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FAQ

Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at support@theonlypaw.com

Q. Where do you ship from?
We ship from our partnered warehouses & factories located in US, UK & China. So, please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.

Q. When Will My Order Ship?
Orders are usually processed and shipped within 2~5 working days of purchase.

Q. How Long Does Shipping Take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. Average shipping time is about 8-14 working days. Your tracking number will be updated 3-7 days after your order has been shipped.

Q. Which currency will I be charged in?
We processes all orders in USD. While the content of the cart is displayed in several currencies, you will checkout using USD at the most current exchange rate.

Q. Will I receive a confirmation number when I place my order?
Yes, all customers will receive an order number after placing their orders. Please contact us if you don't receive one within 24 hours. 

Q. Who can I contact if I have a problem with my order?
All inquiries can be forwarded to support@theonlypaw.com 

Q. What Methods of Payment Do You Accept?
We accept Paypal, Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card.

Q. Is Checkout on this site safe and secure?
You can be absolutely sure that all purchases here are safe and secure. 

Q. If I enter my email address will you sell my information?
We do not sell our customers information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts. 

Q. Will I (the customer) have to pay customs?
For most countries you will not have to pay customs, but it depends where are you located and if you order more than 1 piece.

Q. How Do I Cancel An Order?
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Q. What Is Your Refund Policy?
We offer a 100% money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund as preferred. If you are unsatisfied with your order – please contact our support and we will do our best to help you out!

Customers will be responsible for paying return shipping costs.
We do not issue the refund if:
your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
*You can submit refund requests within 15 days after the guaranteed period for delivery (30 days) has expired. You can do it by sending a message on Contact Us page.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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