FAQ by Topic
Once we begin processing an order, it can be difficult to edit or cancel it. If you would like to cancel or edit, please contact us as soon as possible. We cannot guarantee we will be able to complete your request if it is being processed or has already shipped.
You will receive a confirmation email after placing your order as well as a tracking information email once it ships. If you have not received either of these emails, please check your spam folder. You can also see your order status and shipping information in your customer account dashboard.
We ship orders within the continental US only (excludes Alaska & Hawaii). We cannot ship to APO addresses.
Once shipping is confirmed, please allow 5 - 7 business days for delivery. We will attempt to notify you at the provided email address if we believe your order is delayed.
Our full Shipping Policy can be found here. Orders totaling less than $49.99 (after applicable taxes and discounts) will require a flat-rate shipping fee of $6.99. Orders $49.99 and over (after applicable taxes and discounts) will receive free shipping. We only offer Economy-rate shipping.
Once your order departs from our warehouse, liability is transferred to the carrier who is delivering your shipment. If your order arrives damaged, please file a claim with the carrier and provide them with the tracking number located in your shipping confirmation email or customer account. ZIWI is not liable for orders damaged in transit.
If you have not received your order, please refer to your order confirmation to ensure the correct address was listed. Confirm that your order has been delivered according to your tracking number provided in a shipping confirmation email or customer account. If your tracking information states your order was delivered but you cannot locate it, check with family members, neighbors, and areas in your immediate vicinity. If you cannot locate your package with a confirmed delivery, please file a claim with the carrier. ZIWI is not responsible for lost or stolen packages, rerouted packages, failed deliveries, or mis-shipments due to order input errors by the customer.
Discount codes (also referred to as promo codes) can only be applied on the checkout page. If a code is applied correctly, you will see the applicable discount applied to your order total. Only one discount code can apply to an order.
Terms and conditions vary for each discount code and can be found here.
If your discount code is not applied, an error message will display on the checkout page. Your code may not apply if you have used it previously, or if it is entered incorrectly. Double-check spelling and capitalization of your discount code. If you continue to see the error message, please contact us.
The best way to find out about our promotions and discount codes is by signing up for our newsletter! You can do so at the bottom of any page on this website or by selecting to "keep me up to date on news and offers" during checkout.
Products ordered through a subscription will automatically receive a Subscribe & Save discount of 5% off. Subscribing also saves you time by eliminating the need for you to re-order products you regularly purchase!
Shipping and billing information for subscription orders can be updated in your customer account by clicking the "Manage Subscription" button. You may adjust your shipping address, billing address, and payment information at any time. Please make any shipping and/or billing updates 2 days prior to the scheduled order placement date to ensure they apply.
Yes! Through your customer account, you can add and remove products from your subscription, modify quantities, and add one-time items to your subscription. Please note that one-time purchase items will not receive the 5% off Subscribe & Save discount. Modifications to items in your subscription must be made 2 days before your recurring order is set to be placed in order for the changes to apply. Applicable shipping costs will adjust as items are added or removed.
Yes! You can adjust the date your recurring order is placed by logging into your customer account and selecting "Manage Subscriptions". You can also skip an upcoming delivery date or cancel your subscription altogether. Please make any delivery updates 2 days prior to the scheduled order placement date to ensure they apply.
Discount codes cannot be applied to any subscription order unless clearly specified in the Terms & Conditions of the promotion.
Yes! You will receive an email 3 days before your recurring order is automatically placed. Be sure to make any needed adjustments to your order within 24 hours of receiving the upcoming order notice to ensure they apply. Please note that subscription orders are automatic and will retry every 48 hours if placement fails due to payment errors. After three attempts of retrying, the recurring order will be skipped. ZIWI is not responsible for any incurred fees issued by your bank for failed transactions.
If an item in your subscription is out of stock, we will attempt to notify you at the email address listed on your subscription order. You will have the option to skip the upcoming order entirely or replace the out-of-stock item with another product.
Due to ongoing supply chain challenges, products eligible for subscription depends on stock levels. At this time, subscriptions are only offered on dog air-dried, dog cans, dog treats and chews, and cat air-dried products. We hope to offer subscriptions on cat cans in the future!
You can create a customer account by navigating to the account icon in the upper right corner of our website (between the search and cart icons). You can also navigate to the account creation page by selecting "Log In" at checkout.
You can save your shipping information for a streamlined checkout experience. Order status and tracking information are also stored within the customer account dashboard so you don't need to search through emails to see updates on your order. Customer accounts are also the hub for managing your subscription orders.
You can select "Forgot your password?" on the account sign in page which will prompt an email to be sent with instructions on how to reset your password. If you do not receive an email, please contact us.
Returns & Exchanges
Please see our Returns, Refunds, & Exchanges Policy here.
Once we confirm your refund request, the refund should be processed within 48 hours. Once the refund is processed, please allow 5 - 7 business days for funds to reflect in your account.
Return/exchange requests must be submitted within 45 days of your order placement date.
Shop Pay Installments (Buy Now, Pay Later)
Shop Pay Installments is a payment option commonly known as "Buy Now, Pay Later". Rather than paying for your order all at once, you can pay the total amount in four installments without interest. See the full overview of Shop Pay Installments here.
If you would like to pay for your order in Shop Pay Installments, select the Shop Pay payment option at checkout. Shop Pay Installments can only apply to orders totaling between $50 and $2000 (after applicable taxes. discounts, and shipping). Shop Pay Installments are subject to approval by Shop Pay.
All questions regarding Shop Pay approval, payments, and general inquiries must be directed towards Shop Pay at their Help Center.