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Orders & payment
How do I place an order?
Add the products you want to your cart and continue to checkout. You can check out as a guest; creating an account is optional.
Which payment methods can I use?
The payment methods available for your order are shown at checkout before you pay.
Is checkout secure?
Checkout is hosted by Shopify on an encrypted connection. Pawqello never sees or stores your full card details.
Can I change or cancel my order?
Contact us as soon as possible. If your order has not yet been processed for shipping, we will do our best to update or cancel it.
Shipping & delivery
Where do you ship?
We currently serve customers in the United States, the United Kingdom and Canada.
How much does shipping cost?
Shipping is free on every order to the United States, the United Kingdom and Canada. There is no minimum order value.
How long will delivery take?
Most orders are processed within 1–3 business days. Estimated delivery is 6–14 business days to the United States and 5–11 business days to the United Kingdom and Canada, counted from the day you place your order. These are estimates, not guarantees; see our Shipping Policy for details.
Will I pay customs or import fees?
Import duties and taxes depend on the rules of your country. Where they can be calculated, taxes are shown at checkout. Please see our Shipping Policy for more information.
How do I track my order?
When your order ships, we email you a shipping confirmation with tracking details. You can also check your order status on our Track Your Order page.
Returns & refunds
What is your return policy?
Our Return & Refund Policy explains which items can be returned, the time limits and how to start a return.
My item arrived damaged or incorrect. What should I do?
Please contact us with your order number and a photo of the item, and we will help you in line with our Return & Refund Policy.
When will I receive my refund?
Approved refunds are issued to your original payment method. How long it takes to appear depends on your bank or payment provider.
Products & pet safety
Is a product right for my pet?
Each product page describes how the item is intended to be used. If you are unsure whether a product suits your pet’s size, age or health, please check with your veterinarian.
Should I supervise my pet?
Yes. Always supervise your pet with lick mats, feeders and grooming tools, and replace any item that shows signs of wear or damage.