Orders/Shipping
What is your processing time?

Processing time is 5-7 business days. This timeframe applies to the preparation and packaging of your order before it ships.

Processing time does not include shipping transit time, which varies based on the carrier and delivery location.

Please note:

  • Processing times may be extended during sales, launches, or high-volume periods
  • Custom or made-to-order items may have longer processing times, which will be noted in the product listing

We always do our best to get orders out as quickly as possible while maintaining quality and care. Thank you for your patience and support
What if my order arrives damaged?

If your order arrives damaged, please contact us within 48 hours of delivery with your order number and clear photos of the damaged item and packaging.

Once we review the information, we’ll work with you to resolve the issue as quickly as possible. This may include a replacement or another appropriate solution, depending on the situation.

Damage that occurs due to carrier handling is outside of our control, but we’re always happy to assist with next steps and provide any information needed for claims.
Do you ship internationally?

Yes, we do offer international shipping to select countries.

International shipping rates and delivery times vary based on destination and are calculated at checkout. Please note that customs fees, duties, and taxes are the responsibility of the customer and are not included in the shipping cost.

Once an order has shipped, we are not responsible for delays caused by customs processing or international carriers.
What is your return policy?

Due to the nature of our products, all sales are final.

We do not accept returns or exchanges on:

  • Custom or personalized items
  • Enrichment products that have been used
  • Treats or edible items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with your order number and photos of the issue. We’ll make it right as quickly as possible.

We encourage customers to carefully review product descriptions, sizing, and details before placing an order. If you have questions before purchasing, we’re always happy to help.
Can I exchange the size of my Stoppl?

Yes, we do offer size exchanges for Stoppls, as long as the item is unused and in original condition.

Customers are responsible for shipping costs associated with exchanges, including return shipping and reshipment of the correct size.

To request an exchange, please contact us within 48 hours of delivery with your order number. Once the original Stoppl is received and inspected, we’ll ship out the replacement size.

If your Stoppl arrives damaged or incorrect, please reach out within 48 hours with photos, and we’ll take care of it.

We strongly encourage reviewing our sizing guide before ordering. If you’re unsure which size is best, we’re always happy to help before checkout

I think my package is lost. What should I do?

If your tracking information hasn’t updated or your package appears delayed, please allow a few extra days, as carriers can experience delays beyond our control.

If your package has shown no movement for 7 business days or is marked as delivered but not received, please contact us with your order number and tracking details. We’ll help look into it and guide you on next steps.

Once an order has been handed over to the carrier, we are not responsible for delays, loss, or theft. However, we’re always happy to assist with filing a claim or providing any information needed to help locate your package.

We recommend checking:

  • Around your delivery location
  • With household members or neighbors
  • With your local post office

Thank you for your patience and understanding. Shipping hiccups are frustrating, and we’ll do our best to help where we can.
Can I cancel or change my order after placing it?

Because orders begin processing, we cannot guarantee cancellations or changes once an order has been placed.

If you need to request a change or cancellation, please contact us as soon as possible with your order number. If your order has not yet entered processing, we’ll do our best to help.

Once an order has been processed or shipped, it can no longer be canceled, changed, or edited.

We encourage customers to carefully review their order details, including items, sizing, and shipping information, before completing checkout.

Stoppls
What is a Stoppl?

Stoppls fit inside the Toppl to help hold food in place, making it more challenging for dogs (once frozen) to access and encouraging licking, problem-solving, and calm engagement.

Stoppls are not chew toys. Once toppl is frozen and you are ready to give to your pup, the Stoppl should be removed.
What’s the difference between the Stoppl and the Stoppl+?

Both Stoppl and Stoppl+ are plugs for the West Paw Toppl but they have a few key differences:

Stoppl

  • One piece
  • Durable, easy to clean, and beginner-friendly

Stoppl+

  • Upgraded version - two piece
  • Stoppl Plug + Interchangeable plate
  • Durable, easy to clean, saves storage space.
How do I care for my Stoppl?

Proper care helps keep your Stoppl safe, clean, and long-lasting.

Cleaning

  • Hand wash with warm water and mild dish soap
  • Use a soft brush or sponge to clean grooves and texture
  • Rinse thoroughly and allow to air dry completely

What to avoid

  • Do not place in the dishwasher
  • Do not soak for extended periods
  • Do not use harsh cleaners, bleach, or abrasive scrubbers

General care

  • Inspect your Stoppl regularly for signs of wear
  • Discontinue use if damage occurs
  • Always supervise your dog during enrichment time

Storage

  • Store in a cool, dry place when not in use
  • Avoid prolonged exposure to heat or direct sunlight
Why did my Stoppl break?

This can happen if a Stoppl is pulled or twisted to one side while frozen.

When frozen, the material becomes more rigid and less flexible. Applying force unevenly, especially pulling hard from one side, can create stress on the Stoppl and cause it to crack or break.

To prevent this:

  • Allow the stoppl to thaw for a few minutes before removal
  • Gently loosen it (wiggle back and forth) evenly from all sides, instead of pulling from one edge
  • Avoid twisting or bending while frozen
How do I choose the correct Stoppl size?

Stoppl sizing is based on the size of your West Paw Toppl®, not your dog’s breed or weight.

  • Small Stoppl → fits the Small Toppl
  • Large Stoppl → fits the Large & X-Large Toppl

We recommend matching the Stoppl size directly to the Toppl size you already use.

Helpful tips:

  • If your dog uses multiple Toppl sizes, choose the Stoppl that matches the Toppl you plan to use it with most often.
  • Using the correct size helps ensure a secure fit.
  • If you’re between sizes or unsure, feel free to reach out before ordering. We’re always happy to help guide you.
What materials are Stoppls made from?

Stoppls are made from PLA (polylactic acid), a plant-based plastic derived from renewable resources.

PLA is commonly used in food-related applications.

Important notes

  • Stoppls are not chew toys and are intended to be removed before giving toppl to your pet.
  • PLA can become more rigid when frozen and softer when exposed to heat
  • Avoid dishwashers, high heat, or prolonged sunlight exposure
Do you offer custom Stoppls?

Yes, we do offer custom Stoppls on select occasions.

Custom Stoppls may include:

  • Personalized colors
  • Special designs or themes
  • Limited edition variations

Important details

  • Custom orders are typically available during specific drops or by request and may have a longer processing time
  • Custom Stoppls cannot be exchanged or returned unless they arrive damaged
  • Requests are reviewed case by case to ensure quality and feasibility

If you’re interested in a custom Stoppl, please contact us with your ideas and preferences. We’ll let you know what’s possible and guide you through availability and pricing.

Enrich with Awareness
What is Enrich With Awareness?

Enrich With Awareness is a fundraiser initiative created to use enrichment and community to give back. Through this collection, $10 from each Awareness Stoppl is donated to organizations supporting the specific cause represented by that design.

Donations are made quarterly, and we share donation totals to remain transparent and accountable.

This initiative is rooted in empathy, lived experience, and a desire to support organizations doing meaningful work. It is not about politics or profit, it’s about care, awareness, and showing up in the ways we can.

Thank you for being part of enrichment that extends beyond the bowl
Are fundraiser items eligible for exchanges?

Fundraiser items, including those from our Enrich With Awareness collection, are not eligible for exchanges or returns.

Because a portion of each fundraiser item is donated to a designated organization, these items are considered final sale.

If your fundraiser item arrives damaged or incorrect, please contact us within 48 hours of delivery with your order number and photos, and we’ll be happy to help.

Rep Program
Do you have a rep or ambassador program?

Yes, we do have a rep and ambassador program.

Our program is community-focused and designed to celebrate creativity, enrichment, and connection. Openings are offered quarterly and shared through our social media.

When applications are open, we look for individuals who genuinely love enrichment, enjoy sharing their experience, and align with our values.

If you’re interested, we recommend:

  • Following us on social media
  • Watching for rep search announcements

We’re grateful for the interest and love from our community. Your support truly means the world to us
How do I apply?

Applications are open year round, you can apply by filling out our rep application form using the link below:

👉 https://forms.gle/8fr95CbgFg2ydBW69

Please be sure to complete all sections of the form. Applications are reviewed during each rep search period, and selected applicants will be contacted directly.