Ordering
Where do you ship?
We currently ship to addresses within the United States.
How long does an order take to arrive?
Every order comes with 6–14 days delivery. You'll receive a tracking number by email once your order ships.
How much is shipping?
Shipping is free on every order. Delivery takes 6–14 days.
How can I track my order?
Once your order ships, you'll get an email with a tracking number and link. You can also check order status any time by logging into your account or emailing us your order number.
Can I change or cancel my order?
If your order hasn't shipped yet, email us at hello@petnook.co as soon as possible and we'll do our best to help.
Payment & Security
What payment methods do you accept?
We accept all major credit and debit cards, plus other secure payment options shown at checkout (like Shop Pay).
Is my payment information safe?
Yes. All payments are processed through Shopify's encrypted, PCI-compliant checkout — we never see or store your full card details.
Damaged or Wrong Items
My item arrived damaged, wrong or incomplete — what do I do?
Email us at hello@petnook.co with your order number and a photo. We'll send a free replacement or issue a refund — no need to ship anything back. See our Refund Policy for details.
Products
How do I know what product is right for my pet?
Each product page includes size and material details. If you're still unsure, email us with your pet's size and breed and we're happy to help.
Do you offer products for both cats and dogs?
Yes — browse our collections for feeding & hydration, grooming, scratching & climbing, litter & potty training, and travel & comfort.
Do larger items like cat trees or litter boxes need assembly?
Some larger items (cat trees, elevated beds) require simple assembly with tools and instructions included in the box. Smaller items like feeders arrive ready to use.
What are your products made from, and are they safe for my pet?
Materials are listed on each product page where available. If you have a pet with specific sensitivities or allergies, please check the listed materials or email us before ordering.
How do I clean or care for my product?
Care details are noted in the product description. If you can't find care instructions for something you've ordered, email us and we'll send them over.
Still Have Questions?
Reach out any time at hello@petnook.co. A real person reads every email.