A little clarity
The good-to-know
things.
Start here for product, bag and contact questions.
Can I place an order on this website?
You can browse products and save a bag here. Online checkout is not available. Email us to confirm product details, availability and any purchase arrangements. Adding an item to the bag does not place an order.
How do I ask about the products in my bag?
Open your shopping bag and choose “Email about your bag”. We’ll prepare the product names, quantities and displayed item total for your email draft. Review it in your email app, add your questions, and send it there.
What currency are the prices in?
Displayed prices are in US dollars. The saved-bag item total does not include unconfirmed shipping, taxes or duties. Any applicable charges should be confirmed before a purchase.
How do I choose the pet bed size?
Ask us to confirm the usable sleeping surface, total height and maximum load for the bed you are considering. Measure your dog in a natural lying position and compare the measurements before deciding.
Which grooming tool should I choose?
The dual-sided rake is for tangles and loose undercoat. The compact fine-tooth comb is for detail grooming. The cleaning mitt is for loose pet hair on fabric surfaces. See the Product Guide for a side-by-side comparison.
Is Salmon Oil for dogs or cats?
The current 236 mL Salmon Oil product is labelled for dogs. Follow the directions on the supplied bottle. We do not list a separate cat fish oil product in the current collection.
Where do you ship, and how long does it take?
Email us with the product, quantity and destination country or ZIP code. Shipping availability, charges and timing need to be confirmed for your enquiry. We do not currently publish a fixed delivery promise.
What if I have a product problem or need a return?
Email us with the product name, purchase reference if you have one, and a description of the issue. Photos can help. Contact us before sending anything back so the next steps can be arranged.
Why did my bag change when I changed browser or device?
Your saved bag is stored in your browser on this device. It is not an account or a confirmed order. Clearing browser data may clear it.
What if the email button does not open?
Copy [email protected] and paste it into your usual email service. The website does not send messages automatically.