Root & Tug Carrot

Shipping Information

When can I expect my order to ship?

• Please allow 2 to 4 business days for processing, customization and production before your order is shipped.

How long does shipping take?

• Average delivery time to the United States: 8 to 14 business days

• Average delivery time to other international destinations: 10 to 20 business days

• Please keep in mind that shipping times may be affected by things outside our control, like weather, holidays, or natural events. While most packages arrive on time, we cannot guarantee exact delivery dates. Any delays are the responsibility of the shipping carrier.

Can I cancel my order?
You can cancel your order if you do so within 24 hours of placing it and before it ships. To cancel, please email us with the subject line "Cancel my order" within this time and make sure to add your order number and the cancellation reason.

I entered the wrong address — what now?
If you notice a mistake in your shipping address, reply as soon as possible to your order confirmation email with the correct details. We can only update addresses within 48 hours of your order.

I picked the wrong size — what now?
If you ordered the wrong size, please contact us within 48 hours of placing your order. We can update the size before processing begins. After this period, if the item has already been packed or shipped, we can still arrange a replacement for you at a reduced cost. Please email us with your order number so we can assist you.

What if my item arrives damaged?
We carefully package all items, but sometimes products get damaged during shipping (about 1 in 1000 orders). If this happens, please contact us with your order number and a photo of the damage. We’ll gladly send a replacement free of charge.

What if I receive the wrong size?

• If we sent you the wrong size, we’ll send you a replacement free of charge.

• If you picked the wrong size without checking our size guides, we can send the correct size with a reduced amount, sharing the cost with you to make things easier.

What about pre-ordered or back-ordered items?
If your order has pre-ordered or back-ordered items, we’ll ship what’s available immediately and send the rest as soon as it arrives. If you receive part of your order, the rest will come shortly after.

Still have questions?
If you need more help, please contact us at contact@petjoyfuls.com. We aim to reply within 24 hours.

Refund & Replacement Policy

At PetJoy, we want every order to arrive right and make your pet happy. If something goes wrong on our side, we'll make it right with a free replacement or a full refund.

Cancellations

• You can cancel for a full refund within 24 hours of placing your order, as long as it hasn't shipped. Email us with the subject line "Cancel my order" and your order number.
• After 24 hours your order is already being processed and packed, so it can no longer be cancelled.

When we'll replace or refund

Contact us and we'll send a free replacement or give you a full refund (your choice) if:

• Your item arrived damaged or defective.
• You received the wrong item, color or size.
• Your order never arrived: tracking shows it lost, or it hasn't arrived within 30 business days of shipping.
• Something else went wrong on our side.

Discounted orders are covered too. Orders placed with a promo code or during a sale are covered exactly the same as full-price orders.

Time limits

• Damaged, defective or wrong items: contact us within 30 days of delivery.
• Orders that haven't arrived: contact us within 60 days of placing your order.

Ordered the wrong size?

• Email us within 48 hours of ordering and we'll switch the size before your order is processed.
• After that, we can send the correct size at a discounted price. Send us your order number and we'll find the best option.

Change of mind

Because every order is packed and shipped individually by our fulfillment partner, we can't accept returns or give refunds for change of mind. Please check sizes and product details before ordering, and email us with any questions before you buy.

How to request a replacement or refund

1. Email contact@petjoyfuls.com.
2. Include your order number and a short description of the problem.
3. Attach a photo if the item is damaged or wrong.

In most cases a photo is all we need. You won't need to send anything back unless we ask you to, and if we do, we'll cover the cost.

We aim to reply within 24 hours. Approved refunds go back to your original payment method within 5–10 business days; your bank may take a few extra days to show it.

Summary

• Cancel: full refund within 24 hours of ordering, before it ships.
• Damaged, wrong or defective: free replacement or full refund, within 30 days of delivery.
• Never arrived: free replacement or full refund, within 60 days of ordering.
• Wrong size ordered: free switch within 48 hours; discounted replacement after that.
• Discount codes: no effect on any of the above.

This policy does not affect your statutory rights.