Questions
The things people actually write in and ask. If yours is not here, [email protected] gets a reply within 1 business day.
Ordering
Do I need an account?
No. Guest checkout works fine. An account only saves you re-typing an address next time.
Can I change an order after placing it?
Until the shipping label is printed, yes — email us. See Cancelling an Order.
Do you sell to businesses or resellers?
We are set up for households. Larger or repeat wholesale orders may be declined.
Shipping
What does shipping cost?
$3.99 flat, free over $25.
How long until it arrives?
1–3 business days (Mon–Sat) to pack, 5–10 business days (Mon–Sat) with the carrier — 6–13 business days from order placement in total.
Do you ship outside the United States?
No. United States only, including Alaska, Hawaii and Puerto Rico.
My tracking has not updated.
Normal for the first day or two. If it is still blank after two working days, tell us and we will chase the carrier.
Choosing for your animal
How do I get the size right?
Measure the animal, not the old collar. Neck girth for collars, chest girth behind the front legs for harnesses, nose-to-tail-base for beds and crates. Where a maker gives a weight range, trust the measurement over the weight.
Is this safe to leave my dog alone with?
Depends on the item and the dog. Chew toys and enrichment feeders are designed for supervised use unless the maker says otherwise. Determined chewers get through most soft toys; if yours does, look at the harder rubber items instead.
Are the grooming tools suitable for cats?
Some are, some are not, and the product page says which. Anything with a motor — vacuums, clippers, nail grinders — needs introducing slowly. Start with it switched off.
Do you sell food?
No. We stock feeding equipment — bowls, mats, water bottles, storage — but not the food itself.
How do I clean these?
Each product page carries the maker’s cleaning instructions. As a rule: fabric beds and blankets are machine washable cold, silicone and stainless steel are dishwasher safe, anything with a motor or a battery is wipe-clean only and must never be submerged.
Returns and money
How long do I have to return something?
30 days from the date of delivery from delivery, unused and in its packaging.
Can I return a bed my dog has slept on?
No — used bedding cannot be resold. If it is faulty rather than simply unwanted, that is a different matter and we will sort it out.
Who pays return postage?
You, if you changed your mind. Us, if the item was faulty, damaged or wrong.
When does the money come back?
We issue it 5–7 business days after the return is received, then your bank takes another few days.
Payment
What can I pay with?
Is my card safe?
Card details never touch our servers. See Payment.
Reaching a person
How fast do you reply?
within 1 business day, every day we are open.
Can I call?
+1 312-265-1205 during opening hours. Have your order number ready.