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FAQs

How long is the processing time?

Normal processing of orders is 1-3 days after we received your payment depending on the volume of orders. We serve orders, on a first come, first serve basis. After we receive your payment, you will receive an order confirmation.

Once the order has been shipped, you will be able to track your order's shipping status. Please give us considerable time allowance in both processing and shipping your orders especially if the items are in high demand. Rest assured that we are doing our best to provide you with the best experience.

Are you shipping internationally/worldwide?

Yes, we offer worldwide shipping.

Due to numerous delivery issues we decided to stop shipping our products to the countries listed below:

Argentina, North Korea, Libya, Syria, Iran, Turkey, Pakistan, Yemen, Afghanistan, The Sahel, the Democratic Republic of Congo, Ukraine, Venezuela, Myanmar, Brazil, and Bangladesh.

How much does shipping cost?

Almost all of our products include Worldwide Shipping. In order for us to get the items to you as fast as possible some items may be shipped in separate packages without extra cost.

How long does delivery take?

Please also note that due to factors that commonly affect international shipments, such as weather, holidays, customs inspections and unforeseen circumstances e.g. COVID-19, we are unable to guarantee shipping times. Below is our estimates:

7-15 Days (90%)
15-25 Days (95%)
24-40 Days (99.99%)
41-60 Days (100%)

It is only on occasion that delivery takes more than 2 weeks but due to the high demands of some of our most popular products and for some destinations, please allow up to 4 weeks for the delivery. Please note that delivery time varies based on your location, local weather condition, local customs, and local postal services.

If you require expedited shipping, please contact us for availability and pricing.

Please note that this policy is not applicable for errors made by customers when providing shipping details on their order(s) or missed parcel deliveries.

Can you provide me with a tracking number?

Yes, the tracking number is available for most countries and will be available once the order has been dispatched. During peak season, it may take up to 14 days to become available. Please keep track of your order and shipping status to get the latest updates.

I've entered the wrong shipping address! Can I change it?

If this happens to you, please email us as soon as possible and we will try our best to correct it before it is dispatched, but this is not guaranteed. If you let us know after the order has been dispatched, we will not be able to correct it and you will not be entitled for a refund.

Can I cancel my order after it's been placed?

Yes, it is possible to cancel within 24 hours after the order has been placed, subject to valid reasons. However, after 24 hours of placing your order, you will not be entitled to cancellation regardless of your reason.

Invalid Reasons

  • Buyer no longer wants the items. This is the most common example of a reason whichย PetsiPaws does not deem valid. Buyer should make sure he or she wants to buy the items before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
  • Buyer found items cheaper somewhere else. Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order at the stated price.

Are there customs, taxes, duties, and/or tariffs?

We are not responsible for customs, taxes, duties, and tariffs. Unfortunately, we have no control over those and they are subject to laws and regulations in your respective country. All taxes and customs charges are the responsibility of the customer and are not included in the cost of the order. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you.ย PetsiPaws is not responsible for any additional taxes and customs charges that are requested after the order is placed and dispatched.

There is a missing item in the parcel! Where is it?

In order for us to get the items to you as fast as possible some items may be shipped in separate parcels and packaging.

Can I get a refund if I do not get my item?

It can take up to 4 weeks or more for your parcel to arrive, especially for remote destinations or during festival season. Customs inspections may also delay the shipping time. If the parcel does not arrive within two months, with tracking information or the sent receipt of the parcel provided, a refund of up to 80% of the original order or a replacement shipment may be granted.

In the case that you did not receive your order within two months, please email us immediately. Failure to do so within 90 days from the date of purchase will void your right to claim for any refund or replacement.

If you have further questions please email us at support@petsipaws.com

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