Faqs
Clear answers for ordering the pieces that make everyday life with pets more comfortable. If you still need a hand, write to [email protected].
How does shipping work?
We ship to most countries. Orders are prepared in 1–2 weeks, then transit time depends on the carrier. Shipping is free over $60 and $20 for orders under $60. DPD usually takes about 2 weeks, expedited small-piece service 1–2 weeks, and EMS 2–4 weeks. Fast UPS/DHL service is available in Norway, Iceland and Cyprus for $113 per piece and usually takes 5–7 days after preparation.
Can I track my order?
Yes. Once your order ships, we email a tracking number. Enter it at 17track.net, or email [email protected] and we will help with the latest logistics update.
Do you ship to my country?
We ship to most countries. If you are unsure, contact [email protected] before ordering. We currently cannot ship to Ukraine.
Can I cancel my order?
You can cancel free of charge within 24 hours. Once an order has shipped it cannot be cancelled without a fee; if you still request cancellation, 30–50% may be deducted for storage, preparation and shipping costs.
When will I receive my refund?
After we receive a return, allow up to 5 working days for processing. PayPal refunds usually arrive in 1–2 days and card refunds in 3–5 days. For help, email [email protected].
Will I pay customs duties?
Parcels with a maximum side longer than 60 cm may attract customs duties (the chance is generally around 5%). When a tariff applies, PITEET covers 20% of the amount; in most cases duties are $0–$20 per piece.
What payment methods do you accept?
We currently accept secure checkout through PayPal. You can use an eligible card through PayPal even if you do not have a PayPal account.
What if my parcel arrives damaged?
Take photos of the parcel and the product, then email [email protected] with your order number as soon as possible. We will review the case and guide you through the next step.
Can I change my shipping address?
Email us within 24 hours of placing your order. We will try to update the address before preparation begins, but changes cannot be guaranteed after dispatch.
How do I choose the right size?
Check the measurements listed on each product page and compare them with your pet and available space. If you are between sizes, contact us before ordering and include your pet’s measurements.
Are all products suitable for every pet?
Product details explain intended use and materials. Please supervise pets during play and choose furniture, toys, and accessories that match your pet’s size and habits.
How can I start a return?
Email [email protected] within 14 days of delivery with your order number and reason. Items must meet the conditions in our return policy; personalised and used items may be excluded.
Still wondering? We can help.
A HUMAN ANSWER IS ONE EMAIL AWAY