Help Center
Frequently Asked Questions
Everything you need to know about orders, shipping, and returns.
- How long will my order take to arrive?
- Most orders arrive within 2–5 business days from the date they ship. Add 1–2 business days for processing, and your total window is 2–7 business days from when you place the order. We ship from US warehouses, so there's no overseas transit time.
- Do you ship internationally?
- Not at this time. We ship to all 50 US states, including Alaska and Hawaii, but we don't offer international shipping yet.
- My tracking says delivered but I don't have my package. What do I do?
- First, check around your delivery area — carriers sometimes leave packages at a side door, with a neighbor, or in a common area if you live in an apartment building. If it's genuinely not there, contact us within 5 days of the marked delivery date and we'll investigate with the carrier and make it right.
- Can I return a product if my pet doesn't like it?
- Yes. If your dog ignores the cooling mat or your cat won't touch the toy within 30 days of delivery, contact us and we'll work out a return or exchange. Items need to be in usable condition — we just ask that you actually tried it first.
- Are your products safe for pets?
- Yes. Every product we sell uses pet-safe materials — food-grade silicone where applicable, non-toxic components, and no materials that pose ingestion hazards during normal use. That said, no toy or product is indestructible. Always supervise your pet during initial use and remove any product that becomes significantly worn or damaged.
- I ordered the wrong size. Can I exchange it?
- Yes. Contact us at support@wagmello.com with your order number and the size you need. We'll start the exchange process. Return shipping for size exchanges is the customer's responsibility unless the product listing contained incorrect size information.
- Do you offer a discount for buying multiple products?
- We offer free standard shipping on all orders $35 and over, which is the most straightforward way to save if you're buying more than one item. Check our site for any active bundle deals or promotions — we run them periodically.
- How do I contact customer support?
- Email us at support@wagmello.com or use the contact form on our site. We respond to all inquiries within 1–2 business days. We don't have a phone line, but email support is monitored every day including weekends.
Still have a question?
Our support team replies within 1–2 business days, including weekends.
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