Frequently Asked Questions

As of now, we ship to the following countries:

The checkout process uses Shopify Payments, meaning you can pay using any credit card. All transactions in our store will be charged in USD. Other displayed currency is only an estimate guide from the live currency exchange rate. Your bank will charge you in your local currency according to their exchange rate on the day. Please note that some banks charge a small transaction fee due to the different currency.

Your order will be created and shipped between 2 - 5 business days (exceptions being if we are waiting on more stock). If you have entered a valid email address at checkout, you'll receive an email notification when your package has shipped. 

Paws Presents™ Original products will be delivered to you within the following timeframes. Please note that these shipping times are estimates, not guarantees. 

All other products from our store site will take between 15 to 35 days to arrive from the date of shipment (with the execption of Turkey, which can take a maximum of 46 days to arrive). While your product is likely to arrive a lot sooner than the maximum timeframe indicated above, depending on factors including customs, public holidays and other unforeseeable delays, longer shipping times may apply in limited circumstances.

Please note that if you plan to give one of our items as a holiday gift, there is a risk of the item not arriving on time if you buy it during the same month of the holiday. We recommend placing your order ahead of time, and cannot be held responsible for items that do not arrive before the holiday.

If you have entered a valid email address at checkout, you will receive an order confirmation via email (please check your spam folder if ordering for the first time). This will be followed by order and shipping updates, along with a tracking number and link to the order status page where you can track your package. Order and shipping updates are not sent via SMS, so we recommend that you provide a valid email address at checkout to receive these notifications and details via email. 

Real time delivery updates are also available from the Shop app as soon as your order is shipped. Once you place your order, you will be taken to the order confirmation page containing a link to the QR code where you can download the free app and track all your packages from one place. 

In some cases, international orders can take up to 5 weeks to clear customs. If you have not seen an update for some time and wondering about the status of your delivery, more than likely it is still making its way overseas. The tracking information will be updated once your package arrives in the destination country. Please contact us in the unlikely event that you have been waiting over 5 weeks for your package to be delivered since the time of shipment.

Our costs do not include import or customs taxes, which can occasionally be charged for international orders. Unfortunately, we have no control over these charges and payment would be your sole responsibility.

We ship from different locations, so some items might arrive earlier than others. If you'd like to know the status of your other items, please send an email to info@pawspresents.com with your name and order number.

You can cancel your order at any time before it is shipped out. Simply email us your order number and cancellation request at info@pawspresents.com. We'll promptly refund you in full. If your order has already been shipped out, you will need to wait to receive your parcel and refer to our subsequent FAQ for guidance relating to how you can return your item. 

For any modifications to your order, please ensure you send an email to info@pawspresents.com before your order is shipped out providing details of your change request. 

All of our products are sourced using the best quality materials and are packed and shipped with the utmost care to ensure that your order reaches you securely. However, in the event that you are not satisfied with your order, please email us within 5 days of receipt of delivery, citing your order number and a brief explanation of the problem and one our customer service agents will be happy to help you. If you have received an incorrect or damaged item, please also attach photos of the item and we will do our best to resolve the issue for you. 

We would love to hear from you! If your question is not already answered in these FAQs or you require any further information, please email us at info@pawspresents.com and we'll get back to you as soon as possible.