FAQs

  • Unless otherwise specified in the individual offer, delivery occurs after the completion of the product (please note that, for example, our dog harnesses are custom-made, and it takes us 7-10 business days to produce them). In the United States, the delivery time is within 5-25 business days, and for international deliveries, it is within 5-35 business days after the conclusion of the contract (if payment in advance is agreed upon, following the time of your payment instruction). Please be aware that there is no delivery or production on Saturdays, Sundays, and public holidays.
  • Yes, once your order has been dispatched, you will receive an email from us with a tracking number and a tracking link.
  • It's not uncommon for the tracking status of a shipment to remain unchanged for several days. However, if your tracking status has not changed for more than 14 days, please inform us via Facebook Messenger or email at support@pawsandjoy.com. We will then contact the shipping service provider and initiate further steps to locate your shipment.
  • To meet the high demand and ensure a uniform shipping process across multiple locations, we ship most products directly after they are ordered, printed, and packaged in individual parcels. The harnesses in your order are usually produced around the same time, so the other packages should arrive shortly. Although we send multiple parcels, the shipping costs for you will always remain free! In case of doubt, please feel free to contact our friendly customer service team and inquire about your missing item at support@pawsandjoy.com.
  • We're very sorry to hear about this inconvenience and we sincerely apologize! We have found that sometimes postal workers forget to leave a 'pickup card' at the customer's address. In most cases, your package is either at your local post office or has been delivered to a neighbor. We recommend checking with your neighbors or calling your local post office to see if they have your package.
  • Of course, that's not ideal, and we sincerely apologize! Please let us know via Facebook Messenger or email us at support@pawsandjoy.com and we will find a solution as quickly as possible.
  • Just like you, we don't like shipping costs, so we've decided to send all parcels to you free of shipping charges. Additionally, each shipment comes with a tracking number, allowing you to easily track your package online.
  • Currently, we deliver our products to the United States of America.
  • If you have a new address, please inform us of the new address as soon as possible so that we can change the shipping address before dispatch. If the goods have already been shipped, unfortunately, we cannot make any changes.

Exchanges and Returns

  • We receive a large number of orders daily and, at this time, cannot change the name or phone number on personalized products after they have been ordered. If you have mistakenly provided incorrect information, please email us as soon as possible. If more than 12 hours have passed since the order was placed, it is no longer possible to change the details.
  • If your product has arrived defective, damaged, or if you are not satisfied with it, you can keep the product and do not need to return it to us. Please send us an email with your concern and attach a picture. A member of our team will promptly take care of your issue and arrange for a new product to be made and sent to you. Please allow us up to 4 weeks for this process. Note that we print the data you have provided. If the data is incorrect or the product does not fit, www.pawsandjoy.com is not responsible.
  • We offer a 14-day money back guarantee from the date when the order is delivered. Please contact support@pawsandjoy.com if you want to return the order.
  • Please not, that personalized products cannot be returned unless there is proven damage or mistakes during the process of the personalized product being made.

Payments

  • Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Promo Code.” Then, click the button that says “Apply.” All promotion codes can only be used once.
  • We accept PayPal, AMEX, Apple Pay, Klarna, Union Pay, Shop Pay, Google Pay, Mastercard, Visa.
  • We're sorry that we don't accept cash on delivery so far. You can place order on our website directly, then we will arrange the shipment for you soon.
  • Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
  • When you place an order, Paws & Joy contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You’ll see a pending charge, also called an authorization charge in your bank or credit card account. We only charge your payment method when your items are being shipped out to you.

Contact

  • To ensure your concern is addressed as quickly as possible, please send us an email at support@pawsandjoy.com or fill out our contact form. We strive to address your concerns as swiftly as possible, typically within 48 hours.
  • To enable our customer support to assist you as quickly as possible, we ask you to provide the following information: Write to us using the email address with which you placed the order. Provide your full name. Include your order number (FI...). Describe your concern in as much detail as possible.