Help center

FAQ

Shipping, returns, sizing and everything in between.

Shipping

When will my order ship?

Orders ship within 3 to 5 days. You will receive an email with a tracking link as soon as your package is on its way.

How much is shipping?

Shipping is free on orders over $79. For smaller orders, the shipping cost is calculated at checkout before you pay.

How do I track my order?

Use the tracking link in your shipping confirmation email. If you can't find it, email us with your order number and we will send it again.

Can I change my shipping address or cancel my order?

Email us as soon as possible with your order number. If the order has not shipped yet, we will update the address or cancel it for you. Once a package has shipped, we can no longer change it.

Returns

What is your return policy?

You can request a return within 7 days of delivery. Items must be unused, clean and in their original packaging. See our Returns & Refunds page for full details.

How do I start a return?

Email us with your order number, the item you want to return and the reason. We will reply with return instructions. Please don't send items back without contacting us first.

My item arrived damaged or wrong. What should I do?

We're sorry about that. Email us within 7 days of delivery with your order number and photos of the item and packaging, and we will arrange a replacement or refund.

When will I get my refund?

Once your return is received and inspected, we will email you and issue the refund to your original payment method. Your bank may take a few extra business days to show it.

Products

How do I choose the right size?

Measure your dog first, then compare with the measurements listed on the product page. For beds, measure your dog from nose to tail while lying down and add a few inches. If your dog is between sizes, choose the larger size.

How do I wash my pet's bed or blanket?

Follow the care instructions on the product page and label. Many of our beds have removable covers that can be machine washed on a gentle cycle.

Are your toys indestructible?

No toy is indestructible. Always supervise play, check toys regularly and take away any toy that is torn or has loose parts.

Orders & Payment

What payment methods do you accept?

You can pay with any of the payment methods shown at checkout. All payments are processed through Shopify's secure checkout.

Do you offer bulk or wholesale pricing?

Yes. Shelters, rescues, groomers, daycares and pet stores can request a quote through our contact form. Choose “Bulk or wholesale order” as the topic.

How can I contact you?

Email fastenerhero@gmail.com or use the form on our Contact page. We reply as soon as we can.