Frequently asked questions
Can't find your answer? Email customersupport@petandpaw.online — we'll get back to you, usually within a day.
What is your return policy?
You have 14 days from delivery to request a return. Items must be unused and in their original packaging. Damaged or wrong item? Email us a photo and we'll make it right. See our Refund Policy for details.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), Shop Pay, Apple Pay, Google Pay and PayPal. Our checkout is secure and encrypted.
Can I modify or cancel my order after placing it?
If you need to make changes or cancel your order, please contact us within 12 hours of placing it. Once the order is processed, modifications may not be possible.
Do you ship internationally?
Not yet — we currently ship within the US only.
How long does shipping take?
Most orders arrive in 7–15 business days. Some items ship from our international partners and take 12–20 business days; the estimate is shown on each product page. You'll get a tracking link by email as soon as your order ships.
Do you offer free shipping?
Yes — every order ships free within the US, with no minimum.
Can I track my order?
Absolutely. Once your order ships you'll receive a tracking number by email. You can also enter it on our Track Order page.
Which size is right for my pet?
Each product page lists the measurements for every size. Not sure? Email us your pet's breed and weight and we'll help you choose.
How do I claim the free pet video?
Place your first order, then email three photos of your dog or cat to support@petandpaw.online with your order number in the subject line. Best results: face straight on, full body standing, and one playing or sleeping. We reply within 72 hours. We make up to 10 videos per day — once the day is full, the offer resumes the next morning.
Is the video a real recording of my pet?
No. It is generated with artificial intelligence from the photos you send, so it is an artistic interpretation — a real pet, in a world that does not exist. Colours, markings or a paw may not match exactly. If your video comes out strange, tell us and we make another one. We never publish your pet or your video without asking first.