Frequently Asked Questions (FAQ)

🐾 Frequently Asked Questions

Have a question? We've got you covered! Browse our most commonly asked questions below.

đŸ“Ļ Orders & Shipping

How long does shipping take?

Most orders are processed within 1–2 business days. Standard shipping typically takes 5–10 business days depending on your location. Expedited options are available at checkout.

Do you ship internationally?

Yes! We ship to most countries worldwide. International shipping times vary by destination, typically 10–20 business days. Any applicable customs duties or taxes are the responsibility of the buyer.

How can I track my order?

Once your order ships, you'll receive a confirmation email with a tracking number. You can use this to track your package in real time.

Can I change or cancel my order?

Orders can be modified or cancelled within 24 hours of placement. Please contact us as soon as possible at our support email if you need to make changes.

↩ī¸ Returns & Refunds

What is your return policy?

We offer a 30-day return policy. If you're not completely satisfied with your purchase, you may return unused items in their original packaging within 30 days of delivery for a full refund or exchange.

What if my item arrived damaged?

We're sorry to hear that! Please contact us within 7 days of receiving your order with a photo of the damaged item and we'll send a replacement or issue a full refund right away.

Who pays for return shipping?

If the return is due to a defect or our error, we cover return shipping. For change-of-mind returns, the customer is responsible for return shipping costs.

🧸 Product Questions

Are your pet toys safe for my pet?

Absolutely. All our toys are made from non-toxic, pet-safe materials including natural cotton rope, food-grade ABS plastic, and BPA-free components. Each product is designed with your pet's safety in mind.

Are the catnip products safe for cats?

Yes! We use 100% natural dried catnip (Nepeta cataria) in our catnip-infused products. Catnip is completely safe and non-addictive for cats. It produces a temporary euphoric response in most cats (approximately 50–70% of cats respond to catnip) followed by a calm, relaxed state. We recommend supervising your cat during play.

What age/size pets are your toys suitable for?

Our product listings include specific size and age recommendations. As a general guide:

  • Cat toys: Suitable for kittens 8 weeks and older and adult cats of all breeds
  • Small dog toys: Suitable for dogs under 10 kg
  • Medium dog toys: Suitable for dogs 10–25 kg
  • Large dog toys: Suitable for dogs over 25 kg

How do I clean the toys?

Cleaning instructions vary by product:

  • Cotton rope toys: Hand wash in warm water and air dry
  • Plastic toys: Wipe clean with a damp cloth
  • Plush/fabric toys: Surface clean only — do not machine wash
  • Snuffle mats: Machine washable on gentle cycle, air dry recommended

How long will the catnip scent last?

The catnip scent typically lasts 2–4 weeks with regular play. To preserve freshness, store catnip toys in a sealed zip-lock bag when not in use. The scent can be refreshed by gently rubbing the toy to release more of the natural oils.

My pet destroyed the toy quickly — is this normal?

Some pets are more enthusiastic chewers than others! We recommend choosing toys rated for your pet's chewing strength. Always supervise play and replace toys that show significant wear, fraying, or damage to ensure your pet's safety.

đŸ’ŗ Payment & Security

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?

Yes. Our store uses SSL encryption and is powered by Shopify, one of the world's most trusted e-commerce platforms. Your payment information is never stored on our servers.

đŸ“Ŧ Contact Us

Still have questions? We'd love to help! Reach out to our friendly support team and we'll get back to you within 24 hours on business days.

📧 Email: support@euptate.com