Shipping policy

Shipping Policy

Last updated: July 30, 2026

This policy applies to purchases made through My BFF Pets, operated by GAIA, LLC.

United States Shipping

We offer free standard shipping on eligible orders delivered to the 50 United States and Washington, DC. No minimum purchase is required unless a specific product page or promotion clearly states otherwise.

Expedited shipping, when available, is charged separately and displayed at checkout. Shipping to U.S. territories, APO/FPO/DPO addresses, and certain remote locations may require a separate rate or may not be available for every product.

International Shipping

We ship internationally to countries and regions that are available in our checkout and supported by our payment providers, fulfillment partners, and carriers.

International shipping is not free. Rates are calculated by package weight and displayed at checkout before you pay. If a country or shipping method does not appear at checkout, we are unable to accept delivery to that destination at that time.

Very heavy items are available for delivery within the United States only, because international carriage on those products costs more than the product itself. Where that applies, no international rate will appear at checkout.

Electrical Products — Please Read

Anything that plugs in or charges is supplied with a US standard plug or a universal USB connector. We do not stock other regional plug types. If you are ordering from outside the United States you may need your own travel adapter, and it is your responsibility to check that your local voltage is compatible.

Most of our range — beds, carriers, bowls, collars, leashes, grooming tools, cooling mats and toys — uses no electricity at all and works anywhere in the world.

Order Processing

Orders are processed on business days. Processing times can vary depending on product availability, fulfillment location, order volume, destination, and carrier operations.

Some products are fulfilled by third-party fulfillment partners. Products from the same order may ship from different locations and arrive in separate packages, at no extra cost to you. Separate tracking numbers may be issued.

Estimated Delivery Times

Any processing or delivery window shown on a product page, at checkout, or in an order confirmation is an estimate and not a guaranteed delivery date. Carrier, customs, weather, holiday, transportation, security, and other events outside our reasonable control can affect delivery.

We maintain a reasonable basis for any shipping estimate we publish. If we learn that we cannot ship within the time originally stated, or within the period required by applicable law when no time was stated, we will notify you and provide the option to accept the delay or cancel the unshipped item for a refund.

Tracking

Tracking information is sent by email when it becomes available from the carrier or fulfillment partner. Tracking activity may take time to appear after a shipping label is created. This is normal and does not mean your parcel is lost.

Customers are responsible for monitoring tracking information and providing a secure delivery location.

Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, value-added tax, brokerage fees, handling charges, or other charges imposed by the destination country or carrier.

Unless checkout expressly states that these charges are included, they are not included in the product price or international shipping charge and are the responsibility of the recipient. We do not control these charges and cannot predict their amount.

Refusing a shipment because of customs charges does not automatically qualify the order for a full refund. Any return, customs, brokerage, disposal, or additional shipping costs may be deducted from an available refund to the extent permitted by law.

Address Accuracy and Changes

Customers are responsible for providing a complete and accurate shipping address. Contact us as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed after an order enters processing or fulfillment.

Additional shipping charges may apply when a package must be redirected or reshipped because of an incorrect or incomplete address.

Lost, Missing, or Delivered Packages

If tracking shows a package as delivered but it cannot be located, please verify the delivery address; check with household members, neighbors, reception, mailroom, and common delivery areas; allow up to two business days for a delayed carrier scan; contact the carrier directly; and contact us if the package remains missing.

Resolution depends on carrier findings, tracking information, delivery confirmation, and applicable law.

Damaged Packages or Incorrect Items

Please inspect your order promptly after delivery. For a damaged package, damaged or defective product, or incorrect item, contact us within 7 days of delivery with your order number, a description of the issue, clear photographs of the product, and photographs of the packaging, shipping label, and damage where applicable.

Do not discard the product or packaging until the claim has been reviewed.

Undeliverable or Refused Packages

If a shipment is returned because it was refused, unclaimed, undeliverable, or addressed incorrectly, any available refund may be reduced by original shipping, return shipping, customs, brokerage, or carrier charges to the extent permitted by law.