1. How long does order processing take?
Orders are generally processed within 3–5 business days after payment is confirmed. Processing may take slightly longer during holidays or promotional periods.
2. How long does shipping take?
Orders shipped to the United States generally arrive within 10–20 business days after dispatch. Delivery times are estimates and may be affected by customs, carriers, weather, or holidays.
3. How much is shipping?
Standard Shipping is a flat US$5.99 per order unless a different rate or free-shipping promotion is displayed at checkout.
4. How can I track my order?
Once your order has shipped, we will send a confirmation email containing your tracking information. Tracking updates may take 1–3 business days to appear.
5. Can I change or cancel my order?
Please contact us within 12 hours of placing your order. We will do our best to assist, but changes or cancellations cannot be guaranteed once processing has started.
6. What is your return policy?
Eligible unused products may be returned within 30 days of confirmed delivery. Items must be unused, unwashed, free of pet hair and odors, and returned with their original packaging and accessories. Return authorization is required before sending anything back.
7. Which products cannot be returned?
For hygiene and safety reasons, opened or used grooming, cleaning, oral-care, eye-care, ear-care, liquid, feeding, bedding, toy, harness, and carrier products that have contacted an animal cannot be returned. Damaged, defective, or incorrect products remain eligible for review.
8. What should I do if my order arrives damaged or incorrect?
Contact service@pawmoriva.com within 7 days of delivery. Include your order number, a description of the problem, and clear photos or videos of the product, packaging, and shipping label.
9. How do I choose the correct size for my pet?
Please measure your pet carefully and check the size guide on the product page before ordering. Consider your pet’s weight, body measurements, breed, and preferred fit rather than choosing by breed alone.
10. Are your products suitable for every pet?
Every pet is different. Choose products according to your pet’s size, age, temperament, health, and chewing habits. Always supervise toys and accessories, inspect them regularly, and stop use if damage occurs.
11. Do you ship internationally?
International shipping availability depends on the destination and will be shown at checkout. International orders may be subject to local duties, taxes, or import fees payable by the customer.
12. How can I contact Pawmoriva?
Email us at service@pawmoriva.com. We normally respond within 1–2 business days, Monday through Friday.