Quick answers to the questions we hear most. Cannot find yours? Get in touch and we will help.
Orders & Shipping
How long will my order take to arrive?
Most orders ship within 1–3 business days and arrive within about 1–2 weeks of ordering in the US. Each product page shows its own estimated dates. International times are listed on our Shipping & Delivery page.
How do I track my order?
You will receive a tracking number by email when your order ships. You can also use Track your order with your order number and email.
Why did my items arrive in separate parcels?
We fulfil from several warehouses, so items in one order can ship separately. Each parcel has its own tracking number, and you are never charged extra shipping for this.
Can I change or cancel my order?
Contact us as soon as you can. We can change or cancel an order before it ships, but not after.
Returns & Refunds
What is your return policy?
You have 30 days from delivery to request a return. See Returns & Refunds for the full steps.
My item arrived damaged. What now?
We are sorry! Send us your order number and a photo within 30 days and we will arrange a replacement or refund at no cost to you.
When will I get my refund?
Within 5–7 business days of us receiving and checking the returned item. Your bank may take a few extra days to show it.
Products & Account
Are your products safe for my pet?
We choose items made with pet-safe materials, but every pet is different. Always supervise new toys and chews, and check sizing and age guidance on the product page.
Do I need an account to order?
No, you can check out as a guest. An account lets you see your order history and save your details for next time.
Which payment methods do you accept?
We accept major credit and debit cards and other secure methods shown at checkout. Payments are encrypted.