FAQs
We are here to help. On the off chance that you have any inquiries kindly don't spare a moment to get in touch with us. The following is a rundown of the most every now and again posed inquiries, we trust this may address a portion of your inquiries.
Q: HOW CAN I CONTACT THE PAWS MALL?
A: You can contact us by email info@thepawsmall.com, Live Chat, or through our Instagram page @the_paws_mall.
Q: HOW CAN I PURCHASE PRODUCTS FROM YOU?
A: You can buy your products from us by several common secure payment methods such as Visa, MasterCard, American Express. As well for buyers looking for extra security, we also offer Paypal. ClearPay and Klarna has partnered with us to provide easy payments for customers who would like to pay slowly in installments. All payments are SSL secure.
Q: ARE PAYMENTS SECURE?
A:Yes, our store is certified Level 1 PCI DSS compliant.
The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for associations that handle credit and check card data.
We are very serious about securely taking your payments and have invested significant money to certify our store as PCI compliant. From annual on-site assessments validating compliance to continuous risk management, we work hard to keep our shopping cart and overall payment system secure.
Q: HOW CAN I PAY IN MY LOCAL CURRENCY?
A:Yes, you can select your desired currency on the right hand menu (3 bars) on mobile, or on desktop it should be visible on the right hand corner.
Q: DO YOU SHIP WORLDWIDE?
A: Yes. We ship everywhere, and what's better than free delivery anywhere you live! Taxes will also be paid by us, so do not worry about anything! Hassle-free deliveries is part of our motto.
Q: HOW LONG DOES IT TAKE TO SHIP?
A: We aim to send orders out within the same day, if there are delays, 1-2 working days. Orders may be delayed slightly due to certain events such as COVID-19. Delivery times are listed in our shipping policy.
Q: WHERE WILL MY ORDER BE SHIPPED FROM?
A: Normally from our distribution centre in the UK. If it is by any reason out of stock, we will order it directly from our other distribution centres abroad.
Q: CAN I CANCEL MY ORDER?
A: Unfortunately, if it has already been processed and shipped, there isn't a way to stop it through transit. You will have to wait for it to arrive, then send it back to be refunded.
Q: CAN I GET A REFUND?
A: Yes. If you contact us for a return within 30 days of your order being received and unused, we'll gladly refund your full purchase after you return the product. More information is on our Refunds policy page.
Q: HOW CAN I TRACK MY ORDER?
A: Simply use the "Track Order" tab in our main menu. Type your order number, and email associated with your order, this will then allow you to track your order with ease! It will show you where your package currently is, and the estimated time of arrival.
Q: WHY CAN'T I TRACK MY ORDER?
A: Sometimes the tracking number isn't uploaded due to system issues, simply email us and our customer service will be happy to provide you with a tracking number within 24 hours.
Q: DO THE PRODUCTS COME WITH WARRANTY?
A: Yes, all of it comes with 1 year warranty.
Q: WHAT'S THE DIFFERENCE BETWEEN YOU AND OTHER BRANDS?
A: Our products are designed in Italy, using luxurious materials made for your little one to sleep comfy every night. They are designed with love and care using some of our own pets to test the products to make sure that it is pet approved more than "company approved".