Carrot Snuffle Mat (Squeaky Puzzle Toy)

At Mocapet, every order is made with care — especially when it’s personalized for your pup 🐾

Below you’ll find everything you need to know about our shipping times and delivery process.

📦 Processing & Production Time

All personalized items are carefully crafted in our workshop.

✨ Please allow an additional 6–7 business days for us to create and engrave your custom piece (nameplate, tag, or collar).

Non-personalized items are processed within 1–2 business days.

🚚 Estimated Delivery Times (after dispatch)

Delivery times start once your order has been shipped.

🚀 Shipping Options

📍 Order Tracking

As soon as your order ships, you’ll receive a tracking number by email so you can follow your package every step of the way.

🌍 International Shipping

We proudly ship worldwide. Depending on your country, customs duties or import fees may apply. These charges are set by your local authorities and are the responsibility of the customer.

⚠️ Important Information

Please double-check your shipping details and personalization before placing your order. Since each item is made just for your pet, we begin production quickly and may not be able to make changes afterward.

💛 Thank you for trusting Mocapet to create something special for your pup.

At Mocapet, we design every piece with love, care, and your pup in mind 🐾

We stand behind the quality of our products and want you to feel 100% confident with your purchase. That’s why we offer a simple, reassuring warranty for all Mocapet items.

💛 Lifetime Legibility Guarantee

For all personalized collars & tags

Your pet’s name and details should always be clear and easy to read — because their safety matters.

• What’s covered: We guarantee that the engraving on your personalized collar or tag will remain readable for your pet’s lifetime.
• If it fades: We’ll send you a one-time free replacement of the same item — no stress, no hassle.

🛠 12-Month Hardware Warranty

We use durable, high-quality materials — but in rare cases, manufacturing issues can happen.

• What’s covered (within 12 months):
• Broken buckles or D-rings
• Defective stitching or rivets
• Faulty leash clasps
• What we’ll do: We’ll repair or replace your item free of charge.

⚠️ What’s Not Covered

To keep things fair and transparent, the following are not included:

• Chewing or biting: Even the strongest materials aren’t chew-proof
• Normal wear: Fading, scratches, dirt, or odors over time
• Misuse: Using collars or leashes outside normal walking use
• Sizing issues: Incorrect measurements or pets outgrowing items

🧸 Dog Toys Policy

Playtime can get intense — we get it 😄

Dog toys come with a 30-day satisfaction guarantee:

• If there’s a manufacturing defect (e.g. stitching comes undone without heavy chewing), we’ll replace it
• Damage from normal or aggressive chewing is not covered

📩 How to File a Claim

If something doesn’t seem right, we’re here to help.

1. Take photos: 2–3 clear pictures of the issue
2. Email us: support@mocapet.com with your order number
3. We review fast: Our team will get back to you within 48 hours

If approved, we’ll send your replacement right away 💛

Because your pup deserves the best — and so do you.

At Mocapet, we want you and your furry friend to be 100% happy with your purchase. Since we specialize in personalized items, please read our policy below regarding returns and exchanges.

1. Return Window

You have 30 days from the date of delivery to request a return or exchange.

2. Custom Products (Dog Collars & Tags)

Because our Custom Dog Collars and Dog Tags are uniquely made for your pet (with specific names, phone numbers, or sizes), we handle these differently than standard items:

• Manufacturer Error: If we made a mistake on the engraving or sent the wrong size/color, we will send a 100% free replacement immediately. No need to return the original.

• Customer Error (Wrong Size/Spelling): Since personalized items cannot be resold, we cannot offer a full refund for customer errors. However, we offer a "One-Time Correction" discount—contact us, and we will send you a replacement at 50% off the retail price.

• Change of Mind: We do not accept returns for personalized items due to a change of mind.

3. Non-Custom Products (Dog Toys & Accessories)

Standard items like dog toys can be returned for a full refund or exchange if:

• The item is in original, unused condition with tags and packaging.

• The item is free of pet hair, odors, or bite marks.

• Return Shipping: For non-defective returns, the customer is responsible for the return shipping costs.

4. Damaged or Defective Items

If your order arrives damaged during transit, please take a photo and contact us at support@mocapet.com within 48 hours of delivery. We will arrange a replacement or full refund at no extra cost to you.

5. How to Start a Return

1. Email support@mocapet.com with your Order Number and photos of the item.

2. Our team will respond within 1–2 business days with return instructions.

3. Once the return is received and inspected, your refund will be processed to your original payment method within 5–7 business days.