How can we help?

We ship to Japan, Canada, the United States, the United Kingdom, and all 27 European Union countries. Alaska, Hawaii and P.O. Boxes are excluded. See the country list in our shipping information.

Orders normally dispatch within 3–5 business days after payment. Estimated delivery is 7–15 calendar days from placing your order to receiving it, including processing and shipping. See our shipping information.

Standard shipping is $5 USD for orders below $39 USD and free for orders of $39 USD or more. This applies to all supported destinations and all products, including large items.

Contact us as soon as possible. For routine changes or cancellations, contact us within 2 days after payment. This does not limit statutory cancellation or withdrawal rights. Include your order number and the change you need.

Use the tracking information emailed after dispatch, or visit Track your order.

Contact support@averrapets.com within 30 days of delivery. Wait for return instructions and the applicable address before sending the item back. Read the eligibility conditions.

Clearance items are not eligible for change-of-mind returns under our voluntary 30-day return policy. This exclusion does not limit mandatory rights relating to faulty, damaged, incorrect or misdescribed goods, or any applicable statutory withdrawal right. Read our Returns & Refunds policy for details.

Email your order number, a description of the problem, and photos of both the item and packaging. Our team will review the issue and provide the next steps.

Compare measurements rather than relying only on Small, Medium or Large. Start with our selection guides or contact us with the exact product option.

Use Share your experience to send your feedback to our team. Please include the product name and your order number if available.

Buyers pay return shipping for ordinary returns. AverraPets pays return shipping for product quality issues. We do not charge a restocking fee. Original shipping charges are not refunded for ordinary returns under our voluntary 30-day policy, and are refunded for product quality issues. For an applicable EU or UK statutory withdrawal, we also refund standard outbound delivery charges.

Refunds are reviewed within 3–5 business days. Once approved, we initiate the refund to your original payment method within 3 business days. Applicable statutory refund deadlines take priority. Your bank or payment provider determines when it appears in your account. Read the Returns & Refunds policy.