Support & FAQs
Shipping
Where do you ship?
We ship worldwide. Join our mailing list to stay updated on our international expansion.
When will my order ship?
Orders:
Unless otherwise stated on the website, in-stock items will typically be shipped within 2-3 business days.
After leaving China, packages are expected to arrive within 7-10 business days.
Please note that expedited delivery is not currently available.
Do you ship to PO Boxes?
We don’t ship to PO Boxes.
My tracking isn't working.
Oh no! We’re sorry. It can take 1-2 business days for tracking numbers to activate. If it’s still not working after a couple days, just e-mail us at egbull88@gmail.com and we’ll track down your order.
How can I change my shipping address?
We try to process orders very quickly, but please email us at egbull88@gmail.com and we’ll do our best to have the address updated before it is sent out.
Returns & Exchanges
How do I place a return or exchange?
We always want you to love your items as much as we do! That said, if something isn’t right or you’re not completely satisfied, we're happy to initiate the return process on non-furniture items as long as it’s within 30 days.
What is your return policy?
We understand things don’t always work out. So we give you 30 days to return non-furniture items, no questions asked. If you have an issue after 30 days, please e-mail us at egbull88@gmail.com and we will do our best to make it right.Please note that because crates are large furniture items, they are non-refundable.
How long does it take to process a return?
For most items, it typically takes 1 week to process a return. Once the return is processed, we’ll refund your original form of payment and we’ll be sure to send you an e-mail notification so you know it’s gone through.
I received the wrong product, what do I do?
Please e-mail us at egbull88@gmail.com
with a photo of what was received and we’ll take care of it right away.
Billing
When is my credit card charged?
Your credit card will be charged during order processing, typically 1-2 business days.
What forms of payment do you accept?
We accept credit card payments via Visa, Mastercard, Discover and American Express, as well as debit cards. We also accept payments via PayPal, Afterpay, and Amazon Pay and Shop Pay.
I’m having trouble at checkout.
Reach out to our team at egbull88@gmail.com, and we’ll be happy to assist with any issues you may have!
Order Questions
How can I update my order?
We try to process orders quickly, but we’ll do our best to accommodate any changes to your order. The best way to update your order is to e-mail us at egbull88@gmail.com.
How can I check the status of my order?
To check the status of an order, sign into your account on our website and click “Orders” from the account menu. Your order status should appear. You’ll also receive an email with tracking information once your order is shipped out to you! Feel free to reach out to us at egbull88@gmail.com for an update if needed.
Product Questions
How do I clean my products?
Machine-washable: Bed Cover
Dishwasher-safe (top rack): Falcon Toy and Twin Falcon Toy
Hand-washable: Bowls, Bed insert, Leashes
Will you be launching more products?
Absolutely! We can’t wait for you to see them. Sign up for our mailing list for updates.
Crate
When will my Crate ship?
The M Crate with the Acrylic Gate as well as the S and M Crates with White Gate ship within 1-3 weeks. However, the current lead time for theS Acrylic Crate is 4-8 weeks. The limited-edition Crate with the Walnut finish is made-to-order and expected to ship in 4-5 months.Please note Crates are shipped separately from any non-Crate items in your order. You'll receive an email with tracking info once it's on the way! Once shipped, UPS Ground service takes about 5-10 business days to deliver.
Why is the Crate non-refundable?
We are unable to accept crate returns as we have no way of receiving large/furniture return shipments. Please keep in mind our crates are handmade, so there may be minor imperfections or variations in the wood as with any piece of furniture. Before purchasing a Crate, it is important you ensure the Crate is a good fit for your dog’s size and behavior, as our Crate may not work for every dog. Please e-mail us at egbull88@gmail.com if you have any questions about our Crate.
What if my dog is a chewer?
If your dog demonstrates serious chewing/destructive tendencies, particularly with furniture, our crate may not be the best option for you.
Which door should I get for my dog?
If your dog likes to see what’s going on and stay part of the action, we recommend the clear acrylic door. If your dog enjoys a bit of a cozier den and doesn’t mind a little me-time, we recommend the white gate.
Is the Crate a good fit for my dog?
If your dog enjoys a cozy spot of its own to relax in, it’d be a great fit! If your dog is a bit more rambunctious, a known chewer, and/or fearful of being crated - it may not be the best option for them.
How should I clean my Crate?
A clean, damp cloth should be sufficient for regular cleaning. For more serious messes animal-safe wood cleaning solutions will work the same way they would for furniture or floors.
Is the Crate escape-proof?
No, crates can never be fully escape-proof, and if your dog is especially guileful, they MAY be able to sneak out. Because our crate is non-refundable, we advise not ordering if you think your dog may be a natural escape artist.
Leash
What are the recommended sizing/weight limits?
XS/S - 1-20 lbs
M - 21-50 lbs
L/XL - 50-100 lbs
IS the clasp/clip different on different leash sizes?
The hardware sizing varies with the leash size.
Waste Bag Holder
What material is the holder made with?
ABS and Silicone.
How do I clean the holder?
Use a damp cloth to clean the waste bag holder as needed.
Bowl
How do I clean the Bowl?
Hand wash with soap and water or place the bowl on the top rack of a dishwasher.
My bowl arrived broken - what should I do?
While we work with our manufacturing and shipping partners to ensure our products are delivered safely to you, ceramic can occasionally break in transit if handled incorrectly. If you receive a broken bowl please reach out to egbull88@gmail.com
with a photo of the item and we will send a replacement.
How much food/water can the Bowl hold?
The XS/S bowl holds 4 cups and the M/L/XL bowl holds 9 cups.
The lid keeps falling off, what can I do?
Be sure to twist the lid onto the holder until it clicks and it is lined up with the bag slot. If you lose the lid during a stroll with your pup, please reach out to our team at egbull88@gmail.com so we can help you out!