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FAQS
Some Questions Related to Shipping, Orders, Payments and Discounts.
When will my order ship?
Orders ship within 24-48 business hours. Made to order items and pet beds usually ship within 2-3 weeks depending on manufacturer workload.
When will my order arrive?
Priority & First Class orders typically arrive within 1-3 days of the shipping date. Ground & Parcel orders usually arrive within 3-5 days of the shipping date.
Made to order items usually arrive within 2-4 weeks depending on manufacturer workload. You will receive an email from our team if your order falls into this category.
You can track your order via the tracking number sent to the email address you used to make the order. If it's not in your inbox, it may have gone to your spam folder. Tracking info may not be available for up to 24 hours.
How do I track my order?
When your order ships you will receive an email including a tracking number. If the email is not in the inbox of the email address you used to make the order, it may have gone to your spam folder. Carrier tracking information may not be available for up to 24 business hours.
Do you ship internationally?
We currently ship to all 50 United States and Canada. However, if you would like an order shipped outside of North America please contact us and we'll work with you on an individual basis.
How do I return or exchange an item?
The most simple and efficient way to exchange an item is to place a new order for the alternative(s) of the item(s) you wish to exchange. Follow the return guidelines when returning the exchange item(s). Please ensure that your item(s) are eligible for return before placing a new order. Click here for our return policies.
Can I place a phone order?
Unfortunately, we do not process orders via phone, email or messenger. Purchasing directly through our website is secure.
If you would like us to call you for any other reason, please feel free to contact us (include your phone number) and we'll call you within 48 business hours.
Is my payment secure?
When you initially provide or update your payment information, we transmit it via an encrypted connection to our payment processor, Stripe. Stripe uses and processes your payment information in accordance with Stripe’s Privacy Policy. We don’t store your payment information, other than your zip code and country, which we require for billing and to comply with tax and other government regulations.
Stripe adheres to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, Discover, and Apple Pay.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
If you choose to pay with PayPal or Sezzle, these forms of payment are also secure. You will find their security measures in your PayPal or Sezzle account information.
What payment methods can I use?
We accept Visa, Master Card, American Express, Discover, PayPal, Apple Pay, and Sezzle.
The minimum order amount to use Sezzle is $45. This is based on your total order, including shipping.
How much do I have to spend to use Sezzle?
The minimum order amount to use Sezzle is $45. This is based on your total order, including shipping.
Can I combine coupons?
Coupons and promo codes may not be combined.
Does my order qualify for free shipping?
Our free shipping offer is valid for orders totaling more than $75, after any other coupon is applied. Use promo code: FREESHIPPING at checkout.
Please note that pet beds have a $10 handling fee.
Free shipping excludes orders outside of the U.S.
Do you have a rewards program?
We do! Paw Rewards allows you to earn paws (aka points) toward discounts off your orders. Registration for Paw Rewards is free. For more information on Paw Rewards click here.
