FAQ

Last updated: November 7, 2026

Choosing from our collection

How do I choose the right size?

Measure your pet and the space where the item will be used, then compare those measurements with the dimensions on the product page. Contact us before ordering if a needed measurement is missing.

Are all toys suitable for strong chewers?

No. Choose for your pet’s size and play habits, supervise use, and remove damaged items. Check the instructions for the exact toy.

Can I machine wash the beds and blankets?

Care varies by item. Follow the product’s own care label or listing. Contact us before ordering if a cleaning method is not specified.

Does the fountain include an adapter and replacement filters?

Check the exact listing for what is included. If the power connection, adapter or replacement filter compatibility is not stated, contact us to confirm before ordering.

Is buttooy the manufacturer of every product?

buttooy is the store. We offer products from different brands; the brand and model named in the listing identify the item offered.

Orders, delivery and returns

Where do you ship?

We ship within the United States, to the 50 states and Washington, DC. We do not offer international shipping or ship to U.S. territories or APO/FPO/DPO military addresses. Service to Alaska, Hawaii and PO boxes depends on the actual shipping service available for your address; contact us before ordering if availability is unclear.

Is shipping free and how long does it take?

Standard shipping is free on all orders, with no minimum purchase. Processing takes 1–2 business days, followed by an estimated 2–4 business days in transit, for an estimated total of 3–6 business days. Business days are Monday through Friday, excluding U.S. federal holidays. These are estimates rather than guaranteed delivery dates. See our Shipping Policy.

How do I track an order?

Shipment confirmation includes tracking information if the shipping method supports it. Updates may take time to appear. Contact us with your order number if a package is delayed, missing or arrives damaged.

Can I change or cancel an order?

Contact us as soon as possible with your order number. We will check the status; changes may not be possible after fulfillment begins or the order is in transit. Rights relating to shipment delays continue to apply.

Can I return an item?

You may request a return within 30 calendar days after delivery. For a change-of-mind return, the item must be unused, undamaged and returned with its supplied accessories. We also support returns for damaged, defective, incorrect, incomplete or materially misdescribed items. Contact us first for instructions. Your nonwaivable legal rights continue to apply. See our Refund Policy.

Who pays return shipping, and are labels provided?

We pay return shipping for eligible returns and provide a prepaid return label and the correct return address. Contact us before sending the item. Our listed address is for business correspondence only; do not send merchandise there unless instructed.

Do you offer exchanges or charge a restocking fee?

We do not offer exchanges and do not charge a restocking fee.

When is a refund issued?

For an approved return, we will issue the refund to the original payment method within 10 calendar days after receiving and inspecting the returned item. Your bank, card issuer or payment provider may require additional time to post the credit to your account.

What if an item arrives damaged, incorrect or incomplete?

Contact us with your order number and a description of the issue. Helpful photographs can assist the review. We support eligible returns and provide a prepaid return label. These instructions do not limit your applicable legal rights.

Which payment methods can I use?

Payments are processed through Shopify Payments and any other services displayed at checkout. Use the methods presented for your particular order. Availability can vary with your device, location, currency and payment-provider eligibility.

How do I exercise privacy rights?

Use Your Privacy Choices for the opt-out offered by Shopify where available for your location, or email support@buttooy.com with a privacy request. See our Privacy Policy for details. Browser settings can restrict cookies, although doing so may affect store functions.

Can I visit or return an item to the listed address?

The listed address is for business correspondence only. It is not a walk-in retail store. For returns, contact us first at support@buttooy.com for a prepaid label and the correct return address.

How do I contact customer service?

Email support@buttooy.com or call +1 217-766-9083. Include your order number for order questions. You can also use our contact page.