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At Pawsy, we want your shopping experience to be simple, transparent, and stress-free. Below you’ll find everything you need to know about shipping, returns, exchanges, and order issues.
Orders are typically processed within 1–2 business days after payment has been successfully confirmed.
Orders placed on weekends or public holidays will be processed on the next business day.
Once your order has been shipped, you’ll receive a shipping confirmation email with tracking information.
Shipping costs are calculated at checkout based on your delivery destination and selected shipping method. Any applicable shipping charges will be clearly displayed before you complete your purchase.
Please note that delivery estimates are not guaranteed. Delays may occasionally occur due to carriers, weather, holidays, customs processing, or circumstances outside of Pawsy's control.
Once your order ships, we’ll send you a confirmation email containing your tracking number and tracking link.
Tracking information may take a short time to update after your package has been handed to the carrier.
If you need to change your shipping address, please contact us as soon as possible after placing your order.
We’ll do our best to accommodate your request; however, we cannot guarantee address changes once an order has entered processing or has already shipped.
We’re happy to serve customers internationally.
International orders may be subject to customs duties, taxes, import fees, or other charges imposed by the destination country. These fees are the responsibility of the recipient and are not included in Pawsy's product or shipping prices unless otherwise stated.
Please keep in mind:
We want you and your pet to be happy with your purchase.
If you’re not completely satisfied with an eligible item, you may request a return within 30 days of delivery.
To qualify for a return, items must:
The following items are generally not eligible for return:
If an item arrives damaged, defective, or incorrect, please contact us so we can help resolve the issue.
Starting a return is simple:
1. Contact us
Provide your order number and briefly explain why you’d like to return the item.
2. Receive return instructions
Our support team will review your request and provide the appropriate return instructions. If applicable, we’ll provide a return authorization and/or prepaid shipping label.
3. Send your item back
Package the item securely and include your order information or packing slip where applicable.
4. Receive your refund
Once your return arrives and has been inspected, we’ll process your refund to the original payment method.
Approved refunds are typically processed within 5–7 business days after the returned item has been received and inspected.
Refunds will be issued to the original payment method.
Original shipping charges are generally non-refundable, unless the return is required because of an error on our part or the item arrived defective or damaged.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
Need a different size, color, or product variant?
The fastest option is usually to return the original item and place a new order for the item you want.
If you prefer a direct exchange, contact our support team and we’ll check whether the requested item is available.
We take order accuracy seriously.
Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective, or different from what you ordered, contact us within 7 days of delivery.
Please include:
Once we review the issue, we’ll work with you to provide an appropriate solution, which may include a replacement, repair, or refund, at no additional cost when the issue is our responsibility.
If your tracking information indicates that your package is delayed or appears to be lost, please contact the shipping carrier first and then reach out to the Pawsy support team.
If your package is marked as delivered but you cannot locate it, we recommend checking with household members, neighbors, building reception, and the carrier before contacting us.
We’ll do our best to assist with a carrier investigation and help determine the appropriate next steps.
Pawsy cannot guarantee reimbursement for packages that are confirmed as delivered by the carrier, particularly where loss or theft occurs after delivery.
At Pawsy, we believe shopping for your pet should be easy and worry-free. We’re committed to providing quality products, clear communication, and reliable customer support from the moment you place your order until it arrives at your door.
If you have any questions about an order, shipping, returns, or exchanges, please visit our Contact page or reach out to our customer support team.
Thank you for choosing Pawsy — better products for happier pets. 🐾