Frequently asked questions

We accept all major credit and debit cards through Stripe, and PayPal. Card details are entered directly into the payment processor’s secure fields — they never reach our servers. Apple Pay and Google Pay are available on supported devices at checkout.

Yes. The entire site runs over TLS encryption, and card processing is handled by Stripe and PayPal, both certified to PCI DSS Level 1. We receive only a transaction reference and the last four digits of your card so that we can identify and refund the payment if needed.

No. You can check out as a guest with just an email address. Creating an account lets you track orders, save addresses and reorder faster, but it is entirely optional.

Yes, if it has not been dispatched yet. Email support@accesspet.store with your order number as soon as possible. We pick orders quickly, so speed matters. Once a parcel has left the warehouse it cannot be cancelled, but you can return it under our 30-day policy.

Sales tax is calculated at checkout where we are required to collect it, and shown as a separate line before you pay. Prices on product pages are shown before tax.

Occasionally, through our email list. We do not run permanent fake sales — the price on the page is the real price.

We ship from our fulfilment warehouse in the United States to all 50 states, DC, and US territories served by USPS, including PO Boxes and APO/FPO addresses. We do not currently ship internationally.

Free on orders over $49. Below that, standard shipping is $5.95 and arrives in 3–5 business days. Expedited shipping is $14.95 and arrives in 2 business days.

Orders placed before 2:00 PM Mountain Time on a business day go out the same day. After that, or at a weekend or US federal holiday, they go out the next business day.

You will get a dispatch email with a tracking number once the parcel leaves us. You can also look it up any time on our Track Your Order page with your order number and email address. Tracking can take up to 24 hours to show movement after the label is scanned.

Carrier scans go quiet sometimes, particularly around holidays and in bad weather. If there has been no update for 7 consecutive business days, email us and we will open a trace with the carrier. If it is confirmed lost we will replace it or refund you — your choice.

Check with household members and neighbours, and look for a safe-place photo in the carrier tracking. If it still cannot be found 24 hours after the delivery scan, contact us and we will investigate with the carrier and put it right.

Tell us within 48 hours and send photos of the outer packaging and the item. We will replace it or refund you in full, and we will not usually ask you to send the damaged item back.

Run a soft tape around the base of the neck where the collar naturally sits, then add two fingers of slack. If you land between two sizes, take the larger one. There is a printable measuring strip on our size guide.

Measure the girth — around the deepest part of the chest, just behind the front legs. Girth decides the size, not weight and not breed. Between sizes, size up: the four adjusters take up the slack.

Size exchanges are free, both ways. Email us within 30 days and we will send a prepaid return label and ship the correct size as soon as the first one is on its way back.

Measure nose to tail base while your dog is lying stretched out, then add six inches. Dogs that curl up can size down; dogs that sprawl on their side should size up.

Thirty days from delivery, for any reason, on anything unused and in resalable condition with its original packaging. No restocking fee. Full detail is in our Returns & Refunds Policy.

We do, for size exchanges, faulty items and anything we sent in error. For change-of-mind returns you cover the return postage and we refund the price of the goods.

We process returns within 2 business days of receiving them and refund the same day. Your bank then takes typically 5–10 business days to show it.

For hygiene reasons: grooming blades that have been used on an animal, chew toys that have been given to a pet, and beds that have been slept on or are soiled. This never applies to faulty or incorrectly supplied items.

Twelve months from delivery against defects in materials and workmanship, on every product. It does not cover normal wear, misuse, or a determined dog destroying a toy over time.

We use food-grade natural rubber for toys, lead-free and cadmium-free glaze on ceramics, 304 stainless steel for bowls and CertiPUR-US certified foam in beds. Chew toys and puzzle feeders are supervised products — inspect them regularly and discard anything that has been punctured or chewed down small enough to swallow.

Yes. The stainless bowls and the stoneware slow-feed bowl are dishwasher safe. The bamboo feeding station frame is not — wipe it with a damp cloth and dry it.

Unzip the outer cover and machine wash it cold on a gentle cycle, then tumble dry low or line dry. The waterproof inner liner is wipe-clean only, and the foam should never be washed.

Not yet as separate listings. If you need a replacement bed cover, base pad or set of silicone feet, email us — we usually have spares and will sort it out.

Yes, slowly. Each new product goes through the same selection process, which takes time. Join the email list if you want to hear when something is added.

Email support@accesspet.store with the subject “Privacy request”. We verify your identity against a recent order and action it within 30 days. Details are in our Privacy Policy.

No. We do not sell personal information, and we do not share it for cross-context behavioural advertising.

Use the Cookie Settings link in the footer of any page. Our Cookie Policy lists every cookie we set.