Frequently Asked Questions

📦 Orders & Shipping

Where is my order?

You can track your order anytime by logging into your account or by clicking the "Track Order" button in your order confirmation email.

How long does shipping take?

Processing: 1–2 business days after you place your order
Delivery: Typically 5–10 business days after shipping
All orders ship from our US warehouses

Do you offer free shipping?

Yes! We offer free standard shipping on US orders over $49. Orders under $49 ship for a flat $5.95.

Where do you ship?

Currently, we ship within the United States only (all 50 states plus DC). We're working on international shipping — sign up for our newsletter to be notified when we expand.

I didn't receive tracking info — what should I do?

Tracking info is sent within 1–2 business days of ordering. If you haven't received it after 3 business days, please email hello@enrichcove.com with your order number.

My package shows delivered but I didn't receive it

Check with neighbors and household members
Look in safe spots (porch, side door, garage)
Wait 24 hours — carriers sometimes mark "delivered" early
Contact the carrier with your tracking number
If still missing, email hello@enrichcove.com

🔄 Returns & Refunds

What is your return policy?

30 days: Training & Enrichment, Exotic & Reptile, Pet Emergency Prep (unused, original packaging)
14 days: Smart Pet Tech (defects or malfunctions only)
Final Sale: Used items, consumables, opened feeding supplies

See full details in our Return Policy.

My item arrived damaged — what do I do?

Email hello@enrichcove.com within 48 hours of delivery with photos of the damage. We'll send a replacement or issue a refund — no need to return the damaged item.

How long do refunds take?

Refunds are processed within 5–7 business days after we receive your return. It may take an additional 3–10 business days for the refund to appear on your statement.

💳 Payment & Security

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, AmEx, Discover), Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?

Yes. All payments are processed through Shopify Payments, which uses bank-level encryption and is PCI-DSS compliant. We never store your card details.

🐾 Products & Recommendations

How do you choose your products?

Every product is selected based on three criteria:

Science-backed: Aligned with behavioral science and force-free principles
Real reviews: We check actual user experiences, not just marketing claims
Quality: Materials, safety, and durability standards

Can you recommend a product for my pet?

Yes! Email us at hello@enrichcove.com with your pet's species, breed, age, and what you're hoping to achieve (e.g., reduce anxiety, more enrichment, training). We'll recommend products tailored to your pet's needs.

What does "force-free" mean?

Force-free training (also called R+ or positive reinforcement) is a method of teaching animals using rewards instead of punishment. It's based on decades of behavioral science research and is endorsed by major veterinary and behavior organizations worldwide.