FAQs
When will my order be processed? We process all orders within 1 to 3 business days (excluding weekends and major holidays) after your order is placed. You will receive a notification email once your order has been dispatched.
Why did my items arrive in separate packages? To bring you a wide variety of trending and innovative pet supplies at the best prices, we partner with specialized suppliers across the globe. Because of this, items in the same order are frequently dispatched from different international and domestic warehouses. You will receive separate tracking numbers for each package, and they may arrive a few days apart.
How long will it take to receive my order? Because we ship directly from our global manufacturing partners, standard shipping typically takes:
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United States: 7 – 15 business days
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Canada & UK: 8 – 18 business days
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Australia & Europe: 10 – 20 business days
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Rest of the World: 12 – 25 business days
Why isn't my tracking link updating? Once your order leaves our supplier's warehouse, it can take 2 to 5 business days for the carrier's system to register the package and update the tracking link. If your tracking hasn't updated after 5 business days, please reach out to our support team.
Do I have to pay customs or import duties? Depending on your location, your order may be subject to local customs fees, import duties, or taxes once the shipment reaches your country. These charges are out of our control and are the responsibility of the buyer. Please check with your local postal service for specific guidelines.
What if my package is lost or stolen? If your tracking information shows that your order was delivered but you cannot find it, please check with your neighbors or your local post office. We are not responsible for packages that are marked as delivered, but we will gladly help you open an investigation with the carrier if your package is delayed in transit for more than 30 business days.