FAQ

Frequently Asked Questions

Where do you ship? Anywhere in the United States. A few carriers can't deliver to PO Boxes, APO/FPO or territories; if we can't serve your address we tell you and refund you in full.

How long does delivery take? Standard delivery is within 7 calendar days of ordering, including handling and transit. Orders ship from our partners in Asia, and sometimes the US. You get a tracking number when it leaves.

How much is shipping? Included in the price. There is no separate standard shipping charge. Applicable sales tax is calculated at checkout.

Will I have to pay customs or duties? Sometimes a carrier asks for import charges before delivering an international parcel. If that happens they are your responsibility.

Can I change or cancel my order? Yes, up until it's dispatched — email team@denandnook.com with your order number. After dispatch it becomes a return.

Can I return something? Yes, within 10 days of delivery, if it is unused and in its original packaging. You pay to ship it to our overseas partner and the refund is the item price less a 20% restocking fee. Email us first for an authorisation number; unauthorised returns aren't refunded. Damaged, faulty or wrong items reported with photos within 7 days are replaced or refunded in full at no cost to you.

When will I get my refund? We issue approved return refunds within 30 days of approval. Ordinary pre-dispatch cancellations are refunded within 10 business days; legally required shipment-delay refunds follow the shorter deadline in Shipping & Delivery. Whop typically takes 3–5 business days to reverse the charge after we issue a refund, and your bank may add a few more.

Do you offer exchanges? No. Return the item and place a new order.

How do I choose the right size? Where a product comes in sizes, the product page has a measurement guide. Measure your pet as shown; if you're between sizes, email us the measurements before ordering. Sizing mistakes are change-of-mind returns.

How do I care for a product? Care instructions are on the product page and packaging. Follow them — items damaged by washing or use are not returnable.

What payment methods do you accept? The methods shown at checkout, processed securely by Whop. The charge appears on your statement under Whop's name.

Is my information safe? We collect only what we need to ship your order and help you. Card details go to Whop and never reach us. See the Privacy Policy.

Something's wrong with my order — should I contact my bank? Email team@denandnook.com so we can investigate. We respond within 2 business days. You keep the right to contact your card issuer or bank without contacting us first; if you do so while we are already refunding you, we pause our refund so the amount isn't paid twice.

Do you use cookies? We use essential cookies and browser storage for the basket and checkout. We have not enabled Google Analytics or Google Ads conversion tags on our storefront. Whop has its own checkout data practices. See our Cookies page.

How do I reach a person? Email team@denandnook.com or call (641) 500-6076 and leave a message. We respond within 2 business days, Monday–Friday.