Please measure your pet before ordering and compare the measurements with the size chart on the product page. Consider your pet’s length, height, and weight—not weight alone. Your pet should have enough space to sit, lie down, and turn around comfortably.

If you are unsure which size to choose, contact us with your pet’s measurements and we’ll be happy to help.

For body length, measure your pet from the base of the neck to the base of the tail. For height, measure from the floor to the top of the head. Please also check your pet’s current weight and compare all measurements with the size guide provided on each product page.

Yes, our carriers are suitable for dogs and cats, provided the chosen carrier fits your pet’s measurements and weight. Please check the size and weight limits on each product page, as they may vary between designs.

For cats, we generally recommend choosing a fully closable carrier with mesh panels for ventilation and added security.

Place the carrier open in a familiar area and let your pet explore it at their own pace. Add a favorite blanket, toy, or treats to help create a positive association. Begin with short practice sessions at home before using the carrier for a longer journey.

Orders are normally prepared for shipment within 1–2 business days after payment has been confirmed. Personalized and custom-made products may require additional processing time, as stated on the relevant product page.

Business days exclude weekends and Lithuanian public holidays. Processing may take slightly longer during busy periods.

Estimated delivery times depend on the destination:

• Lithuania: 1–2 business days
• EU countries: approximately 3–9 business days, depending on the country
• United Kingdom: 5–9 business days
• Switzerland and Norway: 5–8 business days
• Canada: 7–15 business days
• United States: 6–15 business days
• Other destinations: 10–20 business days

Processing and delivery times are separate. Delivery estimates begin when your order is dispatched. These times are approximate and may be affected by postal disruptions, weather, public holidays, customs processing, or other circumstances outside our control.

Please see our Shipping Policy for country-specific estimates.

Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

For orders sent by registered postal service, tracking may be limited while the parcel is in transit. Updates usually appear when the parcel leaves Lithuania and resume when it reaches the destination country. Transit countries may not always be shown.

EU customers: Orders are shipped from Lithuania, so no additional customs duties or import taxes apply to deliveries within the EU.

U.S. customers: Orders are sent DDP (Delivered Duty Paid). Applicable import duties, taxes, and customs fees are included, so you will not be charged additional import fees upon delivery.

Other international customers: Orders delivered outside the EU may be subject to local customs duties, import taxes, or handling fees. These charges are the customer’s responsibility and are determined and collected by the destination country’s customs authorities. Customs processing may also delay delivery.

If your estimated delivery window has passed, please check the tracking information first. Temporary gaps in postal tracking do not necessarily mean that a parcel has been lost.

If there have been no updates for an extended period, contact us at info@muffinandberry.com with your order number. We will investigate the shipment with the delivery provider. A replacement or refund may be arranged once the parcel has been officially confirmed as lost.

If tracking shows that your package was delivered but you cannot locate it, please check with members of your household, neighbors, and the local delivery provider before contacting us.

Please contact us at info@muffinandberry.com as soon as possible if you need to change or cancel your order. We may be able to accommodate your request if production, packing, or shipping has not yet started.

Once an order has entered production or been dispatched, changes or cancellations may not be possible. Personalized and custom-made orders cannot be cancelled once production has started.

Yes. You may request a return or exchange within 14 calendar days of receiving an eligible product. After contacting us, the product must be dispatched back within 14 calendar days.

Returned products should be unused, unwashed, clean, and free from pet hair, odors, stains, or other signs of use. All original tags, parts, and accessories should be included.

Personalized and custom-made products cannot be returned or exchanged unless they arrive damaged, defective, incorrect, or applicable consumer law provides otherwise.

Email us at info@muffinandberry.com within 14 calendar days of delivery. Include your order number and the product you wish to return or exchange. We will provide the correct return address and detailed instructions.

Please do not send the product before contacting us. The customer is responsible for return shipping and, in the case of an exchange, the cost of shipping the replacement product. We recommend using a trackable delivery service and keeping your proof of postage.

Refunds are issued to the original payment method. We may withhold the refund until we receive the returned product or adequate evidence that it was dispatched to the correct return address, whichever occurs first.

Once either requirement has been met, we normally process the refund within 2–3 business days and notify you by email. Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

The customer is responsible for return shipping costs when returning or exchanging a product because of a change of mind, an incorrect size selection, or another personal reason.

If the product arrived damaged, defective, or incorrect, Muffin & Berry will cover the reasonable return shipping cost where required by applicable law.