Frequently Asked Questions

What countries do you ship to?

We provide free worldwide shipping to almost every country across the globe, including the United States, Canada, the United Kingdom, Australia, New Zealand, France, Germany, and across Europe and Asia. If your destination is not available at checkout, please reach out to us at info@pawthenticpet.com.

How much does shipping cost?

Shipping is 100% free on every order worldwide. There are no minimum order thresholds, no hidden handling fees, and no discount codes needed.

How long does order processing take?

All orders are verified, packaged, and dispatched from our warehouse within 1 to 2 business days (Monday to Friday).

How long will delivery take?

Delivery times depend on your destination country:

• United States, Canada, UK, Australia: 5 – 10 business days
• France, Germany & Western Europe: 7 – 12 business days
• Rest of the World: 8 – 15 business days

You can check your exact destination delivery estimate on our Shipping Policy and right on the product page.

Will I get a tracking number?

Yes! As soon as your order is dispatched, you will receive a shipping confirmation email containing your direct tracking link. Tracking information updates within 24–48 hours of carrier pickup.

What is your return policy?

We offer a 30-day return policy from the date your package is delivered. Items must be unused, unwashed, and in their original packaging.

What if my item arrives damaged, defective, or incorrect?

Your satisfaction is guaranteed. If an item arrives damaged, defective, or incorrect, we cover 100% of the return shipping and immediately dispatch a brand-new replacement or issue a full refund—your choice.

Can I exchange an item or return if I changed my mind?

Yes. If you selected the wrong size or changed your mind, you can return or exchange the item within 30 days of delivery. For standard preference returns, the customer covers the return shipping postage.

How quickly will I receive my refund?

Once your returned item arrives at our facility and is inspected, we approve and process your refund within 7 business days back to your original payment method.

Can sale items be refunded?

Yes! All items in our catalog, including promotional and sale items, are fully covered by our 30-day return policy. Only gift cards and items showing signs of use or damage are non-refundable.

How can I reach customer support?

You can email us anytime at info@pawthenticpet.com or message us via our Contact Page. Our team replies within 24 hours, Monday through Saturday.