Frequently Asked Questions 🐾

Got questions? We've got answers. If you don't see what you're looking for, don't hesitate to reach out — we're happy to help!

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📦 Orders & Shipping

How long does shipping take?

Orders are prepared for shipment within 3 business days. After that, delivery typically takes 7–15 business days.

How much is shipping?

Shipping is free on every order — no minimum purchase required, no matter the order size.

Do you ship internationally?

Currently, we primarily ship within the United States. If you're outside the US, please contact us before ordering and we'll do our best to accommodate you.

How do I track my order?

Once your order ships, you'll receive a confirmation email with a tracking number. You can use that number to track your package directly through the carrier's website.

Can I change or cancel my order?

We process orders quickly! If you need to make a change or cancellation, please contact us within 12 hours of placing your order. Orders placed through TikTok Shop follow TikTok Shop's cancellation rules — an order can usually be cancelled before it's marked as shipped, and TikTok Shop may also allow cancellation if it doesn't arrive by its estimated delivery date.

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🔄 Returns & Refunds

What is your return policy?

We want you (and your pets!) to be completely happy. If you're not satisfied with your purchase, you can request a return or exchange within 30 days of receiving your order. Items must be unused and in their original packaging.

How do I start a return?

Simply contact us at our support email with your order number and reason for the return. We'll guide you through the process step by step.

How long do refunds take?

Once we receive and inspect the returned item, refunds are typically processed within 5–7 business days. The credit will appear on your original payment method.

What if my item arrived damaged or incorrect?

We sincerely apologize if this happens! Please contact us within 7 days of delivery with a photo of the issue and your order number. We'll send a replacement or issue a full refund right away.

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🛍️ Beds, Caves & Cozy Hideaways

How do I choose the right bed size?

Measure your pet from nose to tail while they're lying in their usual sleeping position, then add 8–12 inches. If your pet is between sizes, we always recommend sizing up — no pet ever complained about a bed being too roomy!

How do I clean my pet's bed?

Care instructions are listed on each product page. Most of our plush beds have removable, machine-washable covers. For enclosed caves, cat trees, and memory foam, we recommend spot-cleaning and vacuuming loose fur regularly.

Are your beds safe for pets?

Absolutely. We carefully vet every bed, cave, and cat tree we carry, focusing on pet-safe, non-toxic materials built with your animal's comfort and wellbeing in mind.

What types of pets are your products for?

We specialize in sleep and rest products for dogs and cats — calming beds, enclosed caves and hideaways, cooling mats, elevated cots, hammocks, and cat trees.

Are your products in stock?

We work with carefully selected suppliers to keep popular items available. If an item shows as available, it's ready to ship. If you have questions about a specific product's availability, just ask!

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📬 Contact Us

Still have questions? We'd love to hear from you!

• 📧 Email us through our Contact Page
• ⏰ We typically respond within 24–48 hours on business days

We're a small family business and every message matters to us. Thank you for choosing Happy Tails Pet World! 🐾