Last Updated: November 7, 2026
Welcome to the ShaggySwag FAQ page. Here you can find answers to common questions about our pet product selection, online ordering, United States shipping, payments, returns, refunds, and customer support.
If you need additional assistance, please contact us at:
Email: support@shaggyswag.us
About ShaggySwag
Q. What is ShaggySwag?
A. ShaggySwag is an online pet store based in Brooklyn, New York, United States. Our store offers a selection of pet products for everyday use, play, feeding, comfort, and accessories.
Our product selection may include:
-
Dog toys and interactive products
-
Cat toys and activity products
-
Pet feeding products
-
Pet accessories
-
Cat furniture and resting products
-
Other pet-related products as our range develops
Product availability may change over time.
Q. Where is your business located?
A. Our business address is:
ShaggySwag
240 Kent Avenue KB27
Brooklyn, NY 11249
United States
Q. How can I contact ShaggySwag?
A. You can contact us using the following information:
Email: support@shaggyswag.us
Telephone: +1 631 213 7176
We aim to respond to customer inquiries as promptly as reasonably possible.
Online Orders
Q. How do I place an online order?
A. Browse the products available on our website, select any required options, add the products to your cart, and proceed through checkout.
Before completing your purchase, please review:
-
Product information
-
Selected options
-
Delivery address
-
Order quantity
-
Shipping charges
-
Order total
Q. Will I receive an order confirmation?
A. After successfully submitting an order, you may receive an order confirmation email at the email address provided during checkout.
If you do not receive the email, please check your spam or junk folder and contact us if you need assistance.
Q. Can I purchase multiple products in one order?
A. You may purchase multiple available products in a single order, subject to stock availability and any applicable quantity restrictions.
Q. Can I modify my order after placing it?
A. Please contact us as soon as possible if you need to make a change.
We will try to assist, but order changes cannot be guaranteed after processing, packing, or shipment has started.
Q. Can I cancel my order?
A. Please contact us as soon as possible if you wish to cancel an order.
Cancellation is normally possible only before the order enters processing or shipment.
Once an order has been processed or shipped, cancellation may no longer be possible through our order processing system. After delivery, an eligible product may be returned according to our Return & Refund Policy.
Q. What is your daily order cut-off time?
A. Our daily online order cut-off time is:
5:00 PM Eastern Time (ET)
Orders placed at or after the cut-off time will normally begin processing on the next business day.
Shipping and Delivery
Q. Where do you deliver?
A. We currently ship to eligible delivery addresses within the United States only.
International shipping is not currently available.
Q. How long does delivery take?
A. Our estimated delivery timeframe is:
-
Processing Time: 1–2 business days
-
Transit Time: 5–8 business days
-
Estimated Total Delivery Time: 6–10 business days
Business days are Monday through Friday, excluding applicable United States federal holidays.
Delivery estimates may be affected by carrier operations, weather, public holidays, seasonal demand, or other circumstances outside our reasonable control.
Q. How much does shipping cost?
A. Our Standard Shipping rates are:
-
Orders of $250.00 USD or more: Free Standard Shipping
-
Orders below $250.00 USD: $10.00 Flat Rate Standard Shipping
The applicable shipping cost will be displayed during checkout before you complete your purchase.
Q. Will I receive tracking information?
A. Tracking information may be provided where supported by the shipping carrier or delivery service used for your order.
Tracking information may take some time to become active after the shipment has been dispatched.
Q. Can I change my delivery address?
A. Contact us as soon as possible if you need to correct or change your shipping address.
We may not be able to change or redirect a shipment once processing, packing, or dispatch has started.
Q. What happens if I provide an incorrect delivery address?
A. Customers are responsible for entering accurate and complete shipping information during checkout.
An incorrect or incomplete address may result in:
-
Delivery delays
-
Failed delivery attempts
-
The shipment being returned
-
Additional shipping charges if the order must be resent, where applicable
Please review your shipping address carefully before submitting your order.
Q. What should I do if tracking shows delivered but I cannot find my package?
A. We recommend:
-
Checking around the delivery location
-
Checking any designated delivery area
-
Asking household members
-
Checking with nearby neighbors where appropriate
-
Looking for a carrier delivery notice
-
Contacting the carrier using your tracking information
If the package still cannot be located, please contact us with your order number and tracking information.
Q. What should I do if my package arrives damaged?
A. Contact us as soon as possible and provide:
-
Your order number
-
A description of the damage
-
Clear photographs of the product, where applicable
-
Photographs of the packaging, where applicable
-
A photograph of the delivery label, where available
Please keep the product and packaging until we have reviewed the issue and provided instructions.
Products
Q. What products are available at ShaggySwag?
A. Our online store offers a selection of pet products. Depending on availability, our collection may include toys, feeding products, interactive products, pet accessories, and cat furniture.
Our product selection may change or expand over time.
Please visit the relevant product pages for currently available items.
Q. How do I choose a suitable product for my pet?
A. When selecting a pet product, consider:
-
Pet type
-
Age
-
Size and weight
-
Activity level
-
Chewing behavior
-
Intended use
-
Individual habits and preferences
Please review the product description, specifications, and any relevant care or use information before purchasing.
Q. Should I supervise my pet when using toys?
A. Supervision may be appropriate when pets use toys or other products, depending on the product and the pet's behavior.
Inspect pet products regularly and remove any item that becomes damaged, broken, or unsuitable for continued use.
Q. Are product dimensions and materials provided?
A. Individual product pages may provide information such as:
-
Dimensions
-
Materials
-
Color
-
Design
-
Features
-
Intended use
-
Care instructions
Please review all available product information before placing your order.
Q. Will the product look exactly like the photographs?
A. We make reasonable efforts to display product images accurately.
However, the appearance of a product may vary slightly because of:
-
Photography
-
Lighting
-
Screen settings
-
Device display settings
-
Minor manufacturing variations
Product images are provided to help customers understand the product's appearance.
Payments
Q. What currency is used on your website?
A. Unless otherwise stated, prices are displayed and charged in:
United States Dollars (USD/$)
Q. Which payment methods do you accept?
A. The payment methods available for your order will be displayed during checkout.
Available methods may vary depending on the payment provider, transaction eligibility, and checkout availability.
Please rely on the payment options displayed at checkout for the most current information.
Q. How are online payments handled?
A. Payments are handled through the payment processing services available during checkout.
Please do not send complete payment card numbers, security codes, passwords, or other sensitive payment credentials through email.
For additional information, please review our Payment Policy and Privacy Policy.
Q. What should I do if my payment is declined?
A. Please:
-
Confirm your payment details are correct
-
Check that your billing address matches your payment account
-
Confirm sufficient funds or available credit
-
Contact your bank or card provider
-
Try another available payment option
Your order may not be processed until payment has been successfully authorized.
Returns and Refunds
Q. What is your return period?
A. Eligible products may normally be returned within 30 calendar days from the delivery date.
Please contact us before returning a product and within the applicable return period.
Q. How do I request a return?
A. Email:
Please provide:
-
Your order number
-
The product you wish to return
-
The reason for the return
-
Photographs if the product arrived damaged, faulty, or incorrect, where applicable
Return instructions will be provided after your request has been reviewed.
Please do not send a return before receiving return instructions.
Q. Can I return a used pet product?
A. Products showing signs of pet use may not qualify for a change-of-mind return.
This can include products showing:
-
Chewing or bite marks
-
Scratches
-
Stains
-
Pet hair or saliva
-
Washing or alterations
-
Damage
-
Other signs of use
This does not limit any applicable consumer rights relating to products that arrive damaged, defective, incorrect, or materially different from their description.
Q. Who pays for return shipping?
A. For an eligible change-of-mind return, the customer is generally responsible for return shipping costs.
If we confirm that a product arrived damaged, defective, faulty, or incorrectly supplied, ShaggySwag will cover reasonable return shipping costs where applicable.
Q. Do you charge a restocking fee?
A. No. We do not charge a restocking fee.
Restocking Fee: 0%
Change-of-mind returns must still meet the applicable return conditions.
Q. How long does a refund take?
A. Once an eligible returned product has been received, inspected, and approved, refunds are normally processed within 14 business days, or sooner where required by applicable law.
Approved refunds are normally issued to the original payment method.
Your bank, card issuer, or payment provider may require additional time before the refunded amount appears in your account.
Q. Do you offer exchanges?
A. Where stock is available, an exchange may be offered for products that:
-
Arrived damaged
-
Are defective
-
Were supplied incorrectly
Please contact customer support before returning an item for an exchange.
Q. Will my original shipping charge be refunded?
A. This depends on the reason for the return and any applicable consumer rights.
Original shipping charges may not be refundable for a voluntary change-of-mind return unless otherwise required by applicable law.
Please review our Return & Refund Policy for complete details.
Customer Support
Q. What information should I provide when contacting customer support?
A. To help us review your inquiry, please provide:
-
Your order number, where applicable
-
Product name
-
A clear description of your question or issue
-
Relevant photographs where appropriate
Providing complete information may help us respond more efficiently.
Q. How quickly will I receive a response?
A. We aim to respond to customer inquiries as soon as reasonably possible.
Response times may vary during weekends, public holidays, and periods of high inquiry volume.
For assistance, please contact support@shaggyswag.us.
Contact Information
Business Name: ShaggySwag
Email: support@shaggyswag.us
Telephone: +1 631 213 7176
Business Address: 240 Kent Avenue KB27, Brooklyn, NY 11249, United States
Online Order Cut-Off Time: 5:00 PM Eastern Time (ET)