Veterinary diets require a prescription and should come through your vet.
Something is out of stock. Will it come back?
Usually. Email us the product name and we will tell you the expected restock date.
Payment and account
What payment methods do you take?
All major cards, plus PayPal, Apple Pay, Google Pay and Shop Pay. Available options show at checkout.
Is checkout secure?
Yes. Payments are processed by Shopify Payments over an encrypted connection. We never see or store your card details.
Do I need an account to order?
No, you can check out as a guest. An account just makes it easier to track orders and reorder.
Do you have a discount code?
Subscribe to our emails for 10% off your first order. Sale items are shown with a badge on the product card.
Still stuck?
Email us and a person will reply within 24 hours, Monday to Friday, 9 AM to 5 PM EST.