FAQs
RETURNS & REFUND
Can I make change request or cancel my order after I've made a purchase on the website?
Once your order has been placed we are unable to cancel it. if you need to change delivery information, please contact us right away at support@pawsandcoonline.com. Once the order is processed we will be unable to make any changes.
What if the item I ordered arrived broken or damaged?
For sudden instances or cases, we will make it up to you by sending a replacement. We take great care in selecting the manufacturers of our curated collection. If you discover a flaw or fault in the item, please contact us within the first 48 hours of receiving it.
How do I return something?
Step 1 : Initiate your return/exchange
E-mail us at support@pawsandcoonline.com and
let us know your order number. Our customer service representatives
determine eligibility for refunds and exchanges and then a “Return &
Exchange” authorization will be sent to you.
Step 2 : Ship product back
Once our customer service has approved your request and provided our
return/exchange address to you, please initiate the return/exchange
within 3 working days by following our instructions. It's better to use
the shipping method providing tracking information as well as a
signature, so delivery can be confirmed. If the item to be
returned/exchanged is shipped without a tracking number, the customer
will be liable once the item is lost by the carrier and no refund will
be issued.
Step 3 : Refund or exchange
When we receive your return, we will inspect the item in 3-5 working
days and then provide a replacement for an exchange or issue a refund.
PAYMENTS
What types of payment do you accept?
We recommend using these types of cards on all your transactions.
Visa, Mastercard, American Express
Please note that all credit card payments are processed using 3D Secure (3DS), a payment authentication system to protect you against unauthorized use when you shop with us. One-Time Password (OTP) is sent to your mobile number for authentication. Please contact your issuing bank regarding your card's enrolment for OTP.
SHIPPING
Do you ship worldwide & how much does shipping cost?
Yes - we ship worldwide. We offer FREE Domestic and International Shipping with tracking with order above $49.
And $8.00USD shipping cost with orders below $49USD.
What are your shipping and processing times?
• United States: 5 - 10 days
• United Kingdom: 5 - 10 days
• Canada: 5-10 days
• Australia: 6 - 11 days
• Other Countries: 10- 20 days
For US Customers: The delays and backlogs from last year due to the COVID-19 pandemic are still continuing. The holiday season increased the backlogs due to high volume of sales everywhere. Please track your parcels through the tracking link sent to you. If you have not received your parcel after allowing a few additional days due to the USPS situation, please let us know and we will assist you.
Please see the article from NPR should you want to know more about the current situation with USPS.
Processing Times
Orders take 2-3 business days to process after placing the order before shipping out. We do not ship out on weekends.
Where do you ship from?
We ship out from fulfillment centers in the Hong Kong, Eastern Asia,
and Western Europe. Our products are efficiently packaged by our expert handling team to ensure they arrive in perfect condition regardless of how far they go.
Where can I find my tracking number?
When your items are shipped out, you should receive an automatic notification
from our system via email providing you with a tracking number.
If you have trouble finding your tracking information, please contact support@pawsandcoonline.com for assistance.
What if my shipping address is wrong?
If you noticed that your shipping address is incorrect, please be sure to contact us right away! We still can update it if the order has not been shipped yet. Once the order has been shipped, we are unable to change it anymore so please double check it before submitting an order.
Unexpected Delays
In some instances, the delivery may take longer than the standard shipping times stated above. External factors might cause shipping delays such as international customs processing and holidays that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.