Product FAQ

Shipping FAQ

Payment FAQ

Returns & Exchanges FAQ

Track Order FAQ

FREQUENTLY ASKED QUESTIONS

What if the product I want is not available?

Occasionally, certain items may be out of stock. If that’s the case, sit tight—we are waiting on our supplier to update their quantities so we can update the site. If the product you want is out of stock, you can opt to receive an email notification once the item is back in stock.

How do I create a PAWZ account?

Visit the Create Account page and enter your name and email address. Then create a password and click “Create.”

What do I do if I forget my account password?

If you forgot your password, don’t worry—you can reset it. Please visit this page and click “Forgot Password” then follow the directions. We will send you an email instructing you how to reset your password.

FREQUENTLY ASKED QUESTIONS

When will my order ship?

You can expect your order to ship within 1-3 business days. Once your order ships, you will receive an email confirmation with your tracking number. You can use your tracking number to stay updated on the expected delivery date. If you didn’t receive an email confirmation, make sure to check your spam folder.

How do I know when my order has shipped?

When you place your order, you’ll receive an email confirming your purchase, then a second email when your order has shipped.

How much is shipping and handling?

Shipping and handling is going to vary from order to order. But at PAWZ, we strive to deliver your purchase in the most effective and economical way possible. You will be able to see the exact amount on the checkout page.

What shipping options are available?

When purchasing your merchandise, you can choose between Standard Shipping, which will take between 2 and 5 business days, and USPS First Class Mail, which may take between 1 and 3 business days.

Do you ship internationally?

Yes, we ship to over 90 countries worldwide.

FREQUENTLY ASKED QUESTIONS

Where do I redeem my promo card/gift card?

Add all the items you want to order to your cart and proceed to the checkout page. Once you’re on the payment page, enter the promo code or your gift card number. Then click “Apply.” If you have more than one gift card, enter the information for each one. Don’t have enough funds on your gift card to cover your purchase? That’s okay—you can use a gift card in combination with a credit card.

Why isn’t my promo code working?

When you enter the promo code on the checkout page, you will be able to see if the code is still valid or not. If it isn’t working, first you’ll want to double-check that you have typed the promo code correctly—codes are case sensitive and must be entered exactly as they appear on the coupon. If you’ve ensured that you’re entering the discount code properly, then it’s likely that the promo code is expired and you’ll have to use a different one. If the code is still valid but it isn’t working, it could also be because your order contains a free gift—promo codes are not valid on orders containing free gifts. You can always remove the free gift from your cart if you’d prefer to use the code to get a discount.

What payment methods can I use?

We accept many different payment methods, including all major debit and credit cards, Google Pay, Apple Pay, Shop Pay, and PayPal. We also partner with AfterPay to offer you a financing option.

Is my payment information secure?

Yes, your payment information is 100% secure. All orders are encrypted with Secure Sockets Layer (SSL) technology. This technology encrypts your personal information so that no one can read it as it travels over the internet.

FREQUENTLY ASKED QUESTIONS

Can I return my items?

Yes! We accept returns within 30 days.

How do I start my return?

Click here to start the return process.

Can I exchange my item?

Yes, you can exchange an item as long as you contact us within 30 days of the delivery date. You will receive your refund as either store credit or via your original payment method.

When will I receive my refund?

You will receive your refund after we’ve received the return item(s). It will likely take between 3 and 5 business days.

If I paid with AfterPay, when will I receive my refund?

If you paid with AfterPay, your refund is likely going to take longer than 3-5 days.

FREQUENTLY ASKED QUESTIONS

How do I check the status of my order?

If you have your tracking number, visit this page to check the status of your order. If you placed your order over 5 business days ago and you haven’t received an email confirmation including your tracking number, then please email us at help@pawz.com.

How do I change or cancel my order?

If your order hasn’t shipped yet, you can email help@pawz.com to change or cancel your order. If your order has already shipped, we are unable to make any changes to your order. You will have to wait until you receive your items to return or exchange them.

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