Frequently Asked Questions
ORDERS & SHIPPING
How long does shipping take?
Orders are processed within 1–3 business days. After your order ships, delivery usually takes 7–15 business days. Holidays and busy seasons can cause delays. You will receive a tracking number by email once your order ships.
Is shipping free?
Yes. We offer free standard shipping on all orders within the 50 US states and Washington, D.C.
Where do you ship?
We currently ship to the 50 US states and Washington, D.C. We do not ship to US territories or outside the United States.
How can I track my order?
When your order ships, we email you a tracking number. Tracking updates can take 2–5 days to appear after the first scan.
Can I change or cancel my order?
To change or cancel an order, email support@trengoshop.com as soon as possible with your order number. If the order has not shipped yet, we will cancel it and refund you in full. Once an order has shipped, we are not able to cancel it, and our return process applies after delivery.
My tracking has not moved or my package has not arrived. What should I do?
Tracking can take 2–5 days to show updates after the first scan. If tracking shows no movement for 10 days, if it says delivered but you did not receive it, or if your order has not arrived 20 business days after it shipped, email support@trengoshop.com with your order number. We will investigate with the carrier and arrange a replacement or a full refund.
RETURNS & REFUNDS
What is your return policy?
You can contact us within 14 days of delivery to request a return or refund if you changed your mind. Items must be unused and unopened, in the same condition you received them. For change-of-mind returns, the customer pays the return shipping. For hygiene reasons, opened grooming products and items that have touched a pet cannot be returned unless they are defective. See our Refund Policy for full details.
My item arrived damaged or is not what I ordered.
Email us within 14 days of delivery with your order number and clear photos or a short video. We will send a replacement or give you a full refund, including the original shipping cost. In most cases you do not need to send the item back.
Do I need to send the item back?
Please do not send anything back until we confirm the next step by email. In many cases we can offer a partial refund and keep for damaged or incorrect items we offer a replacement or full refund. For minor issues, we may offer a partial refund and let you keep the item, only if you agree.”
How long do refunds take?
Approved refunds go back to your original payment method within 5 to 10 business days. Your bank may need extra time to show the credit.
PRODUCTS
How do I choose the right size?
Please check the size information on each product page before ordering. If you are between sizes, choose the larger size or email us and we will help.
Are your products safe for my pet?
We choose products for everyday home use, but every pet is different. Always supervise your pet when trying a new item, stop using it if you notice irritation, and speak to your vet about any health concerns.
Where do your products come from?
We work with trusted fulfillment partners. Depending on the product, your order may ship from a warehouse in the United States or from an overseas warehouse. The estimated delivery time for your order is shown in our Shipping Policy, and you will get a tracking number by email once it ships.
PAYMENTS & DISCOUNTS
What payment methods do you accept?
Accepted payment methods are shown at checkout. All payments are processed securely.
How do I get 10% off my first order?
Join our email list at the bottom of any page. We will email you a discount code for your first order.
CONTACT
How can I contact you?
Email us at support@trengoshop.com. We reply within 2 business days (Monday to Friday). Please include your order number so we can help faster.