Frequently Asked Questions
Orders, shipping, sizing, personalization and returns — answered in one place.
Orders & Shipping
Placing an order, delivery times, and tracking.
How long does shipping take?
Orders are dispatched within 1–2 business days. Standard delivery takes 3–7 business days, and express is 1–3 business days. Every shipment includes tracking by email.
Is shipping free?
Yes — shipping is free on all orders over $49. Below that a flat rate of $6 applies. Choose your method at checkout.
Do you ship internationally?
We ship to 40+ countries. Duties and taxes for international orders are calculated at checkout where applicable.
Can I change or cancel my order?
If your order hasn't shipped yet, contact [email protected] and we'll update or cancel it right away.
Products & Sizing
Choosing the right items and sizes for your pet.
How do I pick the right size?
Measure your pet's neck and chest (and weight) and compare with the size guide on each product page. If you're between sizes, size up for comfort. When in doubt, our live chat can help.
Are your materials pet-safe?
Yes. We use non-toxic, pet-safe materials and food-grade silicone for bowls and feeders. Everything is tested for everyday wear and chewing.
Are the products machine washable?
Most fabric items (harnesses, collars, beds) are machine washable on a gentle cycle. Wipe waterproof gear and hard goods clean with a damp cloth.
Do you sell replacement parts?
Yes — extra poop-bag rolls, covers and accessories are available separately in the shop.
Personalization
Engraving, embroidery and gift options.
Is personalization free?
Engraving on ID tags and standard name embroidery are free on eligible items. Some heavier options add a small fee shown on the product page.
How long does personalized gear take?
Add about 2–3 business days for engraving or embroidery before dispatch.
Can I return a personalized item?
Personalized items are made just for you, so they're non-returnable once produced. If it arrives damaged or wrong, we'll replace it free.
Returns & Support
Refunds, exchanges and getting help.
What is your return policy?
Unopened, unused items can be returned within 30 days for a full refund. Start a return by emailing [email protected] with your order number.
Something arrived damaged — what now?
We're sorry! Send a photo to [email protected] within 14 days and we'll re-ship a replacement or refund you.
How do I contact you?
Email [email protected], use the live chat in the corner, or reach us through the Contact page. We reply within 24 hours.
Still need help?
Can't find your answer? Our support team replies within one business day.