📦 Orders & Shipping
How long does delivery take?
Order processing and carrier transit are separate. Processing happens before a package is handed to a carrier and may vary by product and supplier. Transit begins after carrier acceptance and can also vary. Pawly US uses third-party fulfillment partners, including international suppliers, so estimates shown at checkout or in order communications are not guarantees unless expressly stated otherwise.
Where do you ship?
Pawly US focuses on customers in the United States. Shipping availability for an order is determined at checkout.
How can I track my order?
When tracking is available from the carrier, tracking details may be sent by email or made available through an order or tracking page. If you need help, contact us with your order number.
🔄 Returns & Refunds
Can I return a product?
Yes. Pawly US has a 30-day return policy. To request a return, contact contacts@pawlyus.store before sending an item back. Eligibility and exceptions are described in our Refund Policy.
What if my product arrives damaged or incorrect?
Contact us as soon as reasonably possible within the applicable return period with your order number and clear photos of the item and packaging when available. We’ll review the issue and provide the appropriate next steps.
🐾 Products
How do I choose the right size or option?
Check the measurements and option details on the individual product page before ordering. If you’re unsure, contact us before purchase.
Are products suitable for every pet?
No product is suitable for every pet. Always review the product details, sizing, materials, and intended use, supervise your pet when appropriate, and stop use if an item becomes damaged.
💳 Payments & Privacy
What payment methods can I use?
Available payment methods are shown securely at checkout. The store supports digital wallet options such as Apple Pay and Google Pay where available, along with eligible checkout payment methods configured for your order.
How is my personal information handled?
We use secure services to operate the store and process orders. Personal information may be processed by Shopify and necessary service providers as described in our Privacy Policy. You can review that policy and your privacy choices for more details.
💬 Support
How can I contact Pawly US?
Email us at contacts@pawlyus.store. If your message is about an order, include your order number when available.