Contact information

## 1. Shipping policy

**Shipping**

Thanks for shopping with **BRAND.TBD**. We fulfill eligible U.S. orders from U.S. (or nearshore) warehouse partners whenever stock allows.

**Delivery estimates (United States)**  
Most in-stock U.S.-warehouse orders arrive in about **5–10 business days** after you place your order (order processing + carrier transit). Weekend and holiday cutoffs can add time.

**Important:** We do **not** promise 2-day or next-day delivery. If a product page shows a different window, that window is the one that applies for that SKU.

**Order processing**  
Orders usually leave the warehouse within **1–3 business days**. You’ll get a tracking link by email when the label is created. Tracking can take a short time to show movement.

**Shipping rates**  
Shown at checkout. We may offer free shipping above a threshold (for example $49) when economics allow — the cart always shows the live offer.

**International**  
Not available at launch unless a product page explicitly says otherwise.

**Delays**  
Weather, carrier volume, and warehouse stock changes can delay packages. If your order is past the quoted window, email **support@BRAND.TBD** with your order number and we’ll help.

**Wrong / missing items**  
Contact us within **7 days** of delivery with photos. We’ll arrange a replacement or refund per our Returns policy.

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## 2. Returns & refunds

**Returns**

We want you (and your pet) to be happy with practical gear.

**Window**  
Request a return within **30 days** of delivery for unused items in original condition/packaging (where applicable).

**How to start**  
Email **support@BRAND.TBD** with:
- Order number  
- Reason  
- Photos if the item is damaged or defective  

We’ll reply with next steps. Do not ship anything back until we confirm.

**Refunds**  
Approved refunds go back to the original payment method after we receive and check the return (or after we approve a photo-only resolution for clear defects). Please allow several business days for banks to post the credit.

**Exchanges**  
We may offer a replacement instead of a refund when stock allows.

**Not returnable (usual)**  
- Used, damaged by misuse, or missing pieces  
- Opened hygiene-sensitive items when applicable  
- Free gifts / promotional add-ons  

**Pet safety**  
If a product arrives with a safety issue (sharp edge, broken part), stop use and contact us immediately with photos — we’ll prioritize a fix.

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## 3. Contact

**Contact us**

Questions about an order, shipping, or a product? We’re here.

**Email:** support@BRAND.TBD *(primary — fastest for HOOTY macros)*  
**Phone:** (315) 783-2482 *(optional; include only if you want calls — otherwise omit from live page)*  
**Hours:** We aim to reply within **1–2 business days** (Mon–Fri, U.S. Eastern).

Please include your **order number** and a short description. Product photos help a lot for damage claims.

We don’t offer veterinary advice. Our products are everyday accessories — not medical devices.

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## 4. Privacy stub (Shopify baseline)

**Privacy**

**BRAND.TBD** (“we”) respects your privacy.

**What we collect**  
When you buy or contact us, we may collect name, email, shipping address, phone, payment details (processed by Shopify/payment providers — we don’t store full card numbers), and order history. Site analytics and ads pixels (for example Meta/Google) may collect device and browsing data if you consent where required.

**How we use it**  
To fulfill orders, provide support, improve the store, prevent fraud, and (if you opt in) send product updates. We do not sell your personal information.

**Sharing**  
We share data with service providers who help run the store (Shopify, payment processors, fulfillment/shipping partners, email tools). They may only use data to perform their services.