Frequently Asked Questions
Shopping & Orders
Choose a collection, follow instructions, pick your favorites, and your bundle is ready. The savings apply automatically in your cart — no code needed.
Starter Collections are beginner kits built for first-time pet parents. They offer some guidance when choosing products — then get everything you need for a great start from day one. Each includes a digital pet care guide book, to help you feel as confident as you can going into it. Curated Collections are themed bundles for more specific needs (smart tech upgrading, enrichment, furniture, etc.) for pet parents who want to level up a specific area or solve a specific problem in their setup.
Yes. Every collection lets you mix & match within each category. Our "Build Your Own" option gives you full access to all products, giving you control over what goes in your order and the more you buy, the more you save.
Yes — use code FIRST20 for 20% off your first order, stackable on top of bundle and other savings.
We do! We currently have starter collections for rabbits, hamsters, guinea pigs, and betta fish — with more on the way. Use "Shop by Pet" in the main menu to find your pet's section.
Shipping & Delivery
Estimated delivery window is 3–10 business days worldwide. Check the products description for more specific shipping details. You'll also receive a tracking number as soon as your order ships so you can follow it every step of the way.
Yes — free worldwide shipping on all orders $35 and up. No code needed, it applies automatically.
No. If your order includes multiple products, some items may ship separately from different fulfillment locations but will still arrive within the given shipping window. This is normal — your tracking info will reflect each shipment.
You'll receive a tracking link by email once your order ships and you can track it on our website. You can also track your order through the Shop App at any time.
First, check your tracking link — delays occasionally happen in transit. If your estimated delivery window has passed and there's no update, reach out to us through the contact page and we'll look into it right away. We respond within 24 hours.
Yes, we ship worldwide on most products. Check the products description for specific details and restrictions. Delivery times are 3–10 business days depending on your location.
Returns & Refunds
We offer 30-day hassle-free returns from the date of receipt. If something isn't right, we'll work with you to make it right — returning a online purchase isn't fun for anybody. So let's make it right, whether that's a replacement, a partial refund and keep product, or a full refund and return products. We want you to be happy!
Contact us right away with a photo of the issue. We'll send a replacement or issue a refund — no back-and-forth, no hassle.
Once approved, refunds typically appear within quickly but within 5–10 business days depending on your bank or payment provider and other factors.
Payment & Security
We accept Visa, PayPal, and Amazon Pay. All payment options are listed at checkout and at the bottom of any of our pages.
Yes. We use Shopify's encrypted checkout — the same platform trusted by millions of stores worldwide. Your payment and personal information are protected at every step. We never store your card details.
Digital Guide Books & Smart Tech
Our digital guides are downloadable PDF resources covering pet care, setup, troubleshooting, and enrichment. After purchase, you'll receive a download link by email. No app required — just open and read on any device.
Every smart product (feeders, litter boxes, water fountains, cameras) includes free digital quick guides emailed directly to you and available on our website. Our care guides cover step-by-step installation, daily use, and common troubleshooting tips. If you're stuck, just reach out to MustLovePets — we're happy to walk you through it.
Support
Best way, use the Contact page on our website. We respond to every message within 24 hours — usually faster.
Yes — we try to set you up for success with every product we sell. Free digital guidance and personal support by MustLovePets is included with every order. If you have questions about a product, your pet's setup, or anything else, just ask. That's what we're here for.
Promotions & Programs
Sign up with your pet's name and birthday (or adoption day), and we'll send a special surprise discount on their big day. It's our way of celebrating the pets that make it all worth it.
Check your spam or promotions folder first — sometimes we end up there. If you still don't see it, reach out and we'll make sure you're on the list. Our emails include pet care tips, DIY projects, early access to sales, and rewards — no junk, we promise.
Free Shipping on $35+
30-Day No-Hassle Returns
20% Bundle Savings
Expert-Curated Products