Frequently Asked Questions

Welcome to the Paws and Wings™ FAQ. Below you’ll find answers to common questions about ordering, shipping, tracking, returns, products, and customer support.

Ordering & Payment

How do I place an order?

Browse our collections, select the product and any available options you’d like, and add it to your cart. When you’re ready, proceed to checkout and follow the prompts to enter your shipping and payment information.

Once your order has been successfully placed, you’ll receive an order confirmation by email.

What payment methods do you accept?

Available payment methods are displayed securely during checkout. Payment options may vary depending on the payment methods currently available through our store.

Can I change or cancel my order after it has been placed?

We begin processing orders as quickly as possible. If you need to request a change or cancellation, please contact us as soon as possible by email at hello@pawsandwings.com.

Please use the following email subject line:

CUSTOMER CONTACT – Order Change – [Order Number]

or

CUSTOMER CONTACT – Order Cancellation – [Order Number]

We’ll do our best to accommodate your request, but once an order has entered processing or fulfillment, changes or cancellations may no longer be possible.

Shipping & Delivery

Where does Paws and Wings™ ship?

We currently ship to addresses within the United States.

International shipping is not available at this time.

How much does shipping cost?

We keep shipping simple and transparent:

• Standard Shipping & Handling: $6.99 flat rate for orders under $100.

• Free Shipping: Orders of $100 or more qualify for free standard shipping.

These rates apply to eligible orders shipped within the United States.

How long does order processing take?

Orders are typically processed within 1–3 business days.

Processing time is separate from the estimated shipping and delivery timeframe.

How long will my order take to arrive?

Delivery times vary by product and fulfillment location.

• Quick-Ship Items ✨: Estimated shipping time is within 3–5 business days.

• Standard Items: Estimated shipping time is within 7–10 business days, unless otherwise stated on the product page.

Delivery estimates begin after order processing and are not guaranteed arrival dates. Carrier delays, weather conditions, seasonal demand, holidays, and other circumstances outside our control may occasionally affect delivery times.

What does Quick-Ship mean?

Products identified as Quick-Ship are eligible for an estimated shipping timeframe of 3–5 business days.

Products eligible for Quick-Ship will be identified on the applicable product page.

Please remember that delivery estimates begin after order processing and are not guaranteed arrival dates.

Will all of the items in my order arrive together?

Not necessarily.

If your order contains multiple products, items may be fulfilled from different warehouses or fulfillment partners. As a result, your order may arrive in separate packages and at different times.

You will not be charged additional shipping fees simply because an order is delivered in multiple packages.

Do larger or specialty products take longer to arrive?

Some larger, specialty, or uniquely fulfilled products may require additional processing or shipping time.

When applicable, additional delivery information will be provided on the product page.

Order Tracking

Can I track my order?

Yes. Once tracking information becomes available, it will be sent to the email address provided at checkout.

You can also use our Track Your Order page to check the latest available status of your shipment.

Please allow time for the carrier to update tracking information after a shipping label has been created.

Why hasn't my tracking information updated?

Tracking information may take some time to appear after a shipping label is created or a package is transferred to the carrier.

Carrier scans can occasionally be delayed while a package moves through the delivery network.

If your tracking information has not updated for an extended period or you believe there may be a problem with your shipment, please visit our Contact Us page for current customer support contact information and instructions.

What should I do if my order hasn't arrived?

First, review your tracking information for the latest carrier update.

If your order appears significantly delayed or you believe there may be a delivery problem, please visit our Contact Us page so we can review the available order and tracking information and assist you.

Returns, Refunds & Order Issues

What is your return policy?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, an item must generally be in the same condition in which you received it—unused, unworn, and in its original packaging, with any original tags or accessories included. You will also need your order number or other proof of purchase.

Certain products may not be eligible for return for health, safety, hygiene, or other reasons. Please review our Return & Refund Policy for complete eligibility requirements and exclusions.

How do I start a return?

Before returning an item, please visit our Contact Us page for current customer support contact information and instructions.

Please include your order number, the item you would like to return, and the reason for your return.

If your return is approved, we’ll provide instructions explaining how and where to return the item.

Please do not send an item back without first receiving return instructions from Paws and Wings™. Items returned without prior authorization may not be accepted or eligible for a refund.

Do you offer exchanges?

We do not currently offer direct product exchanges.

If you would like a different product, size, color, or variation, you may request a return for an eligible item and, when appropriate, place a separate order for the item you would like instead.

What items cannot be returned?

Certain products may not be eligible for return for health, safety, hygiene, or other reasons.

These may include perishable goods such as certain pet foods or treats, opened or used food products, personalized or custom-made products, certain opened or used health, grooming, hygiene or personal-care products, hazardous materials, and gift cards.

Unless otherwise stated, final-sale items are also not eligible for return or refund.

Please review our Return & Refund Policy or visit our Contact Us page before returning an item if you’re unsure whether your product is eligible.

Who pays for return shipping?

Responsibility for return-shipping costs may depend on the reason for the return and the circumstances of the order.

Any applicable return-shipping instructions or costs will be communicated to you after your return request has been reviewed and before you send an approved return.

When will I receive my refund?

Once an eligible return has been received and inspected, we’ll notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow up to 10 business days after approval for the refund to be processed. Your bank, credit-card company, or payment provider may require additional time to post the refund to your account.

Original shipping charges, when applicable, are generally non-refundable unless required by law or the refund results from an error for which Paws and Wings™ is responsible.

What should I do if my item arrives damaged, defective, or incorrect?

Please inspect your order when it arrives.

If an item is damaged, defective, or you receive the wrong item, please visit our Contact Us page as soon as possible so we can assist you.

Please provide your order number and a description of the issue. We may also request photographs or other information to help us evaluate the problem and work toward an appropriate resolution.

What if I entered the wrong shipping address?

Please contact us as soon as possible if you discover an error in your shipping information.

Please visit our Contact Us page for current customer support contact information and instructions.

We’ll make every reasonable effort to help, but we cannot guarantee that an address can be changed after an order has entered processing or fulfillment.

Please carefully review your shipping information before completing checkout.

Products & Paws and Wings™

What types of products does Paws and Wings™ offer?

Paws and Wings™ offers thoughtfully curated products for dogs, cats, and birds, with a focus on supporting healthier, happier living for pets and pet parents alike.

Our collections include products selected for pet health and wellness, comfort, enrichment, grooming and care, everyday essentials, and other unique pet needs.

How do you choose the products you offer?

We thoughtfully curate products with an emphasis on quality, usefulness, comfort, enrichment, and supporting the health and happiness of pets.

Our goal is to offer products that help pet parents address everyday needs and challenges while making life with their pets healthier, happier, and more enjoyable.

Do you carry products for dogs, cats, and birds?

Yes. Paws and Wings™ offers products for dogs, cats, and birds.

You can browse our dedicated pet collections along with additional collections organized around specific needs, interests, and product categories.

Where are your products shipped from?

Products may be fulfilled from different locations depending on the individual product and fulfillment partner.

Because fulfillment locations can vary, delivery times may also vary by product. Please review the applicable product page and our Shipping Policy for additional delivery information.

Will your product selection change?

Yes. We continually evaluate our product selection and may add, update, or discontinue products as our collections evolve.

Our goal is to keep Paws and Wings™ focused on unique, thoughtfully curated products that support pets and the people who care for them.

Customer Support

How can I contact Paws and Wings™?

If you have a question about an order, product, shipping, return, or another part of your shopping experience, please visit our Contact Us page for current customer support contact information and instructions.

When contacting us about an existing order, please include your order number and the email address used when placing your order so we can assist you more efficiently.

What are your customer support hours?

Our customer support hours are:

Monday–Friday, 9 AM–6 PM ET

Where can I find your store policies?

Our current policies—including our Shipping Policy, Return & Refund Policy, Privacy Policy, Terms of Service, Contact Information, and Legal Notice—are available through the links in the footer of our website.

For complete information about a specific policy, please refer to the applicable policy page.

Still Need Help?

We’re happy to help.

If you didn’t find the answer you were looking for, please visit our Contact Us page for current customer support contact information and instructions.

Paws and Wings™
Shop Unique Pet Products for Healthier Happier Living.

Thoughtfully curated products that support your pet’s health, comfort, happiness, and well-being.