FAQ

Shipping

How long will my order take?

Delivery estimates are shown at checkout and on product pages where available. Processing and delivery times can vary by item, and you'll receive a tracking link once your order ships.

Do you provide tracking?

Yes. Every order ships with tracking so you can follow it the whole way.

Where do you ship?

We ship across Canada and to the United States. Any region-specific details are confirmed at checkout.

Orders

Can I change or cancel my order?

If your order hasn't shipped yet, email sowthbrand@gmail.com and we'll do our best to update or cancel it.

I didn't get an order confirmation.

Check your spam folder first. If it's still missing, email us and we'll resend it.

Returns and refunds

What is your return policy?

If something isn't right, you can return it within 30 days, with no restocking fees. We can't accept returns on items that have been opened or used, unless they arrived damaged or faulty. See our Refund Policy for full details, or just email us and we'll help.

Can I return a product after it has been used?

We're not able to, sorry — items need to come back unused and in their original condition. Anything that can't be safely resold as new isn't eligible for return.

Can I return a pet product if my pet tried it once?

We're not able to accept used pet products back. For hygiene and pet-health reasons, once an item has been used by a pet it can't be returned or resold.

Can I return self-care or cosmetic products?

Only if they're still unopened, unused, and in their original packaging. For health and hygiene reasons, opened personal-care items can't be returned.

Who pays for return shipping?

Return shipping is covered by the customer, unless the item arrived damaged, defective, or incorrect — in that case it's on us.

My item arrived damaged.

We're sorry about that. Send a photo to sowthbrand@gmail.com and we'll make it right with a replacement or refund.

Products

Are your products good quality?

We only list products we'd buy ourselves, chosen for usefulness and ease of use. Each product page covers the details, benefits, and common questions.

How do I choose the right option or size?

Sizing and option guidance is on each product page. If you're unsure, email us before ordering and we'll point you the right way.

Discounts and savings

How do your discounts work?

Every deal applies automatically at checkout — no codes needed (except the welcome code below):

• Free shipping on every order over $75.
• 10% off when your order total is over $90.
• Buy-2 deals (like 2 Cooling Mats or 2 Pet Collar Cameras) take an extra 5% off those items.
• Bundles save you 10% versus buying the items on their own.
• First-time buyers get a 5% welcome code for joining our email list.

Can I combine discounts?

Free shipping always applies on top. A Buy-2 deal (5%) — or, for first-time customers, your 5% welcome code — stacks with the 10% off, so you can save up to 15% on those items. To keep our pricing fair, the two 10% offers don't combine with each other — a bundle's built-in 10% won't add to the over-$90 10% — so the most you'll save on a single item is 15%.

Payments

Is checkout secure?

Yes. Checkout is encrypted and handled securely through Shopify, so we never see or store your full card details.

What payment methods can I use?

The payment options available to you are shown at checkout.

Contact

How do I reach you?

Email sowthbrand@gmail.com and a real person will get back to you — every message is read and handled individually by our team.

How long does it take to hear back from support?

We aim to respond to all inquiries within 1–3 business days. If you contact us on a weekend or holiday, we'll get back to you on the next business day. During busier periods it may take a little longer, but every message is reviewed by a real person and handled on a case-by-case basis. We always do our best to assist as quickly as possible and appreciate your patience.