FAQ

We specialize in high-quality products for all your furry friends! Our categories include:

• Beds & Mats for ultimate pet comfort
• Collars & Leads for stylish and functional walks
• IQ Games to challenge your pet’s intelligence
• Functional Products for everyday pet care
• Health & Wellbeing items to keep pets happy
• Special sections for Dogs, Cats, Puppies, and Small Pets
• Outdoor and travel accessories for pets On The Move
• Play Products and Scratch Products for endless fun

Yes! We carefully select products for pets of all sizes. Many items come in multiple sizes – please check individual product descriptions for specific sizing information. We have special sections for puppies and small pets to ensure their unique needs are met.

Consider your pet’s size, age, and activity level. For specific recommendations, feel free to email our pet experts at [email protected] with details about your furry friend and we’ll gladly suggest suitable products!

Simply click “Register” during checkout or in the top navigation. You’ll need to provide your email address and create a password. Having an account lets you track orders, save favorites, and check out faster next time!

Click “Forgot Password” on the login page and enter your email address. We’ll send you a link to reset your password securely.

We process orders quickly (within 1-2 business days), but if you contact us immediately at [email protected], we may be able to modify your order. Once processed, we cannot guarantee changes.

We accept:

• Visa
• MasterCard
• JCB
• PayPal

Absolutely! We use industry-standard encryption to protect all transactions. We never store your full payment details on our servers.

This could be due to insufficient funds, incorrect card details, or your bank’s security measures. Please verify your information and try again, or contact your bank. You can also try using PayPal as an alternative payment method.

After processing (1-2 business days), delivery times depend on your shipping choice:

• Standard Shipping: 10-15 days after dispatch via DHL/FedEx
• Free Shipping: 15-25 days after dispatch via EMS (orders over $50)

Note: Delivery to remote areas may take longer, and we currently don’t ship to most Asian countries.

Once your order ships, you’ll receive a confirmation email with your tracking number. Click this number to follow your package’s journey to your doorstep!

While most deliveries arrive on time, occasional delays can happen due to customs or other factors. If your order is significantly late, please contact us at [email protected] and we’ll investigate.

Yes! We ship globally except to most Asian countries and some remote areas. If you’re unsure about delivery to your location, email us at [email protected].

We want you and your pet to be completely happy! You may return most unused, unopened items within 15 days of receipt for a refund or exchange. Some restrictions apply – please see our full Returns Policy for details.

Email us at [email protected] within 15 days of receiving your order. Include your order number and reason for return. We’ll provide return instructions and address.

Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

Once we receive your return, we’ll process your refund within 5 business days. It may then take additional time for your bank or credit card company to post the credit.

Our pet-loving team is happy to help! Email us at [email protected]. We typically respond within 24 hours on business days.

Our customer service team is available Monday-Friday, 9am-5pm EST. Emails received outside these hours will be answered the next business day.

Our headquarters is at:
1341 Cantebury Drive, New York, US 10007
Though we’re based in New York, we ship premium pet products worldwide!