Frequently asked questions
Ordering
Where do you ship?
Canada and the United States.
How much is shipping?
Free over the threshold shown in the banner at the top of the site. Below that, it's calculated at checkout based on where you are, so you see the cost before you pay.
How long will my order take?
It depends on the item. Part of our range ships from a warehouse inside the United States and part ships internationally, which takes longer. Once your order ships you'll get an email with tracking. See Shipping for the detail.
Will I be charged customs or duties?
Not on anything shipping domestically within the United States. On internationally shipped items your local customs authority may charge import duties, which are set by your government and aren't included in our price. Ask us before ordering and we'll tell you which items ship domestically.
Can I change or cancel an order?
If it hasn't shipped yet, yes. Get in touch as soon as you can and we'll do what we can. Once it's with the carrier we can't recall it, but you can still return it.
Returns
What's your returns policy?
Thirty days from delivery. See Returns and exchanges for how it works.
Do I pay return postage?
Yes, unless the item arrived damaged, faulty, or wasn't what you ordered - in which case we cover it. For lower-value items it's often not worth shipping anything back; tell us what went wrong and we'll usually just send a replacement.
Products
Do you sell supplements, treats or chews?
No. We don't stock anything your dog eats. Those products carry health claims we aren't in a position to verify.
Do your products work for cats?
Some do, and we say so on the product page where it applies. The range is built around dogs.
How do I choose a size?
Where there's a choice to make, the product page gives guidance in terms of dogs rather than letters - what fits a terrier, what fits a labrador, and what to do when your dog is between the two. Harnesses and leads are sized by chest measurement, so measure around the widest part of the ribcage before you order.
Are the toys indestructible?
No toy is. Supervise your dog, check anything they chew for wear, and retire it once it starts coming apart.
Getting in touch
How do I contact you?
Through the contact page. A person reads every message.
Where's my order?
Once it ships you'll get an email with a tracking number and a link - that email is the fastest way to find it, so check your spam folder if it isn't in your inbox. Tracking often sits still for a few days after a parcel is collected, which is normal and usually means nothing has gone wrong. If it hasn't moved for a week, get in touch with your order number and we'll chase the carrier - you don't need to.