Frequently Asked Questions

Labrador at work in office, faqs page image

1. Can I change my shipping address or order items after placing the order?

Please contact us within 2 hours of placing your order. After that, once the order is packed or shipped, the address cannot be changed. Items themselves cannot be modified – please cancel and reorder if needed.

2. Can I cancel my order?

Yes, if your order has not yet entered “processing”. Once it is processed or shipped, cancellation is not possible. Please refer to our Return & Refund Policy.

3. What payment methods do you accept?

We accept major credit cards, PayPal, and other options shown at checkout. We do not store your full card details.

4. How long does it take to process and deliver my order?

Processing: 1–3 business days.
After dispatch:
– Southeast Asia: 5–12 business days
– US, Canada, Europe, Australia, New Zealand: 7–20 business days
– Rest of world: 15–30 business days

5. How much is shipping? Do you offer free shipping?

Free standard shipping on all orders over **$59 USD**. For orders below $59, shipping cost is calculated at checkout based on weight and destination.

6. Will I be charged customs duties or import taxes?

Yes, buyers are responsible for any customs duties, import taxes, or brokerage fees imposed by the destination country. If you refuse to pay and the package is returned or abandoned, you will be responsible for all shipping costs and any loss. Please check with your local customs before ordering.

7. How do I track my order?

A tracking number will be emailed once your order has shipped. Tracking updates may take 2–5 business days to appear.

8. Tracking shows “delivered” but I haven’t received my package. What should I do?

First, check with neighbors, front desk, or your local post office. If still missing, contact us. Confirmed lost packages will be fully refunded or replaced (at our discretion).

9. My package was returned to you. What happens next?

This usually happens due to an incorrect address, unclaimed customs, or failed delivery attempts. You can choose to pay for re-shipping. If you do not wish to reship, we will refund the order amount excluding original shipping fees.

10. Can I return an item? What is the return window?

Yes, you may request a return within 30 days from the date you receive your order. Items must be unused, unwashed, and in original packaging with all tags and accessories. Returns must be pre-approved (RMA).

11. Which items cannot be returned?

· Customized or personalized products
· Pet apparel, collars, harnesses, bedding (if unpackaged or showing use)
· Perishable goods (food, treats, supplements)
· Sealed products that have been opened (e.g., treat bags, toy packages)
· Gift cards

12. Who pays for return shipping?

· Defective / damaged / wrong items: We pay (prepaid label or reimbursement after verification)
· Change of mind or other non-quality reasons: You pay

13. Why is my refund less than the original price I paid?

For returns not caused by our error (e.g., change of mind), we may deduct a restocking fee of up to 20% to cover handling and repackaging. This fee will be clearly communicated before refund. Original shipping charges are also non-refundable unless the return is due to our error.

14. How long does it take to get a refund?

Within 14 business days after we receive and inspect the return. Refund will be made to your original payment method.

15. I received a damaged, defective, or wrong item. What should I do?

Contact us within 14 days of delivery at info@allypaw.com with photos/videos and your order number. We will arrange a replacement or full refund at no cost, including return shipping if needed.

16. Do you offer exchanges?

We do not offer direct exchanges. Please return the original item following our return policy and place a new order.

17. Are AllyPaw products safe for pets?

We use commonly recognized safe materials. However, products are provided “as is” (see Terms of Service). If your pet has specific allergies or health conditions, please consult a veterinarian before use.

18. Do you store my payment information?

No. All payments are processed through secure third-party gateways. We do not store full credit/debit card details.

19. How can I delete my personal data?

Please email us at info@allypaw.com to request deletion. We will handle it in accordance with applicable privacy laws and our data retention policy.

20. Can AllyPaw cancel my order after I have paid?

Yes, in rare cases (e.g., suspected fraud, pricing error, or stock issues). If we cancel, we will notify you by email and process a refund according to our refund policy.

If the information above does not resolve your issue, please visit our contact us page to submit your inquiry. We will get back to you as soon as possible.

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