FAQ & Help
How can we help?
Last Updated: August 20, 2026
Find quick answers about orders, shipping, returns, product fit, safe play and care.
For full policy details, please refer to the related policy pages.
Orders
Can I change or cancel my order?
Please contact support@deeowpet.com as soon as possible.
We will do our best to help before the order is processed, but changes or cancellations are not guaranteed.
Once an order has been processed or shipped, we may no longer be able to make changes.
Can I change my shipping address?
Contact us as soon as possible at support@deeowpet.com.
Address changes are not guaranteed and may no longer be possible once the order has been processed or shipped.
I entered the wrong shipping address. What should I do?
Email support@deeowpet.com as soon as possible with your order number and the correct address.
If the order has already been processed or shipped, we may not be able to update or intercept the package.
Additional shipping charges may apply if reshipment is required because of an incorrect or incomplete address.
I didn’t receive an order confirmation email. What should I do?
Please check your spam or junk folder first and confirm that the email address used at checkout is correct.
If you still cannot find the confirmation, contact support@deeowpet.com.
Shipping & Delivery
How much is shipping?
Standard shipping within the contiguous U.S. is $7.99.
Shipping availability and rates for Alaska, Hawaii, Puerto Rico, APO/FPO addresses and other U.S. territories may vary and will be shown at checkout when available.
Do you offer free shipping?
Yes.
Free standard shipping is available on orders of $39 or more within the contiguous U.S.
Eligibility is based on the order subtotal after discounts and before taxes and shipping charges.
Where does DEEOW ship?
DEEOW currently ships within the United States.
We do not currently offer international shipping.
How long does it take to process my order?
Orders are typically processed within 1–3 business days.
Business days exclude weekends and U.S. public holidays.
Processing may take a little longer during holidays, peak shopping periods, or unusually high order volume.
When will my order arrive?
Actual delivery times may vary depending on the destination, carrier, local delivery conditions, weather and seasonal shipping volume.
Once your order ships, please refer to the latest estimated delivery date in your tracking information.
Estimated delivery dates are provided as a guide and may change as the shipment moves through the carrier network.
Why hasn’t my tracking updated?
Tracking information may take up to 48 hours after shipment to begin updating.
If there is still no update after this period, contact support@deeowpet.com and we can help review the available shipment information.
What if my package appears to be lost in transit?
Contact support@deeowpet.com with your order information.
We’ll review the available tracking details and, when needed, check further with the carrier.
Based on the information available, we’ll help determine the appropriate next steps.
My package says delivered, but I can’t find it. What should I do?
Please check around the delivery location, with household members or neighbors, and with any front desk or mailroom staff.
Review the carrier’s delivery details if available.
If you still cannot locate the package, contact support@deeowpet.com.
We’ll help review the available delivery information and assist with the next steps based on the situation.
Returns & Refunds
What if my item arrives damaged?
Contact support@deeowpet.com within 30 days of delivery and include your order number and clear photos of the issue.
If the damage is visible when you receive the product, please take photos before use and, where available,
keep the original packaging and/or product tag until the issue has been reviewed.
What if I receive the wrong item?
Contact support@deeowpet.com within 30 days of delivery with your order number and photos of the item received.
Once the issue is reviewed and approved, we will arrange the appropriate replacement where available.
What if an item is missing from my order?
Contact support@deeowpet.com within 30 days of delivery with your order number and a brief description of what is missing.
We will review the order and, if approved, arrange the appropriate replacement.
Do you accept returns if I change my mind or my dog does not like the toy?
No.
We do not offer returns, replacements or refunds for change of mind, personal preference,
or because a pet does not show interest in or prefer a product.
What if I ordered the wrong size or selected the wrong product?
Incorrect size or fit selected by the customer is not covered.
Please review product dimensions, Recommended Fit, Size Check Required notes and chewing suitability before purchasing.
If you are unsure, contact support@deeowpet.com before placing your order.
Do I need to return a damaged or defective item?
No.
DEEOW does not accept physical returns for orders placed through deeowpet.com.
If there is an eligible product or order issue, please contact support@deeowpet.com and provide the requested order information and photos.
We’ll review the issue and advise you on the next steps.
Will I receive a refund or replacement?
For approved product or order issues, DEEOW generally tries to resolve the issue with a replacement first.
If a replacement cannot be arranged, we will review the situation and determine an appropriate alternative, which may include a refund.
What if I purchased my DEEOW product from Amazon or another retailer?
This policy applies to purchases made directly through deeowpet.com.
If you purchased a DEEOW product through Amazon or another retailer, marketplace, or third-party sales channel,
please contact the original place of purchase for after-sales support.
Product Fit & Safe Play
How do I choose the right toy for my dog?
Choose based on your dog’s size, mouth size, chewing style and way of playing.
Check the product dimensions and Recommended Fit information on each product page before purchase.
What does “Size Check Required” mean?
It means you should compare the product dimensions with your dog’s size, mouth and play habits before use.
It does not automatically mean the product is unsuitable; it means fit should be checked carefully.
How do I know my dog’s chewing style?
Gentle Chewers
usually carry, mouth or lightly chew toys.
Light-to-Moderate Chewers
enjoy regular chewing without frequently tearing or damaging toys.
Heavy Chewers
may puncture, tear or break toys more quickly and require more careful toy selection.
Are DEEOW toys indestructible?
No dog toy is indestructible.
A toy’s lifespan depends on factors such as your dog’s size, chewing strength, play style and frequency of use.
Are DEEOW toys suitable for heavy chewers?
Suitability varies by product.
Please check the Recommended Fit and chewing guidance on each product page.
Products identified as unsuitable for heavy or aggressive chewers should not be used for that type of chewing behavior.
Should I supervise my dog during play?
Yes, especially when introducing a new toy or during the first few play sessions.
Observe how your dog interacts with the toy and stop play if the toy becomes damaged or pieces begin to come loose.
When should I replace a toy?
Stop use and replace a toy if you notice deep cracks, tears, loose or detached pieces, significant deformation,
exposed filling or squeakers, or any pieces small enough to be swallowed.
Cleaning & Care
How should I clean my DEEOW toy?
Cleaning methods vary by material and construction.
Please follow the Cleaning & Care instructions provided on the specific product page.
Are DEEOW toys dishwasher-safe?
Dishwasher suitability varies by product.
Please check the Cleaning & Care instructions on the product page before using a dishwasher.
How often should I clean my dog’s toys?
Clean toys regularly based on how often they are used, where they are used and whether they come into contact with food.
Treat-dispensing or food-contact toys should be cleaned promptly after use.
Still Need Help?
Can’t find what you’re looking for? Our team can help with orders, products, shipping and play guidance.
If you are contacting us about an existing order,
please include your order number so we can assist you more efficiently.
