FAQs
Shipping & delivery
How long does it take for my order to be processed and shipped?
Standard shipping transit time: 2-5 business days
First time orders take 2-3 days to formulate and package. Recurring subscription orders ship within 1 business day of the subscription renewal.
How can I track my package and receive updates on its delivery status?
Once your package has shipped, you can track it with the tracking number that we'll provide you.
What is the estimated delivery time for my order?
Delivery times can vary depending on the shipping method and location, but we'll provide you with an estimated delivery range at checkout.
What happens if my package is lost or damaged during shipping?
In the unlikely event that your package is lost or damaged during shipping, please contact us immediately so that we can initiate a claim or replacement.
Can I change the shipping address after I have placed the order?
If you need to change the shipping address after placing your order, please contact us as soon as possible. We'll do our best to accommodate your request, but it may depend on the stage of the shipping process.
Returns
Can I return a product if I have opened it or used it?
We understand that sometimes a product may not meet your expectations even after you've opened or used it. We offer a 30 day money back guarantee on all first time product purchases.
For repeat orders, if your custom formula is no longer working for your dog, contact us within 7 days of receiving the order and we'll reformulate and send you a replacement.
How long does it take to receive a refund after a return has been processed?
Once we've received and processed your return, it can take several business days for your refund to be issued. The exact timeframe may depend on your payment method and bank processing times.
Can I return a product if it doesn't work for my dog's skin and coat type?
Your satisfaction is our top priority, so we want you to feel confident in your purchase. Our custom formula has been developed over decades of use on dog grooming clients in the salon, but occasionally, there is a special dog that has unique needs that may need fine tuning. If a product doesn't work for your dog's skin or coat type, please let us know and we'll do our best to provide a solution.
Our Products
Is your packaging eco-friendly?
Yes, we're committed to reducing our environmental impact and have taken steps to ensure that our packaging is eco-friendly. We use recyclable and biodegradable materials whenever possible, and we're constantly looking for ways to improve our sustainability practices.
Are your products ethically made?
Yes, we're committed to ethical manufacturing practices and strive to ensure that all of our products are made under fair and safe working conditions. We only us US suppliers with US ingredients and work closely with our suppliers to ensure that they meet our ethical standards and regularly monitor our supply chain to ensure compliance.
Are you vegan and cruelty-free?
Yes, we're proud to be a vegan and cruelty-free brand. We use only vegan ingredients in all of our formulations. We believe that products for your animals should not harm other animals. We strive to be ethical and sustainable, and we're committed to promoting a more compassionate world.
Are your products safe for puppies?
We take the safety of our customers very seriously, and we understand younger animals may be more sensitive. While all of our ingredients are safe, we do recommend not starting an at home bathing routine until puppies are ready to be weaned and at least 8 weeks of age.
We also provide detailed ingredient lists and product information to help you make informed decisions about your dog's bathtime routine.