Shipping & Delivery
How much is shipping?
Standard shipping is FREE on orders of $49 or more. Orders under $49 ship for a flat $4.95.
How long will my order take?
Orders are processed in 1–2 business days and usually arrive 3–5 business days after shipping. Some orders ship in more than one package.
Where do you ship?
We currently ship within the United States only.
Do you ship to Alaska, Hawaii, P.O. boxes or APO/FPO addresses?
Yes. We ship to all 50 states, and to P.O. boxes and APO/FPO addresses where the carrier allows. Delivery to Alaska, Hawaii and military addresses can take a few extra days.
Can I change my shipping address after ordering?
Yes, as long as your order hasn't shipped. Email us right away with your order number and the correct address. Once a package ships, we can no longer change the address.
My tracking says delivered, but I can't find my package. What should I do?
Please check around your door, with neighbors and with your mailroom, and wait one more day in case the carrier scanned it early. If it still hasn't turned up, contact us within 7 days of the delivery date and we'll help.
Returns & Refunds
What is your return policy?
Free returns within 30 days of delivery with a prepaid label. See our Return & Refund Policy.
My item arrived damaged or wrong. What should I do?
Email us a photo within 7 days of delivery. We'll send a replacement or full refund — no return needed.
Can I return opened food or treats?
For safety reasons, opened food, treats, chews and supplements can't be returned unless they arrived damaged or defective. Unopened, sealed items can be returned within 30 days.
How long does a refund take?
Once we receive and inspect your return, we refund your original payment method within 3 business days. Your bank may take a few more days to show it.
Can I change or cancel my order?
Yes, as long as it hasn't shipped yet. Contact us as soon as possible.
Products
How do I choose the right collar, harness or clothing size?
Measure your dog's neck and chest with a soft tape measure and compare to the size chart on the product page. Between sizes? Choose the larger size. If it doesn't fit, returns are free.
How should I switch my dog to a new food?
Change food gradually over about 7–10 days, mixing a little more of the new food with the old food each day. This helps avoid an upset stomach. If your dog has health issues or a special diet, ask your veterinarian first.
Orders & Payment
What payment methods do you accept?
We accept major credit and debit cards, plus other payment options shown at checkout.
Is it safe to pay on your website?
Yes. Our checkout is secured and encrypted by Shopify, and we never see or store your full card number.
Do I need an account to place an order?
No. You can check out as a guest. Creating an account lets you see your order history and tracking in one place.
Do you charge sales tax?
Sales tax is calculated at checkout based on your shipping address and your state's rules.
Do you have a discount for first orders?
Sign up for our emails to hear about new products and offers first.
Still have a question?
BIG GATE BRAND LLC
13309 Felson Pl, Cerritos, CA 90703, United States
Phone: (447) 247-4308
Email: philohousemallofjay@gmail.com