FAQs

How can I contact ThePawwz?
You can email us at info@thepawwz.com, and our customer service team will be happy to assist you with whatever you need!

Do you ship worldwide?
Yes, we ship worldwide.

Where do you ship from?
We ship from Hong Kong.

Can I change or cancel my order?
We process orders as quickly as possible. Any changes or cancellations must be requested within 12 hours of ordering. After 12 hours, we are unable to make changes. You can return your order for a full refund once it’s received.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

When will my order be processed?
Orders are processed between Monday and Friday within 1-3 business days of the order date and shipped the next day. Please note that we do not ship on weekends, and orders may take extra time during holidays and sales seasons.

How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.

What if I don't receive my order?
If you don’t receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs and taxes?
The prices displayed on our site are tax-free in NZ/ AU Dollars. However, you may be liable to pay import duties and taxes once your order arrives at its destination. These charges are determined by your local customs office and are your responsibility. We are not responsible for delays caused by customs. Please contact your local customs office for more details.

How do I return an item?
To return an item, please contact us at info@thepawwz.com.

What if the item(s) I received are defective/incorrect/damaged?
If you received incorrect, missing, or damaged items, please contact us with your order number, photographs of the item(s), and all related references. We will do our best to resolve the issue as quickly as possible.

When will I receive my refund?
Refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be processed within 7-10 business days of receiving the returned item or cancellation request. Please check with your bank for when the refund will be posted to your account. If you haven't received a credit yet, contact your bank or credit card company.