Help / FAQ
Find answers to common questions about orders, shipping, care, and product details.
Orders, Shipping & Delivery
When will my order be shipped?
Orders are usually processed within 1–2 business days. Once your order has been shipped, you will receive a confirmation email with tracking information. Delivery times may vary depending on the destination and the product ordered.
How long will delivery take?
Delivery times vary depending on the destination. For orders shipped by sea to the United States or Europe, delivery usually takes around 12–25 days after dispatch. Please note that customs clearance and local delivery conditions may affect the final timing.
Do you ship internationally?
Yes. We offer international shipping to selected regions. Shipping availability and rates will be shown at checkout based on your delivery address.
How are shipping fees calculated?
Shipping fees are calculated based on the delivery destination, the size of the product, and the total order contents. The final shipping cost will be displayed at checkout before payment is completed.
Will I receive tracking information?
Yes. Once your order has been shipped, a tracking number will be sent to your email. Please allow some time for the tracking information to update after dispatch.
2.Returns & Exchanges
Do you accept returns or exchanges?
Yes. We accept return or exchange requests for eligible items within 7 days of delivery. Items must be unused, in their original condition, and returned with original packaging where possible.
Are all items eligible for return?
Not all items are eligible for return. Certain products, including selected covers, made-to-order items, or items marked as final sale, may not be returned or exchanged. Please refer to the product page or contact us if you are unsure.
How do I request a return or exchange?
Please contact us by email with your order number, the item you would like to return or exchange, and the reason for your request. We will guide you through the next steps once your request has been reviewed.
Who covers the return shipping cost?
Return shipping costs are generally the responsibility of the customer unless the item arrives damaged, incorrect, or there is a confirmed quality issue.
Product Care
How should I care for my product?
We recommend caring for each product according to its materials and construction. For best results, please refer to the care notes on the product page or label, and avoid harsh cleaning methods or prolonged moisture exposure.
Are the covers removable?
Selected covers are removable. Please refer to the individual product page for details, as removability may vary depending on the design and product type.
Can the covers be machine washed?
Care instructions may vary depending on the fabric and product design. We recommend following the care label or product-specific guidance before washing. If machine washing is allowed, a gentle cycle and mild detergent are recommended.
How should I clean wood or fabric surfaces?
Wipe gently with a soft dry or slightly damp cloth. Avoid abrasive cleaners, strong chemicals, or prolonged contact with water. Gentle, regular care will help preserve the surface over time.
Sizing & Fit
How do I choose the right size?
We recommend choosing a size based on your pet’s body length, weight, and preferred sleeping posture. Please refer to the measurements listed on each product page, and consider whether your pet likes to curl up, stretch out, or lean against surrounding edges while resting.
Which size is suitable for my pet?
Each product page includes size guidance and recommended weight ranges where applicable. As a general reference, we suggest choosing the size that allows your pet to rest comfortably without feeling confined.
What if I am unsure between two sizes?
If your pet is between two sizes, we usually recommend choosing based on sleeping habits. Pets that like to stretch out may benefit from the larger size, while pets that prefer a more enclosed resting experience may feel more comfortable in the smaller size if the fit is still appropriate.
Can these products be used for both dogs and cats?
Yes. Many of our products are suitable for both dogs and cats, depending on the size and resting habits of the animal. Please check the product page for specific recommendations related to each design.
Still need help?
If your question is not covered here, feel free to contact us at [FancyHaboo@gemin.com].
We usually respond within 2–3 business days.