Question 1

How long does shipping take?

Accepted Answer

Standard shipping takes 5–8 business days. Express shipping (2–3 business days) is available at checkout for $9.99. We process and dispatch orders within 1–2 business days.

Question 2

Do you ship internationally?

Accepted Answer

Yes! We currently ship to the United States, Canada, United Kingdom, and Australia. International orders typically take 7–14 business days.

Question 3

How much does shipping cost?

Accepted Answer

Standard shipping is FREE on all orders over $50. For orders under $50, standard shipping is a flat $4.99. Express shipping is $9.99 regardless of order size.

Question 4

How do I track my order?

Accepted Answer

Once your order ships, you'll receive a confirmation email with a tracking link. You can also visit our Order Tracking page and enter your order ID at any time.

Question 5

What if I need to change my shipping address?

Accepted Answer

Contact us at support@pawhavenpets.org within 24 hours of placing your order. After that, the order may already be in fulfillment and we may not be able to make changes.

Question 6

What is your return policy?

Accepted Answer

We offer a 30-day no-questions-asked return policy. If you're not 100% happy with your purchase — or your pet isn't! — just let us know and we'll make it right.

Question 7

How do I start a return?

Accepted Answer

Email support@pawhavenpets.org with your order number and reason for return. We'll send you a prepaid return label within 1 business day.

Question 8

When will I receive my refund?

Accepted Answer

Once we receive your return, refunds are processed within 1–2 business days. You'll see the amount back in your account within 3–5 business days depending on your bank.

Question 9

What if my item arrives damaged or defective?

Accepted Answer

We're so sorry if that happens! Take a photo and email it to support@pawhavenpets.org. We'll send a replacement or issue a full refund immediately — no need to return the damaged item.

Question 10

Can I exchange an item for a different product?

Accepted Answer

Absolutely. Start a return as normal and place a new order for the item you'd prefer. If the prices differ, we'll credit or charge the difference.

Question 11

Are your products safe for pets?

Accepted Answer

Yes. Every product in our catalog is reviewed for safety before listing. We prioritize BPA-free materials, non-toxic dyes, and pet-safe construction. When in doubt, check the product's materials section or email us.

Question 12

Where are your products sourced from?

Accepted Answer

We work with carefully vetted suppliers who meet our quality and safety standards. We're constantly testing and updating our catalog to ensure every product earns its place.

Question 13

Do you offer size guides for products like harnesses and collars?

Accepted Answer

Yes — size information is listed on each individual product page in the Key Features section. When in doubt, we recommend measuring your pet's neck and chest girth before ordering. You can also email us for sizing advice.

Question 14

What if the product doesn't work for my pet?

Accepted Answer

Every pet is different. If a product doesn't suit your pet within 30 days, return it for a full refund under our happiness guarantee — no explanation needed.

Question 15

Do you sell products for both dogs and cats?

Accepted Answer

Yes! We have a growing catalog for both dogs and cats. Use the Shop by Category filter on our products page, or take our Pet Quiz to get personalized recommendations.

Question 16

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as Apple Pay and Google Pay. All payments are processed securely through Stripe.

Question 17

Is it safe to enter my payment info on your site?

Accepted Answer

Absolutely. We use Stripe for payment processing — your card details never touch our servers. All transactions are encrypted with TLS and Stripe is certified PCI DSS Level 1.

Question 18

Can I modify or cancel my order after placing it?

Accepted Answer

Contact us at support@pawhavenpets.org as soon as possible. We can usually modify or cancel orders within 24 hours. After that, the order may be in fulfillment.

Question 19

How do I use a coupon or promo code?

Accepted Answer

Enter your code in the "Coupon code" field on the Cart page before clicking "Proceed to Checkout." The discount is applied immediately and reflected in your order total.

Question 20

I was charged but didn't receive an order confirmation email — what do I do?

Accepted Answer

Check your spam folder first. If it's not there, email support@pawhavenpets.org with your name and the email you used at checkout. We'll track down your order and resend the confirmation.

Question 21

What makes PawHaven different from other pet stores?

Accepted Answer

We don't list everything — we list the best. Every product is hand-picked for quality, safety, and value. We'd rather carry 30 great products than 3,000 mediocre ones.

Question 22

How can I contact customer support?

Accepted Answer

Email us at support@pawhavenpets.org — we aim to respond within 24 hours on weekdays. You can also use the Contact form on our Help page.

Question 23

Do you offer discounts for new customers?

Accepted Answer

Yes! New customers get 10% off their first order with code WELCOME10. You can also subscribe to our newsletter for exclusive deals and early sale access.

Question 24

Do you have a loyalty or rewards program?

Accepted Answer

Yes! Our PawPoints rewards program lets you earn 1 point for every $1 spent. Reach 100 points and get an automatic $10 off coupon emailed to you. Points never expire. Visit /loyalty to check your balance.

Frequently Asked Questions

🚚 Shipping & Delivery

🔄 Returns & Refunds

🛍 Products & Quality

💳 Orders & Payment

🐾 About PawHaven

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