FAQs
PRODUCT SOURCING
Where does HealthyWags source it's meat from for the treats?
We source our meat from local farmers. Our priority is your pet's health, so we carry the same high-quality human grade meat products sold in your grocery store. For questions about sourcing, we are available at 1 (813) 367-1367, and Rehema@HealthyWagsBarkery.com
SHIPPING
What is the status of my order?
To check the status of your order, go to "orders". Here’s what you will see:
Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered 7 days a week before 10 p.m.
How do I cancel or change my order?
If your order hasn't shipped yet, you can cancel it from your account. Go to "Orders," click on the order you want to cancel, and click the "Cancel This Order" link.
If you need help canceling your order, please "send us a message" with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund.
How long does it take to get my order?
Treats are made fresh when the order comes in, this can take 2-3 days to prepare, most customers can expect to receive their treats within 7-10 days. Orders that are larger may take longer to ship.
How much is shipping?
Orders over $49 ship free! All other orders ship for a flat rate of $8.00.
Who will be delivering my order?
We ship via USPS, UPS and other premium carriers to provide you with the fastest and most reliable service available.
Do I need to be there to sign for it?
Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, or with your doorman.
Do you ship to P.O. boxes or APO/FPO addresses?
No – we are unable to ship to P.O boxes or APO/FPO addresses.
What happens if my package gets lost?
All items purchased from HealthyWags Barkery are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Do you ship internationally?
At the current time we only ship to Canada.
How do you ship fresh, refrigerated or frozen items?
We ship fresh, refrigerated and frozen items using insulated packaging and dry ice to keep items cold or frozen during shipping. The dry ice may be gone when your package arrives, but your items should still feel cold or frozen to the touch.
PAYMENTS
When will my payment method be charged?Your payment method will be charged automatically on the date the order is made. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There's no need to call or update anything online.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover, Apple Pay and PayPal.
What information do I need to check out?Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
Why is my credit card not working?
If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.
RETURNS
How do I request a return or replacement?
Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet treats, you can request a refund or replacement, please "send us a message" with your order number.
We do not accept returns on treats due to the perishable nature of our products, if what you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.
What is the status of my refund?
Refunds will be to your original payment method. Depending on your banking institution, refunds to original payment methods may take 3 to 5 business days to process.
AUTOSHIP
What are the benefits of Autoship?
After your first Autoship discount, you’ll save an extra 5% on select brands for all future Autoship orders.
How do I set up an Autoship so I can receive a recurring delivery?
Just add your favorite items to your cart, proceed to checkout, select "Yes" to Autoship at checkout, and set your schedule.
Is there a membership fee?
There's no membership fee, and you can cancel at any time.
What is Autoship?Autoship lets you schedule regular deliveries of your pet treats, so you never run out of pet treats ever again.
Why has the price of an item in my Autoship order changed?
When your next Autoship delivery is coming up, we’ll send you an email reminder that includes the most up-to-date prices for the items in your order. Prices can fluctuate as we stay competitive with other online retailers.
Go to "manage Autoship" and click on the Autoship you would like to change. To delay your order, click on the white button that says, “Skip Shipment.”
If you want to place your order early, click the orange button that says, “Order Now” and confirm your selection.
To change how often your Autoship arrives, click the “Change” link in the Frequency section. Select your preferred frequency from the dropdown menu. Updating your frequency will not affect the date of your next order. The frequency of your Autoship orders will change after your next order date.
To change the date of your next order, click the “Change” link in the Next Order section and select your preferred order date.
You can change your order date up to 48 hours before your next scheduled order.
To add items: go to the product page of the item you'd like to add and click the "Add to Autoship" or "Ship once with next Autoship" button. If you have multiple Autoship orders, you'll be asked to select which one you're adding to!
To remove items: go to "Manage Autoship" and select your Autoship order. For the item you wish to remove, click on "Remove" and confirm you'd like to remove it from your Autoship order.
How do I cancel my Autoship?
Go to "Manage Autoship" and select the Autoship you would like to cancel. Select "Cancel" to cancel all future Autoship shipments of these items. If you need help, call HealthyWags at 813-367-1367.
How will I know my Autoship is on its way?
We’ll send you a reminder email 3 days before your next scheduled order. You can change your order before it starts processing. We’ll send you another email when your order ships.
For a single Autoship: Go to"Manage Autoship" and click your current payment method to see all available payment methods or add a new one. To add a Gift Card, click on “Add a Gift Card” and choose a Gift Card saved to your account or add a new one.
For multiple Autoships: Go to your "Payment Methods", edit your existing payment method or add a new one, and check the "Update your active Autoships to use this payment method" checkbox.
How can I change my shipping address?
Go to "Manage Autoship", choose your Autoship with the address you want to update, and click your current address to see all available addresses or add a new one.