Frequently Asked Questions

Welcome to Pawlynfur! Here are answers to the most common questions about our pet products, orders, shipping, returns, and payments. If you can't find what you need, contact us at Pawlynfur@support.com.

Shipping

How long does it take to process my order?

Orders are usually processed within 1–3 business days. Once your order ships, you will receive a confirmation email with tracking information when available.

How long does shipping take?

Delivery times depend on your location and the shipping method selected at checkout. See our Shipping Policy for estimates. Delivery times are estimates and may be affected by holidays, weather, customs, or carrier delays.

How can I track my order?

Once your order has shipped, we will send you a shipping confirmation with tracking information when available. Use the tracking number to follow your package's progress.

Orders

Can I change or cancel my order?

Please contact us as soon as possible at Pawlynfur@support.com. We can only change or cancel an order before it has been processed or shipped.

I received the wrong item. What should I do?

We're sorry about that. Contact us at Pawlynfur@support.com within 7 days of delivery with your order number and photos of the item you received, and we'll arrange an appropriate solution.

My order arrived damaged. What should I do?

Contact us as soon as possible with your order number and clear photos of the damaged product and packaging. Our team will review your request and help determine the appropriate solution.

Returns & Refunds

What is your return policy?

Eligible products can generally be returned within 30 days of delivery, provided they meet our return requirements. See our Refund & Returns Policy for full details.

What condition does an item need to be in to be returned?

Returned products should generally be unused, clean and unwashed, free from pet hair, stains and odors, undamaged, in their original packaging where possible, and returned with any included accessories or parts. Some products may be non-returnable for hygiene reasons.

Who pays for return shipping?

For returns caused by customer preference, such as the wrong size or a change of mind, the customer is generally responsible for return shipping costs. If you received a defective, damaged, or incorrect item, contact us before returning it.

How long does it take to receive a refund?

Once your return has been received and inspected, we will notify you whether your refund has been approved. Approved refunds go to the original payment method, and the time it takes to appear depends on your bank or payment provider.

Payments

What payment methods do you accept?

Available payment methods are displayed at checkout and may include major credit and debit cards and digital wallets. See our Payment Information page.

Why was my payment declined?

A payment may be declined because of incorrect payment information, insufficient funds, an issue with your bank, mismatched billing information, or a security check by the payment provider. Please verify your information or try another payment method.

Is my payment information secure?

Yes. Payments are processed through secure payment systems and trusted payment providers, and we take reasonable measures to protect your information during checkout.

Product Information & Sizing

How do I choose the right size for my pet?

Check the size chart and measurements on the product page before ordering. For harnesses, collars, clothing, beds, and carriers, measure your pet carefully and compare with the size guide. If your pet is between sizes, contact us before ordering and we'll help.

What if I ordered the wrong size?

Contact us as soon as possible. If the product is eligible and unused, we may be able to exchange it for another size. Return shipping costs may apply.

Are your products suitable for all pets?

Every pet is different, so please check the product description, measurements, and materials to make sure an item suits your pet. Supervise your pet with new products, and stop use if you notice any discomfort or damage.