Frequently Asked Questions
Find answers to common questions about orders, shipping, returns, products, and more.
📦Orders & Shipping
How long does shipping take?+
Standard shipping takes 8–12 business days and Express shipping takes 6–8 business days, both with full tracking. Orders are dispatched from our local overseas warehouses within 24–48 hours.
How much does shipping cost?+
Shipping is calculated by parcel weight and destination country — Standard starts from $5.49 and Express from $11.99. The exact cost is shown at checkout. Plus, orders over $59 get an automatic discount of up to 15% off.
How can I track my order?+
Once your order ships, you'll receive an email with a tracking number. You can also sign in to your account and open My Account → Orders to see your order status.
Can I change or cancel my order?+
Orders can be modified or cancelled before they ship. Contact us as soon as possible with your order number and we'll do our best to help. Once an order has shipped, you can return it after delivery.
↩️Returns & Refunds
What is your return policy?+
Returns are accepted within 30 days of delivery — requests after 30 days cannot be accepted. Items should be unused and in original packaging.
What if my order arrives damaged or incorrect?+
Contact us within 48 hours of delivery with photos of the issue. We'll cover the return shipping and send a free replacement or issue a full refund.
When will I get my refund?+
Refunds are issued to your original payment method within 3–5 business days after we receive the return.
🐾Products
Are your products safe for all pets?+
We only stock products from trusted suppliers and review every item for pet safety. Always check the product description for size and breed suitability, and consult your vet if your pet has special needs.
How do I choose the right size?+
Each product page lists available sizes and details in the Product Information tab. If you're between sizes, we recommend sizing up — and you can always exchange within 30 days.
👤Account
How do I create an account?+
Click Account in the top navigation and choose Join Us. You only need your name, email and a password — it takes under a minute.
How do I reset my password?+
Open the sign-in page and click Forgot password?. Enter your account email and follow the instructions.
Can I check out without an account?+
Yes — guest checkout is supported. Creating an account lets you track orders and save addresses for faster checkout.
💳Payment
What payment methods do you accept?+
We accept PayPal and major credit/debit cards (Visa, Mastercard). All payments are processed over SSL encryption and your card details are never stored on our servers.
Is my payment information secure?+
Yes. Checkout is SSL encrypted and payments are handled by our payment providers — we never see or store your full card details.
Still have questions?
Our customer care team is here to help. Reach out via email for personalized support.