Returns & Refunds

30 days from the date of delivery from the day the parcel is delivered. Tell us inside that window — the item does not have to be back with us by then, it just has to be on its way.

Anything unused, in the packaging it arrived in, with tags still attached. Bedding, apparel and soft toys need to be genuinely unused — once an animal has slept on a bed or worn a harness, we cannot resell it.

What we cannot take back

• Grooming tools, brushes and nail grinders that have been used on an animal
• Opened treats, supplements or anything edible
• Items returned without their packaging, or with the packaging cut open
• Anything damaged after delivery through use, chewing or washing

This is a hygiene line, not a technicality. If you are unsure whether something counts as used, ask before you send it.

1. Write to us. Email [email protected] with your order number and which item is going back.
2. We reply with an address. Usually within 1 business day. Do not post anything before you have it — unannounced parcels are hard to match to an order.
3. Pack and send. Use the original box if you still have it. Get a tracked service; without tracking we cannot prove it reached us.
4. We check it. Within two working days of arrival.
5. We refund. 5–7 business days after the return is received

You pay to send it back if you simply changed your mind, ordered the wrong size, or the animal did not take to it.

We pay if the item arrived damaged, faulty, or was not what you ordered. In those cases we also refund the original shipping.

Photograph it — the item and the box — and email us within 48 hours of delivery. We will replace it or refund it without asking you to post it back, unless the manufacturer needs it for a claim.

That is our error. We send the correct item and cover the postage both ways. You do not have to wait for the wrong one to reach us before we ship the right one.

We do not process direct swaps — it holds your money hostage while two parcels cross in the post. Return the first item for a refund and place a new order for what you actually want. It is faster.

Always back to the original payment method. We cannot refund a card that was not used for the order, and we do not issue store credit unless you ask for it.

We release the refund 5–7 business days after the return is received. After that it sits with your bank or wallet provider — normally another three to five working days before it shows on a statement. Klarna and Afterpay plans are adjusted through them, not by us.

If part of a multi-item order comes back, we refund those items only. Where the remaining order then falls below $25, the $3.99 shipping charge is deducted from the refund — the free-shipping condition no longer applies.

[email protected] · +1 312-265-1205 · 702 W 35th St, Chicago, IL 60616, United States