Frequently asked questions

Where is my order?
Use the order-status link in your shipping confirmation email, or visit Track your order and sign in to your customer account.

How long does shipping take?
We usually process orders within 1–3 business days. The estimated delivery window appears at checkout and tracking updates are sent after fulfillment.

Will I receive tracking?
Yes. Once your order is fulfilled, Shopify sends a shipping confirmation with a secure order-status link and tracking details when available.

Can I change my shipping address?
Contact us as soon as possible. We can’t guarantee changes after an order enters fulfillment.

How do I choose the right product?
Read the product description, dimensions, materials, and care notes on each product page. When in doubt, ask our support team.

Are product details accurate?
We work to keep descriptions, measurements, and availability current. Small variations can occur between batches or screens.

How should I care for my purchase?
Follow the care instructions on the product page and packaging. Keep pet products clean, dry, and checked regularly for wear.

Do you restock sold-out items?
Restocks depend on supplier availability. Contact us with the product name and we’ll let you know if we have an update.

What is your return policy?
Eligible unused items can generally be returned within 30 days of delivery. See our Refund Policy for the full conditions.

How do I start a return?
Email contact@familyandpaws.com with your order number, the item you’re returning, and the reason. Please wait for instructions before sending anything back.

When will I receive my refund?
After we receive and inspect an approved return, refunds are issued to the original payment method. Your bank or card provider may take additional time to post it.

Can I exchange an item?
We’ll help where inventory allows. Contact us before returning an item so we can confirm the best option.

What payment methods do you accept?
Available payment methods are shown at checkout. Payments are processed through the payment options enabled in Shopify checkout.

Is checkout secure?
Checkout is handled by Shopify using industry-standard security practices. We don’t receive or store full card numbers.

How can I contact support?
Email contact@familyandpaws.com for general support, tracking@familyandpaws.com for order tracking, or use our Contact Us form.