Frequently Asked Questions
Got questions? We've got answers. Here's everything you need to know about shopping with LovePawPals.
Orders & Shipping
How long does it take to process my order?
All orders are processed within 1–3 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next available business day.
How long does shipping take?
Standard shipping takes 5–10 business days. Expedited shipping takes 3–5 business days. Delivery timeframes are estimates and may vary depending on your location or carrier delays.
Do you offer free shipping?
Yes! Free shipping is available on orders that meet our minimum order threshold. The current free shipping offer will be displayed at checkout.
Where do you ship?
We currently ship to all 50 states within the United States. We do not offer international shipping at this time.
How do I track my order?
Once your order ships, you'll receive a tracking number via email. Use it to track your package directly through the carrier's website. If you haven't received tracking info within 3 business days, contact us at support@lovepawpals.com.
What if my order is lost, delayed, or arrives damaged?
Please contact us within 7 days of the expected delivery date at support@lovepawpals.com or call +1 (607) 224-9752. We'll work with the carrier to resolve the issue and make sure you receive your order or a suitable replacement.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of the delivery date. Items must be unused, unwashed, and in their original packaging with all tags and accessories included.
Which items are not eligible for a refund?
The following items cannot be returned: opened or used consumable products such as food, treats, and supplements; items marked as final sale; and products damaged due to misuse or improper handling by the customer.
How do I request a refund?
Simply email us at support@lovepawpals.com or call +1 (607) 224-9752 with your order number and reason for the return. Our team will respond within 1–2 business days with return instructions. Once we receive and inspect the item, your refund will be processed within 5–10 business days.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect. In those cases, we cover the cost.
How will I receive my refund?
Refunds are credited back to your original payment method within 5–10 business days depending on your bank or payment provider. We do not offer cash refunds.
Do you offer exchanges?
We do not offer direct exchanges at this time. Please request a refund for the original item and place a new order separately.
Can I cancel my order?
Contact us immediately at support@lovepawpals.com if you need to cancel. We process orders quickly, so cancellation cannot be guaranteed once an order has been dispatched. If already shipped, our standard return process will apply after delivery.
Products
What kind of pet supplies do you carry?
We carry a wide range of products for dogs, cats, birds, rabbits, and small animals — including food & treats, toys, grooming supplies, beds, collars, leashes, accessories, and health & wellness products.
Are your products safe for pets?
Yes. Every product is carefully selected with your pet's safety and comfort in mind. We only carry items we'd be happy to use for our own pets.
Do you restock sold-out items?
Most popular items are restocked regularly. Check back on the product page or contact us to ask about a specific item.
Payments
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover, as well as PayPal and other secure checkout options.
Is my payment information secure?
Absolutely. Our store uses SSL encryption and secure payment gateways to protect your information at all times.
Contact & Support
What are your support hours?
Our team is available Monday through Friday, 9:00 AM to 5:00 PM EST. We are closed on Saturday and Sunday.
How can I contact you?
Email: support@lovepawpals.com
Phone: +1 (607) 224-9752
Address: 6469 Almaden Expy, San Jose, CA 95120, USA
We aim to respond to all inquiries within 24 business hours.