FAQs
Orders & Payment
Q: How do I place an order? Simply browse our store, add your favourite items to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment details and confirm your order. It's that easy.
Q: What payment methods do you accept? We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as Apple Pay and other payment methods displayed at checkout.
Q: Can I cancel or modify my order after placing it? We process orders quickly, so please contact us as soon as possible if you need to make changes. Once an order has been dispatched, we are unable to cancel or modify it.
Q: Will I receive a confirmation after placing my order? Yes. You will receive an order confirmation email as soon as your purchase is complete. Please check your spam or junk folder if you don't see it in your inbox.
Shipping & Delivery
Q: Where do you ship to? We currently ship to the United States and Australia. We are working on expanding to more countries soon — stay tuned!
Q: How long will my order take to arrive? Orders typically arrive within 8–16 business days from the date of dispatch. Please note that delivery times are estimates and may vary during peak periods or due to carrier delays.
Q: How do I track my order? Once your order has been shipped, you will receive a tracking number via email. You can use this to monitor your delivery at any time.
Q: My tracking hasn't updated in a few days — is that normal? Yes, this is common with international shipments. Tracking may pause during transit or customs processing. If your order hasn't arrived after 20 business days, please contact us and we'll look into it for you.
Returns & Refunds
Q: What is your return policy? We accept returns within 30 days of receiving your order. Items must be unused, in their original condition, and in original packaging. Simply email us to get started and we'll provide a prepaid return shipping label.
Q: My item arrived damaged — what do I do? We're so sorry to hear that. Please email us with your order number and clear photos or video of the damage as soon as possible. We'll review your case and arrange a full refund or replacement promptly.
Q: How long does it take to receive my refund? Once we confirm receipt of your returned item, your refund will be processed within 5–10 business days depending on your bank or payment provider.
Q: The product I received doesn't match the description — what should I do? Please reach out to us with photos of the item received and your order details. We take all product concerns seriously and will work to resolve the issue as quickly as possible.
Products
Q: Are your products safe for pets? Absolutely. Every product in our store is carefully selected with your pet's health and safety as the top priority. We only carry items made from pet-safe, non-toxic materials.
Q: Do your products come with a warranty? Warranty terms vary by product. Please refer to the individual product page for specific warranty information, or contact us if you have a question about a particular item.
Q: The product I want is out of stock — will it come back? We do our best to restock popular items. You can reach out to us to ask about a specific product and we'll let you know as soon as it becomes available again.
General
Q: How do I contact Calla Co? You can reach us by email at support@callaco.store. We aim to respond to all enquiries within 1–2 business days.
Q: Do you have a physical store? We are currently an online-only store. This allows us to keep our prices competitive and our product selection fresh for pet parents everywhere.
Q: How do I stay updated on new arrivals and promotions? Subscribe to our newsletter at the bottom of our homepage to be the first to know about new products, exclusive deals, and pet care tips delivered straight to your inbox. 🐾
