Delivery
Getting it to you, and to your dog.
Free shipping across the US on every order, tracking as standard, and honest estimates rather than optimistic ones.
Shipping options and timescales
Estimates below are typical, not guaranteed. The precise estimate for your address is shown at checkout before you pay.
| Service | Typical dispatch | Typical transit | Cost |
|---|---|---|---|
| Standard US | 1 to 2 business days | 3 to 5 business days | Free |
| Alaska and Hawaii | 1 to 2 business days | 5 to 10 business days | Calculated at checkout |
| APO and FPO | 1 to 2 business days | Varies by product | Calculated at checkout |
When your order is dispatched
Most orders are dispatched within 1 to 2 business days. Orders placed on a weekend or a US public holiday are processed on the next business day.
If you have asked us to check your measurements before we ship, we will hold the order until you confirm the size. That is deliberate, and it saves an exchange.
Tracking your order
You will get a confirmation email when you order and a second email with tracking when it ships. If tracking has not updated for more than 3 business days, email us with your order number and we will chase the carrier.
Orders that arrive in more than one parcel
Some items ship from different warehouses. If you order a wheelchair and a harness together, they may arrive separately and on different days. Each parcel gets its own tracking, and nothing is missing just because the first box does not contain everything.
Where we ship
We ship to all 50 US states, including Alaska and Hawaii, and to APO and FPO addresses.
Duties, taxes and customs
Sales tax is calculated at checkout where applicable. For domestic US orders there are no customs charges. If we introduce international shipping, any duties and import taxes will be stated clearly before you pay.
Missing, delayed or damaged parcels
- Delayed. Email your order number and we will open a case with the carrier.
- Marked delivered but not received. Check with neighbours and around the property first, then contact us within 7 days and we will investigate.
- Damaged in transit. Photograph the box and the item before you unpack further, and send us the photos within 48 hours of delivery.
Changing an address
Contact us as soon as possible. If the order has not been dispatched we can usually change it. Once it is with the carrier we may not be able to, and you may need to arrange a redirect directly with them.
Waiting on an order?
Send us the order number and we will find out exactly where it is, rather than sending you to a carrier tracking page.