FAQ

Shipping

How much is shipping?

Shipping is free on every order — no minimum.

Where do you ship?

The United States (all 50 states) and Canada only.

How long will my order take?

Orders are packed in 1–2 business days and typically reach your door 4–12 business days after you order — the same window in the U.S. and Canada, packing time included. You’ll get tracking by email.

Returns & exchanges

What’s your return policy?

Free returns and exchanges within 30 days of delivery, and you don’t need to give a reason. We email you a prepaid label, so returning something costs you nothing. All we ask is that the gear comes back in resellable condition. See our return policy.

Can I let my pet try the carrier and still return it?

Yes — that’s what the 30 days are for. Trying the fit indoors doesn’t void your return, and a little fur is expected. We just can’t take back gear that’s been on a trip, is damaged, or won’t clean up.

How do I exchange a size?

Choose Exchange when you start your return. We ship the replacement free as soon as the carrier scans your return — you don’t wait for it to reach us first.

When do I get my refund?

We issue it as soon as the carrier scans your return, not when it arrives back with us. Your bank or PayPal usually posts it within 5–10 business days after that.

Sizing & fit

How do I choose the right size?

Measure and weigh your pet, then use our sizing guide for a recommendation. When in doubt, size up.

Will it fit on a plane?

Our Sky carriers are designed to fit under most airline seats. Check the airline compliance table on each Sky product page and our airline compliance guide, and always confirm with your airline before travel.