FAQs

Have questions? We have answers.

Shipping & Delivery

For more detailed information, please refer to our Shipping Policy

Where do you ship to?

We ship to most countries around the world. If shipping is unavailable to your location, you’ll be notified at checkout before completing your purchase.

How long does delivery take?

Orders typically arrive within 8–12 business days. Actual delivery times may vary depending on your location, customs processing, and local postal services.

Will I receive tracking information?

Yes — once your order is shipped, you’ll receive a tracking number via email. Please allow a few business days for the tracking to update.

What happens if my order is delayed or lost?

If your order hasn’t arrived after an extended period (usually 45–60 days depending on your country), we’ll gladly offer a refund or replacement.

Returns & Refunds

For more detailed information, please refer to our Return and Refund Policy

What is your return policy?

We currently do not accept returns for reasons such as change of mind or dissatisfaction. However, we do offer refunds or replacements under the following conditions:

The product arrives damaged (photo or video evidence required within 30 days)
The wrong item is received or items are missing from the order (evidence required)
The order is lost in transit beyond the normal delivery window

What if my order says delivered but I didn’t receive it?

If tracking shows “delivered” but you haven’t received the package, we’ll need official confirmation from your local postal service to proceed with a refund or replacement.

Do I need to return the product to get a refund or replacement?

In most approved cases, returns are not required. Just contact our support team with your order details and evidence.

Can I cancel my order?

Orders can be cancelled only if they haven’t been processed and shipped. Unfortunately, once your order is being prepared for dispatch, it can no longer be changed or cancelled.

Payments

What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?

Absolutely. All payments are processed through secure, encrypted payment gateways. We do not store or access your full payment details.

Why was my payment declined?

This could be due to insufficient funds, incorrect billing details, or your bank declining the transaction. Please check your information or try a different payment method.

Do you offer any Buy Now, Pay Later options?

Not at the moment, but we’re always exploring new ways to make shopping more flexible for our customers.

Rewards System

How does the Paws Points rewards program work?

You’ll earn Paws Points automatically with every purchase you make on our store—no need to opt in separately! Every dollar spent earns you points, which are added to your account once your order is confirmed.

These points can then be redeemed for discounts on future purchases. For example:

500 points = $5 off
1,000 points = $10 off
2,000 points = $20 off

A minimum of 500 points is required to start redeeming rewards. You can view and redeem your points directly from your customer account when logged in.

How do I join the rewards program?

Simply create a customer account on our website. Once you're logged in, you'll start earning points automatically.

How can I check my points balance?

Click the “Rewards” button at the bottom-right corner of the screen to view your balance and redemption options.

Can I combine rewards with discount codes?

In most cases, rewards discounts can’t be stacked with other promo codes unless otherwise stated during checkout.

Delivery Destination

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