FAQ

Quick Answers to Your Questions

Got a question? You're in the right place. Here's everything you need to know about ordering, shipping, returns, and more.

Orders & Checkout

How do I get 20% off my first order?

Two ways:

  1. Sign up for our email list to receive reminders—get the code instantly

  2. Use code FIRST20 at checkout

One time per customer. Can be combined with other offers.

What payment methods do you accept? All forms are listed at checkout.

  • All major credit cards (Visa, Mastercard, Amex, Discover)

  • PayPal

  • Amazon Pay

All payments are secure and encrypted.

Can I change or cancel my order?

Contact us ASAP. If your order hasn't shipped yet, we can usually make changes or cancel it. Once it ships, you'll need to return it (see Returns below).

Do you offer gift cards?

Yes! Gift cards are available in $10, $25, $50, $100, $250, and $500 denominations.

Perfect for pet parents who want to choose their own products. Delivered instantly via email.

Shipping & Delivery

Do you ship worldwide?

Yes! We ship to over 200 countries.

How long does shipping take?

Orders are processed in 1–2 business days. Then:

  • US: 5–10 business days

  • Canada: 6–12 business days

  • International: 8–14 business days

Multiple items may ship separately.

How do I track my order?

You'll get a tracking link via email once your order ships. You can also track it in the Shop App.

My order hasn't arrived. What should I do?

Check your tracking link first. If it's been longer than expected, contact us—we'll look into it and make it right.

Returns & Refunds

What's your return policy?

30 days from delivery. No questions asked.

How do I return something?

  1. Contact us with your order number

  2. We'll send return instructions

  3. In many cases, we'll offer a partial refund and you can keep the item

How long do refunds take?

Once we receive your return, refunds are processed within 5–7 business days. It may take a few more days to show up in your account.

Can I exchange an item?

We don't offer direct exchanges, but you can return the original item and place a new order.

Collections & Products

Can I customize a collection?

Most of our collections are pre-selected with a starting foundation of 2-3 products to provide you with the basics and to give you the best value.

But here's the good news: the more you add to your cart, the more you save with volume discounts. Start with a curated collection to save at least 10% instantly, then add what ever you need to save even further off your order.

What's included in your Collections?

Each collection is different, but they're all designed to give you the basics that you need all in one click. Check the product page for full details.

Popular Collections:

  • New Cat Parent Bundle 

  • New Dog Parent Bundle 

  • Smart Start Bundle (auto-feeder and water fountain)

Are your products eco-friendly?

Most of them, yes! We prioritize sustainable materials whenever possible.

Do you sell products for pets other than cats and dogs?

Yes! We have products for hamsters, rabbits, fish, and guinea pigs. More coming soon.

Smart Tech & Troubleshooting

My smart device won't connect to the app. Help!

Try this:

  1. Restart your router and the device

  2. Make sure you're on a 2.4GHz WiFi network (not 5GHz)

  3. Delete and reinstall the app

  4. Check for firmware updates in the app

Still stuck? Contact us—we'll walk you through it.

What if my smart device stops working?

Contact us. We'll troubleshoot with you and help you get a replacement if needed.

Do your smart devices work with Alexa or Google Home?

Some do! Check the product page for compatibility details.

Digital Guides & Books

How do I access my digital guide after purchase?

You'll get a download link via email immediately after checkout. Check your spam folder if you don't see it.

Are your guides available in other languages?

Most are available in English and Spanish. Check the product page for language options.

Can I print my digital guide?

Absolutely! Once you download it, it's yours to print, save, or share.

Gift Cards

How do gift cards work?

Buy a gift card in any denomination ($10–$500), and the recipient gets a unique code via email. They can use it on anything in the store.

Do gift cards expire?

Nope! Use them whenever you're ready.

Can I use a gift card with a discount code?

Yes! Gift cards can be combined with discount codes like FIRST20.

Account & Email List

Do I need an account to order?

Nope! You can check out as a guest. But creating an account makes it easier to track orders and reorder.

What do I get for joining your email list?

  • 20% off your first order

  • Early access to new products

  • Pet care tips and advice

  • Exclusive deals (not available anywhere else)

How do I unsubscribe?

Click "unsubscribe" at the bottom of any email. No hard feelings!

Still Have Questions?

We're here to help. Contact us and we'll get back to you within 24 hours.