FAQ

Frequently Asked Questions

Orders & Shipping

Where do you ship to?

We currently ship to the countries and regions available in the country/region selector and at checkout. Availability may vary by product and destination. Delivery times depend on the fulfilment location, carrier, customs processing and local delivery conditions. Any delivery estimate is an estimate only and is not a guaranteed delivery date.

How much does shipping cost?

We offer free standard shipping on eligible orders in our active markets. The available shipping option and final cost will be shown at checkout before payment.

How do I track my order?

Where tracking is available, tracking details will be sent to the email address provided at checkout once the order has been dispatched and tracking information has been generated. Tracking information may take some time to update after dispatch.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible through our contact page. We will do our best to accommodate changes before dispatch.

Returns & Refunds

What is your return policy?

We offer a 30-day return window, subject to the eligibility requirements, conditions and exclusions set out in our Return and Refund Policy.

My item arrived damaged. What do I do?

Please contact us as soon as possible with your order number, a clear description of the issue and relevant photographs where applicable. We will review the circumstances and work with you to find an appropriate resolution in accordance with our Return and Refund Policy and applicable consumer law.

Products

Are your products safe for pets?

BIYYK offers products intended for pet care, grooming, comfort and everyday use. Review the individual product description, materials, dimensions, intended use and available instructions before purchase and use. Always supervise pets where appropriate and discontinue use if a product becomes damaged or unsuitable.

What size pets are your products suitable for?

Suitability depends on your pet’s species, size, coat type, behaviour, individual needs and the intended use of the product. Review the relevant product page before purchasing. If you are unsure whether a product is appropriate for your pet, please contact us before placing your order.

Payments

What currencies do you accept?

Available currencies and payment options vary by location. The applicable currency, available payment methods and final amount payable will be displayed before you complete your purchase.

Is checkout secure?

Yes. Checkout is hosted by Shopify and protected with SSL encryption. Payment details are handled securely by the payment providers available at checkout and are not stored on BIYYK’s own servers.