Frequently Asked Questions
Order Information & Tracking
Why should I buy from you?
By buying from us, you support cat and dog owners who care just like you. We are not a big, soulless corporation, but a small, family-owned business committed to providing the best for our furry friends and their owners.
How do I place an order?
On the PawTrend website, click on CAT or DOG and select the product you like.
Select COLOR and SIZE.
Select QUANTITY. You can add or subtract quantity by clicking on the (-) and (+) buttons.
Once done, click ADD TO CART and the cart page will be displayed, after which you will click on the PAYMENT button.
On the PAYMENT page, fill in your contact information, shipping address and discount code.
Click on the CONTINUE TO DELIVERY button, select one of the available shipping methods and click on CONTINUE TO CHECKOUT.
Enter your payment information, then click on “PAY NOW” and your payment will be processed securely.
Wait for confirmation of successful payment. You will also receive an order confirmation to your email address and/or mobile number.
How do I add a discount code to my order?
For Desktop Users:
After clicking the CHECK OUT button, it goes to the next page and the text box to enter the discount code is on the right-hand portion of the page.
For Mobile Phone Users:
After clicking the CHECK OUT button, click the "Show order summary" link. The link will expand, and it will show a text box where you can enter the discount code.
Discount Codes are not case sensitive, however, please make sure to type in the exact code without spaces.
How do I cancel my order?
We accept all cancellation requests sent within 12 hours after the purchase.
All other cancellation requests sent after 12 hours may be accepted at our discretion. This is because your order is already being processed and/or fulfilled.
All orders already picked up by our courier partners and already shipped cannot be cancelled under any circumstances.
If you wish to cancel your order, kindly reach out to our Customer Support Team at service.pawtrend@gmail.com and we will assist you accordingly.
How do I change my order?
If you have not yet completed your order, you can edit it by going to the cart in the upper right corner of the page.
If you have already placed your order, it is automatically processed and may have already been shipped. If less than one hour has passed since you placed the order, please contact us at
service.pawtrend@gmail.com, and we will let you know if any changes are possible.
How do I track my order? / Where is my order?
Once your order has been shipped, you will receive a confirmation notification via email (please check your spam folder) or SMS.
You will also receive a tracking number, which you can use to track your order. To do this, visit our website, click the "TRACK YOUR ORDER" button, and enter your tracking number in the designated field.
When your order is delivered, you will receive a delivery confirmation via email or SMS, which will also include tracking information.
In the event that you have not received any order or shipping confirmation, kindly contact us at service.pawtrend@gmail.com so we can check and provide the tracking information of your order.
I did not receive all the items I ordered, what do I do?
If you ordered 2 or more items, the items may be shipped separately depending on the availability in our warehouse(s).
If your tracking says ''delivered" but you have not received all the items in your orders, don't worry, the rest of your item(s) are still on their way.
If you have not received your entire order within 4 weeks from the order date, please contact us and we will help you track down the remaining items.
Payments & Guarantee
What are your payment options?
We accept the following payment methods:
✓American Express (Amex)
✓Apple Pay
✓Discover
✓Google Pay
✓Mastercard
✓PayPal
✓Shop Pay
✓Venmo
✓Visa
What do I do if my card got declined?
If, in the event, that your card gets declined and you have sufficient funds in your bank account, you can try paying through PayPal or contact your bank as they may be the one declining the payment.
Please also make sure that you are using any one of the payment options that we accept.
How secured is my online payments / transactions?
Your Credit Card details are protected with the highest level of commercially available 256-bit SSL Encryption Technology.
Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved.
Your credit card information are not stored on our servers.
What is your buyer guarantee?
At PawTrend, our#1priority is your satisfaction and happiness.
We understand that buying things online can sometimes be frustrating, and scary too. Don't worry, we got your back!
If you have any concerns and/or are unhappy with your purchase, just send us a message and we will assist you immediately.
Just reach out to our customer support team at service.pawtrend@gmail.com and we will make it happen!
Shipping & Delivery
Shipping Information
Delivery Times:
USA
US Expedited: 7-14 Working Days. (Monday – Friday)
US Standard: 7-14 Working Days. (Monday – Friday)
UNITED KINGDOM
UK Standard: 8-15 Business Days. (Monday – Friday)
CANADA
CAN Standard: 8-15 Business Days. (Monday – Friday)
AUSTRALIA
AU Standard: 8-15 Business Days. (Monday – Friday)
*SWEDEN
SWE Standard: 8-15 Business Days. (Monday – Friday)
*GERMANY
GER Standard: 8-15 Business Days. (Monday – Friday)
*REST OF EU:
EU Standard: 8-15 Business Days. (Monday – Friday)
*REST OF THE WORLD:
7-16 Business Days. (Monday – Friday)
*Payment of additional duties and taxes may be required before your order is released from customs, depending on the delivery address.
Should the product be unavailable at the nearest warehouse, we will seamlessly redirect your order to be processed from the second-nearest facility. Please be advised that this adjustment may extend the shipping duration by an additional 3-4 days. We assure you that we are diligently working to deliver your order to you as quickly as possible.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Where do you ship from?
Since we have customers from around the world, our orders are being handled from various fulfillment centers around the world.
We primarily ship out packages from our fulfillment centers in the United States, Northern Europe and Asia.
I accidentally gave the wrong shipping address, what do I do?
We try to pack and ship your orders as soon as possible.
If you gave the wrong shipping address upon ordering, please contact us ASAP. If you inform us before the order is dispatched (within 12 hours), we can still change the shipping address.
If you gave the wrong shipping address upon ordering and your order has already dispatched, we can no longer change your order's shipping address.
In the event that the shipping address is incorrect and you wish to cancel the order, we will refund the order but will reserve 50% of the order value to cover lost goods & shipping costs.
What do I do if my package gets lost?
If delivery is late:
If you have not received your order 45 days after your order was placed, we will be happy to process either a replacement order or refund.
If tracking shows "delivered" but you have not received your order:
Occasionally, the carrier will update the package as "delivered" once it is loaded in the truck and out for delivery.
We ask that you wait at least 24 hours after the package is marked as delivered to see if it arrives. Also, please make sure to check within the vicinity, to your neighbors, housemates and family members to see if they happened to receive the package by mistake or on your behalf.
If you still have not received your package after doing all the checks, please ensure the following steps are taken before reaching out to customer service:
All customers:
Please check your common areas; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed for or picked up the package.
Please also track your package online to see if there are any special instructions or updates listed for your delivery address.
For FedEx customers:
FedEx SmartPost shipments travel through multiple carriers. In rare cases, tracking for these packages will indicate that it has been delivered but still takes up to 2 days prior to its actual arrival. Because of this, we ask that you please allow an additional 2 business days for your item to be delivered.
If you are still unable to locate your package, please contact us at service.pawtrend@gmail.com and we will assist you further.
Please note that all Lost Packages - showing delivered but not received - must be reported within 90 days from your order date. If you notified us that you package is lost after this timeframe, we will be unable to process your request.
Refunds & Warranties
Standard Product Warranty Policy
Please note that the following will void the PawTrend warranty, but not limited to:
- Damages or faults caused by accidents, abuse, and misuse.
- Damages caused by wear and tear, theft or loss.
- Damages or faults caused by product tampering or use of third-party accessories.
- Use that is not in accordance with the listed instructions on the product packaging.
If you have other concerns not listed above, feel free to reach us at service.pawtrend@gmail.com and we will assist you accordingly.
Return/Refund Policy
If you are not 100% satisfied with your purchase, you're eligible for a *refund/replacement within 7 days from the time the order was received/delivered. It should be in line with our Standard Product Warranty Policy.
*Refund excludes shipping & handling fees.
Please contact our support team if you have more questions.
Replacement Policy
If you received a faulty or broken item, please inform us within 7 days from the time the order was received/delivered and we will either send a replacement or refund you the full amount as long as it is in line with our Standard Product Warranty Policy.
How do I get my refund?
After processing your refund, a confirmation email will be sent after which we will issue a refund to your original form of payment within two business days.
If you paid using your card, please note that it usually takes 5-10 business days for the refund to be processed and credited in your account, depending on your bank's process and guidelines on refund.
If your refund amount is not yet reflected on your account, we recommend contacting your issuing bank first and inform them of the refund transaction ID that you received in your email.
If you paid using PayPal, your refund will show up on your PayPal balance after the refund has been issued.
General Information
About us
PawTrend is composed of cat and dog lovers just like you!
Created out of love for furry friends, our mission at PawTrend is to offer products that improve the life of you and your cat's everyday life and dog.
Being cat and dog owners ourselves, we only choose the best for our cats and dogs. We do not overload with products, because we’re picky, just like our pets!
Jobs
Currently, we do not have any open positions.
If you are interested to be part of an awesome team and community, you can send your resume/CV to service.pawtrend@gmail.com
Customer Support
Feel free to reach out, we are available 24/7. We typically reply within few hours.
OFFICIAL WEBSITE
https://paw-trend.com
service.pawtrend@gmail.com