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FAQ


Frequently Asked Questions

Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at info@pawsitive-products.com

Q. Where do you ship from?

A. We ship from our partnered warehouses & factories located in the US & China. So, please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.

Q. How long will it take for my items to arrive?

A. It will usually take 2-4 weeks for all orders to arrive. Shipping times vary from product-to-product; based on demand and shipping location. Majority of orders come with tracking so you can always reference your tracking number or reach out to us directly. There are some extreme cases where orders may take up to 8 weeks to arrive, these are rare.

*Due to COVID19 Pandemic Shipping Times may not be stable so these estimates may be more extreme than under normal circumstances*

Q. How long will it take to receive a tracking number?

A. It will take usually between 2-5 business days but please allow extra time during high volume periods. When your tracking is available you will receive an email notification with your tracking number.

Q. Where can I place an order from?

A. You can place an order from any country, we ship Worldwide.

Q. Is shipping really FREE?

A. Yes, shipping is Free Worldwide on all items provided your order is over $50 US. If your order is under $50 US then you will be charged a modest $5.99 Shipping and Processing Fee. Different countries may vary is price of shipping but all orders ship free over $50 regardless of the country.

Q. Which currency will I be charged in?

A. We process all orders in USD. While the content of the cart is displayed in several currencies, you will checkout using USD at the most current exchange rate.

Q. Will I receive a confirmation number when I place my order?

A. Yes, all customers will receive an order number after placing their orders, sent to the email address used when placing your order. If you did not receive an email confirmation directly after purchase please contact us ASAP to ensure you get the necessary records for your transaction.

Q. Who can I contact if I have a problem with my order?

A. All inquiries can be forwarded to info@pawsitive-products.com 

Q. How can I pay?

A. We accept all Major Credit Cards: Visa, Mastercard, Discover, Amex and also Paypal

Q. Is Checkout on this site safe and secure?

A. Our site is hosted by Shopify so you can be absolutely sure that all purchases here are safe and secure. 

Q. If I enter my email address will you sell my information?

A. We do not sell our customer's information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts. 

Q. Will I (the customer) have to pay customs?

A. For most countries, you will not have to pay customs, but it depends on where are you located. Check with your country's customs policy.

Q: I accidentally placed an order, how do I cancel?

A: If your order was placed in the past 24 hours your order is available for cancellation. If your order was placed over 24 hours ago we will have to validate with our warehouse that your order is available to be cancelled.

Q: It has been 3 weeks since I ordered and I no longer need the item. Can I cancel my order?

A: Unfortunately since your order has shipped it is not available for cancellation. However we can start a return for you if you'd like, be aware that return shipping costs are the buyer's responsibility and any shipping fees charged are non-refundable.

Q: My order arrived damaged can I get a refund it?

A: We are sorry your order arrived damaged, we do not give refunds for items that arrive damaged/defective but we will gladly send you a replacement/replacement parts to correct the damage.

For any addition questions please do not hesitate to reach out to us at info@pawsitive-products.com