Frequently Asked Questions

Q: What is your return/exhange policy?
A: Please click here to visit the Customer Care page.

Q: Where do I ship my order for a return or exchange?
A: Please call us at 608.230.6625 or email us. Many items will go back to the manufacturer for return or exchange. Please do not ship back to us without contacting us first.

Q: How can I track the status of my order?
A: If you registered with a login and password when you placed your order, you can login to check it's status here. If you chose to checkout annomously, you will not have a login. You can email us for your order status. We have made some recent changes to our store, and we apologize, your order history will not be available prior to February 20, 2007. All orders going forward will be accesible.

Q: What shippers to you use, and how can I track my shipment?
A: The shipper varies by product and manufacturer. Items we ship directly are sent through the US Postal system, and can be tracked at USPS.gov. Many items are shipped from the designer or manufacturer directly and they may ship via UPS, DHL, or USPS. Most of these shipments take 7-10 business days to arrive at your home, or longer at Christmas time. Please give your order 7 business days minimum.

Q: What are your shipping costs?
A: The minimum shipping fee is $7.00. Orders over $150.00 ship FREE, except for oversized items such as dog beds, carriers, and feeders.

Q: Do you ship Internationally?
No. We no longer offer International shipping to new customers. If you are an existing International customer, please email us to see if we are available to ship your order.

Q: Do you ship to Alaska and Hawaii, and APOs?
Yes. Orders for Alaska and Hawaii can be ordered through the cart, and we will contact you with the additional Air Mail/UPS fees for your location. We will bill you for the balance via PayPal, or as a phone order on the credit card of your choice. Please call us at 608.230.6625 if you have any questions.

Q: Do you accept phone orders?
Yes. Please call us at 608.230.6625. If we are unavailable, please leave a message and we will return your call.

Q: Do you offer coupons for rescue groups or special occassions? Yes. Please email us to request them. We ask that you link to our home page from your organization's website.

Q: Do you have a print catalog?

No. To enjoy our full collection, please shop online.

Q: How do I measure my dog for a collar?
Always measure your dog's neck, not her collar. Use a tape measure, and allow one finger between her neck and the collar, or two fingers for larger breeds.

Q: Can I save my cart's contents and finish shopping later?
Yes. Once you setup your account with your login and password, the contents of your cart will be saved for up to 30 days.

Express shipping is available upon request.