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Frequently Asked Questions
Find quick answers to the most common questions about our products, orders, shipping and more.
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Orders
Can I change or cancel my order?
Yes! You can change or cancel your order within 1 hour of placing it. After that, our team works hard to process and ship it as quickly as possible, so please contact us right away if you need any help.
Still need help? Contact usWhen will my order ship?
Orders are usually processed within 1–2 business days. You’ll receive a confirmation email with tracking as soon as your order leaves our warehouse.
Still need help? Contact usHow can I track my order?
As soon as your order ships, we email you a tracking number. It may take up to 24 hours to show its first update.
Still need help? Contact usShipping
How long does shipping take?
Shipping usually takes 5–14 business days depending on your location. You’ll see an estimated delivery window at checkout.
Still need help? Contact usHow much does shipping cost?
The exact shipping rate is calculated at checkout based on your address, so you'll always see the final cost before you pay.
Still need help? Contact usWhere do you ship?
We currently ship across Canada. We’re working on expanding to more regions — stay tuned!
Still need help? Contact usPayments
What payment methods do you accept?
We accept all major credit and debit cards, as well as popular express checkout options like Shop Pay, Apple Pay and Google Pay.
Still need help? Contact usIs my payment information secure?
Absolutely. Payments are processed through Shopify’s secure, PCI-compliant checkout — we never see or store your card details.
Still need help? Contact usWhen will my refund appear?
Once a refund is issued, it typically appears on your statement within 5–7 business days, depending on your bank.
Still need help? Contact usReturns
What is your return policy?
You can return most items within 30 days of delivery, as long as they’re unused and in their original packaging. See our Return Policy page for the full details.
Still need help? Contact usHow do I start a return?
Just reach out through our contact page with your order number and we’ll confirm your return within one business day, along with simple instructions.
Still need help? Contact usMy order arrived damaged. What should I do?
We’re so sorry! Contact us within 7 days of delivery with a photo of the item and we’ll make it right at no cost to you.
Still need help? Contact usProducts
Are your products safe for all pets?
We select products made from pet-safe, durable materials. Each product page lists sizing, materials and any usage notes so you can choose with confidence.
Still need help? Contact usHow do I choose the right size?
Every product page includes a simple size guide. If you’re between sizes or unsure, message us — we’re happy to help you pick.
Still need help? Contact usHow do I clean and care for my product?
Care instructions are listed on each product page. Most Pawro products are designed to be easy to rinse or wipe clean.
Still need help? Contact usAccount
Do I need an account to place an order?
No — you can check out as a guest. An account just makes it easier to track orders and check out faster next time.
Still need help? Contact usHow do I reset my password?
On the login page, click “Forgot password?” and we’ll email you a secure reset link within a few minutes.
Still need help? Contact usHow do I update my details?
Log in to your account to update your name, email and saved addresses at any time.
Still need help? Contact usSupport
How can I reach your support team?
The fastest way is through our contact page — or email us directly. We read every message ourselves.
Still need help? Contact usHow quickly do you reply?
We usually reply within a few hours during business hours, and always within 24 hours.
Still need help? Contact us
Can’t find what you’re looking for?
Our friendly support team is always here to help with anything you need.
Contact Us- Live Chat Get instant help, Mon–Sat, 9am – 8pm
- Email Us We usually reply within a few hours
- 30-Day Returns Easy & hassle-free
- Secure Checkout 100% protected payments
- Loved by Pets Trusted by pet parents