Frequently Asked Questions

Why is my delivery taking longer than expected?

We ship all orders from the United States, and delivery can take a minimum of 5–8 business days after dispatch. International orders may take longer due to customs processing, local postal delays, or carrier backlogs. If your order has been shipped, please allow a few extra days before contacting us.

Where do you ship from?

All of our orders are shipped directly from the United States. This means that depending on your location, your order may need to pass through customs before it reaches you.

Will I have to pay import duties or taxes?

Yes. Any import duties, customs fees, or local taxes are the responsibility of the customer. These charges are set by your country's customs authority and are not included in our product prices or shipping costs. We recommend checking your local import regulations before placing an order.

Can you deliver food and treats to my country?

We may experience difficulties delivering food and treat products to countries outside of the United States. This is due to strict import regulations around animal products in many countries. Customers who order food or treat products for international delivery do so at their own risk. We cannot guarantee delivery and are unable to take responsibility for items held, seized, or returned by customs.

Why does my package show as delivered but I haven't received it?

Occasionally carriers mark packages as delivered before they physically arrive. Please check with your neighbours and your local post office. If the package still has not arrived within 3 business days of the delivery confirmation, please contact us and we will do our best to help.

Can I track my order?

Yes! Once your order has been dispatched you will receive a shipping confirmation email with a tracking number. You can use this to follow your order's journey to your door.

My order arrived damaged. What do I do?

We're sorry to hear that! Please contact us within 7 days of receiving your order and include photos of the damaged item and packaging. We'll work with you to find the best solution.

I ordered the wrong item. Can I change or cancel my order?

We process orders quickly, so please contact us as soon as possible if you need to make a change or cancellation. Once an order has been dispatched, we are unable to make changes.

Still have a question?

Don't hesitate to reach out to us. We're happy to help!