FAQ

Frequently Asked Questions — last updated October 20, 2026

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 US delivery is estimated at 5–10 business days in total for most products. Products marked with a longer estimate take 6–14 business days total, including 1–3 processing days and 5–11 transit days. Other products include 1–2 processing days and 4–8 transit days. Products marked 9–25 business days on their product page use a store estimate of 9–25 business days total, including 2–5 processing days and 7–20 transit days. The Shipping & Delivery policy lists the applicable estimates. Business days are Monday–Friday, excluding public holidays. This is an estimate, not a guaranteed arrival date; orders placed after the 11:59 p.m. Pacific cutoff or on a non-processing day enter the next processing day’s window. 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.

Will I have to pay customs or duties? Sometimes a carrier asks for import charges before delivering an international parcel. These are not included in your checkout total. If charged, you pay them separately to the carrier or customs authority before delivery.

Can I change or cancel my order? Yes, up until it's dispatched — email team@denandnook.com or call (641) 500-6076 with your order number. After dispatch it becomes a return.

Who handles my return or refund? Den & Nook does. Contact our team with your order number; we coordinate with our fulfillment partners. If we approve a refund without a return, we confirm it in writing. Otherwise, our published return policy applies.

Can I return something? Yes. Request a return within 30 calendar days of delivery for new or slightly used items that are clean and complete. We cover postage for eligible US returns with a prepaid tracked label, or confirm a refund without a return. Eligible returns receive the amount paid for the item after discounts and any refundable sales tax. There is no restocking fee. See the Returns policy for the full conditions. Email team@denandnook.com or call (641) 500-6076 first for an authorisation number; unauthorised returns aren't refunded. Damaged, faulty or wrong items qualify for a replacement or full refund at no cost to you. Please report them promptly, ideally within 7 days; your statutory rights are not limited by that request.

When will I get my refund? We complete inspection and issue eligible refunds within 5 business days after our partner receives the returned item, or within 5 business days of approving a refund without a return. We estimate that you will receive the refund within 30 calendar days of that receipt or approval, including inspection, payment processing and bank posting. Whop says refunds typically reach customers 3–7 business days after processing, depending on the bank or payment method; this is included in the 30-day estimate. If it has not arrived within 30 calendar days, email team@denandnook.com or call (641) 500-6076 so we can trace it. Ordinary pre-dispatch cancellations are refunded within 10 business days. Any shorter refund deadline required by law takes priority, including the shipment-delay refund deadline in Shipping & Delivery.

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

Do I need to choose a size? Each product page shows the size available to order. Blankets and throws have one listed size. For collars and fitted products, check the stated measurement range to make sure it suits your pet. 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. Damage caused by misuse is not eligible for a change-of-mind return; this does not limit remedies for an item that was defective or misdescribed.

What payment methods do you accept? The methods shown at checkout, processed securely by Whop. New card charges are configured to appear as WHOP*DENANDNOOK. Your bank may shorten the descriptor.

Is my information safe? We use your checkout details to manage your order and help you. Optional product-interest counts require acceptance. Google Ads browser measurement starts on for visits our server identifies as US, unless you have opted out or use Global Privacy Control or Do Not Track. Elsewhere, or if location is unknown, it requires acceptance. You can turn it off at any time in Cookie & privacy choices. Separate server purchase reporting still requires your affirmative acceptance. 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 or call (641) 500-6076 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. Google Ads browser measurement uses advertising cookies and is on by default for visits our server identifies as US, subject to saved opt-outs and Global Privacy Control or Do Not Track. Outside the US or when location is unknown, it stays off until accepted. Manage it separately from store product-interest counts in Cookie & privacy choices. The US default is not recorded as consent and does not enable our separate server purchase reporting. Personalized advertising, enhanced conversions and Google Analytics are not enabled. 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.

How do I track my order from another device? Open Track your order and choose the email-link option. Enter your order reference and the email used at checkout. If they match a confirmed order, we send a secure link to that email. Tracking updates appear when shipment details are recorded.