Order Processing

• Processing time: 1–2 business days (Mon–Fri, excluding holidays).
• Orders placed after 12pm local warehouse time begin processing the next business day.
• You’ll receive an email with tracking as soon as your order ships.

International Shipping

• International duties, taxes, and brokerage fees (if any) are the recipient’s responsibility.
• Some products may be unavailable in certain regions due to customs or carrier restrictions.

Address Changes & Order Edits

• If you need to update your shipping address or cancel an order, contact us immediately.
• Once an order has been packed or shipped, we’re unable to guarantee changes.

Reach us at support@droakleypet.com with your order number and the requested change.

Lost, Delayed, or Stolen Packages

• If tracking shows “delivered” but you don’t have the package, allow 24–48 hours and check with neighbors or building staff.
• Still missing? Email support@droakleypet.com and we’ll help file a carrier trace.
• Packages marked delivered to the correct address may qualify for a replacement at our discretion.

Returns & Exchanges

• Return window: 30 days from delivery for most items.
• Items must be unused, in original packaging, and include all components.
• For hygiene & safety, opened consumables may be ineligible unless defective.
• Exchanges are processed as a return + new order, or via instant exchange when available.

Start a return: email support@droakleypet.com and include your order number.

Refunds

• After your return is received and inspected, refunds typically post to your original payment method within 5–10 business days.
• Original shipping charges are non-refundable unless the return is due to our error or a confirmed defect.

Damaged or Defective Items

If your order arrives damaged or you experience a product issue, contact us within 7 days of delivery with photos and your order number so we can make it right: support@droakleypet.com.

Frequently Asked Questions

How do I start a return?

Email support@droakleypet.com with your order number. We’ll generate a prepaid label when eligible and share next steps.

Are return labels free?

Prepaid return labels may be deducted from your refund unless the return is due to a Dr. Oakley error or a confirmed defect.

Can I change or cancel my order?

Orders move to fulfillment quickly—email support@droakleypet.com right away. If it has shipped, we can help with a return or exchange once delivered.

Do you ship internationally?

Yes. Duties and taxes may apply and are the recipient’s responsibility. Some items may be restricted in certain regions.

What if my tracking hasn’t updated?

Carrier scans can be delayed during peak periods. If no updates appear after 3 business days, contact support@droakleypet.com and we’ll investigate with the carrier.

What if my package is marked delivered but missing?

Wait 24–48 hours and check with neighbors or building staff. Still missing? Email support@droakleypet.com and we’ll help file a carrier trace or arrange a replacement when eligible.