Shipping
Where do you ship?
We ship to the United States, United Kingdom, Australia and Canada. A few items ship from our US warehouse and are available to US addresses only; this is stated on the product page.
How long will my order take?
Shipping is free on every order. Orders are processed within 1–2 business days. Estimated delivery is 5–12 business days to the United States and 7–15 business days to the United Kingdom, Canada and Australia. Items that ship from our US warehouse usually arrive faster, in about 3–7 business days. Customs processing and busy periods can add a little time.
Will my order arrive in one parcel?
Usually, but not always. Our products ship from more than one warehouse, so an order with several items (for example the Hydration Starter Set) may arrive as separate parcels a few days apart. Each parcel gets its own tracking number.
Will I get tracking?
Yes. You'll receive a confirmation email with tracking as soon as your order ships. Allow 24–48 hours for tracking to start updating.
Will I be charged customs or duties?
International orders may be subject to import duties or customs fees set by your country. These aren't included in your order total and are the customer's responsibility.
Returns & refunds
What's your return policy?
If your item arrives damaged, defective or wrong, contact us within 7 days of delivery with photos and we'll send a free replacement or full refund — no return needed. If you've simply changed your mind, contact us within 14 days of delivery: orders under $25 are refunded or credited without needing to send anything back, and for orders of $25 and over we'll walk you through the options.
My item arrived damaged — what now?
Contact us within 7 days of delivery with photos of the issue and we'll send a free replacement or full refund at no cost to you — no return needed.
How long do refunds take?
Once approved, refunds are processed to your original payment method within 5–10 business days.
Do I need to send the item back?
In most cases, no. Damaged, defective or wrong items and change-of-mind orders under $25 don't require a return. For change-of-mind orders of $25 and over, contact us and we'll advise on next steps.
Products
Are your products safe for pets?
Every product is chosen with everyday pet use in mind. As with any toy or accessory, we recommend supervising your pet during first use and checking regularly for wear.
Does the water fountain need replacement filters?
The fountain has a built-in recirculating filter that you rinse during weekly cleaning. We don't currently sell replacement filter packs; we'll add them as soon as a matching pack is available.
Which lick mat style should I choose?
Puzzle Square pieces interlock, so you can buy two or more and build a bigger mat. Suction Octagon has a raised rim for runnier toppings and sticks to floors, tiles or the bathtub wall, which is handy during baths and grooming.
Orders & support
Can I change or cancel my order?
Get in touch as soon as possible. If your order hasn't shipped yet we'll do our best to update or cancel it.
How do I reach you?
Use our contact form, email info@cuddelan.com, or call/WhatsApp +1 (601) 875-3336. We reply within 1 business day. Support hours: Monday–Friday, 9am–5pm ET.