Frequently Asked Questions

Shipping and delivery in plain terms

Your total wait is made up of two separate stages: processing, which takes 1-3 business days while we pick and pack the order, and transit, which is the time the carrier takes after that. An order placed late on a Friday starts processing on the Monday, so add the weekend to any estimate you calculate yourself.

Tracked shipping is free on United States orders over $70, worked out on the value of the items in your cart. Below that, a flat tracked rate is shown at checkout before you pay. Nothing is ever added after payment.

Tracking that has not updated

A tracking number can take up to 72 hours to show its first scan, and long gaps between scans mid-journey are normal, particularly over weekends and holidays. If there has been no movement at all for around fourteen days, email us and we will open a carrier investigation on your behalf.

Orders with several items are sometimes split across parcels at no extra cost, each with its own tracking number, so a short delivery often means the rest is still travelling.

Returns, refunds and damaged items

You have 30 days from delivery to return an unused item in its original condition and packaging. Email us first with your order number so we can confirm the return address and check whether a return is even necessary — some issues are quicker to solve with a replacement part or a refund.

If the item arrived damaged, faulty or incorrect, send a photograph with your order number. Problems that are our fault or the carrier's are resolved at our cost. Refunds go back to the original payment method once the return is received and checked, and your bank then takes a few working days to show it.

Sizing, materials and product questions

Measurements, materials and what is in the box are written into each product description, because photographs cannot show scale. If a detail you need is missing, ask us and we will check with the supplier rather than guessing.

We do not give medical or veterinary advice and we do not promise results from comfort, grooming or wellness products. We will happily answer the practical questions about size, fit, material and everyday use.

Payments, privacy and getting help

Payment is taken on Shopify's hosted checkout, so card details never reach this site and we never need them by email. For order questions we verify your order number against the email used at checkout before discussing details, which keeps your address and purchase history private.

Support runs by email and chat, and a person answers. Include your order number and the checkout email and we can look everything up in one go.

How to read a product page

Start with the description rather than the title. Dimensions, material, what is in the box, power or battery requirements and care instructions all live there, and they are what decide whether a product suits you. Photographs are supplied by the manufacturer and are accurate, but no photograph conveys scale reliably.

If the product has options — size, colour, plug type — each one is a separate variant with its own price and availability. Choosing the option updates both, so what you see after selecting is what the cart and checkout will use.

Prices, discounts and what you actually pay

The price shown is the live catalogue price. There is no separate members' rate and no fee appears between the cart and the payment page. Shipping and any applicable tax are calculated at the checkout stage once your address is entered, before you confirm payment.

Discount codes are entered on the checkout page. Unless a promotion states otherwise, one code applies per order, codes cannot be combined, and a code cannot be added to an order that has already been paid for.

Cancelling or changing an order

Email us as soon as possible with your order number. Before an order is packed we can usually change the shipping address or cancel it and refund you in full. After dispatch the parcel is with the carrier, the address is fixed, and the return and refund policy applies instead.

You cannot add an item to an order once it is placed, but you can order the extra item separately, and if neither has shipped we will try to combine the parcels.

What we do not do

No countdown timers, no invented stock counts, no live viewer numbers and no synthetic purchase notifications appear anywhere on this site. Reviews, where shown, are genuine reviews left by customers for that exact product, and negative ones are not removed for being negative.

We also do not promise a delivery date the carrier has not promised us, and we do not make medical claims about comfort or wellness products.

Still not sure?

Ask before you buy. A short question about a measurement, a material or whether something works with a device you already own takes us a moment to check with the supplier and saves you a return. If we cannot confirm something, we will tell you that plainly rather than guessing.

Business days and timings

Every timescale we quote is in business days, which excludes weekends and public holidays. An order placed late on a Friday begins processing on the Monday, and carriers run reduced services around major holidays, so journeys drift towards the longer end of the estimate at those times of year.

Confirmation emails are sent immediately whatever the day; it is packing and carrier collection that wait for the next working day.

Packaging and what arrives

Items travel in the smallest sensible protective packaging, so small, robust products arrive in padded mailers rather than boxes. A flat or soft parcel is normal. Retail boxes inside a mailer can pick up minor scuffs in transit; if the product itself is fine, that is cosmetic, and if it is damaged we will replace or refund it.

Privacy, email and your data

Email signup is optional and separate from ordering, every marketing email carries an unsubscribe link, and unsubscribing never affects the order and shipping emails needed to complete a purchase. We do not sell personal information, and our privacy policy sets out exactly what is collected and why.

Card details are handled entirely by the hosted checkout provider and never reach this site, so we never ask for them by email or chat.

Damaged, faulty or incorrect items

Photograph the item, and the packaging if the box itself is damaged, then email us with your order number within a few days of delivery. Problems that are our fault or the carrier's are resolved at our cost with a replacement or a refund. Keep the packaging until the claim is settled, because carriers frequently ask to see it.

Do not post anything back before contacting us. We confirm the correct return address first, and returns that arrive without that step are difficult to match to an order, which delays the refund.

Parcels that stall or go missing

Give a stalled tracking number a few working days first, as parcels often sit at a hub and then move several stages at once. After roughly fourteen days without movement, email us and we will open a carrier investigation. Carriers set their own timescales for those, and we will keep you updated with whatever they tell us.

Complaints and feedback

Tell us directly, even when it is critical. Feedback about a description that was wrong or packaging that failed goes back to the supplier, and where a fault turns out to be a pattern we take the product off sale while we resolve it. We would much rather hear it than have a customer quietly take the loss.