FAQs

SHIPPING

  • How long does it take to process my order?
  • Please allow 2-7 days for processing your order. Some products need more time to be made because of their demands and standards. We make every effort to fulfill your order as soon as possible.

  • How can I track my order?
  • When your order is shipped, you will receive a shipping confirmation email including tracking number. Please enter your tracking number in courier’s website to see its status.

    Here: https://webtrack.dhlglobalmail.com/?trackingnumber

  • What should I do if I cannot track my order?
  • Actually it takes some hours or even some days for tracking information to become available or updated due to possible delay or awaiting scan. Please stay tuned and don’t worry about it. If you have any questions, please contact us at support@pawandpillow.com

  • What should I do if it shows that my order was delivered but I haven’t received it?
  • In this case, please check your mailbox; ask your family members or your neighbors; or contact the nearest post office to ask about your package. We ensure that your items will be delivered to the shipping address you provided according to information from the logistics company. 

     ORDER & RETURN

  • How can I pay for an order?
  • You can pay with your credit card or via PayPal. Payments are made in USD. If you choose a different currency than mentioned above, the final charge is made in USD at the exchange rate of your bank.

  • Will I receive my confirmation e-mail?
  • Yes. As soon as you place an order we send the confirmation e-mail. If you don't receive it, please check your spam folder to make sure it didn't get lost there.

  • How to use a discount code?
  • Please enter a discount code to the discount code box located just below the order details in the cart. Please make sure you enter a discount code before checking out.

  • How can I add two discount codes?
  • We are afraid that it is not possible to apply multiple discount codes to one order.

  • How can I add multiple products?
  • Please check out the 5 steps below for more information:

    Step 1: Select your items and “Add to cart”, then click "Check out". Fill in your shipping information and click "Complete Order".

    Step 2: In the pop-up window, click on the location on the image below. Click on “Pay with Debit or Credit Card”

    Step 3: Enter your card information, billing address, and email address (phone number may also be requested depending on your country)

    Step 4: Now you can use credit cards to pay. Click "Pay Now" button to complete payment.

    Step 5: After payment has been completed and successful - you will return to our Thank You Page for order confirmation.

  • Why is my payment not successful?
  • The most common reason for this is due to the fact that some bank providers, especially in the US, CA, or AU impose a restriction on foreign payments. We suggest contacting your bank for more details.

  • Can I exchange any of your products?
  • Unfortunately, no exchanges are possible. However, you can return to our store within 15 calendar days of delivery and make a new order.

  • I have returned my order. When will I receive a refund?
  • After we receive the package, we will contact you to confirm that your order has been cancelled. Your refund should be finalised within 14 days of receiving the package but we will do our best to do it asap.

  • Can I refund my items when I have used over 15 calendar days of delivery?
  • No. All orders are used not eligible for refunds.

  • How Do I Make Sure I Get the Perfect Size/Fit?
  • One of the main things that puts people off buying items online is not being sure about the fit. Our store makes this easy for you. Just use our sizing guide to make sure you get the perfect fitting items. The sizing guide is located on our website, just click any Buy Now button, then choose "Click here to see our size chart"! To ensure a perfect fitting item, find your favourite image and grab a measuring tape. Then check out our sizing guide. All you have to do is measure the length and width of your favourite items and then see which of our items is closest in size. 

  • Will my items Look Exactly Like on the website?
  • The images you see of the items every day on our website are digital mock ups of the design on items. Because of the way our system works (a new item each day) it is not practical/possible to have actual product photos each day. Screen printing is a complicated and delicate process so we cannot guarantee that colours or the layout will be identical to what you see online, of course we always do our best to offer as close to, or an improvement upon what you see on our site. And if for whatever reason you are not happy with the items you receive you can always avail of our policy to return your items to us.

  • How  can I cancel this order?
  • You can only cancel your order within 12 hours from purchasing time of the same day. Please be well informed that a management, processing, and transaction fee, which is 30% of your total order value will be applied for the cancellation.

    Other than that, your order has been processed for stocking, packing, and shipping. 

    So we are sorry to inform you that we can not cancel your order anymore.

  • What can I do if I receive the wrong item?
  • Please send us a picture of the item you received. In case the wrong item was sent to you by mistake, we will resend you the correct one, and you don't need to pay any extra fee.

  • How can I get a refund?
  • We will accept the return on products shipped out by us, and if the item is faulty due to an error on our end and the product was not used.

    Please contact us to return the received product, and then we will issue a refund of the product fee.

  • What can I do if I make the wrong size by mistake?
  • Normally, we can modify the information of the order within 12 hours after your checkout. 

    Once the package was proceeded for stocking, packing, and shipping, we can not change the size as your request.

    Please contact us as soon as possible for the best support.

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    For any other inquiries, please do not hesitate to contact us at support@ pawandpillow.com

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