Frequently asked questions

Me and Baxter have received some lovely items, but not all of them have arrived together?

We ship our products from different doggy helpers around the world, and always do our best to ship your items from the closest helper to your location. However, this might mean that some items arrive on different dates than others. 

Where is your store based?

London, United Kingdom

How do I track my order?

You can track your order right here. 

How do discount codes work?

Only ONE discount can be applied on our Checkout page. You can add your discount code only after you click on Checkout while in your Cart.

What is your cancellation policy?

For all other order cancellations, please contact us immediately via our contact page. We will respond to all emails within 4 hours, unless we are sleeping zzz. Once the order request has been processed by our doggy helpers (generally within a day), your order cannot be canceled.

How long will it take for my order to arrive?

Once your order has been processed and shipped, a confirmation email with a tracking number will be sent to the email left at check out.

Current Production Time

2 days 

We are incredibly busy right now because of your amazing support, which means shipping is a little bit longer than usual

USA Customers 🇺🇸

Shipping from our Manufacturers 5-15 Business Days

International Customers 🌍

Shipping from our Manufacturers 7-28 Business Days

What is your returns policy?

In the rare event that an order is shipped with a defect or damaged, we will offer a replacement if the defect is reported within 7 days after receiving the item along with a photo proof of the defect. 

We must be notified before returning any items. Please message us your full name, order number and the item(s) you would like to return via our Contact Us page. Returned items must be in brand new condition and in the original packaging as you received it.

Customers are responsible for ALL shipping costs when returning. Our customer service team is always here to help you with your concerns. If you have any further questions we would be glad to help through our Contact Us page.

 

Want to to get to know more about us? You can read about our store here.