ORDER PLACEMENT

1. How to place an order?

Follow these steps to purchase at our store:

• Step 1: Select the item(s) that you wish to purchase on our website 
• Step 2: Complete all required options (types, colors, name,  several pets, quantity…) then click the button “ADD TO CART”.
• Step 3: Fill in your data (contact information, shipping address) and choose the payment method. If the entire procedure is performed correctly, you will receive a confirmation email with a detailed description.

2. I forgot to enter my discount code.

If you forgot to enter the discount code when ordering, don't worry. We allow customers to cancel orders within 2 hours of placing the order with a reasonable reason. Therefore, you can cancel the old order within the allowed time and place a new order with the discount code.

3. I didn't receive my order confirmation email.

• After successfully placing an order, Pawpik will send you an email confirming your successful order.
• Please check your Spam/Junk mailbox again if you do not see any email in your inbox. If this kind of email does not appear on your Spam/Junk mailbox, we recommend you to Contact Us so we may investigate this for you.

4. Can I place a special order outside of the available designs?

• If you want to order a design that is not available on the website, please send us an email with a detailed description of the product and a picture of your pet. Next, we will review the feasibility create a sketch (if the design is approved), and send you the product price. If you agree with the design and price, send a confirmation email to Pawpik and complete the payment procedures. Then we will begin production of this specially requested product.
• If your design is not feasible, we will also send an email notifying you about this. You may send us alternative design requests or explore our diverse range of products on our website.

 

SHIPPING & DELIVERY

1. How can I track my order?

At Pawpik, we understand the importance of order tracking for every customer. Once your order begins shipping, we will provide you with an order tracking code via your email. You can look up the code on Pawpik's website to track the order's journey and arrange a time to receive the goods.

2. My order was shown “Delivered” but nothing was received.

• If you receive a successful delivery notification but still haven't received your order, don't worry too much, try checking the post office box in front of your house to see if the product is placed there.
• Some address confusion also causes orders to be delivered to your neighbor's address.
• Sometimes your relatives or friends have received the goods but have not notified you yet.
• Some shipping units also set the delivery mode to be successful when they plan to deliver on the same day. So please be understanding and patient with these lovely orders!
• Any problems that arise, such as rain or storms, will also affect your delivery time. If you feel the wait is too long, do not hesitate to contact us via email for quick support.

3. Can my small orders be combined into one large order to be delivered at the same time?

For products ordered on the website, we regret that it will not be possible to combine orders into one for many different reasons.

• Each of our products will be manufactured in separate factories spread across the United States to ensure shorter shipping times to customers.
• Furthermore, the production time of the goods is different so if you combine them into one large order, you will have to wait longer for us to complete the production and packaging to send them all.

 

AFTER-SHIP ISSUES

1. How can I exchange the size?

• We regret to inform you that we are unable to provide the size exchange service you desire based on the made-to-order nature of the product.
• If the actual size of the product is not the same as the size shown on the tag or the website, please contact us via email so we can try to resolve this issue. After confirming the information, we will send you a new product quickly. Pawpik apologizes for this inconvenience and hopes customers will continue to love and support new products from us.

Click here for more details about exchanges or returns. 

2. I received a product that was defective in design / broken during shipping.

We apologize if you encountered this inconvenient situation. If the product has printing errors or is broken or chipped due to transportation, please follow these steps so Pawpik can assist you quickly:

• Step 1: Contact us via email.
• Step 2: Provide the following information:

1. Your order number.
2. A detailed description of the problem.
3. Some photos/videos illustrating the issue.
4. A photo of the shipping label.
5. Whether you would prefer a replacement or refund.

• Step 3: Receive our support once your request has been processed and approved by the Customer Service Department.

Click here for more details about exchange or returns

3. How do I return goods if I no longer need them?

We regret to inform you that we cannot accept returns for any reason except design deviations from the product description on the website or damage due to shipping.