Shipping & Returns
Everything you need to know before you order — in plain language.
Shipping
Processing and delivery
- Processing: 1–2 business days after you order.
- Delivery: 3–7 business days after dispatch.
Most orders arrive within about a week. Orders placed on weekends or public holidays begin processing the next business day.
Shipping costs
- Standard: $8.00
- Express: $15.00
- Free standard shipping on qualifying orders — your cart shows the threshold and tells you exactly how much more you need to add.
Orders with several items
We work with a small number of trusted suppliers, so an order containing several items may arrive in more than one parcel, sometimes a day or two apart. You're never charged twice for shipping when this happens. If part of your order hasn't turned up within the delivery window, get in touch and we'll trace it.
Tracking
You'll get a tracking number by email as soon as your order is dispatched. Tracking can take up to 24 hours to start showing movement — that's normal and doesn't mean anything is wrong.
Addresses
Please double-check your shipping address at checkout. We can usually correct an address before dispatch if you contact us quickly, but once a parcel is moving we can't redirect it. Parcels returned to sender because of an incorrect address can be reshipped at your cost or refunded minus shipping.
Lost or stolen parcels
If tracking shows delivered but nothing arrived, check with neighbours and your building first, then contact us within 7 days. We'll open an investigation with the carrier and make it right.
International
We currently focus on United States delivery. Where international checkout is available, delivery times are longer and any customs duties or import taxes are the responsibility of the recipient.
Returns & refunds
If something isn't right for your pet, you have 60 days from the delivery date to return it. We'd rather you were happy than keep a sale.
What can be returned
Almost everything. Items should be in re-sellable condition — unused or gently tried, with original packaging and tags where possible. We can't accept returns on items that have been heavily soiled, chewed, washed, or damaged after delivery, since we can't pass those on to anyone else.
Who pays return shipping
- Changed your mind, wrong size, pet wasn't interested: you cover return shipping. We'll refund the full price of the item.
- Damaged, defective, or not what you ordered: we cover it. We'll send a prepaid label and you'll never be out of pocket.
How to start a return
Get in touch through our contact page within 60 days of delivery, with your order number and a short note about what's wrong. If the item arrived damaged or faulty, a photo helps us sort it out faster and usually means we can resolve it without a return at all.
Please don't send anything back before contacting us — returns without a confirmed return address can't be tracked or refunded.
Refunds
Once your return is received and checked, we'll refund the original payment method within 5–10 business days. Your bank or card issuer may take a few days more to show it. Original shipping charges are refunded only where the return is our error.
Damaged on arrival
Tell us within 7 days of delivery and we'll replace the item or refund you in full — no return required in most cases. Keep the packaging until we've confirmed.
Cancellations
Orders can be cancelled for a full refund any time before they ship, usually a window of 1–2 business days. Contact us as soon as possible and we'll do our best.
Exchanges
The fastest route is to return the original item for a refund and place a new order, so you're not waiting on two transits.
Questions about any of this? Reach us through the contact page — a real person answers.