Frequently Asked Questions (FAQs)
Last Updated: 9 May 2026
We’ve compiled answers to the questions our customers ask most often. If you can’t find what you’re looking for here, our support team is always happy to help at support@pawssiblypets.com.
Orders & Payments
How do I place an order?
Simply browse our store, add your chosen items to your cart, and proceed to checkout. You’ll be guided through entering your delivery address and payment details. Once your order is confirmed, you’ll receive an order confirmation email immediately.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, and other payment methods available at checkout depending on your region. All transactions are processed securely through Shopify’s encrypted payment system.
Can I modify or cancel my order after placing it?
Orders can be modified or cancelled within 24 hours of placement, provided they have not yet entered the fulfilment process. Email us immediately at support@pawssiblypets.com with your order number and the subject line “Cancellation Request — Order #[Your Order Number]”. Once an order has been dispatched, it cannot be cancelled.
Is it safe to enter my payment details on your site?
Yes. Our store is hosted on Shopify, one of the world’s most trusted e-commerce platforms. All payment data is encrypted using SSL technology and processed through PCI-DSS compliant payment gateways. We never store your full card details.
Will I receive an order confirmation?
Yes. An order confirmation email is sent automatically to the email address you provide at checkout within minutes of your purchase. If you don’t receive it, please check your spam or junk folder, then contact us if it’s still missing.
Shipping & Delivery
Where do you ship to?
We ship internationally to most countries worldwide. Shipping availability and costs are confirmed at checkout based on your delivery address. A small number of destinations may be restricted due to carrier limitations or customs regulations.
How long does delivery take?
Delivery times vary by destination. After order processing (1–3 business days), estimated delivery windows are:
- United States & Canada: 7–15 business days
- United Kingdom: 10–18 business days
- Europe (EU): 10–20 business days
- Australia & New Zealand: 10–20 business days
- Rest of World: 12–25 business days
For full details, visit our Shipping & Delivery Policy.
Why does delivery take longer than Amazon or local stores?
We source products directly from global fulfilment centres and ship them straight to your door — a model that allows us to offer a wider product range at fairer prices. The trade-off is longer delivery times compared to local retail. We are fully transparent about this and display estimated delivery windows clearly at checkout.
How do I track my order?
Once your order is dispatched, you’ll receive a shipping confirmation email with your tracking number and a link to monitor your delivery. Tracking updates may take 3–5 business days to appear after dispatch. You can also visit the Track My Order page on our website at any time.
My tracking hasn’t updated in several days. What should I do?
Tracking gaps are common during international transit, particularly when packages move between carriers or pass through customs. Allow 5–7 business days for tracking to resume updating. If your order has exceeded the maximum estimated delivery window for your region with no movement, contact us at support@pawssiblypets.com and we will investigate immediately.
Will I have to pay customs duties or import taxes?
Depending on your country’s import regulations, your order may be subject to customs duties, VAT, or import taxes upon arrival. These charges are levied by your country’s customs authority and are the responsibility of the recipient. We are legally required to declare the full value of all shipments and cannot mark orders as gifts or under-declare values. If you are unsure about applicable duties, we recommend checking with your local customs authority before ordering.
My order contains multiple items — will they arrive together?
Not necessarily. Items in the same order may be shipped from different fulfilment locations and arrive separately. You will receive individual tracking numbers for each shipment. This is completely normal and does not indicate a problem with your order.
Returns, Refunds & After-Sales
What if my item arrives damaged or defective?
We’re sorry to hear that — this is not the experience we want for you. Email us at support@pawssiblypets.com within 30 days of delivery with your order number and clear photos or a short video of the damage. We will arrange a full refund or free replacement promptly.
What if I received the wrong item?
Please email us with your order number and a photo of the item you received. We will verify the error and send the correct item at no additional cost, or issue a full refund — whichever you prefer.
Do I need to return the item to get a refund or replacement?
In most cases, no physical return is required. We resolve the majority of after-sales claims based on photographic or video evidence submitted by email. This saves you the cost and inconvenience of international return shipping. We will advise you on a case-by-case basis if a return is ever necessary.
Can I return an item if I’ve changed my mind?
We are unable to accept change-of-mind returns for opened or used items. If an item is unused and in its original packaging, please contact us within 30 days of delivery to discuss your options. Please review our full Return & Refund Policy before purchasing.
How long does a refund take?
Once your refund is approved, it is processed within 5–7 business days back to your original payment method. Your bank or payment provider may take additional time to reflect the credit in your account. You will receive an email confirmation once the refund has been issued on our end.
What is the deadline for raising an after-sales dispute?
All after-sales disputes — including damaged items, wrong items, and missing orders — must be raised within 30 days of the confirmed delivery date. We are unable to process claims raised after this window.
Products & Safety
Are your products safe for pets?
Yes. All products listed on Pawssibly Pet are reviewed for pet safety, material quality, and suitability before being added to our store. Food-contact items (bowls, feeders) are made from BPA-free, food-grade materials. Toys and accessories are selected for non-toxic construction. Product-specific safety information is included in each product description.
Are your products suitable for all breeds and sizes?
Suitability varies by product. Each product page includes details on compatible pet sizes, breeds, and ages. Please read the product description carefully and refer to any size guides provided before purchasing. If you’re unsure whether a product is right for your pet, contact us and we’ll advise.
Do you sell food or supplements?
Currently, Pawssibly Pet focuses on pet accessories, enrichment products, comfort items, and care tools — not food or supplements. Our product range is regularly updated, so check back for new additions.
Where are your products sourced from?
Our products are sourced from vetted global suppliers and shipped directly from fulfilment centres to your door. We work with established dropshipping partners who meet our quality and safety standards. We do not manufacture products ourselves but carefully curate our range based on quality, safety, and value.
Customer Support
How do I contact customer support?
You can reach us by email at support@pawssiblypets.com. We aim to respond to all enquiries within 24–48 hours, Monday to Saturday. For faster resolution, please include your order number and a clear description of your query in your first email.
What are your customer support hours?
Our support team operates Monday to Saturday. Emails received on Sundays or public holidays will be responded to on the next business day.
I haven’t received a response to my email. What should I do?
Please allow up to 48 hours for a response during busy periods. If you haven’t heard from us after 48 hours, check your spam folder for our reply, then resend your email with your order number clearly in the subject line. We respond to every enquiry.
Do you have a loyalty programme or referral scheme?
We are working on exciting loyalty and referral programmes for our community. Join our email list at the bottom of this page to be the first to know when these launch, along with exclusive discounts and pet care tips.
How do I stay updated on new products and promotions?
Subscribe to our newsletter using the sign-up form at the bottom of any page on our website. You’ll receive updates on new arrivals, exclusive promotions, and expert pet care content delivered directly to your inbox.
Still have a question? We’re happy to help. Email us at support@pawssiblypets.com and we’ll get back to you within 24–48 hours. 🐾