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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?
No cancellations or changes can be offered once an order has been placed. Please choose carefully; we cannot be held responsible if you change your mind.

How long does it take to get my order?
Most customers can expect to receive their food and supplies within 2 to 3 days. Orders that personalization may take longer to ship.

How much is shipping?
Orders over $99 ship free! All other orders ship for a flat rate of $10.

Who will be delivering my order?
We ship via USPS 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, APO/FPO addresses, or international addresses?
No – at this time, we are unable to ship to P.O. boxes, APO/FPO addresses, and international addresses. We currently only ship within the contiguous US.

What happens if my package gets lost?
All items purchased from are made according to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier. Please ensure that the shipping address you provide is complete & accurate. BRANDY s HOUSE also cannot take any responsibility for the following issues: incorrect entry of address details, shipment delays, missing, lost, or stolen packages sent by the courier. If there is an issue with your delivery, please get in touch with the courier service directly.

Split Deliveries


How do I request a return or replacement?


Our return policy is simple and worry-free: We are happy to accept your return. If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 15 days of purchase. However, the items must be returned in their original condition, and all tags must be attached to receive a refund if purchased at the total price. We cannot accept a return for items worn, washed, or altered in any way, as they will be refused. Please also take care when trying on items, as we will not accept items that have incurred any marks, stains, makeup, or odors. If you have received a faulty, damaged, or incorrect order, please get in touch with us here, and we will be happy to assist you further. Please see our Terms and Conditions for further details before returning your parcel. If you would like to request a return, please message us with your order number.

We do not accept returns or exchanges on food. However, if the food you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.


We only accept returns within our 15-day return policy. We only accept returns on items if they are returned in original condition. If you return your products that have been worn or damaged, you will be invoiced for your return shipping fee, and the goods will be returned to you. Any return shipping costs incurred by the customer are non-refundable. 
We will open an investigation into any faulty products before they are returned. We will only accept a return if your items are deemed faulty. Due to the popularity of our range, we cannot offer direct exchanges. 

All customers are responsible for organizing a return shipping label at their own cost, and please email us for details.

What is the status of my refund?
Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.


A pre-order is an order placed for an item that has not yet arrived. However, a stock allocation is available for purchase. The customers are responsible for reading and understanding these terms and conditions of the pre-order process. When you pre-order an item from BRANDY s HOUSE, it is reserved exclusively for you. Your card is charged when the order is placed, so your item can be dispatched once available. We do our best to specify on the product page when a pre-order item will arrive, but these dates are an estimation, and the item can sometimes become available before or after the advised date.

Sale Items

Sale items are final and not eligible for return, exchange, or refund.

We do not offer split delivery of your order. However, we may sometimes be required to send orders in split shipments depending on stock restrictions

Need help? We are available Monday through Friday from 10 am - 5 pm EST.

If you have any questions or concerns, please email us at You can also text us at 646-427-4394 during our regular business hours.

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