FAQ

Quick answers to the questions we hear most. Can't find what you need? Contact us and we'll reply within 1-2 business days.

Shipping and delivery

How long will my order take to arrive?

Orders are processed within 1-3 business days (Monday to Friday, excluding US holidays). Once your order ships, delivery usually takes 7-14 business days. Orders to Alaska, Hawaii, US territories and APO/FPO/DPO addresses may take longer. Delivery times are estimates, not guarantees, and carrier delays or holidays can add time.

How much does shipping cost?

Shipping is free on orders of $25 or more. Orders under $25 ship for a flat $4.99. The order subtotal is calculated after discounts and before taxes, and you'll always see your shipping cost at checkout before you pay.

How do I track my order?

When your order ships, we'll email you a shipping confirmation with a tracking number and link. Tracking can take a few business days to start updating, so don't worry if it doesn't show movement right away.

Why did my order arrive in separate packages?

If you order more than one item, your items may ship from different fulfillment partners and arrive on different days. You'll get tracking for each package, and there's no extra shipping charge.

Do you ship outside the United States?

Not yet. We currently ship to addresses within the United States only.

My order hasn't arrived. What should I do?

If your order hasn't arrived within 20 business days of your shipping confirmation email, contact us at crimsonknight088@gmail.com with your order number. We'll look into it with the carrier, and if your package is confirmed lost in transit, we'll send a free replacement or issue a full refund. Full details are in our Shipping Policy.

Orders and payment

Can I change or cancel my order?

Email us as soon as possible. If your order hasn't been sent to our fulfillment partner yet, we can cancel it for a full refund or update your shipping address. Once an order has been processed or shipped, we can't cancel it, but you're still covered by our 30-day satisfaction guarantee after it arrives.

What payment methods do you accept?

You'll see all available payment options at checkout. Payments are processed through Shopify's checkout, so we never see or store your full card details.

How do I use a discount code?

Enter your code in the discount code field in your cart or at checkout, then click Apply. One discount code can be used per order, and some codes (like our welcome code) can only be used once per customer. If a code isn't working, email us and we'll take a look.

Returns and our 30-day guarantee

What is your 30-day satisfaction guarantee?

If you're not happy with your order, contact us within 30 days of the delivery date and we'll make it right with a replacement or a refund. Just email us your order number, the item(s), a short description of the issue, and photos if the item arrived damaged, defective or incorrect.

Do I need to send the toy back?

Please contact us before sending anything back. We don't have a local returns warehouse, so for most lower-cost items we won't ask you to ship the item back. If a return is needed, we'll tell you up front and explain who pays for return shipping. For change-of-mind returns, return shipping is your responsibility and original shipping charges aren't refundable.

My item arrived damaged, defective or wrong. What now?

Email us within 30 days of delivery with your order number and clear photos. Once we've reviewed them, we'll send a free replacement or issue a full refund for the affected item(s), including any shipping you paid for them. Replacements depend on availability.

How long do refunds take?

We process approved refunds to your original payment method within 2-5 business days of approval. Your bank or card issuer may take another 5-10 business days to show it on your statement. See our Refund Policy for full details.

Toys, sizing and safety

How do I keep playtime safe?

A few good habits go a long way:

Supervise play, especially with a new toy or a new dog.
Inspect toys regularly for tears, cracks, loose parts or fraying.
Remove damaged toys right away, and throw away small pieces.
Choose the right size, big enough that your dog can't fit it entirely in their mouth or swallow it.
Put toys away when playtime is over.

Each product page lists what the toy is made of. If your dog has specific health concerns or a habit of swallowing things, ask your vet which toys are a good fit.

How do I choose the right size?

Match the toy to your dog's weight and mouth size, and size up if your dog is between sizes or chews hard. Our Size and Chew Guide has a simple chart, and each product page lists the toy's dimensions.

What chew level is my dog?

Most dogs fall into one of three groups: Gentle (carries, cuddles and mouths toys), Moderate (chews with enthusiasm, but toys last a while), or Power (takes toys apart quickly). Our Size and Chew Guide explains how to tell and which toy types suit each level.

Are any of your toys indestructible?

No. No dog toy is truly indestructible, and every dog plays differently. Normal wear from chewing and play isn't a defect. But if a toy comes apart much sooner than you'd reasonably expect, let us know within 30 days of delivery (with photos) and we'll review it with you. Always remove a toy that's damaged or breaking apart.

How do I clean my dog's toys?

Always check the care instructions on the product page or label first. As a general guide:

Rubber and hard toys: wash in warm, soapy water, rinse well and air dry.
Rope toys: rinse in warm water and let them dry completely. Replace them once they start to fray heavily.
Plush toys: many can be hand washed in mild soap and air dried. Follow the label.

Avoid harsh chemicals, and rinse thoroughly so no soap is left behind.