Frequently Asked Questions

Shipping & Delivery

Is shipping free?

Yes. Shipping is free on every US order, with no minimum spend.

Where do you ship?

We ship to addresses within the United States. We can't currently deliver to P.O. boxes, APO/FPO addresses, or international destinations.

How long does delivery take?

Orders are processed within 1–2 business days. Transit typically takes 6–12 business days after dispatch, for an estimated total of 7–14 business days. You'll receive a tracking email as soon as your order ships.

How do I track my order?

Once your order ships, you'll get an email with your tracking number. You can also use our Track Your Order page at any time.

My estimated delivery date has passed. Where is my order?

Check your tracking link first. If there's no movement, email support@hoofti.com with your order number and we'll look into it. If a package is confirmed lost, we'll send a replacement or issue a full refund.

Returns & Refunds

What is your return policy?

You can request a return within 30 days of delivery. Items must be unused, in the condition you received them, and in their original packaging. See our Refund Policy for full details.

How do I start a return?

Email support@hoofti.com with your order number and the reason for your return. Once your return is approved, we'll email you the return instructions. Please don't send items back before you hear from us.

What if my item arrives damaged or incorrect?

Contact us within 48 hours of delivery at support@hoofti.com with your order number and photos of the issue. We'll arrange a replacement or a full refund at no cost to you.

Who pays for return shipping?

If your item arrived damaged, defective, or incorrect, we cover return shipping. If you've changed your mind or ordered the wrong item, return shipping is your responsibility.

How long does a refund take?

Once we receive and inspect your return, your refund is issued to your original payment method within 7 business days. Your bank may take a few extra days to show the credit.

Do you charge a restocking fee?

No. We never charge restocking fees.

Products

How do I choose the right size?

Each product page lists the available sizes and measurements. Measure your pet (or your crate, car seat, or sofa) and compare before ordering. If you're between sizes or unsure, email support@hoofti.com and we'll help you choose.

How do I care for my product?

Care instructions are included on each product page and with your item. Many of our beds, mats, and blankets have removable, machine-washable covers.

Payments & Security

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay. All orders are charged in US Dollars (USD).

Is my payment information safe?

Yes. All transactions are SSL-encrypted and processed by PCI DSS–compliant payment providers. We never store your full card details.

Contact Us

How do I reach customer service?

Email support@hoofti.com or call +1 (971) 358-6053. Our hours are Monday–Friday 9:00 AM–5:00 PM PT and Saturday 10:00 AM–2:00 PM PT. We reply to all emails within 1–2 business days.

Hoofti, 3510 NE Columbia Blvd, Portland, OR 97211, United States