Shipping & Returns
Shipping Policy
Order Processing Time All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Domestic Shipping Rates and Estimates
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Standard Shipping: We are thrilled to offer FREE standard shipping on all orders! Standard delivery typically takes up to 30 days.
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Expedited Shipping: Need your pet supplies faster? We offer expedited shipping options calculated at checkout based on your location and order weight.
International Shipping We currently offer international shipping to select countries. Shipping charges for your order will be calculated and displayed at checkout. Please note that your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Pawtra is not responsible for these charges if they are applied.
How do I check the status of my order? When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 30 days of receiving your shipping confirmation email, please contact us with your name and order number, and we will look into it for you.
Return & Exchange Policy
Returns
We want you and your pet to be completely happy with your purchase! If you are not entirely satisfied, you have 30 days from the date of delivery to return eligible items.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please note that certain items cannot be returned for safety and hygiene reasons, including perishable goods (like treats or food), personalized items, and sanitary products.
How to Initiate a Return
To start a return, please contact us at [Insert Contact Email] with your order number and the reason for the return. We will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund has been approved. If approved, a credit will automatically be applied to your original method of payment. Please remember it can take some time for your bank or credit card company to process and post the refund.
Exchanges
We only replace items if they are defective or damaged upon arrival. If you need to exchange a damaged item for the exact same product, please contact us at [Insert Contact Email] with your order number and photos of the damage.
Return Shipping
You will be responsible for paying for your own shipping costs for returning your item unless the return is due to our error (e.g., you received an incorrect or defective item). Original shipping costs are non-refundable.