FAQ

We made this shop for people who adopt senior, injured, disabled and special-needs dogs and cats. Here are answers to the questions we hear most. If yours isn't here, just email us. We're happy to help.

Choosing products

Which products are best for my older or less mobile pet?

A good place to start is our Mobility & Comfort collection: grip socks for slippery floors, a rear-leg lift sling for stairs and car steps, and a self-warming mat for cozy naps. For cats, our low-entry litter box is easy to step into.

My pet is taking it easy for a while. What can help?

Our Rest & Recovery collection has recovery bodysuits, washable belly bands and quiet pastimes like lick mats. Please follow your vet's guidance on what's right for your pet, including whether a recovery suit can be used instead of a cone.

We just adopted. Where should we start?

Our Welcome Home Kit (lick mat, gentle grooming glove and grip socks) is a lovely first step. Introduce one new thing at a time, with lots of treats and patience.

Are your products medical devices?

No. Our products are everyday comfort accessories. They aren't meant to diagnose, treat or replace care from your vet. For anything to do with your pet's health, recovery or activity limits, please follow your vet's guidance.

Shipping

Where do you ship?

We currently ship to the United States and Colombia, with more countries coming soon.

How long will my order take?

Orders are usually processed within 1–3 business days. After that, estimated delivery times are:

United States: delivery usually takes about 2–3 weeks
Colombia: 10–20 business days

These are estimates, not a guarantee; delivery can take longer during peak season (Black Friday to New Year) or because of carrier delays.

Do you offer free shipping?

Yes. Shipping is free on every order to the United States and Colombia, with no minimum.

Order tracking

How do I track my order?

As soon as your order ships, we email you a tracking number and link. Tracking can take a few days to show updates while your parcel moves between carriers. Your items may arrive in separate parcels if they ship from different locations.

Import duties

Will I have to pay import fees?

United States: Under current US import rules, low-value parcels no longer automatically qualify for a duty exemption, so some US orders may be subject to import duties or fees. Any such charges depend on US customs rules and are not set by us.

Colombia: Orders shipped to Colombia may be subject to import duties or taxes under Colombian rules. Any such charges are set by local authorities, not by us.

Returns and refunds

What is your return policy?

You can return unused items in their original condition within 30 days of delivery. Return shipping is paid by the customer. Once we receive and check the returned item, we refund you to your original payment method. Import duties, taxes and fees are not refundable.

What if my item arrives damaged or defective?

Email us a photo of the item within 7 days of delivery and we will send you a free replacement.

How do I start a return?

Email us at pinedamiguel038@gmail.com with your order number and the reason for the return. We reply within 1–2 business days.

Sizing

How do I choose the right size?

Every product page has its own sizing guide. In general:

Lift slings and belly bands: measure around the waist, just in front of the back legs, and check your pet's weight.
Recovery bodysuits: measure chest girth (widest part, behind the front legs) and back length.
Collars and harnesses: measure around the neck where a collar sits, and around the chest just behind the front legs for a harness.
Grip socks: trace a front paw on paper and measure its width.

Use a soft tape measure. If your pet is between sizes, choose the larger size, or email us with the measurements and we'll help you pick.

Product safety

How should I use your products safely?

Always supervise your pet when using lick mats, feeders, toys and accessories, especially the first few times.
Check the fit of slings, socks, collars, suits and belly bands every day, and look at the skin underneath.
Socks and belly bands are for indoor use and should come off for regular breaks.
Lift gently with a sling and let your pet do as much of the walking as they can.
Check items regularly and remove anything that is torn, chewed or damaged.
Remove any item if your pet seems uncomfortable, and follow your vet's guidance if your pet has an injury or health condition.

What are your products made of?

Each product page lists its main materials. Our lick mats and many feeding accessories are made of flexible silicone, which is easy to wash. If you have questions about a specific material, contact us before ordering.