Frequently Asked Questions
Once your order has been shipped, you will receive an email with your shipment’s tracking information. Make sure to keep this tracking information email so you can track the progress of your delivery.
Please keep in mind that due to COVID19, all shipments are experiencing unusual delays. We appreciate your patience!
Please check your spam/junk folder. If our emails do go into your spam folder, please mark it as "Not Junk" and add our email addresses as contacts so you won't miss our emails in the future!
The tracking page for your order will contain the most up-to-date information. We do not have information beyond what is available on the tracking page, and cannot provide you with additional updated tracking/delivery information.
Once the shipment has been released to our partner carrier, any shipment updates will be reflected on the tracking page. Unfortunately, this is beyond our control as we do not control tracking updates or processing times.
If your tracking information does not have additional updates after 30 days from shipment date, please contact us at email@example.com with your order number.
It is very rare but lost packages do happen. If the tracking shows “delivered” but you have not received your order, we kindly ask that you wait another 48 hours before contacting us. In many cases, tracking can be updated before actual delivery, and you may receive the package 1-2 business days after receiving a delivery notice. If your package still does not arrive, please contact us at firstname.lastname@example.org with your order number.
We understand your frustration when shipment times are not as expected. Estimated delivery times are not guaranteed. All shipping providers are experiencing unprecedented volume increases, and limited employee availability due to covid-19. All carriers are working to keep up with increased demand and limited transportation flow.
If the item does not have additional updates after 30 days from shipment date, please contact us at email@example.com with your order number.
We also recommend that you ask your local post office to inquire if you have any packages awaiting collection, as sometimes packages are held for pickup.
We accept returns within 14 days of receiving your order. Please submit the return request form HERE and we will process the return within 1 business day.
To be eligible for a return, items must be in their original state: unwashed, unworn, unaltered, and with all original tags attached. Returns that are damaged or soiled may not be accepted and will be returned to the customer.
In order to serve you most efficiently, we do not offer merchandise exchanges. Instead, simply place an additional order for the item you desire. If your original order is within the return window and meets all other return guidelines, you can request a return.
Please submit the return request form HERE and we will process the return within 1 business day.
Cancellations and modifications can only be processed before the shipping label is created. If you’d like to cancel or modify your order for any reason, please contact firstname.lastname@example.org with your order number.
We know it’s hard to purchase something online without trying it on. We are here to help! Just shoot us an email to email@example.com, and one of our experts will help you.
If an item you want is out-of-stock, simply sign up to be notified when the item is back in stock. You can sign up to be notified of restocks on the product page.
Please note: we do not guarantee that any product will be restocked because some items might be discontinued. If you have any questions about an out-of-stock item, please contact firstname.lastname@example.org with the item information.
If an item is missing from your order, please contact us immediately with your order # and a photo. We will verify the issue by checking our shipping label record, the weight of the package and inventory history scans.
If you have received a wrong item, please contact us immediately with your order # and a photo. We will verify the issue by checking our shipping label record, the weight of the package and inventory history scans.
We do not provide replacements of products that we do not manufacture. However, we can contact the manufacturer on your behalf to arrange for a replacement.
We do not offer replacement for destroyed toys. No toys are indestructible and we suggest always supervising your pets while they play with toys.
Unfortunately, we are not partnering with any influencers at this time. We do not pay for or give free products to be featured in any media or on any accounts.
Yes! We offer wholesale for Basic Studio product lines.