FAQ
Frequently Asked Questions
Shipping Questions
Q: Do you offer free shipping? A: Yes! We offer free shipping on all orders over $100 within the contiguous United States. Orders under $100 will have shipping costs calculated at checkout.
Q: Where do you ship? A: We currently ship to the contiguous United States only. We do not ship to Hawaii, Alaska, U.S. territories, or international destinations at this time.
Q: How long does shipping take? A: Orders are processed within 3-5 business days, then shipped for delivery within 5-15 business days. Most orders arrive within 7-10 business days total.
Q: Do you offer expedited shipping? A: We do not currently offer expedited shipping options. All orders are shipped via our standard delivery service.
Q: Can you ship to PO boxes? A: Unfortunately, we cannot ship large pet furniture items to PO boxes as carriers are unable to deliver oversized packages to these locations. Please provide a valid street address.
Q: Will my order arrive in one package? A: Not necessarily. Orders with multiple items may arrive in separate packages at different times as they ship from various fulfillment centers. Each package will have its own tracking number.
Q: When will I receive tracking information? A: You'll receive tracking information via email once your order ships (after the 3-5 day processing period).
Q: My package is late. What should I do? A: First, check with neighbors and your local post office. If you still can't locate your package, email us at help@pawsandclawsfurniture.com and we'll investigate.
Returns & Exchanges
Q: What is your return policy? A: We accept returns within 30 days of delivery if items are unused and in original packaging. Items must be clean and free of pet hair or odors.
Q: How do I start a return? A: Email returns@pawsandclawsfurniture.com with your order number and reason for return. We'll provide return authorization and instructions.
Q: Do I have to pay for return shipping? A: Yes, customers are responsible for return shipping costs. We can provide a prepaid label upon request, with the cost deducted from your refund.
Q: Can I return used items? A: No, we cannot accept returns on used, assembled, or dirty items. All returns must be in brand-new condition with original packaging.
Q: How long do refunds take? A: Once we receive and approve your return, refunds are processed within 3-5 business days to your original payment method. Allow 5-10 additional business days for the refund to appear in your account.
Q: Can I exchange an item? A: For fastest service, we recommend returning the original item for a refund and placing a new order for your desired item.
Q: Can I return sale items? A: Sale and clearance items are typically final sale and cannot be returned. Check the product page for specific return eligibility.
Product & Order Questions
Q: My cat won't use the furniture I ordered. Can I return it? A: If the furniture is completely unused and in original packaging, yes.
Q: What if my item arrives damaged? A: Contact us immediately at help@pawsandclawsfurniture.com with photos of the damage, packaging, and shipping label. We'll send a replacement right away.
Q: Can I cancel my order? A: Orders can typically be cancelled within the first 24 hours before processing begins. Contact help@pawsandclawsfurniture.com as soon as possible.
Q: I entered the wrong shipping address. Can you change it? A: Contact us immediately at help@pawsandclawsfurniture.com. We may be able to update the address if the order hasn't shipped yet.
Q: Do you offer installation services? A: We don't offer installation services, but most of our furniture comes with detailed assembly instructions. If you need help, email us at help@pawsandclawsfurniture.com.
Contact Information
General Shipping Questions: help@pawsandclawsfurniture.com
Returns & Exchanges: returns@pawsandclawsfurniture.com
We typically respond to emails within 24 hours during business days.