🌍 Global Shipping

We deliver joy to pet parents worldwide—no matter where you are, you can receive PAWS&PALS quality products.

⚡ Fast Processing

All orders will be processed and shipped within 1-3 business days (excluding weekends and holidays). During peak seasons (e.g., sales, festivals), processing time may be extended slightly—we’ll notify you in advance via our website.

🎁 Free Shipping

Enjoy free standard international shipping on all orders over $79 USD—no extra fees required!

⏱️ Estimated Delivery Time

• •Standard International Shipping: 10-20 business days
• •Expedited International Shipping (DHL): 5-10 business days

* Delivery time is calculated after order processing and shipping (excluding handling days). Actual delivery may vary due to customs clearance speed, local postal efficiency, or other unforeseen factors.

🌐 Customs & Duties

PAWS&PALS does not cover any customs duties, taxes, or import fees incurred in your destination country/region. All such fees are the responsibility of the customer.

We cannot predict the exact amount of these fees—we recommend contacting your local customs office for detailed information before placing an order. Orders returned due to refusal of duty payment are not eligible for refunds.

🔍 Order Tracking

Once your order ships, you’ll receive an email with a tracking number and a link to check your package status in real time.

Please note: Tracking information may take 24-48 hours to update in the logistics system—we suggest checking again after 1-2 days if details don’t appear immediately.

📍 Address & Delivery Issues

Please ensure your shipping address is complete and accurate (including street, house number, and contact info) at checkout. PAWS&PALS is not responsible for lost or returned packages due to incorrect addresses.

If a package is returned due to wrong address or failed delivery, we’ll contact you within 1-2 business days. You can choose to pay additional shipping fees for re-delivery or request a refund (original shipping fees excluded).

✅ 30-Day Hassle-Free Returns

• •You may request a return within 30 days of receiving your order.
• •Returned items must be in brand-new, unused, unwashed, undamaged condition with all original tags, labels, and packaging intact.
• •The following items are non-returnable:
  • •Used pet products (e.g., food, grooming wipes)
  • •Customized items (e.g., engraved collars, personalized name tags)
  • •Final Sale/Clearance items

📧 How to Initiate a Return

1. 1.Send an email to pawspalshelp@gmail.com with the subject line: “Return Request - [Your Order Number]”
2. 2.Include the following in your email:
   • •Your order number
   • •Name and quantity of items to return
   • •Detailed reason for return (e.g., wrong size, product defect)
3. 3.Our customer service team will reply within 1-2 business days with a return authorization and shipping address. Do not send items back without authorization—unauthorized returns may be rejected.

🚛 Return Shipping Costs

• •Customers are responsible for return shipping costs for non-quality-related returns. We recommend using a trackable logistics service (e.g., registered mail, courier) and keeping the tracking number for reference.
• •Original shipping fees (including hidden fees for free shipping orders) are non-refundable.
• •If the return is due to our error (e.g., wrong item shipped, defective product), we will cover the return shipping costs—please provide photos as proof when applying, and we’ll reimburse you after verification.

💳 Refund Processing

• •We will inspect returned items within 3 business days of receipt. You’ll receive an email notification once the return is approved.
• •Approved refunds will be processed to your original payment method within 3-5 business days.
• •Refund arrival time depends on your bank or payment platform’s processing speed (usually 1-7 business days). Contact your payment provider for details if there’s a delay.

⚠️ Damaged or Incorrect Items

If you receive a damaged, missing, or incorrect item, please contact us within 48 hours of package receipt:

• •Email pawspalshelp@gmail.com with:
  • •Your order number
  • •Clear photos of the damaged/incorrect item (including the product, defect, and shipping label)
• •We will provide a solution (e.g., free replacement, full refund) within 24 hours—all related costs will be covered by PAWS&PALS.