How can we help you?

Frequently Asked Questions

Placing an order in our website its very easy.  you can place an order 24 hours a day, 7 days a week.

Just choose the product you would like to have. 

Choose product type and click add to basket follow the easy steps to checkout page. 

Here you will need to fill in your shipping address. 

Payment you can choose 2 payment options, via PayPal or Credit Card.

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

If you’ve already placed an order, please log in to your account and, under the Order History section, you can see your order status and details. You can also see your order’s progress in your order confirmation email. We’ll also send you an email with tracking information when your order is shipped.

If you have any other questions, please contact us at info@thepawtopia.com

All orders are handled and shipped out from our warehouse. We process orders between Monday and Friday. Most orders placed before 2 pm (PST) from Monday to Friday (excluding federal holidays within the U.S.) will ship the same day. Orders placed after 2 pm (PST) will be shipped the next business day. You will receive notification of any delay or cancellation of your order. For more details, please review our shipping policy.

Once you place your order, please allow 3-5 business days to process your orders for standard shipping. We also offer two other shipping speed options that you can choose from. 

Delivery delays can occasionally occur. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. Due to COVID-19, packages may also be delayed. Please let us know if you haven't received your order when expected by contacting us at info@thepawtopia.com. 

Our team is always making sure you get your delivery sooner or within that period of time.

We sincerely apologize for the inconvenience. Please contact us at info@thepawtopia.com with your order ID number and our support team will get back to you within 24 hours.

If you purchased one of our products on a third-party website like Amazon, please contact their customer service team first. 

We do not support international shipping directly from our website to countries outside of the the United States at this time. However, we plan to expand our service to global customers, so please sign-up for any update!

If you have any questions regarding our shipping policy or the status of your order, please reach out to us at info@thepawtopia.com.

We sincerely apologize for the inconvenience. Please contact us at info@thepawtopia.com with your order ID number and our support team will get back to you within 24 hours.

If you purchased one of our products on a third-party website like Amazon, please contact their customer service team first. 

We truly care for the Pawtopia brand experience of our customers and apologize for your disappointment. If you are unsatisfied with your order, please contact us at info@thepawtopia.com and we will be happy to accommodate you in any way possible. Also you can refer to our return and refund policy. 

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number. Our customer service team will review the return request and will send further instructions once the return is approved.

All return shipping fees and other miscellaneous fees are the responsibility of the customer. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

You can simply Contact Us where our customer service team will be happy to help you with whatever you need!

Any personal information given to the Pawtopia website will be protected. Your information will not be disclosed to any third parties. Our store is hosted by Shopify which will secure your personal information with up-to-date firewall and encryption techniques during the ordering process.