Help Center | Pawooz
Here you’ll find answers to common questions about your orders, shipping, returns, and how to care for your Pawooz products. We're here to help — because every pet deserves the best.
🛍️ Order & Payment Support
Q: I just placed my order. What happens now?
Once you place an order, you’ll receive an email confirmation. Our team will begin processing it within 1–3 business days. Once shipped, you'll get a tracking number so you can follow your order every step of the way.
Q: What payment options do you accept?
We currently accept Visa, MasterCard, American Express, PayPal, Apple Pay, and Shopify Payments. All transactions are 100% secure and encrypted.
Q: Can I change or cancel my order?
We begin processing quickly to ensure fast delivery. If you need to make changes, please email support@pawooz.com within 6 hours of ordering and we’ll do our best to help.
🚚 Shipping & Delivery
Q: How long does shipping take?
We offer two shipping options:
- Standard Shipping: 8–12 business days
- Expedited Shipping: 3–6 business days
Q: How do I track my order?
You’ll receive a tracking number via email once your order is shipped. You can also visit our Track My Order page anytime to check real-time shipping status.
Q: Do you offer free shipping?
Yes! We offer free shipping on orders over $39 USD. Shipping fees for smaller orders are calculated at checkout.
🧼 Product Care & Materials
Q: Are Pawooz products safe for my pet?
Absolutely. All our products are crafted with pet-safe, eco-friendly materials. We never use harmful chemicals, synthetic fragrances, or irritants. Our beds, mats, and cleaning products are ideal even for sensitive pets.
Q: How do I wash my Pawooz pet bed or mat?
Most of our products have removable covers that are machine-washable. Use cold water and gentle detergent. For foam inserts or non-washable layers, spot clean with a damp cloth and allow to air dry. Full instructions are available on each product page.
Q: How often should I clean the products?
We recommend washing covers every 2–4 weeks. If your pet has allergies or sheds heavily, weekly washing may help. Use Pawooz's pet-safe cleaners for maintenance between washes.
🛏️ Product Guidance & Sizing
Q: What’s the difference between Pawooz beds and mats?
Our pet beds are structured with orthopedic foam, raised edges, and a soft-touch cover — perfect for sleep and joint support. Mats are flatter, lightweight, and often cooling — ideal for travel, crates, or furniture surfaces.
Q: How do I choose the right size?
Refer to the size chart on each product page. As a general guide:
- Small – pets up to 10kg
- Medium – 10–20kg
- Large – 20–35kg
- Extra Large – 35kg and above
Q: Are your products suitable for older pets?
Yes! Our orthopedic beds and soft cooling mats are especially helpful for senior dogs and cats with arthritis, joint pain, or limited mobility.
🔁 Returns & Exchanges
Q: Can I return a product?
Yes, we offer a 30-day return policy. Items must be unused and in original packaging. Hygiene-sensitive products (like open grooming gloves) may not be eligible for return. Please visit our Return & Refund Policy for details.
Q: How do I request a return or exchange?
Simply email us at support@pawooz.com with your order number and the reason. We’ll provide the steps for return authorization and instructions.
Q: When will I receive my refund?
Refunds are processed within 3–7 business days after we receive and inspect the returned item. Funds will be credited to your original payment method.
📩 Still Have Questions?
We're here to help! If your question isn't listed here, our team is happy to assist you directly.
- 📧 Email: support@pawooz.com
- 📦 Track Order: Track My Order
- 📃 View Return Policy: Return & Refund Policy
We respond within 24 hours on business days. Thank you for being part of the Pawooz family — where comfort meets care for your furry friends. 🐕💛