FAQS

ORDERING

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HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

Most orders leave our warehouse 1-2 business days after they are placed. Following a holiday weekend, sale or a new product launch, we might need a couple extra days to catch up with packing

If your order has not yet shipped, and you need to make a change or request a cancellation, please reach out to us right away at office@pawsmore.com. We’ll do our best to accommodate your request, but item changes and cancellations are not guaranteed once an order has been submitted!

If your order has not yet shipped, and you need to change your address, please email office@pawsmore.com, and include the alternative address. If your order has already left our warehouse, it’s too late to change the shipping address!

Visa, Mastercard, American Express, Shop Pay, ApplePay, Google Pay, Meta Pay & Gift Cards.

SHIPPING

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WHEN WILL I RECEIVE MY ORDER?

We are typically able to process your order in 1-3 business days! Once your order has shipped, the delivery time will vary based on your location. Our standard estimated shipping times are:

  • United States: 6-12 business days
  • Canada: 7-12 business days
  • Europe: 6-10 business days
  • Australia & New Zealand: 6-12 business days
  • Japan: 4-8 business days

We will make every effort to deliver your package on time. However, delays may occur due to invalid addresses, customs clearance issues, public holidays, peak seasons, local carrier delays etc, and as a result we can't guarantee an arrival date. Your patience is highly appreciated.

For the most accurate updates on your package’s whereabouts, please check your tracking link once your order has shipped. 

Please check the following:

  • Please make sure your order address is correct
  • Check with neighbours and family members(sometimes they will help pick it up)
  • Look around the place of delivery (mailbox)
  • Check for notice of attempted delivery

If you still cannot find your package, please contact us at office@pawsmore.com

As soon as your order ships, we'll send you an email with tracking information. Using the tracking number(s) provided, you can track your order by visiting the carrier's website.

EXCHANGES & RETURN

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HOW LONG DO I HAVE TO RETURN OR EXCHANGE AN ITEM?

You have 30 days after receiving your item(s) to complete a return or exchange.

Eligibility for Exchange: We offer a one-time size exchange on products that do not meet your sizing expectations. To qualify for an exchange, the product must be in its original, unworn condition with all tags and packaging intact.

Exchange Period: Requests for size exchanges must be made within 7 days of the package delivery day.

Process for Exchange:

Contact Us: Please email our customer service team at office@pawsmore.com to initiate the exchange process. Include your order number and the desired new size.

Return Shipping: You are responsible for the cost of shipping the product back to
us (Hong Kong). Please use a trackable shipping method to ensure the safe return of your item.

Inspection and Dispatch: Upon receiving the returned product, it will undergo an inspection. If it meets our conditions, we will process the exchange and ship the new size to you. We will cover the shipping costs of the exchanged item.

Eligibility for Return: Returns are accepted if the product is unworn and in its original condition, including packaging and tags.

Return Period: Returns must be initiated within 7 days from the delivery date.

Restocking Fee: There is a 25% restocking fee on the original purchase price for returned items.

Process for Returns:

  1. Notification: Contact our customer service at office@pawsmore.com within the 7-day period to start the return process.
  2. Shipping Product Back: You are responsible for the return shipping costs. The item must be packed securely and sent back using a trackable shipping service.
  3. Refund Issuance: Once we receive and inspect the returned product, we will issue a refund minus the 25% restocking fee and shipping costs. Refunds will be processed in the original form of payment.

In cases with free shipping, customers are liable for the shipping fee if the product is refunded.

Please note that certain items may be ineligible for return or exchange due tohygiene or personalisation considerations. All personalised products are final sale and cannot be returned or exchanged. Any additional exceptions will be clearly indicated on the relevant product page.

PRODUCT SUPPORT

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HOW LONG DO I HAVE TO RETURN OR EXCHANGE AN ITEM?

You sure can! Wash rope products by hand in your bathtub or a bucket. Use warm water and mild soap (not detergent), swish, then drain. Repeat until the water runs clean. Hang to dry uncoiled, away from direct sunlight. For all other products, wash on ‘gentle’ with no or low heat and hang to dry.

We work hard to ensure the digital representation of a product is as close to the original as possible. However, individual device settings can distort the appearance of colors, so the actual item may vary slightly in color to what you see on your computer or phone screen.

PAYMENT & SAFETY

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IS MY PAYMENT DATA SAFE WITH YOU?

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

For more insight, you may also want to read Shopify’s Terms of Servicehereor Privacy Statementhere.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.