What happens if my order gets lost or stuck in the post? All of our orders are shipped with insured shipping and handling. If an order is stuck in customs, sent back, or even lost in the shipping process, we apologize!
The operation of the postal service is beyond our control. However, in such cases, as parcels are insured, we will make sure you receive a new parcel with faster delivery and full tracking if possible. So there is no need to worry.
How do I check the status of my order? Once your order has been dispatched, you will receive a confirmation email and/or text message if you have provided a mobile phone number, containing a tracking ID and a link where you can follow the parcel's progress. You can also visit the order tracking page to track the parcel.
Can I edit or cancel my order after placing it?
Due to the fast processing of orders in our fulfilment centre, we cannot guarantee that an order can be edited once placed. Email email@example.com and we will do our best!
How do I use a promo code?
At checkout, there is a field to enter your promo code. Please note: as subscription orders already include the 10% discount, they are not eligible for additional discounts or promotional offers.
What is the currency of the prices I see on the website?
All prices are in US dollars.
I have just placed an order, when will it be dispatched?
It takes 1-3 working days to process your order. The average delivery time is 10-15 working days, but you may receive your order much sooner. Delivery time may be 15-25 business days depending on your location . Tracking numbers will be provided 3-5 business days after your order is placed. If you do not have a tracking number after 7 business days, please email us at firstname.lastname@example.org.
I didn't like my order, can I return it? What should I do if there is a problem?
We offer a 100% money back guarantee if the item is faulty or damaged. We give you 30 days to send it back to us and get a full refund. You must send it back at your own expense. Once we receive the item, we will refund you the full cost of the original purchase. Please include your full name and order number on returned parcels. Please note: if your parcel is in transit, you must wait for it to arrive and return it before receiving a refund.
Can I cancel my order?
You can cancel your order without any penalty. You must cancel your order within 24 hours of placing your order. If the item has already been dispatched, please use our simple returns system to receive a full refund.
I entered the wrong address, what should I do?
If you have made a mistake or automatically filled in the wrong address, simply reply to the order confirmation email and double check the order details again. Once you have double checked whether the address originally provided is incorrect, please notify us as soon as possible by emailing email@example.com If the address provided is incorrect, we can change the address to the correct one within 24 hours. No refunds will be issued after 24 hours of incorrect submission.
How long does it take for delivery?
Delivery time varies as we deliver worldwide from different fulfilment centres depending on your location. The average delivery time is 10-15 working days. Tracking numbers are provided 1-3 days after your order is processed. Please provide these numbers to track your parcel.
I have a problem with the delivery. What should I do?
Contact us at firstname.lastname@example.org for more details! Please note: we do not refund for delayed delivery, incorrect address or parcel marked as delivered but not received.
If your order is marked as 'delivered' but your parcel has not yet arrived, we recommend waiting 48 hours as sometimes tracking can be inaccurate and updated in advance. If your parcel still hasn't arrived after 48 hours, we recommend consulting your local postal operator before sending an email.
I have a question that I have not received an answer to. Can you help?
Absolutely! We are here to help you and your pet be happy! Please send us an email at email@example.com
and we will be happy to help you in any way we can. We receive a large number of emails. Please include your order number and a clear description of the problem so that we can respond promptly.