FAQ

Returns & Refunds

1. What is your return policy?

You can view our return policy here.

2. How can I return a product?

Please contact us at [email protected] and we will send you the return address.

3. I received the wrong item.

Oops, that’s not what you expected! While it’s rare, if it happens, email us at [email protected] and we’ll fix it for you.

4. Can I cancel my order?

Absolutely! To cancel your order, simply email [email protected] with your order number and cancellation request, and we’ll take care of it.

5. Can items be exchanged?

Sure thing! Exchanges are usually fine—just contact us at [email protected].

6. The item I received is damaged or defective!

Please email us at [email protected] and we’ll handle it for you.

Order Tracking

1. My package is marked as delivered but I did not receive it.

Yep, sometimes couriers get ahead of themselves. Please wait a few more days, and if it still hasn’t arrived, contact us at [email protected]. We’ll investigate, communicate with the courier, and make sure it’s resolved for you!

2. I haven’t received my order yet.

Order gone missing? That’s strange! Email us at [email protected], and we’ll look into it. We might need to file a claim with the courier, but rest assured—we’ve got you covered.

Shipping Questions

1. How much does shipping cost?

Click here to view our shipping rates.
If you need expedited shipping, the cost is $30–$38 USD. Leave a note with your order and we’ll send you an invoice for the price difference—please check your email and complete payment.

2. How long does it take to ship my order?

Once we receive your order, it usually takes up to 3 days to prepare for shipment.
Standard shipping takes approximately 12–15 days.

Size

1. I’m not sure which size to buy.

Before placing your order, please carefully measure your pet’s size and weight, and compare it with the product’s size chart. If you have more questions, leave a message in the bottom-right chat box—we’ll respond by the next day.

2. Can you help me double-check the size?

Yes, absolutely! Leave your measurements in the order notes and we’ll verify the sizes you selected. If something doesn’t match, we’ll contact you by email—please keep an eye on your inbox.

Discounts

Can I return my Annual Sale orders?

Sorry, discounted items are non-refundable. However, if the size isn’t right, you can absolutely request an exchange.