FAQs

How long does it take to receive my package?

Since our brand focuses on reducing environmental impact, we make each product to order then ship it. The production time takes 3 days, with shipping 3-10 days. Please keep in mind the following regions have a delivery time of 30+ days (American Samoa, Guam, Northern Mariana Islands, Virgin Islands).

There are circumstances that are out of control (natural disasters, holidays, weather, etc.) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

 

Is there tracking included?

Yes, we include a tracking number with each package. If you have multiple packages, you will receive tracking for each package.

 

Why is my order sent in different packages?

We have a local warehouse in Columbus, Ohio, US where we ship out from, and sometimes, we do not have all the materials needed for making your order, so we use a remote warehouse in Quanzhou, China.

 

Why haven't I received my package?

If you haven't received your package within 14 days from shipping, please contact us.

Please keep in mind that if the package was not delivered due to incomplete address, we will not be able to refund you.

 

I input my address wrong! Can I update it?

Yes, please send us an email as soon as possible with you order number, email address used for buying, and the correct shipping address.

 

My package arrived damaged.

Please contact us within 10 days with a picture of the damaged package, with your order number and we'll be happy to send you a new package, free of charge.

  

Can I cancel my order?

You are able to cancel your order with no penalty! You must cancel your order 24 hours after creating it for the cancellation to be applied. If the item has already shipped, please email support@pitpatpawz.com. All you need to do is send us an email with the subject line "CANCEL", and the email address used along with the order number.

 

I still have a question. Can you help?

If we still haven't managed to answer your question please feel free to contact us at support@pitpatpawz.com and we will do our best to reply within 24 hours :)