Frequently Asked Questions
Help with choosing a product, custom options and your order.
Choosing your product
How do I choose a bowl height?
Start with the measurement guide on the Halo Base product page. It shows PetTopID’s floor-to-chest method and a printable measurement sheet. If you are unsure about your measurement, contact us before ordering.
Are bowl size and height the same choice?
On Halo Base, bowl size sets capacity and base footprint. Height is chosen separately in centimetres. Check the available choices on the product page before ordering.
Can I adjust Halo Base after it is made?
The custom height is fixed once made. Check your measurement and selected height before placing your order.
What can I personalise?
Options vary by product. Open a product page to review its available colours, sizes and personal details. Some custom options may add charges.
Orders & making
When will my bowl arrive, and what does shipping cost?
Your bowl is made to order within 3 business days, then dispatched. Delivery after dispatch is estimated at 6–12 business days to the United States and 7–12 business days to Australia. Delivery dates are estimates and are not guaranteed.
United States: free shipping on orders of USD 109 or more; USD 15 below this amount. Australia: free shipping on orders of AUD 159 or more; AUD 22 below this amount.
Free-shipping thresholds use the merchandise subtotal after discounts, excluding shipping and taxes. Read the Shipping Policy for delivery details.
Can I change a custom detail after ordering?
Contact us with your order number and the detail you would like to change. We will need to check the status of your order before confirming what is possible.
Support & care
Can I remove the inner bowl on Halo Base?
Yes. The matching stainless-steel inner bowl lifts out for filling and cleaning. The printed Halo base stays separate.
Where can I find return and refund information?
Read our Refund Policy for the store’s return and refund information. For help with a particular order, contact us with your order number and a description of the issue.