Order processing
Orders are generally prepared within 1 to 3 business days. High-volume periods, pre-orders or personalized items may take longer; any material exception is shown on the product page or communicated by email.
We send a confirmation after payment and a tracking update when the shipment is handed to the carrier.
Shipping rates and delivery estimates
Available options, pricing, taxes and delivery estimates are calculated from the address and displayed at checkout before payment.
Carrier timelines are estimates. Weather, holidays, remote destinations and customs reviews can cause delays outside our control.
Incorrect address, delayed or damaged package
- Contact us promptly if an address needs correction. Changes are not guaranteed once preparation or shipment has begun.
- For a package marked delivered but missing, verify the address, safe places and neighbours, then contact us with the order number.
- For a damaged or incorrect item, contact us within 7 days of delivery with photos of the package and product.
Returns
A return request may be made within 30 days of delivery. The product must be unused, unopened, in its original packaging and accompanied by proof of purchase.
To protect animal health, food, treats, hygiene products and opened or used items generally cannot be returned unless defective, damaged or not as ordered.
Refunds and cancellations
After an eligible return is inspected, the refund is issued to the original payment method. Original and return shipping fees are non-refundable unless the issue was our error or the product was defective.
An order may be cancelled before preparation begins. Send the request promptly and we will confirm whether cancellation remains possible.