FAQ

About Dr. Cuddles

Dr. Cuddles was created by a dog mom who wanted to pamper the mind, body and fur, and a veterinarian who wouldn’t settle for less than the best. With our pet hygiene products made with premium all-natural ingredients, our mission is to provide holistic wellness solutions to keep your pet feeling their best. 

What ingredients do you use in your products?

All our products are created by our veterinary dermatologist. This means we pride ourselves in carefully hand-picking all ingredients to ensure they are of the highest quality. We only use premium plant-based ingredients and food-grade extracts so that your pet’s hygiene and wellness needs are fully met. You can find the list of ingredients used in our products and scientific research backing the ingredients in our respective product pages.

Do your products contain preservatives, artificial ingredients or colors?

Heck no! All Dr. Cuddles products are always free from these nasties:

  • No Palm Oil
  • No Parabens
  • No PEGs
  • No Sulphates
  • No Artificial Dyes

Do you provide free shipping?

Enjoy free shipping on order over $34. The standard shipping is a flat fee of $4.99 for order below $34.

Where do you ship?

Dr. Cuddles currently ships to all 50 states within the United States.

Do you offer international shipping?

Unfortunately, we currently do not ship internationally, but international expansion is definitely on our mind. We hope our furry friends abroad will be able to try our products soon!

When will my order ship?

We process and ship orders Monday through Friday, excluding holidays. Please allow 1-2 business days for orders to be processed before shipping. You will be notified via email or phone number when your order has shipped, along with a tracking number.

When will I receive my order?

Once processed, orders typically take 5 business days to arrive. If you’re in a rush, we also oer an expedited shipping option that will ensure your order arrives 1-3 business days.

What is your return and exchange policy?

We created Dr. Cuddles to keep our pets happy and healthy, but we also know that each pet has their own unique needs. Our biggest goal is to make sure every valued customer and furry friend who tries our products has a great experience. So, if for any reason, you or your pet are not happy with your order, we will be more than happy to process any returns or exchanges within 7 days upon receiving your order. Give us a woof at hello@drcuddles.com, and we will respond to your request within 24 hours so that we can get that mishap sorted out for you. Please note that items should be returned unused and in original packaging to be processed. Returns that are damaged or soiled by the customer may not be accepted.

How long does it take to process a return?

Please allow 5 business days for your refund to be processed after we receive your return.

What payment methods do you accept?

We accept all major credit cards including Visa, American Express, Mastercard and Discover. We also accept Paypal and Shopify Pay.

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

How can I change the shipping address for my order?

If your order is shipping to an incorrect address, please contact hello@drcuddles.com as soon as possible.

Can I make changes to my order after purchase?

Our fulfilment center works quickly, but we’ll do our best to address your request! Please email us at hello@drcuddles.com as soon as possible if you’d like to change or cancel your order.

How can I check the status of my order?

You can view your order status on your Account page, which is updated as soon as your payment is processed and again when your order ships.

My package says delivered, but I didn’t receive it.

Sometimes tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely arrive within a few days. If you do not receive your order in a couple of days, please contact our customer service team at hello@drcuddles.com with your order number and tracking information so that we may assist you further.

How do I track the delivery of my order?

Once your order has been processed and shipped, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

What should I do if my order hasn’t been delivered?

Regular orders typically take 5 business days while expedited orders will take 1-3 business days to arrive. Please note that business days do not include weekends or public holidays! If your order has exceeded the typical shipping time, please contact our customer service team at hello@drcuddles.com with your order number and tracking information so that we may assist you further.

I received the wrong order or am missing item(s) in my order.

We’re so sorry for the mix up! Please email us at info@drcuddles.com within 7 days of receiving your order with your order number and the missing items. Please include a photo of the items you did receive and a picture of your packing slip.

I received my order but the item(s) are defective.

We’re so sorry to hear that! Here at Dr. Cuddles, we pride ourselves in ensuring our products are made to the highest standards, but we understand accidents do happen during delivery that might be out of our control. If you believe you’ve received defective item(s), please contact our customer service team at info@drcuddles.com within 7 days of receiving your order with your order number. Please include a photo of the defective item(s) so that we can make things right for you.

Can I become a Dr. Cuddles ambassador or collaborator?

If you’re interested in becoming a Dr. Cuddles ambassador, collaborator, or partner, send us a woof at hello@drcuddles.com and let’s talk!