1. Order & Shipping
Q: When will my order be shipped? How long does delivery take?
A: All orders are shipped within 1–2 business days. Standard delivery takes 7–14 business days depending on your location. International shipping may be delayed slightly due to customs clearance.
Q: How can I track my order?
A: After your order is shipped, you will receive a tracking number via email. You can track your package directly on our “Order Tracking” page.
Q: Do you ship worldwide?
A: Yes, we ship to most countries worldwide. Shipping fees are automatically calculated at checkout based on your country and order weight.
Q: My package is delayed or lost, what should I do?
A: Please allow extra days for international shipping delays. If your package is confirmed missing, contact our support team and we will offer a reshipment or full refund.
2. Returns & Refunds
Q: What is your return policy?
A: We offer a 30-day return policy. Unused and undamaged products can be returned for a full refund or exchange. Personalized items are not returnable.
Q: I received a broken or defective item, what can I do?
A: Please contact us within 7 days after delivery with photos or videos of the problem. We will provide a free replacement or full refund without return shipping cost.
Q: Who pays for return shipping?
A: We cover shipping fees for defective or wrong items. For personal reason returns, buyers are responsible for return shipping costs.
Q: How long do refunds take?
A: Refunds will be processed within 3–5 business days after we receive and inspect your returned items. The final arrival time depends on your payment provider.
3. Pet Product Questions
Q: Are your pet products safe and non-toxic?
A: All our pet products are made of safe, non-toxic and pet-friendly materials. We strictly test every item to ensure safety for your pets.
Q: How do I choose the correct size for my pet?
A: Each product page includes a detailed size chart. Please measure your pet’s size before purchasing. You can also contact us for professional size suggestions.
Q: How to clean and maintain the pet products?
A: Most of our products are washable by hand or gentle machine wash. Please avoid strong detergent or high-temperature washing to extend product service life.
Q: Is this product suitable for my pet’s breed/age?
A: Most of our products fit common cats and dogs of all ages and breeds. Specific applicable information is shown on each product description.
4. Payment & Order Help
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, PayPal, Apple Pay and Google Pay. All payments are secure and encrypted.
Q: Can I cancel or change my order?
A: You can cancel or modify your order within 24 hours before shipment. Once the order is shipped, no changes or cancellations are available.
Q: I did not receive my order confirmation email.
A: Please check your spam folder first. If you still cannot find it, contact our support team to resend your order information.
5. Customer Service
Q: How can I contact you?
A: You can reach us via email: support@pawshoppet.com. We will reply to all messages within 24 hours on working days.
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