Frequently Asked Questions

Shipping

How long does shipping take?
Orders are processed within 1–3 business days. Standard shipping then takes 10–20 business days. We ship from our partner warehouses in Asia.

Do you offer free shipping?
Yes! Free standard shipping on all orders.

How do I track my order?
You'll receive a tracking email within 2–3 business days after your order ships. You can also track your order at any time from our Track My Order page.

Do you ship internationally?
We currently ship to the United States.

Orders & Returns

Can I cancel or modify my order?
You can cancel or modify your order within 12 hours of placing it. After that, the order enters fulfillment and cannot be changed.

What is your return policy?
We offer a 30-day return policy. Contact us at support@pawly-store.com and we'll assess the best resolution — in many cases we offer a full refund without requiring the item to be returned.

My item arrived damaged. What do I do?
We're so sorry! Please send us a photo of the damaged item to support@pawly-store.com and we'll send a replacement immediately.

Products

Are your products safe for pets?
All Pawly products are made from non-toxic, pet-safe materials. We carefully review supplier specifications and customer feedback before listing any product in our store.

How do I know which size to choose for my pet?
Each product page includes a detailed size guide. If you're unsure, feel free to contact us and we'll help you pick the right size.

Do you restock sold-out items?
Yes! Sign up for restock notifications on the product page and we'll email you as soon as it's back.