FAQs
Shipping & Delivery
Where do you ship? We ship to addresses in the United States only.
How much is shipping? Standard shipping is $6.95. Orders over $99 ship free. Express ($14.95) and Priority ($19.95) options are available at checkout.
How long will my order take? Standard: 5–8 business days. Express: 2–3 business days. Priority: 1–2 business days. Orders placed before 12PM Eastern are usually processed the same business day.
Do you ship from inside the United States? Yes. Our stocking partners hold inventory in US warehouses, so orders ship domestically — no customs clearance and no import charges for you.
How do I track my order? You'll receive a shipping confirmation email with a tracking number as soon as your order is dispatched. Tracking can take 24–48 hours to activate.
My tracking hasn't updated. What now? Tracking can sit still for 1–2 business days between carrier scans. If there's been no movement for 3 business days, email us and we'll investigate with the carrier.
Returns & Refunds
What is your return window? 30 days from the delivery date.
What condition must the item be in? Unused, undamaged, and in the original packaging with all accessories and parts included.
What if the item arrived damaged, defective, or was wrong? Email us within 30 days. We cover return shipping in those cases — we'll send a prepaid label or arrange a replacement.
What if I simply changed my mind? You may return the item within 30 days. Return shipping is paid by you, and a refund is issued once we receive and inspect the item.
Are there items you cannot accept back? For hygiene reasons, we cannot accept used grooming tools, brushes, or feeders that cannot be resold. Unused, unopened items in original packaging are fine.
How long do refunds take? Refunds are issued to the original payment method within 5–10 business days of the returned item being received and inspected.
Products & Setup
Do your smart devices need an app or WiFi? Some do. Every product page states plainly whether the item requires a smartphone app, a WiFi connection, or neither. Check the product description before ordering — we do not hide this.
Do the devices work with 5GHz WiFi? Requirements differ by model and are listed on each product page. Most connect on 2.4GHz. If you're unsure, email us with the product name before ordering and we'll confirm.
Is a smartphone required? Only for products flagged as app-controlled. Non-connected items work straight out of the box.
What if my app won't connect? Email us. Most connection issues are resolved by confirming the network band (2.4GHz vs 5GHz) and following the pairing steps on the product page.
Do you sell pet food, treats, or supplements? No. We carry hardware and accessories only — beds, feeders, grooming tools, enclosures, and connected devices.
What sizes do you stock? Sizing varies by product and is listed on each page. Where an item is sized for pets, we state the recommended weight or breed range.
Orders & Payment
Which payment methods do you accept? All major credit and debit cards. Available options are shown at checkout.
Can I change or cancel my order? Email us as soon as possible. We can change or cancel an order before it is dispatched. Once it has shipped, our standard return process applies.
Do you charge sales tax? Sales tax is calculated at checkout based on your shipping address.
Do you offer discounts or bundle pricing? Yes — our bundles are priced below buying the same items separately. See the Bundles collection.
Support
How do I contact you? 📧 support@gate16.shop
How quickly do you reply? Within 24 hours, Monday to Friday.
Who are you? Gate 16 is operated by 4arrows Co. Ltd, Hong Kong. See our About page for details.