FAQ

Answers to the questions we are asked most often. If yours is not here, email info@sophiepetshop.com and we will get back to you within 24 hours.

Shipping

Where do you ship?
We ship to addresses within the United States. We do not ship to PO boxes.

How much is shipping?
Nothing. Shipping is free on every order, with no minimum.

How long will my order take?
Orders are processed within 1 to 2 business days (Monday to Friday) and arrive 3 to 7 business days after dispatch, so most orders arrive within 4 to 9 business days.

How do I track my order?
You receive a tracking link by email as soon as your order has been dispatched.

Returns and refunds

Can I return something?
Yes. You have 30 days from delivery to request a return. The item needs to be unused and in its original packaging. Email info@sophiepetshop.com to start, and we will send you the instructions.

My order arrived damaged or wrong. What now?
Email info@sophiepetshop.com with your order number and a photo, and we will make it right.

When will I get my refund?
Once your return has been received and inspected, approved refunds go back to your original payment method within 10 business days.

Can I change or cancel my order?
Orders can be cancelled within 15 minutes of being placed. After that they go to fulfillment and can no longer be changed.

Payment

Which payment methods can I use?
The major credit and debit cards, plus the express payment options shown at checkout. All prices are in US dollars.

Is my payment secure?
Checkout runs on Shopify's encrypted payment system. Your card details never reach us.

Contact

How do I reach you?
Email info@sophiepetshop.com and we reply within 24 hours, Monday to Friday, 9am to 6pm (EST).