Help Center

📦 When will my order arrive?

Estimated delivery times are:

  • United States: 1–3 weeks
  • International Orders: 2–5 weeks

These are estimated delivery times and may occasionally be longer due to customs inspections, weather, carrier delays, or peak holiday periods.

As soon as your order ships, we’ll email you a tracking number so you can follow its journey.

🚚 Do you offer free shipping?

Yes!

We offer FREE Standard Shipping on all orders over $49 USD.

Shipping costs for orders below this amount are calculated at checkout.

📍 My tracking says “Label Created” or hasn’t updated yet.

Don’t worry—this is completely normal.

Tracking information may take 24–48 hours after shipment before it begins updating on the carrier’s website.

📦 My tracking says “Delivered,” but I can’t find my package.

First, we recommend:

  • Checking around your property and any safe places.
  • Asking family members or neighbors if they accepted the package.
  • Contacting the shipping carrier for delivery details.

If you’re still unable to locate your package, please contact our support team and we’ll do our best to help investigate.

📬 I haven’t received my package yet.

If your estimated delivery time has passed, don’t worry—we’re here to help.

Please contact us with your order number and we’ll investigate your shipment with the carrier.

If your package is confirmed lost in transit, we’ll happily send a replacement or issue a full refund.

📧 I haven’t received my order confirmation.

Order confirmation emails are sent immediately after your purchase.

If you haven’t received yours:

  • Check your Spam or Promotions folder.
  • Make sure the email address entered during checkout is correct.

If you still can’t find it, contact us and we’ll be happy to help.

✏️ Can I change my shipping address?

Yes—but only if your order hasn’t been processed yet.

Please contact us as soon as possible after placing your order.

Once your order has been shipped, we’re unable to change the delivery address.

❌ Can I cancel my order?

Yes.

Orders may be cancelled within 12 hours of purchase.

Because our warehouse processes orders very quickly, we’re unable to cancel orders after this time or once they’ve been shipped.

If your order has already shipped and you no longer wish to receive it, you may refuse delivery (where available). Once the package has been returned to us by the shipping carrier, we’ll process your refund.

🔄 Do you accept returns or exchanges?

For hygiene and safety reasons, we do not accept returns or exchanges on pet products.

However, if your item arrives damaged, defective, or you receive the wrong product, we’ll happily send a replacement or issue a full refund.

Simply contact us with your order number and photos of the issue, and we’ll take care of the rest.

📦 My package arrived damaged.

Minor dents or marks to the outer packaging can sometimes occur during international shipping.

If the product inside is undamaged and works as intended, this isn’t considered a product defect.

If the product itself arrives damaged or defective, please contact us with photos and we’ll make it right.

🐶 My pet doesn’t like the product. Can I return it?

Unfortunately, no.

Because our products are used by pets, we cannot accept returns due to hygiene reasons or changes of mind.

Please read the product description, sizing information, and specifications carefully before purchasing.

💬 Need more help?

We’re always happy to help.

Email us anytime at support@pawslovestore.com, and please include your order number so we can assist you as quickly as possible.