FAQ – Aurella Pets

Orders

When will my order ship?

Most orders are processed within 2–4 business days. Once your order ships, you’ll receive a confirmation email with tracking information.

Local pickup orders are usually ready within 1–3 business days, depending on product availability.

Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible at:

info@aurellapets.com

We’ll do our best to help before the order has been packed or shipped.

My item arrived damaged. What should I do?

Please contact us within 3 days of delivery with your order number and photos of the damaged item and packaging.

We’ll review it and help with the next steps.

Shipping & Local Pickup

Where do you ship?

We currently ship within the United States.

Shipping rates are calculated at checkout based on your location, package weight, and order size.

Do you offer local pickup?

Yes. Local pickup is available in the Bellevue, WA area.

If you choose local pickup at checkout, we’ll contact you when your order is ready and provide pickup details.

Do you offer local delivery?

Local delivery may be available for select areas around Bellevue / Seattle Eastside.

If your address qualifies, the option will appear at checkout. Delivery availability and fees may vary by distance and order size.

I’m visiting Seattle from Canada. Can I pick up my order?

Yes. Canadian visitors are welcome to place an order ahead of time and choose local pickup in Bellevue, WA.

Customers are responsible for checking any applicable customs, import, or border regulations before bringing pet products back to Canada.

Products

Are all products in stock?

We do our best to keep inventory updated. If an item becomes unavailable after you place an order, we’ll contact you with options such as a replacement, refund, or order adjustment.

How should I store freeze-dried treats?

Store freeze-dried treats in a cool, dry place and reseal the package after opening.

Always follow the storage instructions on the product packaging.

Are treats suitable for all dogs?

Every dog is different. Please check the product ingredients carefully before feeding, especially if your dog has allergies, sensitivities, or dietary restrictions.

Introduce new treats slowly and always provide fresh water.

Should I supervise my dog with chews and toys?

Yes. Please always supervise your dog when giving chews, enrichment toys, or new treats.

Remove any toy or chew if it becomes damaged, too small, or unsafe.

Samples & Rewards

Do orders come with samples?

When available, we love including a small sample with orders.

Samples may vary depending on inventory, product type, and your dog’s needs. If your dog has allergies or sensitivities, please let us know before placing your order.