Frequently Asked Questions
Orders & delivery
How much is shipping?
One flat rate per order, however many items you buy. You'll see the exact amount in your own currency at checkout — it works out to about CHF 3.90 within Switzerland and CHF 5.90 everywhere else. Orders over roughly CHF 60 ship free, worldwide.
Do you ship to my country?
Almost certainly — we ship worldwide, to over 200 countries and territories. Enter your address at checkout to confirm. If your country isn't accepted there, message us and we'll tell you whether there's a workaround.
How long will my order take to arrive?
We process orders in 1–3 business days, then delivery depends on where you are: 7–14 business days in Switzerland and Europe, 10–18 in the UK, US, Canada, Australia, New Zealand and Japan, and 12–25 everywhere else. Full detail is on our Shipping & Delivery page.
Why does delivery take longer than Amazon?
Because our products ship directly from our supply partners' warehouses rather than a local shop floor. That's what keeps our prices where they are. We'd rather be upfront about the trade-off than hide it in the small print.
Will I have to pay customs or import duties?
Maybe, depending on where you live. Your country may charge import duties, VAT, GST or a handling fee on arrival — these are set by your government, not by us, and aren't included at checkout. Most of our products sit well under common duty-free thresholds, so most customers pay nothing extra. If you're unsure, ask us before ordering.
What currency will I be charged in?
Your own, in most cases. Prices are shown and charged in your local currency, and you can see or change which one using the country selector at the bottom of any page. Our base currency is Swiss francs, so local prices are converted from CHF at current exchange rates and may shift slightly over time.
How do I track my order?
You'll get a tracking number by email once your order is dispatched. It can take 2–5 business days to start updating, and long international routes sometimes go quiet between scans. That's normal.
My order arrived in two parcels. Is that right?
Yes. If you order several items they may ship separately and arrive on different days. You're only charged shipping once.
Returns & refunds
What's your returns policy?
30 days from delivery, wherever you are in the world. If a product isn't right for your pet, contact us and we'll sort it out. Details on our Returns & Refunds page.
Something arrived broken. Do I have to post it back?
No. Message us within 7 days with a photo and we'll replace it or refund you in full including shipping. In almost every case we won't ask for the item back — posting a broken product across a border helps nobody, and it means your refund goes out straight away instead of waiting on a parcel.
Who pays for return shipping if I've changed my mind?
You do, and international return postage can easily cost more than the item. So if you're unsure about size or suitability, message us before you order — we'll help you choose and it costs you nothing. On lower-value items we'll sometimes just refund you without asking for the item back.
Can I return something from outside Switzerland?
Yes. Message us first and we'll tell you whether a return is even needed, and if so, the correct address for your region. Don't post anything back before you've heard from us.
My dog tried the harness and it doesn't fit. Can I still return it?
Yes. You can't judge fit without trying it on. As long as it comes back clean and undamaged, we'll take it.
How long do refunds take?
5–10 business days back to your original payment method. For faulty items we start the refund as soon as we've seen your photo, so you're not waiting on a parcel.
Sizing & product questions
How do I choose the right size?
Measure around the widest part of your pet's chest, just behind the front legs, and check it against the size guidance on the product page. If you're between sizes or have a deep-chested breed, message us the measurement and we'll tell you which to order. Worth doing — an international return costs more than a two-minute message.
Are your sizes in centimetres or inches?
We list measurements in centimetres. If you work in inches, send us the number and we'll convert it for you.
Will the calming vest actually help my dog's anxiety?
It helps most with situational anxiety — fireworks, storms, car rides, vet visits. Every pet responds differently. For severe, ongoing separation anxiety we'd recommend using it alongside advice from your vet rather than instead of it.
Does the snuffle mat really tire a dog out?
More than most people expect. Five minutes of concentrated sniffing works a dog's brain harder than a much longer walk, which is why it's useful on days when a long walk isn't possible.
Payment & account
What payment methods do you accept?
All major credit and debit cards, plus the express wallet options shown at checkout. Payment is processed securely by Shopify — we never see or store your card details.
Do I need an account to order?
No. You can check out as a guest.
Can I change or cancel my order?
Contact us as quickly as you can. We can usually stop an order before dispatch, normally within a few hours. After it ships it becomes a return instead.
Still need help?
If your question isn't here, use our contact page. We reply within one business day, and a person reads every message.