Product FAQ

Shipping FAQ

Payment FAQ

Returns & Exchanges FAQ

Track Order FAQ

FREQUENTLY ASKED QUESTIONS

What if the product I want is not available?

Occasionally, certain items may be out of stock. If that’s the case, sit tight—we are waiting on our supplier to update their quantities so we can update the site.

How do I create a PAWZ account?

Visit the Create Account page and enter your name and email address. Then create a password and click “Create.”

What do I do if I forget my account password?

If you forgot your password, don’t worry—you can reset it. Please visit this page and click “Forgot Password” then follow the directions. We will send you an email instructing you how to reset your password.

How much of the proceeds go to Shelters?

We dedicate 10% of net profits to no kill shelters. The money goes towards the protection, prevention, and awareness of euthanasia, as well as the daily care and needs of sheltered animals. Each item sold supports our mission to save the dogs. We have donated over $600,000 since 2015!

I love my new shirt! How should I wash it?

Please wash in cold water with like colors.

FREQUENTLY ASKED QUESTIONS

When will my order ship?

You can expect your order to ship within 2-5 business days. Once your order ships, you will receive an email confirmation with your tracking number. You can use your tracking number to stay updated on the expected delivery date. If you didn’t receive an email confirmation, make sure to check your spam folder.

Orders placed over the weekend (Friday - Sunday) will not begin production until the following Monday or Tuesday.

How do I know when my order has shipped?

When you place your order, you’ll receive an email confirming your purchase, then a second email when your order has shipped.

How much is shipping?

Shipping rates vary by order value and location, and depend on the total after any applied discounts. At PAWZ, we strive to deliver your purchase in the most effective and economical way possible. You will be able to see the exact amount on the checkout page.

What shipping options are available?

When purchasing your merchandise, you can choose between Standard Shipping, which will take between 2 and 5 business days, and USPS First Class Mail, which may take between 1 and 3 business days.

Do you ship internationally?

Unfortunately, at this time Pawz I only able to deliver orders within the United States & Canada.

FREQUENTLY ASKED QUESTIONS

Where do I redeem my promo card/gift card?

Add all the items you want to order to your cart and proceed to the checkout page. Once you’re on the payment page, enter the promo code or your gift card number. Then click “Apply.” If you have more than one gift card, enter the information for each one. Don’t have enough funds on your gift card to cover your purchase? That’s okay—you can use a gift card in combination with a credit card.

Why isn’t my promo code working?

When you enter the promo code on the checkout page, you will be able to see if the code is still valid or not. If it isn’t working, first you’ll want to double-check that you have typed the promo code correctly—codes are case sensitive and must be entered exactly as they appear on the coupon.

If you’ve ensured that you’re entering the discount code properly, then it’s likely that the promo code is expired and you’ll have to use a different one. If the code is still valid but it isn’t working, it could also be because your order contains a free gift—promo codes are not valid on orders containing free gifts. You can always remove the free gift from your cart if you’d prefer to use the code to get a discount.

What payment methods can I use?

We accept many different payment methods, including all major debit and credit cards, Google Pay, Apple Pay, Shop Pay, and PayPal. We also partner with AfterPay to offer you a financing option.

Is my payment information secure?

Yes, your payment information is 100% secure. All orders are encrypted with Secure Sockets Layer (SSL) technology. This technology encrypts your personal information so that no one can read it as it travels over the internet.

Will my card be charged when I order?

All customers are charged at the time of purchase as this is how our website platform functions. We apologize for any inconvenience. 

FREQUENTLY ASKED QUESTIONS

Can I exchange my item?

Yes, you can! We offer exchanges free of charge, as long as you contact us within 30 days of the delivery date. We will either issue store credit for what was spent upon arrival or we will process the exchange for you.

Can I return my item?

Yes, you can! Customers may return any product for up to 30 days from the date of delivery.

Any product you return must be in the same condition you received it. Please note that all items must be unwashed and unworn. Items sent back with any stains including makeup and deodorant stains, will not be accepted for exchange. Original Shipping charges are not refundable. Please include your packing slip if available.

Your refund will be issued upon receipt of the return merchandise to the original form of payment.

Please note: All refunds are subject to a $7.50 processing fee.

How do I start my exchange or return?

Click here to start the return process.

For more information about Returns, please visit here.

When will I receive my refund?

You will receive your refund after we’ve received the return item(s). It will likely take between 3 and 5 business days.

If you paid with AfterPay, your refund is likely going to take longer than 3-5 days.

Are there any exceptions to what I can return or exchange?

Unfortunately, we’re unable to issue returns or exchanges on mystery items (Mystery Tees, Mystery Tanks, Mystery Hoodies, Mystery Crewnecks, Mystery Long Sleeves, & Mystery Bundle Item.

Additional, returns on orders using promotional discounts are subject to adjustments to their original pricing.

If you receive a damaged or defective item, please contact us within 30 days of the delivery date, and we would be happy to resolve the issue for you.

FREQUENTLY ASKED QUESTIONS

How do I check the status of my order?

If you have your tracking number, visit this page to check the status of your order. If you placed your order over 5 business days ago and you haven’t received an email confirmation including your tracking number, then please email us at help@pawz.com.

How do I change or cancel my order?

While it’s not a guarantee, we’re often able to make adjustment or changes to orders within 24 hours of being placed. Please contact help@pawz.com to inquire about the status of your order.

If your order hasn’t shipped yet, you can email help@pawz.com to change or cancel your order. If your order has already shipped, we are unable to make any changes to your order. You will have to wait until you receive your items to return or exchange them.

Will I be notified when my order is shipped?

Yes! You will receive a confirmation email after you have placed your order, and another when your order is sent out. 

Will I receive a tracking number?

- Yes of course! All orders are shipped through USPS and include tracking. The tracking number will be sent to the email that you provided at checkout, as soon as your order ships. Please note that the Order Number is not your tracking number.

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