FAQs

1. What forms of payment do you accept?
We accept all major credit/debit cards (Visa, Mastercard, Amex), PayPal, and Shop Pay for a fast, secure checkout.

2. How long does shipping take?
Since our products ship from our overseas warehouse, standard delivery takes approximately 10–20 business days depending on your location.

3. Do you offer free shipping?
Yes! Orders over $75 qualify for free shipping. Orders below that threshold have a small flat shipping fee calculated at checkout.

4. How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number and link. You can also track your order anytime from the "Track Order" page in our footer.

5. Can I cancel or change my order after placing it?
Orders can be changed or canceled within 12 hours of purchase. After that, our fulfillment process begins and changes may not be possible. Contact us as soon as possible if you need to make an update.

6. What if my order arrives damaged or incorrect?
We're sorry for the inconvenience! Please email us within 7 days of delivery with your order number and a photo of the item, and we'll arrange a replacement or refund right away.

7. What is your return policy?
We accept returns within 30 days of delivery for unused items in original packaging. Please visit our Shipping & Returns page for full details and to start a return.

8. Do you ship internationally?
Yes, we ship worldwide! International delivery times may vary (typically 10–20 business days) depending on your country and local customs processing.

9. Will I be charged customs or import duties?
Some countries may apply customs fees or import duties on international orders. These charges are determined by your local customs office and are the responsibility of the customer.

10. How do I know what size to order?
Each product page includes a detailed size guide with measurements. We recommend measuring your pet's chest and length before ordering, and sizing up if your pet is between sizes.

11. Are your products safe for pets?
Yes, all our products are made from pet-safe, non-toxic materials designed for comfort and durability during everyday use and play.

12. Do you offer discounts or bundle deals?
Yes! We regularly run bundle discounts — check the product page for "Buy More & Save" offers, and keep an eye on our newsletter for exclusive promo codes.

13. How do I apply a discount code?
Enter your discount code in the "Discount code" box at checkout, then click "Apply" — your total will update automatically before payment.

14. Is my payment information secure?
Absolutely. All transactions are encrypted and processed through secure, PCI-compliant payment gateways. We never store your card details.

15. How can I contact customer support?
You can reach our Pet Parent Support team anytime through our Contact Us page, and we typically respond within 24–48 hours.