FAQ

Order & Shipping

1. How long will it take to receive my order?

Once we receive your order, it usually takes 1-3 business days to get it ready to ship out. Standard shipping takes around 8-15 days to arrive.

2. How to track my order?
Once your order has been shipped, you’ll receive an email with a tracking link so you can check the delivery progress anytime. You can also log in to your Account on our website to view the latest updates on your order status.

3. Do you ship internationally?

Yes, we do! If you live outside the US, please contact support@pawlyboo.com to confirm the shipping time and cost.


4. I haven’t received my order yet

That’s definitely not what we want you to experience! Please contact us at Support@pawlyboo.com, and our team will help you sort it out right away. We’ll review what might have gone wrong during shipping and, if necessary, file a claim with the delivery service to make sure you get the support you deserve.

5. My package shows delivered, but I didn't actually receive it

In some cases, delivery services update the tracking status to “delivered” before the package is physically dropped off. This can take an extra day or two to resolve, so we recommend allowing a little more time. If your order still hasn’t arrived after that, please contact us at Support@pawlyboo.com, and our team will investigate and manage any necessary claims with the shipping company. 

6. How do I get free shipping?

Order above $100 gets free shipping! Standard Shipping costs $9 USD.

Exchange & Return

1. What is your return policy?
You can find our return policy here.

2. How can I return a product?
Please contact our email service Support@pawlyboo.com.

3. Can I exchange items?
Exchanges are generally accepted. Please contact us at support@pawlyboo.com, and we’ll assist you with the next steps.

4. Can I cancel my order?
Yes! Just email Support@pawlyboo.com with your order number and request to cancel.

5. Do you refund the delivery charge?
Unfortunately, shipping fees for returns must be covered by the customer if the items returned for a refund are for non-quality issues.


Sizing & Fit

1. I'm not sure which size I should buy.
You can measure your pet's size and weight carefully and refer to our numeric size guide. If you have any questions about specific measurements or need help with sizing, please contact us at support@pawlyboo.com

2. What do I do if my dog is in between sizes?
If you are in between sizes, go with the larger size. We also recommend prioritizing chest measurements over the neck and back measurements.
3. Can you help me double-check the size?
Leave your dog’s measurements in the order note — we’ll double-check the sizes you selected.
If anything seems off, we’ll contact you by email, so please keep an eye on your inbox!

Payments

1. What are my payment options?
We want to make buying your favorite Pawlyboo.com fast and easy, and accept the following payment options: Visa, MasterCard, American Express, Discover, Google Pay, Apple Pay, PayPal.
All payments are collected via Shopify Payments.