PurrPaws FAQs
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Shipping
Where's my tracking number?
Tracking information is provided once your order has been fulfilled and shipped.
For standard pet product orders, tracking is typically sent shortly after your order ships.
For apparel items, because each piece is made to order, fulfillment may take several business days before tracking becomes available. During periods of higher order volume, tracking information may take up to one week to become available.
As soon as your order ships, you’ll receive a confirmation email with tracking details.
Where do you ship?
We offer free worldwide shipping. Delivery times may vary depending on your location, and any applicable customs duties or import fees are the responsibility of the customer.
When will my apparel order ship?
All apparel items are made to order through our trusted partner.
Because each item is created specifically for your order, production typically takes several business days before shipping. Tracking information is only sent once your order has been fulfilled and shipped, so please do not be concerned if you do not receive tracking immediately after placing your order.
Delivery times may vary depending on your location, but most apparel orders arrive within approximately 2 weeks from the order date.
Once your package ships, you’ll receive a confirmation email with tracking information so you can follow it every step of the way.
When will my pet product order ship?
Orders typically take 1–3 days to process and fulfill. Once your order leaves our warehouse, shipping usually takes 5–9 days, depending on your location.
As soon as your package ships, you’ll receive a confirmation email with tracking information so you can follow it every step of the way.
Please note that during peak seasons or promotional periods, fulfillment times may be slightly longer — but we always work hard to get your order to you as quickly as possible.
Do you ship to PO Boxes?
At this time, we’re unable to ship to PO Boxes. To ensure safe and reliable delivery, please provide a physical residential or business address at checkout.
Returns & Exchanges
What is your pet products refund policy?
We accept returns and exchanges within 14 days of delivery. Please ensure that all items are returned in their original, unused condition.
Please note that customers are responsible for return shipping costs.
If returning the product is not a suitable option, please contact us. In certain cases, we may offer an alternative resolution at our discretion.
If you would like to initiate a return or need further assistance, please contact us — we’re happy to help.
What is your apparel refund policy?
Because our apparel items are made to order, we generally do not accept returns or exchanges for sizing issues or change-of-mind purchases. However, if your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery, and we’ll gladly review the issue and help make it right.
Question About Orders
How can I check the status of my order?
Once your order ships, you’ll receive an email containing your tracking information. Customers with an account can also sign in and view their order history.
Billing
When is my card charged?
Payment is processed when your order is placed. You will receive an order confirmation by email once your payment has been successfully submitted.
What methods of payment do you accept?
We accept major credit cards, including Visa, Mastercard and American Express, along with Apple Pay, Google Pay, PayPal and Shop Pay. Additional payment methods may be available depending on your location.