FAQS

Once your order is received, an order confirmation email will be sent to your provided email address within minutes. However, it may end up in your spam/junk folder or under the promotions tab. Please check these folders and mark the email as "not junk" to ensure future communications reach you.

Once your order is shipped, you'll receive a tracking number via email. This allows you to monitor the progress of your delivery and view the estimated delivery date. 

For detailed information, please refer to our Return & Refund page.   

Unfortunately, due to system limitations, we cannot modify an order once it’s confirmed. However, you can cancel your order and receive a full refund before it’s fulfilled and shipped. Please contact us immediately with your order number for cancellation requests. Cancellation requests must be made within 12-24 hours of placing your order, as we aim to ship out orders as quickly as possible. 

Yes! You can purchase e-gift cards directly from our online store. E-gift cards will be delivered by email within 24 hours. If you’re sending an e-gift card to someone else, be sure to enter the recipient’s email on the product page before adding it to your cart.

• E-gift cards can be used for purchases, including shipping and taxes, and they will never expire or lose value.
• There is no processing fee, and e-gift cards are tax-free.
• E-gift card purchases are non-refundable, and they cannot be used to purchase another e-gift card.
• Purchases made with e-gift cards (in full or partially) can only be refunded to the original e-gift card used.

We do our best to restock popular items as quickly as possible. If the product you're interested in is out of stock, you can fill out the Contact Us form or email us, and we'll notify you once it's back in stock. Some products may require a pre-order, as indicated on the product page, and we'll ship them as soon as they're available. However, please note that not all out-of-stock items will be restocked, as they could be discontinued by the manufacturer.

We ship from our warehouse in Auckland, New Zealand, and currently, we only ship to addresses within New Zealand. You can expect your order to arrive within 3 to 9 working days, depending on your distance from our warehouse. Pre-order items may take 1 to 3 weeks to arrive. Delivery times are subject to external delays, such as weather conditions or disruptions in the carrier’s network.

Care instructions vary depending on the product type and material. Here's a general guide:

• Dog and Pet Toys: Most plush and nosework toys can be hand washed or machine washed on a gentle cycle in cold water (use laundry bags). Always air dry and use mild soap.
• Dog Leashes: Spot cleaning is recommended. For dirty rope leashes, hand wash with warm soapy water and air dry. Avoid washing leather parts.
• Dog Collars and Harnesses: Leather collars and harnesses should only be spot cleaned. Other materials can be hand washed or machine washed on a gentle cycle in cold water (use laundry bags to prevent scratching hardware). Always air dry.
• Pet Bags: Unzip the bottom panel (if applicable), remove it, and wash the outer cover separately. Do not soak the fiberboard. Wash dark and light-colored items separately. Gently hand wash and never machine wash, bleach, iron, or dry clean. Use a soft-bristled brush or towel for stains and air dry in a well-ventilated area.