Find answers below or contact PawShips. We typically respond within 1–2 business days.
Orders & Shipping
How long does shipping take?
Shipping methods, rates, and estimated delivery dates are displayed at checkout for the products and address in your order. Estimates may vary by supplier, carrier, destination, holidays, and other conditions.
Why did only part of my order arrive?
Some products ship directly from independent suppliers through Shopify Collective. Multi-item orders may arrive in separate packages with different tracking numbers and delivery dates.
How do I track my order?
When tracking is available, it is included in a shipping confirmation email. Tracking may take time to update after the carrier receives the package. See Track Your Order for help.
Do you offer free shipping?
Available rates and any free-shipping threshold are displayed at checkout. See our Shipping Policy for additional details.
Can I change or cancel an order?
Contact us as soon as possible. We cannot guarantee a change or cancellation after an order is placed because fulfillment may begin promptly.
Returns & Refunds
What is your return policy?
Eligible items may be returned within 30 days. Contact sales@pawships.com before sending anything because the approved return destination can vary. See our Return and Refund Policy.
What if an item is damaged, defective, or incorrect?
Contact us promptly with your order number, a description of the problem, and clear photos when applicable. We will provide instructions for an approved return, replacement, or other resolution when eligible.
How long does a refund take?
After an approved return is received and inspected, PawShips generally processes the refund within 10 business days. Your bank or card issuer may need additional time to post it.
Products
Are products suitable for every dog or cat?
No product is appropriate for every pet. Review product labels, ingredients, dimensions, warnings, and manufacturer instructions. Consult a veterinarian regarding food, supplements, treatments, allergies, or health concerns.
Are all products tested or vet-approved by PawShips?
No. PawShips offers products from independent brands and suppliers and does not claim that every item is personally tested or veterinarian-approved. Check the product page and manufacturer information for item-specific claims.
Will an out-of-stock product return?
Availability is controlled in part by independent suppliers and may change. We cannot guarantee restocking, but you may use an availability notification when offered or contact us for current information.
Account & Privacy
Do I need an account to order?
Guest checkout or account options are shown during checkout. An account can help you view order information where available.
How is personal information used?
Read our Privacy Policy for information about collection, use, disclosure, and customer choices.