Question 1

Can I place my order over the phone?

Accepted Answer

We encourage customers to place their orders online for the most secure and efficient shopping experience. Our website is available 24/7, and if you need assistance, our AI chatbot is available to help with common questions - especially outside our business hours.

If you're still having trouble, our comprehensive Help Center offers step-by-step guides on creating an account, checking out with different payment methods, tracking your order, and more.

If you're unable to complete your purchase o

Question 2

How do I create an account?

Accepted Answer

Setting up an account is quick and simple! Just follow the steps below:

On Desktop:

1. Head to the top right corner of the screen, next to the wishlist heart icon.
2. Click the person icon.
3. Select Register.
4. Fill out the form with your details and submit to create your account.

On Mobile:

1. Tap the person icon in the top right corner, beside the cart icon.
2. Choose Register.
3. Complete the form and create your account.

Tip: Make sure to save your password in a secure place for futur

Question 3

How do I log into my account?

Accepted Answer

You can log in on both desktop and mobile by following these steps:

1. Go to our website and tap or click the person icon in the top right corner of the homepage.
2. Enter your email address and password, then select Log In.
3. If you've forgotten your password, click Forgot your password? and follow the prompts to reset it.

Question 4

Do You Offer a Subscription Service?

Accepted Answer

We don't currently offer a subscription or automatic ordering service, so you'll need to place a new order each time you'd like to purchase.

However, we do offer a Rewards Program where you can earn points (store credit) with every order! To learn more about how it works, please visit the Rewards Program section in our Frequently Asked Questions.

If you have any other questions, feel free to get in touch - we're happy to help!

Question 5

Do U.S. Import Duties Affect My Pet Product Order?

Accepted Answer

Are U.S. tariffs now applied to all shipments?
Yes. Beginning August 29, 2025, all orders shipped to the United States will be subject to import duties and customs clearance, regardless of value. This change follows updated U.S. tariff regulations that remove the small-parcel duty-free limit.

What happened to the duty-free threshold?
The previous 'de minimis' exemption of US$800 has been removed. Every order will now go through customs, and duties may apply.

How will I pay for duties and fees?

Question 6

How do I update my shipping address in PayPal?

Accepted Answer

If you're using PayPal at checkout, it might auto-fill your old saved address - which can lead to your order being shipped to the wrong place. Follow the steps below to make sure your default shipping address in PayPal is up to date:

Steps to Update Your Shipping Address in PayPal

1. Log in to your PayPal account at www.paypal.com.
2. Click the gear icon in the top right to go to Settings.
3. Under the Addresses section:
   - You'll see a list of your saved addresses.
   - Click Edit, or Remov