Frequently asked questions
Everything you might want to know about ordering, shipping, and visiting our storefronts.
01 How do I place an order if there's no online checkout?
Browse the shop catalog, then use the "Ask to order" link on any item, fill out our contact form, call us, or email us directly. We'll confirm availability and pricing and walk you through payment and delivery or pickup.
02 Can I pick up my order in-store?
Yes. Let us know which storefront works best — Hamilton, TX or Lexington, KY — and we'll have your order ready for pickup.
03 Do you ship outside North Carolina and Colorado?
Yes, we ship nationwide. Orders over $50 ship free; smaller orders have a flat shipping rate calculated when we confirm your order.
04 What payment methods do you accept?
We accept major debit and credit cards over the phone, as well as in-person payment at either storefront. We'll walk you through the options when we confirm your order.
05 What's your return policy?
Unopened food, treats, and supplies can be returned within 30 days of purchase with proof of purchase. See our full Shipping & Returns page for details.
06 Can you special-order a brand you don't currently carry?
Often, yes. Reach out and let us know what you're looking for — we'll check with our suppliers and follow up with availability and pricing.
07 Do you offer local delivery?
Local delivery may be available near our Hamilton, TX and Lexington, KY storefronts depending on the order. Ask us when you contact us and we'll confirm.
08 How can I get the COZY10 discount?
Mention code COZY10 when you contact us about your first order for 10% off bedding and bowls.
We're happy to talk it through
No automated menus — just reach out and a real person will help.