Frequently asked questions:
How long will it take to receive my order?
We try to process orders the same day, but it may take a few. After you order is processed, shipping time will usually take between 7 and 15 days. To achieve this, we often use multiple shipping partners throughout the delivery process. Please see the Shipping Policy page for more information.
Will I be able to track my order?
Yes, once your order is shipped, you will be emailed a tracking number. On our site, we have an order tracking page. That being said, we are more than happy to provide more specific updates, plus, we love to hear from customers! Please send us an email at firstname.lastname@example.org or use the contact form and we'll get back to you as quick as possible, 7 days a week.
I just placed an order, why can't I track it?
The system we use sometimes takes a few days to update. Please rest assured that if you received a shipping confirmation, your item is on the way! You can either contact us for an update, or check back after a day or so.
Can I cancel my order?
You can cancel your order up to the point it is shipped. After that, we are unable to cancel it. Please contact us if there is an issue and we'll do our best to help.
My package is lost or missing, what do I do?
If this happens, please contact us as soon as possible. We are not responsible if you provided incorrect information, but we will work with you to find a solution. If your package has gone missing or was lost, we will work with you to find a solution. Your first step in all cases is to contact us.
I ordered clothing and it isn't the right size, what should I do?
First of all, PLEASE make sure to carefully measure your pet. It hurts to know that a customer waited for their package just to be disappointed by it being the wrong size. That being said, contact us if this happens. We will likely work with you to offer a replacement of the correct size. Please see our Refund and Returns page for up-to-date details.
Why don't you charge tax?
Great question! We include the tax costs in our price. We sell to so many jurisdictions that it would be difficult to manage it otherwise. We are working on upgrading our tax capabilities and you'll likely see it as a separate line item at some point.
Where do you ship?
We try to ship anywhere in the world. It is possible (we haven't run into it yet) that we can't ship everywhere. If you do place an order from one of these locations, we'll contact you and let you know. We reserve the right to cancel orders in this case, but before we do that, we'll work with you to find an alternative solution.
Do I have to pay customs or duties?
Depending on where you are, it is possible that you will receive a customs bill for your order (we haven't had this happen yet). There are a lot of different rules and regulations around the world, so the responsibility of this is with the customer. Please check with us if you have any questions about this and we will do our best to answer and provide direction.
I ordered multiple items, will they come in one package?
Usually yes, but not always. Because of logistics constraints, your order may be sent in multiple packages. You will receive a tracking number for each package.