Help & FAQ
Answers to the questions we hear most. Still stuck? Reach out and a real human will help.
How do I track my order?
A tracking link is emailed as soon as your order ships (we process orders in 1 to 3 business days), and tracking can take 24 to 48 hours to activate. You can also find it in your account under order history.
Can I change or cancel my order?
If it hasn't shipped yet, message us right away and we'll try to update or cancel it. Once it's on the way, we'll help you with a return instead.
It says delivered but I don't have it
Carriers sometimes scan a parcel early. Give it 24 to 48 hours and check around your door and with neighbors, then message us and we'll open an investigation with the carrier.
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 later.
How much is shipping?
Standard shipping is free on all orders, unless a product page or checkout notes otherwise. No minimum and no code needed.
How long will delivery take?
We process orders in 1 to 3 business days, and most items ship from our US warehouses to arrive within 7 to 12 business days total. A few oversized or specialty items ship from overseas and take 12 to 18 business days; those are marked on the product page before you order.
Where do you ship from and to?
Most items ship from our US warehouses; a small number of oversized or specialty items ship from overseas facilities, clearly marked on the product page. Either way, you get a tracking link when it is on the way.
Is faster shipping available?
Every order ships on our free standard service today (7 to 12 business days). In a hurry? Message us and we'll see what's possible.
What is your return policy?
Most items can be returned within 30 days of delivery, unused and in original packaging. Exact conditions (restocking fees, return shipping) vary by brand. See our refund policy for your item's brand. Damaged, defective or wrong items are always fully covered.
How do I start a return or exchange?
Message us with your order number and what you'd like to return or swap, and we'll send you the steps.
When will I get my refund?
Once your return arrives and is checked, refunds go back to your original payment method, usually within a few business days.
My item arrived damaged or wrong
We're so sorry about that. Send us a photo and your order number and we'll make it right, usually without needing the item back first.
How do I pick the right size?
Each product page lists measurements and a sizing guide. Measure your pet and compare to the chart. Between sizes? Message us and we'll advise.
Do you sell for dogs and cats?
Both. You can shop just dogs or just cats from the Shop Dog and Shop Cat menus at the top.
Is this item in stock?
If you can add it to your cart, it's in stock and ships from a US warehouse. Sold-out items show as unavailable.
Is checkout secure?
Yes. Checkout is fully encrypted and we never store your card details.
What payment methods do you accept?
All major cards, plus Shop Pay, PayPal, Google Pay and Apple Pay at checkout.
How do I use a discount code?
Enter it in the discount box in your cart or at checkout. One code per order unless stated otherwise.
Didn't find what you were looking for?
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