Free shipping for orders $75 and above!

FAQs

Orders

What are the payment methods?

We accept PayPal and all major credit cards (i.e. Visa, Master, American Express, Apple Pay, Google Pay and Shop Pay). More details in Billing Terms & Conditions page. 


Are there any exchange rates?
We accept USD and any exchange rate depends on your card issuer.


How secure is my online order?
To offer a safe and enjoyable shopping experience, your credit card details are protected by the highest level of commercially available 256-bit SSL Encryption Technology.

Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information does not store on our servers.


Will there be tracking information for my order?
Yes, all packages are shipped with trustworthy carrier with tracking numbers! You may check the tracking number by clicking the "View Order" button in the order confirmation email. The tracking number may take a few days to update after order confirmation. 

If you could not access the tracking number, feel free to contact us at support@pawtiverse.com for tracking updates. 


I could not change the quantity or remove items from cart, what should I do?
You may try to use another browser. If the error still occur, please contact us at support@pawtiverse.com for help.  

 

How do I cancel or change my order?
Since all orders will be processed immediately, please beware that you have up to 12 hours to edit your order after order confirmation. Please contact us at support@pawtiverse.com for editing your order.

 

Delivery

How long does the delivery take?
We offer international shipping to most countries. Depending on your location, the estimated delivery time ranged from 2 - 3 weeks. (Due to COVID-19, the shipping time may be 1-2 weeks longer than usual for some locations. Thank you for your understanding!)

We offer free shipping for order $75 and above . And under $75, we charge $4.95 

More details on Shipping policy page. 

 

When will my order be shipped?
We try our best to deliver the product to you as soon as we can! All orders are processed and shipped within 1 to 3 business days (excluding weekends and holidays) after receiving your order.


My tracking shows "delivered" but I have not received it, what should I do?
Shipping carrier may pre-mark a package as delivered once it has been loaded onto a truck for delivery. You may wait for 24 hours to see if it arrives. If you are unable to locate your package after that, please contact us at support@pawtiverse.com and we will be more than happy to help!

Please note: All lost packages (shows "delivered" but not received) must be reported within 30 days of your order date. After this timeframe, we will be unable to process your request.

 

Refunds & Returns

How do I return my order?
Please contact us at support@pawtiverse.com for return arrangement and delivery address. You may request for a return within 30 days after receiving the items. 

I have received a faulty item, what should I do?
Please contact us at support@pawtiverse.com with a photo showing the defects. We can provide a free replacement. 

 

When will I received my refund?
Refund may take up to 10 business days to show on your statement.

 

For more details on return and refund, please refer to the Return and Refund Policy page. 

 

If you have other question, feel free to contact us at support@pawtiverse.com