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Yes. Every product is bought new in the USA from the brand or an established US retailer, and if one is ever found not to be genuine, we refund you in full.

3 to 4 days door to door for this item, including the time we take to place your order with the brand or retailer. Every parcel travels with a carrier tracking number.

Nothing is added at checkout: there is no shipping charge.

We will make it right. Email photographs, or a short video of the fault, to hello@heylovi.com within 7 days of delivery and we refund the full amount or send a replacement at no cost. For the hygiene and safety of every pet, used items and change-of-mind returns cannot be accepted, so if you are unsure about size or materials, ask us before ordering.

Check the size, materials and care on this page against your pet's size and play style, introduce anything new gently, and stay close during play. Not sure? Write to hello@heylovi.com before you order and we will help.