Getting it to you, and back if needed
No fine print games. Here is exactly where we ship, how long it takes, and what happens if something is not right for your dog.
- United States
- Where we currently deliver
- 6–9 business days
- 1–2 to pack, 5–7 in transit
- 30 days
- To start a return
- Exchanges offered
- For size and variant issues
Shipping
One straightforward rate, no tiers to work out.
We ship within the United States. We do not deliver internationally at the moment — if you are outside the US and want something, write to us and we will tell you honestly whether we can help.
There is a single standard shipping rate. The exact cost is calculated and shown at checkout before you pay, so there is nothing to estimate in advance and no surprise added at the last step.
Every order is packed by hand here, so there are two stages to the wait. We prepare and dispatch your order within 1–2 business days, then delivery takes a further 5–7 business days. That is 6–9 business days from placing your order to it landing on your doorstep. Business days do not include weekends or public holidays.
You will get an order confirmation by email as soon as you check out, and tracking details once your parcel leaves us. If you have not seen tracking by the end of the second business day, check your spam folder before you worry — then tell us and we will resend it.
If your tracking has not moved for several days, or the estimate has passed, contact us with your order number. We would much rather chase it for you than have you wondering.
Returns
Thirty days to decide whether it was the right call.
You have 30 days from delivery to start a return. Message us first with your order number and we will confirm the return before you send anything back.
What we can accept back
- Unused items in their original packaging — beds, ramps and boots included.
- Supplements only if the container is still sealed and unopened. For food and supplement safety we cannot resell or accept an opened tub, and no shop reasonably can.
- Anything that arrived damaged or defective, regardless of packaging.
Who pays return shipping
For a change of mind, a sizing miss or a product that simply did not suit your dog, the cost of sending it back is yours. If the item arrived damaged, faulty or was not what you ordered, that one is on us — we cover the return shipping and sort it out properly.
Refunds
Once your return reaches us and we have checked it, your refund is issued to the original payment method. Allow 5–10 business days for it to appear — the last stretch of that is your bank, not us.
Exchanges
Wrong size is a fixable problem, not a lost order.
If the size or variant is not right, we will exchange it. Boots and beds are the usual culprits, and a paw measurement or a nose-to-tail measurement almost always tells us what should have gone in the box instead.
Message us with your order number, what went wrong and — if it is a fit issue — your dog's measurements. The same 30-day window and the same condition rules apply as for returns.
Unsure about sizing? Ask us before you order. A two-line message costs you nothing and saves a return trip for both of us.
Something not right? Start with a message
Use the contact form with your order number and a person will read it — no ticket bots, no scripted replies.