Frequently Asked Questions

Shipping & Delivery

1. How long does shipping take?

Standard shipping typically takes 3–5 business days. Expedited shipping options are available at checkout.

2. Do you offer free shipping?

Yes, we offer free standard shipping on orders over a specified threshold. Please refer to our Shipping Policy for current details.

3. Do you ship internationally?

No, we ship to US only.

4. How can I track my order?

Once your order has been dispatched, you will receive a confirmation email containing your tracking number. You may use this number on the carrier's website to monitor your shipment.

Returns & Refunds

5. What is your return policy?

We accept returns within 30 days of delivery, provided the item is unused and in its original packaging. Please contact our support team to initiate a return.

6. How do I request a refund?

To request a refund, please contact us at cutefetchingco@gmail.com with your order number and reason for return. Refunds are processed within 5–7 business days upon receipt of the returned item.

7. What if I received a damaged or incorrect item?

We sincerely apologise for any inconvenience. Please contact us within 24 hours of delivery with a photograph of the item, and we will arrange a replacement or full refund promptly.

Orders

8. Can I modify or cancel my order after placing it?

If you cancel an order on before it’s processed or shipped, you’ll get a full refund back to the original payment method (usually within about 24 hours, though your bank can take 5 to 10 business days to post it)

9. I have not received an order confirmation email. What should I do?

Please check your spam or junk folder. If you still cannot locate the confirmation, contact our support team with your name and email address and we will resend it.

10. Can I place a bulk or wholesale order?

Yes, we welcome bulk and wholesale enquiries. Please reach out to us at cutefetchingco@gmail.com for further information.

Payments

11. What payment methods do you accept?

We accept all major credit and debit cards, Shop Pay, Apple Pay, Google Pay, and PayPal.

12. Is my payment information secure?

Absolutely. All transactions are processed through Shopify's secure, encrypted payment gateway. We do not store any payment details on our servers.

13. Do you offer instalment payment options?

No, instalment payment options not available through Shop Pay Instalments at checkout, subject to eligibility.

Products

14. Are your products safe for all dog breeds and sizes?

Our products are carefully selected with your pet's safety in mind. Each product listing includes size recommendations and suitability guidelines. Please review these before purchasing.

15. How do I care for and clean the products?

Care instructions vary by product. Please refer to the individual product page for specific cleaning and maintenance guidelines.

16. Are your food and treat products made with natural ingredients?

Yes, we prioritise natural, high-quality ingredients. Full ingredient lists and nutritional information are available on each product page.

Account & Privacy

17. Do I need an account to place an order?

No, you may check out as a guest. However, creating an account allows you to track orders, save your details, and enjoy a faster checkout experience.

18. How is my personal information used?

Your privacy is of utmost importance to us. Please refer to our Privacy Policy for full details on how we collect, use, and protect your personal information.