FAQs

  • What payment methods do you accept?

    We accept all major credit cards, such as VISA, MasterCard, Amex, Paypal

  • How much is shipping?

    We offer FREE trackable international shipping

  • When will my order ship?

    The order processing normally takes 24 hours, but might take up to 3-5 business days.

    Processing includes checking, packing, and sending your orders to the post-office.

    After all these procedures, the tracking number will be provided to you. Processing time should be added to the total delivery time.

  • What about delays?

    In very rare occasions, the delivery may take longer than the standard shipping time stated above.

    Most of the delays are caused by the customs, that, unfortunately, we can’t control. We seek your patience and understanding should this happen.


  • How long will it take to receive my order?

    Orders can take between 8-25 days for our internationally shipped items although most of the time they arrive earlier. Allowing this time frame takes into account any potential delays during transit or from customs, which is unfortunately outside of our control.

    During peak holiday times international shipping may take up to 31 days.

    If you are unsure if shipping is local or international before you purchase, please feel free to contact our helpful service team at; sales@paws-here.com

    If your order has not been received after 8 weeks please contact us at sales@paws-here.com, we will then contact the suppliers and investigate the matter to resolve any potential issues.

  • Will I have to pay international taxes or duties?

    In most cases, customs fees do not apply but you may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers). 

    Unfortunately, Paws-Here has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.


  • I need to change or cancel something on my order - how do I do that?

    If you need to change or cancel your order please let us know immediately by emailling sales@paws-here.com within 24 hours of placing the order.

    After 24 hours we are unable to make any changes or cancellations.

  • My order status says "unfulfilled" what does that mean?

    "Unfulfilled" means that we have received your order, once it has been processed and shipped the status will change to "Fulfilled".

  • How do I return an item?

    We want you to be delighted with your purchase, but if you are unsatisfied with your order for any reason and wish to return it, please contact us at sales@paws-here.com within 7 days of receiving it.

    Any product in brand new condition in its original packing can be returned to us for a full refund.

    The price paid will be the price refunded.

    Any items that have been used, worn or played with cannot be refunded.

    Items must be unwashed and not altered in any way in order to be accepted for exchange or credit. We will email you a returns form with instructions to make arrangements.

    All shipping costs and miscellaneous fees are the responsibility of the customer.

  • What if the items I received are defective, incorrect, damaged or have parts missing?

    We want you to love your purchase!

    If you are not completely satisfied, let us know and we will work with you to make it right.

    Please contact us within 7 days of receiving your order.

    sales@paws-here.com

    To ensure a smooth return please include your order number, photographs of the items, and all related references from the packaging.

    We want you to be happy and satisfied with our customer service and we will do everything possible to resolve your problems as soon as possible.

  • I ordered 2 items but have received only one - what's happening?

    Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a few days before the other.

  • What if I don't receive my delivery?

    Once your order has left our suppliers warehouse then they are in the care of the courier companies that each supplier chooses.

    We cannot control this so in the unlikely event that your parcel has not arrived we will do everything that we can to resolve the problem.

  • How long is the return process and when will I receive my refund?

    From the day that we receive your returned item your refund can take up to 5 days.

    You will receive an email confirmation when the return has been received.

    All refunds will be credited to your original form of payment.

  • Why choose Paws-Here?

    We know that you have a wide choice in online shopping destination, but at Paws-Here we want to do all that we can to earn your trust and loyalty.

    We are a small business that values every customer and every order.

    Every product we chose and business decision we take is based on our core values, we want this to be a good experience for you!

    Customer service is our top priority - we value your trust in us and we want to retain your custom, so we will always go above and beyond to make shopping with us a good experience.

    100% safe on line shopping - your payment is received into the Paws-Here bank account, and we then make the payment to the supplier, your bank details are treated most carefully.

    GDPR - your details are shared only in so far as is needed to complete your order. Please see our separate privacy policy in the footer for more details.

    Money Back Guarantee - if you are not delighted with your order you can return it to us and we will refund your entire purchase!