Frequently Asked Questions
This is where you’ll find answers to most of the questions you might have. For other enquiries, please send us an email at firstname.lastname@example.org and we’ll help you from there.
We want to make sure you are getting the right size for your pet! On each product page under the description tab, there is a size table. Please refer to the table for details.
We don’t ship worldwide but it’s pretty close. You may find out about the countries we ship to on the check-out page.
Please note that package(s) shipped internationally may be subject to import taxes, customs duties, and/or fees imposed by the destination country(ies). These charges, if applicable, are not covered in payments you made to us. For further details of charges, please contact your local customs office directly.
It’s a flat shipping rate of USD $10 for all apparel, collar and leash.
For bed orders, the shipping rate is USD $28 per unit no matter where you are in the world.
Please note that these two rates are additive.
Orders placed before 02: 00 GMT will be shipped within the next business day (from Monday to Saturday).
Once the item is shipped, you will receive a shipment confirmation email followed by a tracking information email. Please contact us here if you haven’t received it.
We get it – sometimes you press ‘confirm’ too soon, or you may need to change the colour or size. In this case, email us here as soon as possible, and we’ll try to fix it. Unfortunately, we can’t guarantee anything in the event the order has already been shipped. You may send us back the product upon receipt and request for a refund (except items purchased during a sale). Please note that you will be responsible for all shipping charges associated with sending the item(s) back to us.
Please submit a return request within 7 days of receiving the product. We will then email you a Return Request Letter with a Return Number. Please print out the Return Request Letter, place it within the parcel and mail to the below address through the courier service of your choice:
Unit 1308, 13/F, Riley House, 88 Lei Muk Road, Kwai Chung, N.T., Hong Kong
Please note that you will be responsible for all shipping charges associated with sending the item(s) back to us. Returns without a Return Number will not be accepted. For more information on our return policy, please click here.
If you wish to exchange an item(s) for another product/ color/ size, please submit a return request and send back to us the item(s) you wish to exchange within 7 days of receiving the product and place a separate order for the item(s) you wish to exchange for.
We will send you the new item(s) while we refund you the cost of the original item(s). Please note that you will be responsible for any additional shipping cost.
For more information on our return policy, please click here.
Payment will be refunded via the original form of payment.
No, only in the case that there was a defect.
Love it! Please contact us here and we can discuss further.
Please contact us here. We’ll help you however we can.