Where do you ship?
We ship within the United States only. Standard shipping is free.
How long will my order take?
Processing takes 1–3 business days, followed by 4–7 business days in transit. Total estimated delivery is 5–10 business days. Business days are Monday–Friday, excluding public holidays.
What is the order cutoff?
The cutoff is 3:00 PM Eastern Time in New York, Monday–Friday. Orders placed after cutoff, on weekends or holidays begin processing the next business day.
Which carriers do you use?
We use USPS, UPS or FedEx, depending on shipment and destination.
How do I track my order?
Tracking information is emailed after dispatch. Allow up to 48 hours for the first carrier scan. Contact us with your order number if you need help.
Can I return an item?
You can request a return within 30 days of delivery. Email support@brooklynpets.shop with your order number and return reason for instructions.
Who pays return shipping?
Customers pay change-of-mind return shipping. Brooklyn Pets pays return shipping for damaged or incorrect products.
Do you accept exchanges?
Yes. Contact us with your order number and requested exchange so we can provide instructions and confirm replacement availability.
When will I receive a refund?
Approved refunds are processed within 10 business days after the returned item is received and approved. Your payment provider may need additional time to post the credit.
How can I pay?
Prices are in USD. Available payment methods appear at checkout. See our Payment Policy for details.
How do I choose the right size?
Check the dimensions, intended use and any sizing guidance on the individual product page. Measure your pet and the intended space before ordering. Contact us if information is unclear.
How can I contact you?
Email support@brooklynpets.shop or call +1 212-306-0161. Business hours are Monday–Friday, 10:00 AM–5:00 PM Eastern Time (New York).
Read our Shipping Policy, Return & Refund Policy and Payment Policy for more information.