FAQ

Every product page lists the sizes, dimensions and materials, and most carry a second photo of the product in use on an animal. Measure your pet before you order anything that fastens or wraps, and check the variant options for the size or color you want.

If you are still unsure, email us at support@totalpetarchitect.com with your animal's breed and weight and the product you are looking at, and we will tell you which option to take.

The store is organized around the eight moments of a pet's day rather than by product category: walking and training, feeding and hydration, home and clean-up, play and enrichment, grooming and hygiene, travel and car, wellness, and comfort and calm.

If you know the problem you are trying to fix, start there. If you would rather browse everything for one animal, use the Dogs and Cats collections instead.

Standard shipping is a flat $8 on orders under $70, and free on every order of $70 or more. Express shipping is $15 and is offered as an option at checkout.

The rate that applies to your order is shown at checkout before you pay. We ship to United States addresses only at this time.

Orders are processed within 1 to 3 business days, and most leave within 24 hours. Standard delivery usually arrives 5 to 10 business days after dispatch; express arrives sooner and shows its own estimate at checkout.

These are estimates rather than guarantees. Public holidays, carrier backlogs and weather can add a few days to any delivery.

Email us as soon as you can with your name and order number. Orders can leave the warehouse within 24 hours, so we cannot promise a change, but we will try to catch it before it ships.

Once a parcel is with the carrier the address is fixed. A parcel returned to us because of a wrong address can be reshipped at the standard rate.

Not always. Larger orders are sometimes split across two or three parcels, which can arrive a day or two apart.

Each parcel has its own tracking number and you will be emailed every one of them, so nothing is missing just because the first parcel is short.

Your tracking number is emailed to you as soon as the parcel ships. Tracking can take up to 48 hours to show its first scan, so a quiet number on day one is normal.

If it still has not moved after that, email us at support@totalpetarchitect.com with your order number and we will chase the carrier for you.

Check with anyone else at the address, look anywhere the carrier leaves parcels, and ask your neighbors first. Carriers occasionally scan a parcel as delivered a few hours before it lands.

If it has not turned up after 48 hours, contact us with your order number and we will open a case with the carrier.

Email us at support@totalpetarchitect.com with your order number and a photo of the item and the packaging. Do that as soon as you notice, and keep the packaging until it is resolved.

We will review it and put it right, either by replacing the item or refunding it.

You have 30 days from delivery to request a return. The item has to come back unused and in its original packaging, with proof of purchase, and you will need to contact us first so we can send a return label and instructions.

Consumables such as chews, wipes, gels and sprays cannot be returned once opened. The full detail is on our refund and return policy page.

If an item in your order cannot be shipped, we will email you with the date we expect it back. If it will not be back within two weeks we refund that item automatically and ship the rest of your order.

Within one business day, by email. Messages are answered in the order they arrive, and most get a reply the same day.

Include your order number and, if it is a product question, your animal's breed and weight. It saves a round trip.