Shipping Policy
Processing Time
Processing time and shipping time are two different things. Processing is how long it takes us to prepare and pack your order. Shipping is how long the carrier takes to get it to you.
Our current processing time is 4 business days. During launches and holiday periods, please allow a little longer.
You'll get an email with tracking as soon as your order ships.
If you need your order by a specific date, email us at support@brunapets.com before you order and we'll tell you honestly whether we can make it.
Shipping Options
We ship within the United States only, at the same rates to every state:
• Standard: $8, or free on orders of $49 or more
• Express: $15
• Local delivery: free for addresses in our local delivery area around Kirkland, WA. It appears at checkout when your address qualifies.
Delivery Estimates
Domestic orders ship via USPS Ground Advantage or USPS Priority Mail, which typically delivers in 5 business days once shipped. These are carrier estimates, not guarantees, and they don't include our processing time.
We're not able to guarantee delivery dates, and we aren't responsible for delays caused by the carrier, weather, or customs.
Tracking
Tracking is emailed to you when your order ships. Carrier tracking can take 24–48 hours to begin updating — if it looks stuck at first, give it a day.
Lost, Stolen, or Missing Packages
Once we hand your package to the carrier, it's in their custody. If tracking shows delivered but the package isn't there:
- Check with everyone at the address and look around entryways, porches, and mailrooms.
- Wait 24 hours — packages are sometimes scanned early.
- File a missing mail claim with the carrier.
Email us at support@brunapets.com and we'll help however we can, including pulling carrier records on our end. We're a small brand and we do care about getting this sorted — but we aren't able to refund or replace packages that the carrier has marked delivered.
Address Accuracy
Please double-check your shipping address at checkout. We ship to the address exactly as entered.
If a package is returned to us because of an incomplete or incorrect address, we'll reach out to arrange reshipment. Reshipping costs are the customer's responsibility. If we can't reach you within 30 days, we'll refund the order less original shipping.
Order Changes and Cancellations
We pack quickly, so we can't guarantee changes or cancellations once an order is placed. Email us right away at support@brunapets.com and we'll do what we can.
Once an order has entered processing, it can't be cancelled — but you're welcome to request a return once it arrives. See our Return & Exchange Policy.
Pre-Orders
If your order contains both in-stock and pre-order items, the whole order ships together when the pre-order item is ready. If you'd like your in-stock items sooner, please place two separate orders.
Estimated ship dates for pre-orders are listed on the product page. We'll email you if that date changes
Damaged or Incorrect Orders
If your order arrives damaged or something's wrong with it, email support@brunapets.com within 7 days of delivery with your order number and a few photos. We'll make it right.
Questions
support@brunapets.com — we answer every message.