FAQ - Frequently Asked Questions

Shipping & Delivery

How long does shipping take?
Most orders arrive within 8-15 business days to the US and 10-18 business days to Canada. All duties and import taxes are already included in your order total, so there are no surprise fees at delivery.

Do you ship to my country?
Right now we ship to the United States and Canada only. We're working on adding more countries soon.

How do I track my order?
You'll get a shipping confirmation email with a tracking link as soon as your order ships. You can also visit our Track Your Order page anytime.

Why does my order ship separately / take longer than a local store?
Our products are shipped directly from our fulfillment partners to keep prices low and offer a wider selection. This means delivery takes a bit longer than a typical domestic warehouse, but you save on cost.

Returns & Refunds

What's your return policy?
If an item arrives damaged or defective, we'll send a free replacement or full refund, no questions asked. If you simply changed your mind, you can request a refund within 14 days: keep the item and get 40% back, or ship it back to our US returns address within 30 days for a full refund (minus return shipping). See our full Return & Refund Policy for details.

What items can't be returned?
Personalized items (like custom-embroidered harnesses) and consumable items (like treats or grooming pads) can't be returned unless defective.

How do I start a return?
Message us through the chat bubble on the site or visit our Contact page with your order number and photos if the item is damaged.

Products

Are your products safe for my pet?
Yes. We only source from suppliers who meet international safety standards. Some plastic and silicone items carry a California Prop 65 warning label as required by law, even though the products are safe for normal use.

Do you offer size guides?
Yes, sizing details are listed in each product description. If you're unsure, message us and we'll help you pick the right fit for your pet.

Can I buy items as a bundle to save money?
Yes! Check out our Bundles & Kits collection for curated sets at a discount.

Orders & Payment

What payment methods do you accept?
We accept all major credit cards and other secure checkout options available at checkout.

Can I change or cancel my order?
Message us within a few hours of placing your order and we'll do our best to change or cancel it before it ships. Once an order has shipped, it can't be cancelled.

Is my payment information secure?
Yes, all payments are processed through Shopify's secure, PCI-compliant checkout. We never see or store your card details.

Still have questions?

Chat with us using the bubble in the bottom-right corner of the site, or visit our Contact page. We typically respond within 1 business day.