How can we help?
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📦Shipping & delivery
How long does delivery take?
Orders are processed within 1–3 business days, then arrive in about 4–9 business days. Most orders land in that window; during busy periods a small number may take a little longer. You'll always get a tracking number by email so you can follow along.
How much is shipping?
Shipping is free on orders over $49. For orders under $49, a small flat fee is shown at checkout.
Where do you ship?
We currently ship within the United States.
How do I track my order?
Once your order ships, we'll email you a confirmation with a tracking number so you can follow it to your door.
My tracking says delivered but I don't have it — what now?
Once the carrier marks a package delivered, it's considered delivered. We can't be responsible for packages lost or stolen after that point, but email us and we'll help you file a claim with the carrier. Please double-check your address at checkout, since we can't cover orders sent to an incorrect address.
↩️Returns & refunds
What's your return policy?
If you're not fully satisfied, you can request a return within 30 days of delivery. Items must be unused and in their original condition and packaging.
How do I start a return?
Email us at hello@bubu.pet with your order number and the reason. We'll reply with instructions and, once approved, the return address. Please don't send anything back before contacting us — unauthorized returns may not be accepted.
Who pays for return shipping?
Customers cover return shipping, except when an item arrived damaged, defective, or incorrect — in those cases, it's on us.
How long do refunds take?
Once we receive and inspect your return, we'll refund your original payment method within 5–10 business days. Original shipping charges aren't refundable.
Is anything not returnable?
Used or customer-damaged items, opened consumables like catnip (for hygiene reasons), and sale or final-sale items aren't eligible for return or refund.
🧾Orders
Can I change or cancel my order?
Yes — you can cancel within 24 hours of ordering, as long as it hasn't shipped yet. Email hello@bubu.pet as soon as possible and we'll do our best.
Do you have a discount code?
Yes! Take our 60-second quiz or join our list and we'll send you 10% off your first order.
🐾Products & care
Are your products safe for my pet?
Our toys are made from food-grade, non-toxic materials. As with any pet product, please supervise play, pick the right size for your pet, inspect toys before use, and replace them when worn. Our products aren't a substitute for veterinary care.
How do I charge the Zoomie Ball?
It charges with a standard USB cable (included). Charge it on a flat surface, don't leave it charging unattended, and stop using it if the cable or charger looks damaged.
My cat ignores the catnip — why?
Totally normal! Responding to catnip is an inherited trait, so not every cat reacts, and kittens under about 6 months often aren't interested yet.