Contact Us
Caninese · Customer Care
We are always here for you and your pet.
Have a question about your order, a product, or anything else? Write to us and a real member of our team will get back to you — no bots, no scripts.
Before you write
Quick answers
Most questions are answered below. If yours isn't, we are just a message away.
Where is my tracking number?
Your tracking number is sent in your shipping confirmation email as soon as your order is dispatched. Please allow 1–3 business days after placing your order for processing. If you cannot find the email, check your spam or promotions folder — it sometimes lands there.
How long will my order take to arrive?
Free Tracked Shipping arrives in 7–10 business days. Premium Tracked Shipping arrives in 5–8 business days. Both options include full tracking. Delivery windows begin from the date your order is dispatched, not the date it is placed.
My order has not arrived — what should I do?
If your order is still within the delivery window, hang tight — it is on its way. If the window has passed, please use the form below with your order number and we will investigate with our shipping partner right away.
Can I return or exchange my order?
Yes — we offer a 30-day return window on all eligible products (beds, mats, and grooming tools), provided they are unused and in their original packaging. Fill in the form below with your order number and we will guide you through the next steps.
My item arrived damaged — what happens now?
We are so sorry to hear that. Use the form below with your order number and a description of the damage within 7 days of delivery. For items under $75, we will send a replacement immediately — no return needed.
Can I change my shipping address after ordering?
Please get in touch via the form below as quickly as possible. If your order has not yet been dispatched, we will do our best to update the address in time.
How long does a refund take?
Once we receive and confirm your return, refunds are processed within 5–7 business days back to your original payment method. You will receive a confirmation email when it has been issued.