FAQs
Find the detail you need.
Answers about fit, product options and store information.
How do I choose the right bed size?
Measure your pet’s usual resting space and compare it with the exact bed dimensions. The Fuzzy Round bed lists six diameters from 50 to 120 cm.
Does the photograph select the product option?
No. Confirm the size, colour and style in the product selector. Pet Sunglasses currently use a Random Color and Style option.
Can every product ship to every destination?
Check the selected item and the Shipping Policy. Some product descriptions include destination restrictions; contact support if the information is unclear.
How do I ask about a product?
Email [email protected] with the product link and selected option. Support hours are Monday–Friday, 9 AM–6 PM (GMT+8).
What should I check for a cat tree?
Compare the footprint, height and stated weight capacity with your available space and your cat. Capacity limits differ between products.
How do I choose a harness size?
Measure the neck and chest and compare them with the product size chart. Check the chosen size and adjustment instructions.
Where can I find return conditions?
Read the Return & Refund Policy and contact support with your order reference.
Where can I find payment information?
Read Payment Method and Billing Terms & Conditions.
About Transportation
1. Does the selected shipping service apply to my Country and what is the carrier? How long will it take to arrive?
We offer free shipping to most countries.（Order over £60 ）
Delivery time = Process time ( order preparation )+ Shipping time.
Free Shipping:
• Cost: Free shipping over £60
• Process Time: 1-2 weeks
| Carrier | Corresponding products | Shipping time | Delivery area |
| DPD | Most normal size and weight products | 2 weeks | To most countries |
| Expedited Express for Small Pieces | Specified products with a small size | 1-2 weeks | |
| EMS | Big size but light products | 2-4 weeks |
Please note: Fluctuating delivery times depending on flight information for the order time. Other remote countries would require more time. We are constantly improving our service, and we will try our best to find more and better carriers to work with.
For a faster shipping, please contact us at [email protected]
>>Please see our Shipping Policy for more details.
2. Can I track my order?
Yes. Once your order has shipped, you will receive an email with a tracking number.
Click on this link https://www.17track.net/en and enter the tracking number.
You can also contact our customer service team [email protected] for the latest logistics information.
About Returns and Refunds
1. How do I cancel an order?
You can cancel your order for free within 24 hours without any reason.
If your order has been shipped, it cannot be canceled. If you insist on canceling it, you will be charged 30%-50% of the order amount for our storage costs, order preparation costs and shipping costs. This fee will be deducted from the refund of your(s) item(s).
2. What if I receive a damaged item?
Products received with broken glass, dented shades or frames are not considered defective and cannot be returned. In this case, we will replace the glass or shades at no additional charge.If you do not wish to receive a replacement and wish to return the item, we will treat it as a normal return and charge up to 35% of the return fee. We also reserve the right to deduct all outbound shipping charges from refunds.
3. When will I receive the refund?
After receiving your return, it can take up to 5 working days for the funds to credit back to your original payment (PayPal: 1-2 days; Credit card: 3-5 days). If you still have any problem about refund, please get in touch with us at [email protected], we will reply you as soon as possible.
Please note that any cancellations or returns are subject to our Returns and Refunds Policy.