SHIPPING
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
5-20 Business days |
| Canada, Europe |
5-20 Business days |
| Australia, New Zealand |
5-20 Business days |
| Central & South America |
5-25 Business days |
| Asia |
5-20 Business days |
| Africa |
5-25 Business days |
*This doesn’t include our 1-3 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time (45 days not including 1-3 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of mrsmattie.com (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of mrsmattie.com.
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing, you must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
The exercise ideas are brilliant, they've helped keep both me and my pup entertained at home
Toolkit's great! Vet visits are no longer a mystery, thanks to the step-by-step guide.
bought this as a gift for friends who were getting their first puppy and they loved it! said the signs of pain checklist was particularly helpful.
Bathing frequency guide was a big help, pup's comfortable and clean.
First vet visit? This toolkit made it a breeze, no stress!
the fun exercises guide is ace. my pup loves them and they're easy to do at home with no fancy equipment needed.
this bundle made bathing my new fur baby an absolute breeze! now i know how often to bathe him without making his skin dry or irritated.
Bathing frequency eBook is awesome. No more worries about over or under bathing.
the toolkit is easy to follow and has given me the confidence i needed as a first-time puppy parent! can't thank them enough for this.
Overall, this toolkit provides everything you need to navigate your new journey with ease. It’s worth every penny!
i never knew spotting signs of pain in puppies could be so subtle, but thanks to this checklist i feel more confident about noticing if something's up with my little one.
Keeping my puppy entertained became easier with this toolkit's exercise guide.
Loved the expert advice in these guides, felt confident using them.
Saved time with this toolkit, it's practical and straightforward.
Super helpful, slightly repetitive.
Made me feel confident as a first-time puppy owner. Love it!
✨
Worthwhile
the toolkit is a must-have for new puppy parents. it's made my life so much easier, especially when it comes to vet visits. the guide has helped me know what to expect and how to prepare.
Identified discomfort signs early with the checklist, truly helpful.
No more guessing games about vet visits or bath times. Love this toolkit.
This turned out better than expected.
Eased into being a new puppy parent with this bundle, so helpful.
i feel like an expert after reading these guides! they are easy-to-understand and provide real-world solutions which have been super helpful for me as a new pet parent
I appreciated how each resource focuses on one specific aspect of caring for your puppy. It makes things manageable instead of feeling like too much at once.