FAQ

How can I contact you?

To contact us at any time, please visit our Contact Us page. Please include your order number if your message is about an existing order.

How long does shipping take?

Orders are usually processed within 1–3 business days. Estimated delivery times are typically 7–15 business days, depending on your location, product, carrier, customs, and fulfillment partner.

How can I track my order?

Once your order ships, you will receive a shipping confirmation email with tracking information when available. Please allow time for tracking updates to appear.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order. Once an order has been processed, packed, submitted to a supplier, or shipped, we may not be able to change or cancel it.

What should I do if I entered the wrong shipping address?

If you entered the wrong shipping address, please contact us immediately. We’ll do our best to update it before processing, but we cannot guarantee changes once the order has been processed or shipped.

What is your return policy?

We accept return requests within 30 days of delivery. Items must be unused, in original packaging, and free from pet hair, stains, odors, damage, washing, or signs of use. Returns must be approved before sending anything back.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or missing required parts. Original shipping fees, if any, are non-refundable.

What if my item arrives damaged, defective, incorrect, or missing parts?

Please contact us within 7 days of delivery with your order number, a clear description, and photos or videos showing the issue. If approved, we may offer a replacement, refund, partial refund, resend, or another suitable solution.

What if my order says delivered but I didn’t receive it?

Please check your mailbox, porch, lobby, parcel locker, building reception, household members, neighbors, and local carrier first. If you still cannot find it, contact us and we’ll do our best to help.

Are any items non-returnable?

Yes. For hygiene, safety, and quality reasons, we cannot accept returns on used pet products, used grooming items, items with pet hair, stains, odors, washing, damage, or wear, final sale or clearance items, gift cards if applicable, or items returned without approval.