FAQ
Welcome to the Amani Reign help desk. If you don't find your answer below, email us at info@amanireign.com — we reply within 48 hours.
Orders & Shipping
How much is shipping?
Orders over $65 ship free, worldwide — the threshold is shown in your local market currency at checkout ($65 CAD for Canadian shoppers, $65 USD for US shoppers, automatically converted for international shoppers).
For orders under the free-shipping threshold, standard shipping is typically $8 (in your local market currency) for Canada, the United States, the United Kingdom and Australia, and $11 for other international destinations. The exact rate is calculated and shown at checkout based on your destination.
When will my order arrive?
We ship from two sources, so your timeline depends on which products you order:
- Products fulfilled by our Canadian supply partners (Shopify Collective): typically 3–7 business days within Canada, 5–10 business days to the US. These items ship via Canada Post, Purolator, or a regional courier and you'll get a real-time tracking link in your shipment email.
- Products shipped from our overseas supply network: typically 11–19 business days to Canada and the US, and 11–22 business days internationally. During high demand seasons (holidays, sales) some items may take up to 22 business days.
If your cart mixes the two, your order may arrive in more than one package — we'll send a separate shipment confirmation for each. Full details are in our Shipping Policy.
How do I track my order?
Once your order ships you'll receive a confirmation email with a tracking number and a link to follow it. Tracking is usually available within 24 hours of shipment for Canadian Collective orders and within 2–3 business days for overseas orders.
You can also view your orders anytime by signing into your account at amanireign.com/account.
Lost your tracking number? Email info@amanireign.com with your full name and shipping address and we'll resend it.
Can I change or cancel my order?
Yes, if you reach us quickly. Orders enter fulfillment within a few hours of being placed, so we need to hear from you within 6 hours of checkout. After that, the order has already been picked and we can no longer modify or cancel it.
What we can change within that window: shipping address, name, email, and phone number on the order. Email info@amanireign.com with your order number and the change you'd like.
Will I have to pay customs or duties on my order?
For orders shipped within Canada or the United States: no additional fees.
For international orders: customs duties, taxes, and brokerage fees may apply on delivery, set by your country's customs authority. These charges are not collected at checkout and are the responsibility of the recipient. If you're unsure, check your country's customs threshold before ordering — most allow gifts and small parcels through duty-free.
Returns & Problems
What's your return and refund policy?
We offer a 100-day return window from the date you receive your item. That's longer than most pet retailers, and it covers both "I changed my mind" returns and products that stop working within those 100 days.
Two things to know:
- If you're returning a non-defective item, you cover the return shipping cost. Original shipping fees are not refunded.
- Custom and personalized items, and gift cards, cannot be returned.
To start a return, email info@amanireign.com with your order number. Full terms in our Refund & Return Policy.
My item arrived damaged or doesn't work. What do I do?
Email info@amanireign.com within 7 days of delivery with:
- Your order number
- A short video showing the damage or the product not working
We'll either ship a free replacement or issue a refund to your original payment method, usually within 3 business days of approving the claim. The 7-day window applies specifically to damage-on-arrival and dead-on-arrival reports — your broader 100-day return window still covers items that develop a problem later.
What if my package is lost in transit?
If your tracking has stopped updating or your package never arrives, email us and we'll investigate with the carrier. Confirmed lost packages get a free replacement at no cost to you.
One thing to note: once a package is delivered to your address (or to a courier hold location and made available for pickup), it becomes your responsibility. If you miss the pickup window and the courier returns the package as undeliverable, we can't issue a refund — but we're happy to help arrange a re-ship at cost.
Do you offer replacements?
Yes — for damaged, defective, or lost items, replacements ship within 7 business days of your claim being approved. Free shipping on all replacements.
Product & Trust
Are your products safe for my pet?
All products we list are reviewed before being added to the store. Items from our Canadian supply partners are sourced through Shopify Collective from vetted Canadian brands, many of which use pet-safe certifications (BPA-free, food-grade silicone, non-toxic dyes, etc.) noted in the product description.
For imported items, we check supplier ratings and product reviews, but always read the product description for material specifics. If a product description doesn't answer a safety question you have, email us before ordering and we'll find out.
Where do your products ship from?
We're honest about this: it depends on the product. Some of our catalog — especially treats, food-related items, and many of our newer additions — comes from Canadian suppliers via Shopify Collective and ships from within Canada. Other products come from our overseas supply network, which lets us keep prices competitive on items that would otherwise be much more expensive.
The shipping speed shown on each product reflects where it ships from. If fast delivery matters to you, look for products tagged as Collective or filter by Canadian-shipped items.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, and Diners Club. We also support Shop Pay, Apple Pay, and Google Pay for one-tap checkout. International shoppers can use Bancontact and iDEAL at checkout.
All payments are processed securely through Shopify Payments — we never see or store your card details.
About Amani Reign
What does "Amani Reign" mean?
"Amani" means peace in Swahili. We chose it because that's what we want for every pet whose home we get to be part of — a peaceful, cozy reign over their little corner of the world. The brand is built around helping pet parents create that.
How do I contact you?
The fastest way is email: info@amanireign.com. We reply within 48 hours, usually faster on weekdays. You can also use the form on our Contact Us page.
Last updated: May 2026.