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.
I appreciated the pain signs checklist, but some examples felt a bit general instead of breed-specific.
Toolkit was perfect for a new puppy parent like me, very helpful.
i was always worried about not knowing if my pup was in pain but with this toolkit, i can easily spot signs of discomfort. it's given me peace of mind.
Adored the easy vet visit guide, made things so much smoother!
The information in here isn't filled with jargon or complex terms which is great because let’s face it – we’re not vets ourselves right?
i've learned so much from these guides! no more worrying about vet visits or bath frequency - I feel confident that i'm doing what's best for my puppy
this 4-in-1 download bundle? fantastic value! every resource included has proved essential in caring for our little furball
just downloaded this toolkit and wow, it's been a massive help. the vet guide alone saved me so much stress for my puppy's first visit.
this toolkit is exactly what every new puppy parent needs! simple exercises you can do at home without fancy equipment are making life easier (and more fun) for both me and my little one.
I was initially overwhelmed by the thought of caring for a puppy but with these resources, I feel more confident and prepared!
This toolkit eased my stress during first-time puppy parenting immensely.
the signs of pain checklist has been invaluable! being able to identify discomfort early on gives me peace of mind as a new pet parent.
🔥
as someone who always worries about their pet's health, having these resources at hand makes life simpler...and happier!
helpful
The pain checklist helped me identify discomfort signs early on. 🐾
No more guessing about bath frequency thanks to this bundle.
The guides are user-friendly and filled with actionable tips, just what I needed
This bundle has been essential in making our new pup comfortable at home 👍
This toolkit felt like having a calm, experienced friend guiding me through puppy parenthood. The vet visit breakdown made our first appointment smooth, and the bathing guide answered questions I didn’t even know I had. I would have loved a few more real-life case examples sprinkled throughout, as sometimes the advice stayed broad. Still, it delivers practical, easy-to-digest information that truly builds confidence.
this digital download bundle might just be every first-time puppy owner's dream come true. it covers all bases from fun exercises at home to preparing for vet visits - love it!
wish I had found this sooner - would've saved me from many sleepless nights worrying about whether or not I was doing things right by my pup...
From making vet visits easy peasy to ensuring my pup is comfortable during bath time, this toolkit has been a godsend for me as a first-time dog owner.
The vet visit guide really eased my nerves, though a printable checklist version would have made it even more convenient.
This bundle was perfect for me as a new puppy parent. So practical!