Frequently Asked Questions
Shipping & delivery
How long will my order take?
Orders are processed in 1–3 business days. After dispatch, typical delivery is 7–12 business days to the US, 8–14 to the UK, 8–15 across the EU, and 10–18 to Canada, Australia and New Zealand. Full detail is on our Shipping Policy page.
Do you ship to my country?
We currently ship across the United States, United Kingdom, European Union, Canada, Australia and New Zealand. If your country is not showing at checkout, email us and we will look into it.
Will I pay customs or import duty?
Possibly, depending on your country and order value. Where duties are not collected at checkout, they are payable on delivery and set by your local authorities — they are not something we add or receive.
Why did my order arrive in two parcels?
Items sometimes ship from different warehouses so that each one reaches you as fast as possible. There is no extra charge, and each parcel has its own tracking.
Returns & refunds
What is your returns window?
30 days from delivery for unused items in original packaging. UK and EU customers additionally have a statutory 14-day right to cancel.
Who pays return postage?
For change-of-mind returns, you do. If the item is faulty, damaged or incorrect, we cover it entirely.
Can I return a used grooming brush?
Unfortunately not — for hygiene reasons we cannot resell items that have been in contact with a pet's coat or skin. If it is faulty, that is a different matter and we will replace it.
How long do refunds take?
We process within 5 business days of receiving your return. Your bank may take a further 5–10 days to show it.
Products
How do I choose the right harness size?
Each product page has a size guide based on chest girth, not weight. Measure around the widest part of your dog's chest, just behind the front legs. If you are between sizes, size up.
Are your toys safe for aggressive chewers?
Some are, some are not — we note durability on each product page. No toy is indestructible, so please supervise your pet and replace anything that starts to break apart.
Are these veterinary products?
No. Our products are pet accessories and we make no health or medical claims. For anything health-related, speak to your vet.
Orders & payment
Can I cancel my order?
Yes, free of charge, any time before it is dispatched. Email us as soon as you can.
What currency are prices in?
All prices are shown in US dollars.
Still stuck?
Email alimohamadthobani@gmail.com and we will help.