Frequently Asked Questions (FAQ)

SHIPPING & DELIVERY

How much is shipping?
We are pleased to offer Free Standard Shipping on all orders delivered within the 48 contiguous United States. No minimum purchase required.

Where do you ship?
We currently ship exclusively to physical street addresses within the 48 contiguous United States and Washington D.C. We do not ship to Alaska, Hawaii, U.S. Territories, APO/FPO, or P.O. Boxes at this time.

How long will it take to get my order?
Because we curate directly from independent artisan ateliers and specialized design partners across the U.S. and Europe, delivery windows vary depending on product origin:

• Domestic U.S. Gear & Apparel (GF Pet, Pawsome Pets, Jaqua, Knotty Pawz):
  Processing: 1–3 business days | Transit: 2–5 business days | Estimated Delivery: 3–8 business days.

• Artisan European Wool & Beds (Handcrafted in Poland by Mellow Pet Store):
  Processing: 1–3 business days | Transit: 3–5 business days via tracked air courier | Estimated Delivery: 5–8 business days.

• Select Specialty Items (Urban Crossbody Carriers & Select Accessories):
  Processing: 1–4 business days | Transit: 7–10 business days | Estimated Delivery: 8–14 business days.

You will receive an automated tracking link as soon as each piece is dispatched.

I ordered multiple items, but only received one. Where is the rest?
To guarantee authentic quality and fast dispatch, we partner with specialized regional ateliers and brand partners. If your order contains items from different makers (for example, a wool bed from Europe and a leather leash from New York), they will ship in separate packages. You will receive dedicated tracking numbers for each shipment at no additional cost.

RETURNS & REFUNDS

What is your return policy?
We want you and your companion to love every piece. We accept returns on unused, unwashed items in original packaging with all tags attached within 14 days of delivery. For hygiene and safety reasons, beds, carriers, and apparel that show signs of pet hair, wear, or washing cannot be returned. Return shipping costs are the responsibility of the customer unless the item arrives damaged or incorrect.

What if my item arrives damaged or defective?
If your order arrives damaged or with any manufacturing flaw, please contact us within 48 hours of delivery at support@justtzu.com with clear photos of the defect and packaging. We will promptly arrange a complimentary replacement or issue a full refund.

Can I cancel or modify my order?
Our fulfillment system transmits orders directly to makers to ensure prompt dispatch. If you need to make changes, please reach out to us within 1 hour of placing your order. Once an item has entered fulfillment, it cannot be canceled prior to delivery.