The Long & Low Promise
At Long & Low, we believe enrichment should be simple, safe, and enjoyable, for both you and your pet.
Every product we create is thoughtfully designed with quality, functionality, and everyday adventures in mind. We stand behind what we make and are committed to providing products we'd confidently use with our own pets.
If something isn't right, we'll do our best to make it right. Whether you have a question, need product support, or experience an issue with your order, we're here to help with honest communication and thoughtful solutions.
Thank you for trusting Long & Low to be part of your pet’s journey.
Frequently Asked Questions
Everything you need to know about your order, our products, shipping, returns, and caring for your Long & Low essentials.
Orders & Shipping
Every Long & Low order is carefully packed by our small team. Please allow up to 3 business days for us to process and prepare your order for shipment. Once your order ships, you'll receive a confirmation email with tracking information.
Shipping times vary depending on your location and the shipping method selected at checkout. Estimated delivery times will be provided once your order ships.
We occasionally offer free shipping promotions. Any current offers will be displayed on our website at checkout.
If your order hasn't shipped yet, please contact us as soon as possible. While we'll do our best to accommodate changes, we can't guarantee modifications once an order has begun processing.
At this time, we only ship within the United States. We hope to expand in the future!
Returns & Refunds
We accept returns within 30 days of delivery for unused items in their original packaging.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or we sent the wrong product.
Once we receive and inspect your return, refunds are typically processed within 5–10 business days back to your original payment method.
If your item is unused, we'd be happy to help with an exchange when possible. Contact us and we'll guide you through the process.
Product Questions
Our enrichment products are made from food-grade, BPA-free silicone that is designed to be durable and easy to clean.
Yes! Our silicone enrichment products are top-rack dishwasher safe.
Absolutely! Freezing soft foods can help extend enrichment time and provide an extra challenge for your pup.
Our enrichment products work great with things like:
- Peanut butter (xylitol-free)
- Plain Greek yogurt
- Pumpkin purée
- Wet dog food
- Hydrated kibble
- Cottage cheese
- Dry kibble
- Mashed banana
- Homemade enrichment recipes
Always introduce new foods gradually and consult your veterinarian if your pet has dietary restrictions.
Yes! Kibble can be used on its own or mixed with wet food, yogurt, or broth for added enrichment.
Yes! Puppies can enjoy our enrichment products under supervision. Always choose foods appropriate for your puppy's age and chewing habits. Plus we offer a mini slow feeder to make things easier as well.
Many cats enjoy enrichment mats as well! Be sure to use cat-safe foods and supervise your pet during use.
No. While our products are made from durable materials, they are not intended to be used as chew toys. Always supervise your pet during use and discontinue use if the product becomes damaged.
Product Care
Wash with warm, soapy water or place it on the top rack of your dishwasher. Allow it to dry completely before storing.
Store your product in a cool, dry place away from direct sunlight when not in use.
Safety
Yes. We recommend supervising your pet whenever they use an enrichment product.
Discontinue use immediately if the product becomes torn, cracked, or otherwise damaged, and contact us if you believe it's due to a manufacturing defect.
Support
We're always happy to help! Reach out to us anytime through our Contact page or email us at support@shoplongandlow.com, and we'll get back to you as soon as possible.
We aim to respond to all customer inquiries within 1–2 business days.