Frequently asked questions

Eight of our nine products ship from a US warehouse, which is why they arrive in 3–8 business days rather than the multi-week wait typical of overseas dropshipping. The ninth — the ChillPaw cooling mat — ships from an overseas warehouse and is made to order, so it takes 8–16 business days. That's stated on its product page and at checkout, not hidden until after you've paid.

Orders are usually handed to our fulfilment partner within 1–2 business days. The delivery estimate on each product page is transit time on top of that, so add the two together for a realistic door-to-door figure.

Free, on everything, within the United States. There is no shipping charge added at checkout — the price on the product page is the price you pay.

Not currently. We only ship within the United States.

Yes. Use the Track Order page with your order number and the email you checked out with. Tracking appears once the warehouse has handed the parcel to the carrier, which is usually a day or two after you order.

If an item arrives damaged, defective or incorrect, contact us within 30 days of delivery with your order number and a photo, and we'll send a replacement or refund you. For change-of-mind returns, get in touch within 30 days of delivery and we'll arrange a refund on unused items in their original condition — return postage is yours unless the fault was ours.

Talk to us first. Nine times out of ten the problem is that the puzzle was started on too hard a setting, and that's fixable in a couple of days. If it genuinely isn't working out, we'd rather sort out a refund than have you keep something you resent buying.

If it hasn't shipped yet, yes — email us as soon as you can and we'll cancel and refund in full. Once it's with the carrier we can't recall it, but the returns process above still applies.

Checkout is handled entirely by PayPal, which also accepts most debit and credit cards without a PayPal account. We never see or store your card details at any point.

No. The price shown on the product page is the total. No shipping charge, no handling fee, no surprise at the last step.

Two hard filters. First, it has to solve a specific, common problem for an indoor dog or cat — we're not trying to stock everything. Second, it has to be genuinely available from a US warehouse so we can promise a real delivery window. That second filter rules out a lot of products with more search demand than we'd like, including several obvious best-sellers that only ship from overseas.

Because we haven't collected real ones yet. We'd rather show none than write our own, and the review sections on our product pages simply don't render until there's something genuine to put in them.

No, and we won't claim otherwise. Nothing we sell has been endorsed by a veterinarian, carries a certification, or has been through a clinical study. Where a supplier states a material specification — food-grade PP, BPA free, food-grade silicone — we say so and attribute it to them rather than presenting it as our own testing.

We can't tell you that, and we won't. Enrichment gear is not a treatment. If your pet is vomiting regularly, losing weight, drinking unusually, or behaving in a way that worries you, please speak to a vet before buying anything from us or anyone else.