These are the questions pet parents ask us the most. Didn't find what you were looking for? Don't be a stranger! Feel free to contact us here or by email at - [email protected]

Shipping

Do I need to be home to sign for the order?

NO. The driver will deliver the package to either your doorstep or doorman.

How much is shipping?

Shipping is free for orders over $45. Shipping for all other orders varies depending on the products and destination and can be checked at the order checkout page.

How long does it take for a package to arrive?

Customers that ordered with our standard express shipping can expect to receive their order in between 1-4 business days. Customers who used our expedited shipping should receive their orders within two days. International customers can expect shipping to take between 8-18 business days depending on the destination.

Who will be delivering my order?

We mainly ship via FedEx, UPS, DHL, and USPS.

The tracking number you gave me doesn’t have any information about my order.

Tracking numbers can only be created after a shipping label has been assigned to your package. Once your order has been dispatched you will receive an order confirmation email with all your tracking information. Please note that it may take between 24-48 hours for updates to show on the tracking site.

Can I cancel or change my order once it’s been placed?

You can make changes to an order up to one hour after it’s been placed, and re-order it to a different address or with different items. To cancel or make changes to an order contact us at [email protected] up to one hour after an order has been placed, and provide us with your order number.

As much as we’d love to make changes and modify orders (add/remove items, change the address, etc) after they’ve been dispatched, we are sadly unable to do so at this point.

Payments

What information do I need to provide in order to check out?

We only ask our customers to provide us with a shipping address and payment method to make a purchase.

What forms of payment do you accept?

We accept all major credit cards and PayPal

When will I be charged?

Your payment method of choice will be charged automatically on the date the order is shipped. you might see a pending charge for the total amount of the order, which will disappear 24 – 48 hours after your order ships.

How can I make a purchase?

Simply browse our items and add the ones you like to your cart. When you’re sure you haven’t missed any of our awesome products, proceed to checkout, fill in your address, payment method, and voila! You’re all done!

Returns

How can I know the status of my refund?

Depending on your banking institution, your refund will be credited back to your original payment method(s). Refunds to PayPal accounts usually take 24-48 hours to show, and refunds to credit cards can take between 3-14 business days.

What do I do if I want to exchange or return an item?

Our number one priority is to make our customers happy!
If for any reason you’re unhappy with the items you received or if they don’t fit your pet, feel free to contact us at [email protected], and we promise to find the best solution for you.

Support

How can I contact your customer service?

Our pet experts are available 24/7 to answer your every question. Feel free to contact us any time at [email protected].

What are your customer support service hours?

We’re available all day every day, 24/7, 365 days a year.