Shipping Policy

Where do you ship?
We ship internationally, ensuring our products reach pet lovers around the globe.

How long does it take to process my order?
Standard Orders: We process and ship standard orders within 1-2 business days.

Custom Orders: Custom orders, including personalised accessories and portraits, take 1-2 business days to create and send you a digital proof. Once you approve the proof, the final product will be shipped.

How much does shipping cost?
Shipping fees are calculated at checkout based on your location and the size/weight of your order.

How can I track my order?
Once your order has shipped, you’ll receive an email with a tracking number. You can use this number to track your package through our website or the carrier’s tracking system.

Returns Policy

What is your return policy?
Non-Custom Items: We accept returns and exchanges on non-custom items within 14 days of purchase. Items must be in their original condition and packaging. Please note that the customer is responsible for return shipping costs.

Custom Items: Due to the personalised nature of custom items (such as custom accessories and portraits), these products are non-refundable once the final product has been approved and dispatched. We do not accept returns or exchanges on custom items unless they arrive damaged or incorrect.

How do I return an item?
To initiate a return, please contact our customer service team at info@pawparadiseonline.com with your order number and details of the item you wish to return. We’ll provide you with the return address and instructions on how to proceed.

What if my item arrives damaged or incorrect?
If your item arrives damaged or incorrect, please contact us within 7 days of receiving your order at info@pawparadiseonline.com. We’ll work with you to resolve the issue, either by replacing the item or offering a refund, depending on the circumstances.

When will I receive my refund?
Once we receive and inspect your returned item, we’ll process your refund. The refund will be applied to your original payment method, and you’ll receive a confirmation email. Please allow 5-10 business days for the refund to appear in your account, depending on your payment provider.

Need more help?
If you have any questions or need further assistance, feel free to contact us at info@pawparadiseonline.com. We’re here to help!