Shipping & Delivery
How long will my order take?
Delivery depends on where you are. These are calendar days from the day your order ships, and orders take 1 to 3 business days to process before that.
- Australia & New Zealand — 10 to 20 days
- United Kingdom — 10 to 20 days
- Europe — 12 to 22 days
- United States & Canada — 20 to 35 days
- Rest of world — 20 to 40 days
We quote the honest range rather than the best case. Full detail is in our shipping policy.
Where do you ship from?
Our products are made and shipped by our production partners overseas. That is what keeps the prices where they are, and it is also why delivery takes longer than a local warehouse would. We would rather say so up front.
Do you ship to my country?
We ship worldwide to most countries. If your address does not come up at checkout, let us know and we will look into it.
How much is shipping?
Standard shipping is $4.99 USD, and it is free on orders over $70 USD. Standard is the only method we currently offer.
Why did my order arrive in separate packages?
Orders with several items sometimes ship separately and arrive on different days. You are never charged extra shipping when that happens.
How do I track my order?
You will get an email with a tracking number once your order ships. Tracking can take 3 to 5 business days to start updating after you receive it, which is normal and not a sign anything is wrong.
Money & Customs
What currency am I charged in?
Our prices are in US dollars. If you are shopping from elsewhere, your cart may display converted amounts in your local currency at the current exchange rate. The amount charged is always the USD price converted at checkout.
Will I have to pay customs or import duty?
It depends on your country. Australia and the United Kingdom have high duty-free thresholds that our order values sit well below, so duty is unlikely. The European Union applies a small flat duty per item, which we cover. Orders to the United States and Canada are the ones most likely to attract duties and customs fees.
Where your country does charge, the fee is collected by the carrier or customs and is not part of your order total. If you would rather know before you buy, ask us.
Sizing
How do I choose a size for my pet?
Measure your pet rather than guessing from their weight — breeds of the same weight vary a lot. You want the neck circumference, the chest at its widest, and the back length from the base of the neck to the base of the tail. Each product page lists the measurements for every size it comes in.
What if the size is wrong?
Message us with a photo and your order number. See the returns answers below — for most items you will not have to send anything back.
Returns & Cancellations
Can I return something?
Yes, within 30 days of the day your order is delivered — not from the day you ordered. The item needs to be unused and in its original packaging. Start by messaging us with your order number.
Do I have to ship it back?
For items under $30 USD, no. Sending them back costs more than the item, so if something is wrong we refund or replace it from a photo and you keep the item. Items over $30 USD do need to come back to us, and we will send the return address when we approve the request.
What if my order arrives damaged or wrong?
Send us a photo of the item and its packaging within 7 days of delivery and we will make it right with a replacement or a full refund, whichever you prefer. No return needed. Full detail is in our refund policy.
Can I cancel an order?
Within 24 hours of ordering, yes, for a full refund. After that it is already with our production partner and we cannot pull it back — but you can still return it once it arrives.
Still stuck?
Send us a message. We answer within 2 business days, and a real person reads it.