Orders & Shipping
Where do you ship?
We currently ship to the United States, Canada, Australia, New Zealand and all European Union countries.
Is shipping free?
Yes. Standard shipping is free on every order, with no minimum purchase.
When will my order ship?
Orders are processed within 1-3 business days after payment is confirmed. We don't process orders on weekends or public holidays.
How long does shipping take?
Once your order ships, estimated delivery time is 7-15 business days (about 8-18 business days in total including processing). Orders with several items may arrive in separate packages.
How can I track my order?
Once your order ships, you'll receive an email with your tracking number. Tracking may take 2-5 business days to show updates.
Will I pay customs or import fees?
Our prices don't include import duties or taxes. US orders are generally not charged. In other countries, including the EU, local VAT or import fees may be collected by the carrier at delivery and are the customer's responsibility. See our Shipping Policy.
Returns & Exchanges
How long do I have to return an item?
You can request a return within 30 days of delivery. The item must be unused and in its original packaging. Email us before sending anything back.
Who pays for return shipping?
Return shipping is paid by the customer, unless the item arrived damaged, defective, or incorrect.
What if I receive a damaged or wrong item?
Email us at maplesnug.co10@gmail.com within 7 days of delivery with your order number and a photo, and we'll send a free replacement or a full refund.
When will I get my refund?
Once your return is received and approved, we issue a refund to your original payment method within 5-10 business days. See our Refund Policy.
Can I cancel my order?
Yes, free of charge, as long as it hasn't shipped yet. Email us as soon as possible.
Payment
What payment methods do you accept?
All payments are securely processed via iyzico by credit/debit card. We never store your card details. Prices are in U.S. dollars (USD).
Do you have any discounts?
Yes. Buy 2 items to save 5%, or 4+ items to save 10%, applied automatically. Orders of $75+ get a free Portable Folding Pet Bowl. New customers can also use WELCOME10 for 10% off their first order.
Products
What animals are your products suitable for?
Our products are designed for cats and dogs. Each product page includes sizing and usage details.
How can I reach you with questions?
You can always reach us at maplesnug.co10@gmail.com. We reply within 1-2 business days.
