Frequently Asked Questions
Shipping & Delivery
How long will my order take?
Orders are processed in 1 to 3 business days. After that, allow 7 to 20 business days for delivery within the United States, and 10 to 25 business days internationally. Full details are in our Shipping Policy.
Why does shipping take longer than Amazon?
We ship directly from our fulfilment partners rather than holding stock in a domestic warehouse. That is what keeps our prices down. We would rather be upfront about the trade-off than hide it.
How do I track my order?
You will get a tracking number by email once your order ships. It can take 3 to 5 business days for the first scan to appear — that is normal and does not mean your parcel is lost.
My order arrived in separate packages. Is that a mistake?
No. Orders with multiple items often ship separately and arrive on different days, at no extra cost to you. Each parcel has its own tracking number.
Will I pay customs or import fees?
Orders shipped outside the United States may attract import duties or taxes set by your country. These are the customer's responsibility and are not included in the price at checkout.
Returns & Refunds
What is your return window?
30 days from delivery, for unused items in original packaging. Start a return by emailing anafloridausa@gmail.com — please do not ship anything back before contacting us.
My item arrived damaged or wrong.
Contact us within 7 days of delivery with photos. We cover return shipping and you choose: free replacement or full refund.
Can I cancel an order?
Yes, within 12 hours of purchase, as long as it has not shipped yet.
How long do refunds take?
Approved refunds are issued to your original payment method within 10 business days of us receiving the return. Your bank may take a few extra days to post it.
Products
Does the AirTag collar include an AirTag?
No. The collar includes the waterproof holder case only. You supply your own Apple AirTag. This keeps the price much lower than bundled alternatives.
How do I choose the right size?
Measure your pet before ordering and check the size chart on the product page. Measurements are approximate, so if your pet is between sizes we generally suggest sizing up.
How often should I replace the water fountain filter?
It depends on how many pets use it and how heavily. Replacement filters and spare pumps are sold as separate options on the fountain's product page.
Are the cooling mats safe if my pet chews them?
Cooling mats are not chew toys. Always supervise your pet, and stop using any mat that has been punctured or damaged.
Do the electric toys need batteries?
Charging and battery details are listed on each product page. Always supervise play with electric toys and remove them when your pet is unattended.
Still stuck?
Email anafloridausa@gmail.com with your order number and we will get back to you within two business days.