Q1: Where do you ship out from?

A1: Orders placed on this site will be shipped out from USA. Your order will be processed and dispatched within 3 business days if all items in your order are in stock. After your package has been dispatched, it will take around 6-8 business days to reach you. You will receive a tracking email once your package has been dispatched. Our working days are Mondays – Fridays (Except Public Holidays).

Q2: Can you guarantee that the pet carrier can fit my pet?

A2: The weight gauge provided is an estimation. Some pets are light but have long body, some pets are heavier but have shorter body. To ensure an accurate fit, we recommend you to measure your pet's body length before you purchase. Feel free to reach out to us if you require guidance on how to measure your pet.

We are unable to refund/exchange once your pet has stepped into the bag. That would be considered used, and is non-returnable and non-exchangeable. 

Q3: Can I self-collect my item?

A3: We do not offer self-collection option currently.

Q4: Is the retail price inclusive of the clip-on cushion?

A4: Yes, they are sold in a set. Each carrier design have its own complementing clip-on cushion. We are unable to change the cushion design. You may purchase a second cushion should you wish to rotate the cushions.