FAQ

Return & Refunds

What is your return policy?
At Pet Pawsabilities we strive for providing our customers and your fur baby great and effective products. If you are not 100% satisfied, we have a 30-Day Return Policy that can be reviewed here: https://www.petpawsabilities.com/policies/refund-policy.

We encourage you to look over the
FAQ and Bark Collar FAQ section to assist in troubleshooting. If you still have questions, feel free to contact us at support@petpawsabilities.com 

How do I change or cancel my order?

To cancel an order, contact support@petpawsabilities.com by 10 AM (PST), the day after placing your order. Once the shipping label has been created and you receive the notification, we will be unable to make any changes to cancel your order.

Can I exchange an item?
Yes, should you find that you need a different size, color, or want a different collar model, you can send the item back within the 30 day trial period for an exchange. You can review our policy here: https://www.petpawsabilities.com/policies/refund-policy.

My bark collar is not working, can I return it or get a replacement?
Visit Bark Collar FAQ for troubleshooting. If the collar is still unresponsive and within the 30-day trial period, please contact Customer Support at support@petpawsabilities.com to see about a replacement.

We will ask for visual confirmation (photos or videos). Video confirmations can be 10-30 seconds and of the testing steps being demonstrated. Please submit photos/videos as an attachment (JPEG, PNG, MOV, PDF). DO NOT send links as these will not be opened or accepted.

Once confirmation is received, our support team can review and move forward with submitting an order for replacement. Should your request or confirmation be received after the 30-day trial period, it will be ineligible for a replacement.

My item arrived damaged, can I get a replacement or refund?
Contact us immediately at support@petpawsabilities.com and provide us with photos of the item in the condition in which it arrived.

Once confirmation is received, our support team can review and submit an order for replacement. Should your request or confirmation be received after the 30-day trial period, it will be ineligible for a replacement.

What if I received this item as a gift, can I return it?
Yes, providing it is still within the 30 day period from the original delivery date.

If the item was a gift and shipped directly to you (the recipient), you’ll receive a gift credit for the value of the item or you can request a refund to the original method of payment. The shipping label on the package will have an order number that you can provide with the return if a packing slip was not enclosed.

Be sure to review our Return Policy for instructions. 

I received my order, but one of my items is missing, what can I do?

Be sure to contact support@petpawsabilities.com within 5 days of receiving your order. If the package appears tampered with, we encourage you to also submit a claim with the carrier.

Please verify the packing slip which will list all items enclosed in your package. Should any items listed be missing from the package contact us with photo verification of the following: packing slip, all contents from the package, and the shipping label.

We do ask to be notified immediately of any potential missing items. Should the order delivery date surpass 5 days and we have not received the verification requested, we will assume the order was received in accordance to our records and therefore we will be unable to offer any sort of compensation.

I got a replacement, but would prefer a refund. Can I do a return?
Yes, if you are still within the 30 day trial period of the original order, you may return for a refund.

Can I get a return label?
We do not provide return labels. Please note that the slip included with your order is a packing slip/receipt NOT a return label. If used as a return label, USPS treats the package as a RTS/Refused package which charges us an additional fee — a fee we must unfortunately pass along to you.

Customers will be responsible for the shipping cost of returned items. You can review our policy here: https://www.petpawsabilities.com/policies/refund-policy.

Where is my refund?
Once the return has been processed and you received your refund notification, please allow 3-5 business days for the funds to return to your account.

If you have not received an email notification regarding your refund be sure to check your Junk/SPAM folder as these messages can sometimes end up there.

If it has surpassed the 5th business days since receiving your refund notification or it has been 7-14 business days since shipping your return, please contact us at support@petpawsabilities.com to verify that the return was received and its status.

Shipping

Where do you ship from?
Our products are shipped from our Southern California facility.

Where do you ship to?
We ship throughout the United States and offer international shipping to Canada, Europe, and Australia. Mail carriers may not service all areas. In the event they are unable to ship to the address provided, you will be notified.

Do you offer free shipping?
Free USPS shipping is available on orders over $30 USD.

Do you offer expedited shipping?
Yes, along with our standard shipping via USPS First Class, we offer FedEx 2-Day at an additional cost.

When will I get my order?
Standard shipping with USPS First Class Mail can take 3-10 business days for delivery once picked up from our fulfillment center. Please keep in mind that unexpected delays can occur (weather, system disruptions, holidays, etc.)

Do you ship internationally?
Yes, currently we ship to areas in Canada, Europe, and Australia.

Upon placing an international order, the purchaser agrees to be responsible for all local or national import duties, fess, or VAT upon delivery to your country.

Due to the time and cost associated with international shipments, we are not able to offer free shipping on orders or exchanges. However, should you find yourself unhappy with your purchase, please contact support@petpawsabilities.com to let us know how we can improve.

Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated with the latest US Dollar exchange rate from your credit provider.

My tracking says it was delivered, but I did not get it.
There have been situations where the package may be preemptively marked as delivered, but is still on the truck and will be delivered within 48 hours. Be sure to check parcel lockers, ask neighbors or a manager if you live somewhere with a leasing office or mailroom.

If the package has not turned up after 2 business days, contact your local post office and file a claim, you can submit it on the USPS website (https://faq.usps.com/s/article/Missing-Mail-The-Basics).

For FedEx packages, consider signing up for FedEx Delivery Manager so you can manage your deliveries in the future. https://www.fedex.com/apps/fdmenrollment/

After filing a claim, provide us with a copy of the claim and its results. Once we receive confirmation, we can proceed.

General

I sent you an email and haven’t gotten a response.
Our customer service team is in office Monday-Friday. We try to answer help requests within 24 hours (depending on volume and weekends)

You should have received an auto-response with a ticket number indicating your email was received. If you did not get an auto-response, unfortunately your message was not received.

Be sure to check the Junk/SPAM folder as sometimes our emails can end up there.

If you send multiple separate emails, our system groups all open tickets from the same email and will merge them to maintain one thread. Though this does help in preventing multiple responses for the same inquiry, it does push your help request further down the line. 

We are unable to respond to any questions submitted in reviews. If you submitted an inquire there, please resubmit by emailing support@petpawsabilities.com directly. 

How do I change or cancel my order?
To cancel an order, contact support@petpawsabilities.com by 10 AM (PST), the day after placing your order. Once the shipping label has been created and you receive the notification, we will be unable to make any changes to cancel your order.

What payment methods do you accept?

We accept all major credit cards, ShopPay, GooglePay, PayPal, and Venmo.

Can I speak to someone on the phone?

As a virtually driven company we do not offer phone support.
However we are happy to assist our customers via responsive chat by selecting our contact us tab. 

Is the website secure?

You can feel safe making purchases on our platform because your data is encrypted and protected at all times.

Rest assured your order will be placed safely and securely.

Can I use more than one discount code in a single order?

Discount codes cannot be used in conjunction with one another unless otherwise stated.

Do you offer any discounts?

On occasion you may see a promotion on social media or receive an email regarding a promotion.

Be sure to have all qualifying items in your cart and to input the code at checkout.