Fable Support & FAQs

Didn’t find what you need? Email us at help@fablepets.com

Shipping

Where do you ship?

We ship anywhere in the contiguous US and Canada. Join our mailing list for updates as we expand internationally.

When will my order ship?

U.S. Orders:

In-stock non-furniture items are typically fulfilled and shipped out within 2-3 business days unless otherwise noted on the website. Please note that orders placed on a Friday may not ship until Monday.

NOTE: Due to International supply chain disruptions, our Signature Crates are experiencing shipping delays.

While our Crates typically ship within a 4-8 week window, orders may experience additional shipping delays of up to 8-16 weeks

As a result of these delays we've made all shipping on crates free (up to $250 value) for a limited time.

Crates are delivered in the order they are purchased, secure yours now to ensure the earliest delivery.

Canada Orders:

In-stock non-furniture items are typically fulfilled and shipped out within 2-7 business days unless otherwise noted on the website.

Once the package has left the United States, it’s estimated to deliver to you within 10-14 business days.

Please note that expedited shipping to Canada is not available at this time.

Do you ship to PO Boxes?

We don’t ship to PO Boxes.

How much is shipping?

U.S. Orders:

Non-furniture items: We offer free standard shipping using UPS Surepost (5-10 business days) or UPS Ground (5-10 business days).

We also offer UPS Expedited (2-3 business days) shipping for non-furniture items (excluding the Crate), with the price varying by weight.

Please note that the transit time is 2-3 days depending on whether the order was placed before or after 10:30am EST.

Furniture items: UPS Ground shipping is $75 for the Small Crate and $95 for the Medium Crate.

Canada Orders:

We ship all products with DDP (duties and taxes prepaid up front), so you will not have to pay any additional duties and taxes once your order is shipped and on its way.

Shipping costs will be calculated at checkout depending on your address and weight of the order.

My tracking isn't working.

Oh no! We’re sorry. It can take 1-2 business days for tracking numbers to activate. If it’s still not working after a couple days, just e-mail us at help@fablepets.com and we’ll track down your order.

How can I change my shipping address?

We try to process orders very quickly, but please email us at help@fablepets.com and we’ll do our best to have the address updated before it is sent out.

Which carriers ship to Canada?

Canada orders are taken to the border by our partner Passport Shipping, then delivered by a local Canadian courier.

Can all products be shipped to Canada?

We cannot ship the Crate to Canada at this time. All other non-furniture items can be shipped to Canada. We’re hoping to include the Crates in the near future!

Returns & Exchanges

How do I place a return or exchange?

We always want you to love your items as much as we do! That said, if something isn’t right or you’re not completely satisfied, we're happy to initiate the return process on non-furniture items as long as it’s within 30 days. Just go to returns.fablepets.com and follow the prompts to download a prepaid shipping label.

What is your return policy?

We understand things don’t always work out. So we give you 30 days to return non-furniture items, no questions asked. If you have an issue after 30 days, please e-mail us at help@fablepets.com and we will do our best to make it right. Please note that because crates are large furniture items, they are non-refundable.

How long does it take to process a return?

For most items, it typically takes 1 week to process a return. Once the return is processed, we’ll refund your original form of payment and we’ll be sure to send you an e-mail notification so you know it’s gone through.

I received the wrong product, what do I do?

Please e-mail us at help@fablepets.com with a photo of what was received and we’ll take care of it right away.

Billing

When is my credit card charged?

Your credit card will be charged during order processing, typically 1-2 business days.

What forms of payment do you accept?

We accept credit card payments via Visa, Mastercard, Discover and American Express, as well as debit cards. We also accept payments via Fable Gift Card, PayPal, Afterpay, and Amazon Pay and Shop Pay.

I’m having trouble at checkout.

Reach out to our team at help@fablepets.com, and we’ll be happy to assist with any issues you may have!

Order Questions

How can I update my order?

We try to process orders quickly, but we’ll do our best to accommodate any changes to your order. The best way to update your order is to e-mail us at help@fablepets.com.

How can I check the status of my order?

To check the status of an order, sign into your account on our website and click “Orders” from the account menu. Your order status should appear. You’ll also receive an email with tracking information once your order is shipped out to you! Feel free to reach out to us at help@fablepets.com for an update if needed.

The Puffin™ Game

What size food/treats go in the Puffin™ Game?

The Puffin™ Game is suitable for most size kibble. Smaller snacks will be easier and larger sizes will be more challenging. We recommend kibble ~¾ of an inch in diameter. The top fins also accommodate spread treats (like peanut butter).

What are the guidelines for sizing?

The Puffin™ Game comes in one size and is suitable for most dog sizes. Its dimensions are: 6.25” tall x 4.75” diameter. It weighs 2.2 lbs.

How can I extend play time?

You can adjust the complexity setting (and increase the time it takes your dog to get all of the food out of The Puffin™ Game) by unscrewing the top and rotating in the inner aperture to a smaller hole.

Is the material food safe and BPA-free?

Yes! The material is made of FDA food-approved, strong silicone that is BPA-free.

Can I wash the inside?

Absolutely. You can unscrew the top and wash the interior components by hand or place them on the top rack of a dishwasher on a low-heat setting.

Any tips for teaching my dog how to play with this?

We recommend using the lowest complexity setting (rotate the inner aperture so the largest hole is facing outwards) and then putting a high-reward treat like peanut butter on the top fins to entice them to engage for the first several sessions.

How much food does it hold?

The Puffin™ Game holds between 1.5-2 cups of food, depending on the size of the kibble.

Will this withstand a power chewer?

This toy is made of a high strength silicone and is resistant to chewing (though it is not intended as a chew toy); however every dog plays differently and power chewers might bite through the exterior or break off small pieces. It is always best to keep a close watch on your dog just in case.

The Armadillo

Which size is best for my dog?

Small and Medium sized dogs can play with any of the three sizes. For Large dogs, we recommend only the Medium and Large sizes.

Please check the dimensions of each size to ensure your dog is unable to fully enclose any pieces in their mouth to avoid choking risk.

What are the dimensions of each piece and the fully assembled toy?

Individual pieces:

Smaller piece: 1.7” tall x 2.8” diameter

Connector: 1.8” tall x 2.7” diameter

Larger piece: 3.4” tall x 2.8” diameter

Assembled toy:

Small: 4” tall x 2.8” diameter

Medium: 5.6” tall x 2.8” diameter

Large: 7.5” tall x 2.8” diameter

What kind of treats best fit into the toy?

The Armadillo can be filled with spreads such as peanut butter, or larger treats such as natural chews, jerky, or biscuits.

How can I clean the Armadillo?

The toy can be taken apart and washed in the top rack of the dishwasher.

Is this toy safe for power chewers?

Although the toy is made from natural rubber to maximize durability, it is not recommended for power chewers.

Falcon Toy

Is the material food safe and BPA-free?

Yes! The material is made of FDA food-approved, high-strength TPU that is BPA-free.

Is this toy safe for power chewers?

We do not recommend this toy for power chewers. Although the material is very strong and resistant to chewing (though it is not intended as a chew toy), the arm will not stand up to power chewers. Every dog plays differently and it is always best to keep a close watch on your dog just in case.

What are the sizing guidelines for this product?

The Falcon toy is 6” x 4” and suitable for most dogs.

How does my dog get the hard treats out?

To get hard treats, kibble, or spray treats out of the Falcon “arm”, your dog will need to chew and squeeze the end.

Can the Falcon Toy be washed in the dishwasher?

We recommend washing toys in the sink using warm water, soap, and a bottle brush or toothbrush. For truly tough gunk removal, the Falcon toy is top-rack dishwasher safe, but try to skip the heated dry cycle.

Crate

When will my Crate ship?

The M Crate with the Acrylic Gate as well as the S and M Crates with White Gate ship within 1-3 weeks. However, the current lead time for the S Acrylic Crate is 4-8 weeks. The limited-edition Crate with the Walnut finish is made-to-order and expected to ship in 4-5 months.

Please note Crates are shipped separately from any non-Crate items in your order. You'll receive an email with tracking info once it's on the way! Once shipped, UPS Ground service takes about 5-10 business days to deliver.

Why is the Crate non-refundable?

We are unable to accept crate returns as we have no way of receiving large/furniture return shipments. Please keep in mind our crates are handmade, so there may be minor imperfections or variations in the wood as with any piece of furniture. Before purchasing a Crate, it is important you ensure the Crate is a good fit for your dog’s size and behavior, as our Crate may not work for every dog. Please e-mail us at help@fablepets.com if you have any questions about our Crate.

What if my dog is a chewer?

If your dog demonstrates serious chewing/destructive tendencies, particularly with furniture, our crate may not be the best option for you.

Which door should I get for my dog?

If your dog likes to see what’s going on and stay part of the action, we recommend the clear acrylic door. If your dog enjoys a bit of a cozier den and doesn’t mind a little me-time, we recommend the white gate.

Is it possible to swap out the door?

No, it is not possible to change the door since it’s connected to the roof of the unit. If you’re having any issues with the door and/or crate assembly, please reach out to help@fablepets.com with photos and a description of the issue. We’re always happy to help!

Is the Crate a good fit for my dog?

If your dog enjoys a cozy spot of its own to relax in, it’d be a great fit! If your dog is a bit more rambunctious, a known chewer, and/or fearful of being crated - it may not be the best option for them.

How long does it take to assemble the Crate? What tools are needed?

It should only take you about 20 minutes or so to assemble the crate. An allen wrench, screws, and instruction manual will be provided. Should be quick and easy!

Can the Crate be disassembled?

Yes, the crate can be disassembled by reversing the assembly instructions.

Is there a partition to make the Crate smaller during training?

No, we do not currently offer a training partition for the crate.

How should I clean my Crate?

A clean, damp cloth should be sufficient for regular cleaning. For more serious messes animal-safe wood cleaning solutions will work the same way they would for furniture or floors.

Why does it cost so much?

Our crates are handmade and one of a kind, and we are committed to paying our manufacturing partners fairly, utilizing high-quality/durable designs and materials, and investing in sustainable shipping practices. We continue to work with our production partners to adjust designs and processes in order to bring products to our customers at fair prices.

What are the sizing recommendations?

We generally suggest the XS/S crate for dogs weighing less than 25 lbs and M crate for dogs weighing 25-50 lbs.

**However, every dog is different and we strongly recommend measuring out the crate dimensions below to determine if it feels like the right size for your dog. Please note that because it is a large furniture item, we do not accept returns for the crate. **

The XS/S crate is approximately 26" deep x 20" wide x 23" high on the exterior. The interior dimensions are 24.5" deep x 18" wide x 20.5" high. The interior door mechanism is approximately 1 inch, so when the door is closed, the interior dimensions are 24.5" deep x 18" wide x 19" high. Also, please note that because the product is handmade, dimensions may vary by ~1 inch.

The M crate is approximately 34" deep x 24" wide x 25" high on the exterior. The interior dimensions are 32" deep x 22.5" wide x 23.5" high. The interior door mechanism is approximately 1 inch, so when the door is closed, the interior dimensions are 32" deep x 22.5" wide x 22" high. Also, please note that because the product is handmade, dimensions may vary by ~1 inch.

My dog is afraid of loud noises. Is the Crate right for them?

One of the benefits of our signature crate is that it is much quieter than most metal crates. However, the latch makes some noise when opening and closing. If your dog is highly sensitive to sound, they might be startled when the latch is opened and closed.

Is the Crate escape-proof?

No, crates can never be fully escape-proof, and if your dog is especially guileful, they MAY be able to sneak out. Because our crate is non-refundable, we advise not ordering if you think your dog may be a natural escape artist.

Bed

My Bed arrived flat. How do I get it to puff up like in the photo?

Remove the bed from its packaging and unroll/plump as you would a new pillow. Please allow 24 hours for foam to expand fully.

Is the Bed water resistant?

Yes! However, as with any item, it will lose some of its water resistance over time with washing. We recommend hand washing as much as possible to retain the water resistance.

Can I leave the Bed outside?

The bed is not designed to be “outdoor” furniture.

Can I purchase a new bed cover separately?

Yes! You can purchase a new cover here.

Can I use this for a cat?

Absolutely! This bed can be used for both cats and dogs (and humans).

How effective is it for dogs with hip problems?

The extra filling provides relief from joint and muscle pain, while the preformed hollow offers additional orthopedic support.

What is the filling?

The bed is filled with shredded and crushed memory foam - the same filling used by many of your favorite human mattress brands.

Signature Leash

What are the recommended sizing/weight limits?

XS/S - 1-20 lbs

M - 21-50 lbs

L/XL - 50-100 lbs

IS the clasp/clip different on different leash sizes?

The hardware sizing varies with the leash size.

How is the hardware secured to the leash?

The coated webbing is sealed and secured with hardware bolts.

Why is there an extra piece on the clip?

Our leash clip was custom designed to prevent accidental openings. The shelf is a patent-pending feature that blocks the lever from triggering inadvertently.

Magic Link

How do I attach it to my dog?

There are three primary methods of attaching the Magic Link to your dog: 1) Collar/Harness - Attach the clip to a D-Ring on any collar or harness as you would a conventional leash; 2) Magic Link Fixed Loop - Adjust the distance between the clip and the sliding lower D-Ring so that you can loop the end of the Magic Link like a collar around your dog’s neck, and hook the clip to the Magic Link’s lower D-Ring; 3) Magic Link Free Loop - Adjust the distance between the clip and the lower D-Ring so that you can loop the end of the Magic Link like a collar around your dog’s neck, and hook the clip to the Magic Link’s rope just above the lower D-Ring.

Is there a hand lead?

Yes, you can loop material through the lower D-Ring to shorten the Magic Link and/or use it as a hand lead (either looping your wrist through the length of rope threaded through the lower D-ring or by holding the lower D-ring between your index finger and thumb).

Can I tighten the loop around my waist?

Yes, to tighten the loop around your waist, chest, or wrist - position the human Magic Link loop as desired and slide the upper (waste bag holder) D-Ring along the length of the double rope.

What are the sizing guidelines?

XS/S is 6mm in diameter and ranges from 40-70” - it is recommended for dogs <20 lbs. M/L is 10mm in diameter and ranges from 45-80” - it is recommended for dogs over 20 lbs.

Is this leash right for my dog?

If your dog enjoys an easy stroll around the block or a run in the park while staying at your side, this is the leash for them! Please keep in mind we do not recommend this leash for dogs that are prone to pulling and/or chewing.

Waste Bag Holder

What material is the holder made with?

ABS and Silicone.

How do I clean the holder?

Use a damp cloth to clean the waste bag holder as needed.

Does the holder work with any poop bags or just the custom Fable bags?

The waste bag holder is designed to accommodate any standard poop bag roll, but the easy-separation bag feature will only work with Fable’s custom bags.

Does the holder fit other/non-Fable leashes?

Yes, the waste bag holder’s dual attachment points should accommodate most leashes on the market.

I'd like my holder to dangle - can you help me?

We sure can - there’s no need to use the lay-flat back-strap if you prefer a free hanging waste bag holder.

Bowl

How do I clean the Bowl?

Hand wash with soap and water or place the bowl on the top rack of a dishwasher.

My bowl arrived broken - what should I do?

While we work with our manufacturing and shipping partners to ensure our products are delivered safely to you, ceramic can occasionally break in transit if handled incorrectly. If you receive a broken bowl please reach out to help@fablepets.com with a photo of the item and we will send a replacement.

How much food/water can the Bowl hold?

The XS/S bowl holds 4 cups and the M/L/XL bowl holds 9 cups.

The lid keeps falling off, what can I do?

Be sure to twist the lid onto the holder until it clicks and it is lined up with the bag slot. If you lose the lid during a stroll with your pup, please reach out to our team at help@fablepets.com so we can help you out!