Answers to popular questions
How can I make a special order?
If our product is labeled “Special order” you will need to download and fill up our special order form. After filling it up please have it sended to us. We will contact you as soon as possible to discuss terms and conditions of the order.
What if something I want is out of stock?
You can still order a product even if it is out of stock. Please reach us by phone, via email or using our feedback form. You can find all these methods on the Contact Us page.
What is your shipping and payment policy?
We ship worldwide.
If you live in Kiev you can pick up your purchase by yourself at our warehouse.
To find out more about shipping and payment please visit this page.
What is your return and exchange policy?
You can return or exchange your regular goods during 14 days after the actual date of purchase. It is guaranteed to you by “Consumer Protection Law”.
Before returning or exchanging please make sure that:
The item you want to return/exchange is not used (clean, has no pet fur traces etc.)
The item is unpacked
The item has all labels on it
In case the item is covered with fur we will have to deduct 3% of the item cost for cleaning and repacking purposes.
If you want to return a special order item we will give you back 50% of it’s cost. If the item you have bought doesn’t fit your pet (even though you provided us with all correct measurements) we will redo it at no cost to you.
The customer pays for shipping both ways.
Refunds are processed in 10 business days starting the actual date of returning the item. If a refund is made through a banking system, a bank commission will be deducted from the amount of the refund.
What items are covered under warranty?
Only items labeled “Warranty” are covered.
Can I pay at the Post Office after I receive my purchase?
We can ship only after receiving 100% of payment.
How can I be sure that I will receive my purchase I already paid for?
You have an invoice and a receipt from us. When we receive your money we are fully responsible and have a legal obligation to provide you with the item(s) you have bought. The item is considered delivered and received only when you sign a waybill attached to the shipment.
Please feel free to visit our social networks pages and even chat with our customers!