Shipping
How long will my order take?
3–5 business days to process, then 8–12 business days in transit — about 11–17 business days in total. These are business days, not calendar days.
Where do you ship from?
From our supplier's warehouse in China, direct to your address in the United States. We do not ship from a US warehouse.
What does shipping cost?
A flat $7.95 per order, and free on orders of $60 or more after any discount is applied. Large items such as crates, cat trees and dog houses ship at the same flat rate.
Do you ship to Alaska, Hawaii, or APO addresses?
Not at the moment. We deliver to the 48 contiguous states and Washington, D.C. only. Alaska, Hawaii, Puerto Rico, other US territories, and APO/FPO/DPO addresses are excluded.
Can you deliver to a P.O. Box?
Yes. Orders going to a P.O. Box are shipped by USPS, since FedEx does not deliver to P.O. Boxes.
Will I be charged customs or import duties on delivery?
No. If any import duty is due on your order, we pay it. You will not be asked for any customs, duty, or clearance fee when the parcel arrives.
Is sales tax included in the price?
No. Where sales tax applies to your address it is calculated at checkout and shown before you pay.
What is your cut-off time?
2:00 PM Pacific Time, Monday through Friday.
Choosing the right size
How do I pick a size for my dog or cat?
Every product page lists the sizes and dimensions actually available for that item. For beds and crates, measure your pet from nose to the base of the tail and add a few inches. For harnesses, collars and apparel, measure the neck and the widest part of the chest.
What if the size is wrong?
Email us within 30 days of delivery and we will send a prepaid label and exchange for another size, subject to availability.
Food, treats and supplements
Do you sell prescription food or medication?
No. We do not sell items that need a veterinarian's prescription.
Can a supplement treat my pet's condition?
Supplements are not medicines and are not meant to diagnose, treat or cure any condition. Ask your vet before starting one, especially if your pet takes medication.
Returns and refunds
How long do I have to return?
30 days from the date you receive the order.
Do I pay for return shipping?
No. We email you a prepaid return label and there is no restocking fee. The original $7.95 outbound shipping charge is not refunded on change-of-mind returns.
What condition do items need to be in?
Unused, in the original packaging, with any parts and accessories that came with them. Food, treats, supplements, litter and grooming liquids can be returned only unopened with the seal intact.
When will I get my money back?
Within 5–7 business days of the return reaching the returns center, plus 3–10 business days for your bank to post the credit.
Can I cancel an order?
Yes, within 24 hours of placing it.
Orders and payment
What payment methods do you take?
The card types and wallets shown at checkout are the ones we accept. See our Payment Policy.
Is my card safe?
We never see or store your full card number. Payment details go directly to our payment processor.
Why don't you show any reviews?
Because we do not have real ones yet. We would rather show nothing than publish reviews we did not earn.
Contact
How do I reach a person?
Email support@xmastraditions.com — we reply within 24 hours — or call +1 323-283-4525.