Frequently asked questions
Shipping
How long will my order take?
1–3 business days to process, then 5–12 business days to the US, 6–14 to the UK and EU. Full detail on the Shipping Policy page.
Is shipping really free?
Yes, to the US, Canada, UK, EU, Australia and New Zealand. No minimum order.
My tracking number isn't working.
Give it 2–4 business days. The number is generated when the label is printed, but it won't show scans until the carrier physically picks the parcel up.
Will I pay customs or import duties?
Not for the US, UK, or EU — we ship duty-paid. Elsewhere, any duties your country charges are yours to pay.
Why did my order arrive in two parcels?
Items sometimes ship from different warehouses so each one takes the shortest route to you. There's no extra charge, and each parcel is tracked separately.
Returns and sizing
What if it doesn't fit?
Size exchanges are free within 30 days. Email support@wagwell.com and we'll send the right size.
What if my dog just won't use it?
That counts. Thirty days, full refund — see Returns & Refunds.
How do I measure my dog?
For beds: nose to tail while lying stretched out, plus 6 inches. For the anxiety vest: around the widest part of the ribcage, just behind the front legs. When you're between sizes, size up.
Can I cancel my order?
Free within 12 hours. After that it's usually already with the warehouse and has to go through returns.
Products
Does the anxiety vest actually work?
For most dogs with noise and travel anxiety, yes — it applies steady pressure, the same principle as a weighted blanket, and dogs typically settle within 10–15 minutes. It is not a treatment for severe separation anxiety, and it works best alongside training. It is not a medical device.
Does the GPS tracker need a subscription?
Yes, $5–8 per month for the cellular data. Every real-time GPS tracker does — trackers advertised with "no monthly fee" are Bluetooth, and stop working past about 200 feet.
Is the memory foam safe?
The foam is CertiPUR-US certified — no formaldehyde, no heavy metals, low VOC. A faint new-foam smell for the first day or two is normal and airs out.
Can the puzzle ball handle a heavy chewer?
It's natural rubber and holds up well to normal use, but no toy is indestructible. Supervise the first sessions and retire it once it's damaged.
Payment and account
What payment methods do you take?
All major credit and debit cards, plus the express wallets shown at checkout.
Is my card safe?
Payments are processed by our payment provider over an encrypted connection. We never see or store your full card number.
Do I need an account?
No. Guest checkout is fine.
Still stuck?
Email support@wagwell.com with your order number. A person replies within 24 hours on business days.