Frequently asked questions
Everything about sizing, shipping and returns. If your question is not here, the team is one message away.
Shipping and delivery
When does my order ship?
Every order leaves our warehouse within 1-2 business days. You will get a tracking link by email the moment the parcel is scanned by the carrier.
How long does delivery take?
Most orders arrive in 5-8 business days after they ship. Rural addresses and holiday weeks can add a couple of days.
How much is shipping?
Nothing. Delivery is free on every order, with no minimum spend.
Where do I track my order?
Drop your tracking number into our tracking page and you will see the latest scan. The number is in your shipping confirmation email.
I have not had a confirmation email.
Check your spam and promotions folders first, the confirmation is automatic and goes out within minutes. Still nothing? Email support@tryduven.com from the address you ordered with and we will resend it.
About the bowl
Which size should I get?
Two sizes. The small bowl suits cats and dogs up to roughly 10 kg. The medium and large bowl suits everything above that, from beagles to retrievers. If your dog sits between the two, size up.
What makes it orthopedic?
The bowl is raised and tilted so your pet eats with its head up and its neck straight, instead of craning down at the floor. That means less strain on the neck and shoulders, and less air swallowed with every mouthful.
Will it help with whisker fatigue?
Yes. The dish is wide and shallow, so whiskers never press against the sides. Cats that used to paw food onto the floor tend to stop.
What is it made of, and can it go in the dishwasher?
Food-grade, BPA-free material with a non-slip base. Top-rack dishwasher safe, or rinse it under the tap in seconds.
Does it slide around while they eat?
No. The grippy base keeps it planted, even with an enthusiastic eater pushing into it.
Wet food, dry food, or both?
Both. Kibble, wet food, raw and water all work, and the smooth interior wipes clean without anything getting stuck in a corner.
Returns, refunds and payment
What if my pet will not use it?
Then it is not for you, and we will make it right. You have 30 days from delivery on everything we sell.
How do I start a return?
Email support@tryduven.com with your order number and a line about what went wrong. We reply with instructions the same or next business day.
When will I see my refund?
Refunds are issued to the original payment method once the return is received. Banks usually show the money within 3-5 business days after that.
Can I change or cancel my order?
If it has not shipped, yes. Email us straight away with your order number and we will catch it before it leaves.
Which payment methods do you take?
All major cards, plus Shop Pay, Apple Pay, Google Pay and PayPal. Checkout runs on Shopify, so your card details never touch our systems.
How do I reach a real person?
Use the contact page or email support@tryduven.com. No bots, no ticket queue, just us.
Ask us anything
One message, one human, one answer. Usually within a few hours.