FAQ

Can't find your answer here? Email us at info@lewisbholdings.com and a real person will get back to you within 1-2 business days.

Shipping

How long will my order take to arrive?

Orders are usually processed within 1-3 business days, and most arrive 3-7 business days after that, so please allow about 5-10 business days in total. Most of our products ship from partner warehouses in the United States.

Do holiday items take longer?

Yes. Some seasonal holiday items ship from our overseas partner warehouse and take about 2-3 weeks. They are clearly marked on the product page, along with an order-by date for the holiday.

Is shipping really free?

Yes. Shipping is free on every US order, with no minimum.

Do you ship outside the United States?

Not right now. We currently ship to addresses in the United States only.

Will everything arrive in one package?

Not always. If you order more than one item, your items may ship from different warehouses and arrive in separate packages.

How do I track my order?

When your order ships, we email you a tracking number. You can also visit our Track Your Order page.

Can I change my address or cancel my order?

Email us as soon as possible with your order number. We can update the address only if the order has not shipped yet, and we will do our best to help with cancellations before an order ships.

Returns & refunds

What is your return policy?

You can return most unused items within 30 days of delivery, including if you changed your mind or ordered the wrong size. Items must be unused, unwashed, free of pet hair, chewing and damage, and in their original packaging. Email us first and we will send return instructions. See our full Return & Refund Policy.

What if my item arrives damaged, defective or wrong?

Contact us within 30 days of delivery with your order number and a photo of the item and packaging. We will send a free replacement or give you a full refund, at no cost to you. In most cases you will not need to send the item back.

When will I get my refund?

Once your return arrives and is checked, we refund your original payment method within 5 business days. Your bank or card issuer may take another 5-10 business days to show the credit.

What if my package is lost?

If your tracking has not updated in 10 business days, or your order has not arrived within 20 business days, contact us and we will replace or refund it.

Products

How do I choose the right size?

Check the sizing details on the product page and measure your pet before ordering. If you are unsure, email us your pet's breed, weight and measurements and we will help you choose.

Are calming products a replacement for a vet?

No. Our calming and comfort products are designed to help pets feel cozy and secure, but they are not medical treatments. If your pet has severe anxiety, or a sudden change in behavior, please talk to your veterinarian.