Talk to a person
No bots, no ticket number. Message us wherever you already are and someone will get back to you.
Live chat
No one is at the desk right now
Send it anyway. It lands in the same place and we answer within a day or two. We do not work weekends, and the reply comes by email rather than here.
Prefer email? Write to hello@nookipets-shop.com.
We are a small team, so you will get a person rather than a queue position. We aim to answer within 24 hours, and usually do.
Before you write
Two things answer most messages faster than we can, so they are worth thirty seconds first:
- Where is my order? Your shipping confirmation email carries the tracking link, and it updates before we hear anything.
- Will it fit? The size guide covers what to measure, and every product page carries that item's real dimensions.
What to include
If it is about an order, your order number gets us there in one reply instead of three. If it is about a fit or a return, a photo helps more than a description — especially for anything a pet has already had a go at.
Common questions
Can I change or cancel an order?
If it has not shipped, yes — message us as soon as you can and we will try to catch it. Once it is with the courier it has to run its course, and then it becomes a return.
My pet destroyed it. Is that covered?
Tell us what happened, with your order number and a photo. If it arrived defective or damaged we replace it. If your pet simply destroyed a toy that was working as intended, that is not a fault — but we still want to know, because it affects whether we keep selling it. The returns page has the specifics.
Do you sell wholesale, or work with rescues?
Ask. Neither is a standing programme, but both are conversations we are happy to have.
I want to post about a product I own.
That is the affiliate programme, and there is no follower minimum. Post a 15-second clip at home, tag the product, and earn on the orders it brings in.
Other ways to reach us
Emailhello@nookipets-shop.com- InstagramSend a direct message — opens in a new tab
- FacebookSend a direct message — opens in a new tab
We are also on TikTok, YouTube and Threads, though those are for watching rather than writing — a message there may sit a while.