Frequently asked questions
Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on phone, chat, or email.
What is the status of my order?
After ordering you will get an email confirmation, with the tracking order number & a link. Here’s what you will see:
Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered 7 days a week before 10 p.m.
How do I cancel my order?
A message about current events: Our teams are focused on serving as many pet parents as possible, and due to high demand we’re temporarily not able to change existing orders.
If your order hasn't shipped yet, send us an email to let us know you would like to cancel your order.
If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund.
How long does it take to get my order?
Most customers can expect to receive their order within 5 to 10 days.
How much is shipping?
All orders ship for free!
When will my payment method be charged?
Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending chargefor the total amount of the order.The pending charge will disappear 24 to 48 hours after your order ships.There's no need to call or update anything online.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover, Apple Pay and PayPal. We also accept Bearwood Gift Cards.
How do I request a return or replacement?
Our return policy is that, after the order has been delivered, we don't accept returns unless our product has been damaged during the shipping process.
If this is the case, our support can offer a refund, or replacement.
How can I contact support?
You can reach our devoted customer service through our website chat messaging or email us and we'll get right back to you with a response.