Shipping
How long will my order take?
Processing takes 3 to 5 business days and transit takes another 8 to 12 business days, so plan on 11 to 17 business days in total. Business days do not include weekends or public holidays.
Where does my order ship from?
From our supplier's warehouse in China. Nothing ships from a warehouse inside the United States.
What does shipping cost?
$7.95 flat. Orders that reach $60 after any discount ship free.
Is there a cut-off time?
Yes. Orders placed before 6:00 PM Mountain Time, Monday through Friday, start processing the same business day. Anything after that, or on a weekend or holiday, starts the next business day.
Where do you ship?
The 48 contiguous United States and the District of Columbia. We do not ship to Alaska, Hawaii, Puerto Rico, other United States territories, or APO, FPO and DPO military addresses.
Do you ship to a P.O. Box?
Yes. P.O. Box orders travel with USPS, because FedEx does not deliver to a P.O. Box.
Will I be charged customs or duty?
No. Import duties are included in the price you pay at checkout.
Returns and exchanges
How long do I have?
30 days from the date the parcel was delivered.
What condition does the item have to be in?
If you changed your mind, the item must be unused, unchewed and back in its original packaging with everything that came with it. A toy that a pet has played with cannot be resold, so it cannot be accepted as a change-of-mind return. If the item arrived faulty, damaged or wrong, those conditions do not apply; send us a photo.
Who pays for the return?
We do. Email support@winterrealmx.com first and we send you a prepaid return label. There is no restocking fee.
Do I get the original shipping back?
If you are returning because you changed your mind, the original $7.95 shipping charge is not refunded. If the item arrived faulty or we sent the wrong one, you get everything back.
Can I exchange instead?
Yes, for a different size or color of the same product, subject to availability.
When do I see the money?
We issue the refund within 5 to 7 business days of the returns warehouse receiving your parcel. Your bank or card issuer then takes a further 3 to 10 business days to post it.
Where do returns go?
9550 Satellite Blvd Ste 150, Orlando, FL 32837. Do not send a parcel there without emailing us first, or we cannot match it to your order.
Orders and payment
Can I cancel?
Yes, within 24 hours of placing the order. After that it is with the warehouse.
What can I pay with?
The payment methods shown at checkout. Your full card number is handled by our payment processor and is never stored by us.
Toys and play
How do I pick the right size toy?
See our Toy Guide. In short: choose a toy too big to fit fully inside your pet's mouth, and check the size and weight range on the product page.
Are the toys indestructible?
No toy is. Supervise play, check toys regularly and throw away anything that is torn, cracked or small enough to swallow.
How do I reach a person?
Email support@winterrealmx.com or call +1 719 201 8795. Email is answered within 24 hours.