FAQ
ORDERS AND PAYMENTS
How do I place an order?
Simply browse our website, add the items you want to your cart, and proceed to checkout. Enter your shipping and payment details and confirm your order. You will receive a confirmation email once your order is successfully placed.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, Shop Pay, PayPal, Apple Pay, and Google Pay. Apple Pay and Google Pay appear at checkout on supported devices. Eligible U.S. customers may also pay in 4 interest-free installments with Shop Pay Installments, subject to approval. All payments are processed through secure, PCI-compliant payment gateways with SSL encryption, and we do not store your card details.
What currency are your prices in?
All prices are listed in U.S. Dollars (USD), and all orders, including orders shipped to Canada, are processed in USD. Your bank or card issuer may apply its own exchange rate or foreign transaction fees.
Are there any hidden fees?
No. Shipping costs and any applicable taxes are clearly displayed at checkout before you place your order. For orders to Canada, customs duties or import fees may be charged by the carrier or government on delivery.
Can I cancel my order?
Yes, orders can be canceled at any time before they have been dispatched. Please contact us as soon as possible at info@pawellous.com to request a cancellation. Once an order has been dispatched, it cannot be canceled, but it may be returned under our Refund and Return Policy.
Can I change my delivery address?
Yes, we can update your delivery address at any time before your order has been dispatched. Please contact us as soon as possible at info@pawellous.com with your order number and the correct address.
SHIPPING AND DELIVERY
Where do you ship?
We currently ship to the United States and Canada.
How much does shipping cost?
United States: standard shipping is $8.00 for orders under $100.00, and free for orders of $100.00 or more.
Canada: a flat rate of $15.00 applies to all orders.
How long does delivery take?
All orders are processed within 1 to 3 business days after payment confirmation. Once dispatched, U.S. orders are delivered within 7 to 15 business days, for a total of approximately 8 to 18 business days. Canadian orders are delivered within 7 to 18 business days after dispatch, for a total of approximately 8 to 21 business days. Orders placed after 2:00 PM Pacific Time (PT) or on weekends and public holidays are processed the next business day.
What carriers do you use?
Orders are shipped from our fulfillment partners' warehouses located outside the United States. The shipping carrier is selected based on your destination and the shipping services available, and the carrier name is shown in your tracking details.
Will all my items arrive together?
If you order multiple products, they may be shipped separately from different fulfillment partners and arrive at different times. You will not be charged extra shipping for multiple packages.
Do orders to Canada have customs fees?
Orders shipped to Canada may be subject to customs duties, taxes, or import fees. These charges are not included in the order total and are the responsibility of the customer.
How do I track my order?
Once your order has been shipped, you will receive an email with a tracking number. Please allow 1 to 2 business days for tracking information to update. You can follow your shipment on the carrier's website or on our Track Your Order page.
RETURNS AND REFUNDS
Can I return a product?
Yes. You may request a return within 30 days of delivery. Items must be unused and in their original packaging with all parts and accessories included. Please contact us at info@pawellous.com with your order number to start a return. We do not charge restocking fees on eligible returns.
Who pays for return shipping?
For change of mind returns, the return shipping cost is the responsibility of the customer. If the item arrived defective, damaged, or incorrect, Pawellous will cover the return shipping cost and provide a prepaid return label.
How long does a refund take?
Once we receive and inspect your returned item, your refund will be processed to your original payment method within 10 business days. Depending on your bank or card issuer, it may take an additional 3 to 5 business days to appear on your statement.
What if my item arrives damaged, defective, or incorrect?
Please contact us as soon as possible at info@pawellous.com with your order number and clear photos or a short video of the issue. Once verified, we will resolve it by offering a replacement or a full refund.
Can I exchange an item?
The quickest way to get a different item is to return the original item under our return policy and place a new order for the item you want.
SUPPORT
How do I contact customer support?
You can reach us by email at info@pawellous.com, by phone at +1 (424) 247-7344, or through the live chat on our website. Our customer support hours are Monday to Friday, 9AM to 5PM PT. We aim to respond to all inquiries within 1 to 2 business days.
Customer Support:
Phone: +1 (424) 247-7344
Email: info@pawellous.com
Address: 3451 Torrance Blvd, #203, Torrance, California 90503, United States
Working Hours: Monday to Friday, 9AM to 5PM PT
Last updated: September 28, 2026