FAQs & Shipping
Q: How do I check the status of my order?
A: Upon placing your order, please allow up to 3 business days to have your order processed. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once you order has been shipped, you will receive a notification through email. If you did not receive any updates on your order, please contact us immediately and we will do all we can to investigate.
Q: Can I cancel the order or make any change to it?
A: If you need to change or cancel your order, please contact us immediately at email@example.com. We process and ship orders quickly (we’re fast!). Once our warehouse has processed your order, we will be unable to make any changes.
Please note that any orders that have already been packed or shipped cannot be cancelled.
Q: How long does shipping take?
A: Please allow up to 1 week for your order to processed, and an additional 3 days to be shipped out. Please note that we don't ship on weekends. Our fulfillment centers are located around the world. For domestic orders in the United States, it will normally take about 3-4 weeks. For International orders, please allow up to 4-5 weeks.
Q: Where do you ship from?
A: We ship from multiple countries. We have warehouses in USA, China and Europe. Depends from the product ordered your order can be fulfilled from different warehouse location. We work with the best suppliers to provide you high quality poducts.
Q: Why does shipping take so long?
A: Our prices are significantly lower than our competitors since we have relationships with our suppliers to ship direct to the customer! The downside to this is slightly longer shipping times, though we work our hardest to get your order shipped as fast as possible.
Q: I ordered two products, but have received only one... what's happening?
A: Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a few days before the other. Also you will get Tracking code for every item sent separately.
Q: Do you ship Internationally?
A: Yes! We ship worldwide to ensure that every customer will enjoy his or her shopping experience with us.
Countries We can Ship to:
We ship worldwide!
We process orders between Monday and Friday. Orders will be processed within 3 business days of ordering and shipped the next day after the processing day.
The approximate shipping time accords to each country:
United Kingdom, United States, Canada, Australia: You can expect your package to arrive in 7-20 business days. That time is calculated AFTER the processing day.
1 week have 5 business days. Couriers does not work on weekends.
This means that 20 business days is 4 calendar weeks. Thats the maximum amount of time that you can wait for your order to be delievered.
If you wait more than 20 business days (4 calendar weeks) and still have NOT received your order - you can receive Full Refund from us. Thats our Guarantee.
Q: Is your website secure with my personal information?
A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Then your credit card information will be purged.
Q: How can I get in contact with you?
A: We handle customer service through email. Send us an email at firstname.lastname@example.org with any questions or concern that you have.
Q: Do you offer a refund if I don't like the product?
A: Visit our refund policy page for complete details. If you have any additional questions that have not been addressed in our FAQ, please contact us and we will get back to you as soon as possible.
Q: What about customs and wrong delivery information?
Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.
Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.
Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.
IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after purchase. Costs to reship the package in such cases will be invoiced to the customer.
If the order arrives at your country and...
- The customer refuses to accept the package
- No attempt is made in the country of destination to deliver the package.
Pal With Paws reserves the right to abandon the package(s) and will not be responsible for any refund.