Frequently Asked Questions

Have a question? You're in the right place. Browse the topics below or reach out to us at support@pawnesthq.com if you need further assistance.

Shipping & Delivery

Do you ship to the US?

Yes! We ship to all 50 United States (excluding US territories).

How long does delivery take?

Orders are processed within 1–2 business days and typically arrive within 7–15 business days after dispatch. You will receive a tracking number by email once your order has shipped.

How much does shipping cost?

Standard shipping is $4.95 per order. Orders over $40 qualify for free shipping automatically at checkout.

Do you ship internationally?

We currently ship within the United States only. We are working on expanding to more countries in the future.

Orders & Returns

Can I cancel my order?

Orders can be cancelled within 24 hours of placement. Please contact us at support@pawnesthq.com as soon as possible and we will do our best to accommodate your request.

What is your return policy?

We accept returns within 30 days of delivery for items in their original, unused condition. Please visit our Refund Policy page for full details.

My order arrived damaged. What should I do?

We're sorry to hear that! Please email us at support@pawnesthq.com with your order number and photos of the damage within 48 hours of delivery. We will arrange a replacement or full refund promptly.

My package shows as delivered but I haven't received it.

Please check with neighbours or building management, and allow up to 24 hours as tracking can occasionally update before physical delivery. If you still cannot locate your package, contact us at support@pawnesthq.com and we will investigate right away.

Payments

What payment methods do you accept?

We accept PayPal and all major credit and debit cards.

Is checkout secure?

Absolutely. Our store is powered by Shopify, which uses industry-standard SSL encryption to keep your personal and payment information safe.

Products

Are your products safe for pets?

Yes. Every PawNest product is carefully selected with pet safety as our top priority. We partner only with suppliers who meet our quality and safety standards.

How do I choose the right size?

Each product page includes detailed sizing information and guidelines. If you are unsure, feel free to contact us at support@pawnesthq.com and we will be happy to help.

Still Have Questions?

Our team is here to help. Reach us at support@pawnesthq.com and we will get back to you within 24 hours, Monday to Friday.