We're Here Whenever You Need Us
Real humans, US business hours, and a 24-hour reply promise — order help, sizing advice, wholesale, or press. Pick the channel that suits you below.
Customer Care
Order changes, sizing, returns & everything in-between.
[email protected] Reply within 24h · Mon–FriWholesale & Retailers
Boutiques, vet clinics & pet stores — request our line sheet.
[email protected] B2B · US distributionPress & Partnerships
Editorial features, founder interviews & sample requests.
[email protected] Hi-res assets on requestSend a message
Tell us a little about your order or question. The more detail you share, the faster we can help — your order number is the magic key for anything shipping-related.
Reply Time
Within 24 hours, every business day
Returns
14 days, free US return labels
Shipping
Free over $69 (flat $8.99 below)
Support
Real humans · never outsourced
Discover the Pet Pouchy collection
Boutique carriers, oversized memory-foam beds, enrichment toys, and travel-ready collars & leashes — hand-finished and loved by pets across the US.
Shop the Full Range
Before you write — a few common questions
You might find what you need here in 10 seconds. If not, we're one email away.
How quickly will I hear back?
Within one US business day (Mon–Fri, 9 AM – 5 PM PT). Most replies actually go out within a few hours. Messages over weekends & US federal holidays are answered the next business day.
Where is my order?
Sign in to My Account → Orders for live tracking, or check the latest shipping email we sent. For deeper status questions, see the tracking section of our shipping policy.
Can I change or cancel my order?
If your order hasn't entered the picking queue (typically within 60 minutes of checkout), email [email protected] with the subject "URGENT — change order #" and we'll do our best. After it ships, please use our 14-day return process.
How do I become a Pet Pouchy retailer?
Email [email protected] with your store name, location, instagram (if any), and the categories you'd like to carry. We'll send our line sheet, MOQs, and lead times. Most accounts are approved within 3–5 business days.
Do you collaborate with creators?
Yes — we love working with US-based creators in pet, lifestyle, and home niches. Send your media kit and a few links to [email protected] with "Collab" in the subject.
Is my information safe?
Yes. We never sell or share your details. The data you submit through this form is used solely to reply to you. Read the full privacy policy for the details.
When you'll hear back, by the type of question
All times below are measured against US business hours (Mon–Fri, 9 a.m.–5 p.m. PST). Weekend messages go into the same queue first thing Monday — usually answered before lunch.
Order & shipping
Within 4 business hours
Tracking, address changes, missing-item reports. Have your order # handy and we can usually resolve in one reply.
Returns & refunds
Within 24 hours
A team lead reviews every refund manually so we can spot patterns. Refunds post 3–5 business days after the item arrives.
Product & sizing help
Within 1 business day
Send a photo + your pet's three measurements (length, shoulder height, weight) for the fastest sizing recommendation.
Wholesale & B2B
Within 3 business days
Independent boutiques and gift-shop buyers — please include your shop name, location, Instagram, and tax ID.
Press & media
Within 2 business days
For high-res images, founder quotes, or sample loans, please include your outlet, deadline, and angle. We try to keep a 24-hour press kit on file.
Lost & damaged
Same business day
If a package shows delivered but is missing, or arrives damaged, send a photo + order # and we'll either replace or refund — your choice.
Outside US business hours? Email still works — most weekend messages are answered first thing Monday morning. For order emergencies, mark the subject line URGENT and we'll triage as soon as the queue opens.