Questions about the shop, ordering and delivery. For questions about a specific product, check the FAQ on that product's page.
Shipping & duties
Do I have to pay customs or import fees?
No. Duties are included in the price you pay at checkout, and nothing is collected when the parcel arrives. There is no invoice at the door.
How long does delivery take?
8–13 business days to all five countries we ship to, counted from the day after dispatch. Orders leave within 24 hours and you get a tracking number by email. Full detail is on the shipping page.
Do you ship to my country?
We currently ship to the United States, Canada, the United Kingdom, Australia and New Zealand. If you are somewhere else, we are not able to deliver yet.
My tracking has not updated in days. Is something wrong?
Usually not. Tracking often sits still while a parcel moves between carriers or clears customs. If it has not moved for more than seven days, or the estimated window has passed, email us with your order number and we will chase it.
Orders & returns
How do I return something?
Email nuzzly.pet@gmail.com within 30 days of delivery with your order number. We confirm the return and send you the next steps, and the refund goes back to your original payment method. The returns page has the full process.
Can I change or cancel my order after placing it?
If the order has not shipped yet, usually yes. Email us as soon as you can with your order number. Once it has left the warehouse we cannot alter it, but you can still return it under the 30-day policy.
My order has not arrived. What do I do?
Check the tracking link in your dispatch email first. If the estimated window has passed, email us with your order number and we will find out where it is. You will not be left to deal with the carrier on your own.
Can I order without creating an account?
Yes. Checkout works as a guest — an account is optional and only saves your details for next time.
Products
How do I know what size to choose?
Each product page lists the measurements and, where sizing matters, a size guide. Measure your pet rather than going by breed — the range within a breed is wider than most size charts admit. If you are between sizes or unsure, email us before ordering.
Are your products safe for puppies and kittens?
It depends on the product, and the product page says so where it matters. As a general rule, anything chewable should be used with supervision for a young animal, and toys should be replaced once they start coming apart. If you are unsure about a specific item, ask us.
Do you sell food, treats or flea treatments?
No, and we do not plan to. Those categories are regulated differently in every country we ship to, and getting them wrong has consequences for an animal rather than for a parcel. We stay with gear.
Something arrived damaged.
Send a photo to nuzzly.pet@gmail.com with your order number. You will not be asked to pay return shipping on anything that arrived damaged.
Still stuck
Email nuzzly.pet@gmail.com. A person replies within 24 hours.