Orders & delivery
Orders & shipping
How we process, ship and deliver your order.
How much does shipping cost?
Shipping is a flat $5.99 per order to the contiguous United States, Washington DC and APO/FPO addresses, and $14.99 per order to Alaska and Hawaii — no matter how many items you order. The shipping cost is shown at checkout before you pay. We ship to the 50 states, Washington DC and APO/FPO addresses; we do not ship to US territories (such as Puerto Rico or Guam). Shipping policy
When will my order arrive?
Orders are processed within 1–2 business days (Monday to Friday). Transit takes 3–5 business days, so the total estimated delivery time is 4–7 business days. To Alaska and Hawaii, transit takes 5–8 business days (6–10 business days in total). Orders placed before 5:00 PM (ET) on a business day begin processing the same day. You'll receive tracking information by email once your order ships.
How can I track my order?
When your order ships, we email you a shipping confirmation with your tracking number. Enter it on our Track your order page to follow your parcel. New tracking numbers can take up to 24 hours to show carrier updates.
Can I cancel or change my order?
Yes — contact us as soon as possible. Orders can be cancelled free of charge, or the shipping address updated, before the order ships. Cancelled orders are refunded in full to your original payment method.
Do you ship outside the United States?
Not at the moment. We ship to the 50 states, Washington DC and APO/FPO addresses only. We do not ship to other countries or to US territories such as Puerto Rico, Guam or the US Virgin Islands.
Returns
Returns & refunds
Changed your mind or something isn't right? Here's how returns work.
What is your return policy?
You can return unused items in their original packaging within 30 days of delivery, by mail. Contact us with your order number to start a return. Return shipping is free. There is no restocking fee. Return & refund policy
How and when will I get my refund?
Once we receive and inspect your return, we'll email you about the approval of your refund. Approved refunds are processed within 5 business days to your original payment method. Your bank or card provider may need extra time to show the refund.
What if my item arrives damaged or incorrect?
Contact us within 30 days of delivery with your order number and a photo of the item. We'll send a replacement or issue a full refund to your original payment method, at no extra cost to you.
Can I exchange an item?
We replace items that arrive defective, damaged or incorrect. For any other change, return the eligible item for a refund within 30 days of delivery and place a new order.
Payments
Payments & checkout
Paying for your order, safely.
Which payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, American Express, Discover, Diners Club), Shop Pay, Apple Pay, Google Pay and Amazon Pay through our secure, encrypted checkout. All available payment methods are shown at checkout, and prices are in USD. Your payment method is charged when you place your order.
Is checkout secure?
Yes. Checkout is encrypted (SSL) and payments are processed by our payment provider. We never see or store your full card details.
When is my card charged?
Your payment method is charged when you place your order. If an order is cancelled or can't be fulfilled, you receive a full refund to your original payment method.
Our toys
About our toys
Choosing the right toy for your pet.
Which toys are for cats and which are for dogs?
Where can I find product details?
Each product page lists the key features, product details and specifications, plus photos of the product from several angles.
How should my pet use the toys?
Choose a toy that suits your pet's size and play style, supervise your pet during play, and remove any toy that becomes damaged.
Still have a question?
Our team replies Monday to Friday, 9:00 AM to 5:00 PM (ET).