Quick, clear answers for shopping with MyPawVerse. Use the sections below for help with orders, delivery, returns, products, personalization, payments, and contacting us. For complete terms, the linked store policies always apply.
Jump to: Orders & tracking · Shipping & delivery · Returns & refunds · Products & sizing · Personalized orders · Payments & discounts · Contact & support
Orders & tracking
How do I track my order?
Once your order ships, we send tracking information to the email address used at checkout. Carrier systems may need a short time before the first tracking update appears. Customers with an account can also review their orders from the account icon in the store.
Why did only part of my order arrive?
Items in a multi-product order may ship separately and arrive in different parcels. Each parcel may have its own tracking number, so one package can arrive before another.
Can I change or cancel my order?
Contact us as soon as possible after ordering. We will make every reasonable effort to help, but changes or cancellations cannot be guaranteed after preparation begins. An order cannot be cancelled after it has shipped.
What should I do if my parcel is missing, damaged, or incorrect?
Contact us as soon as possible with your order number, the email address used at checkout, details about the issue, and clear photos or videos when applicable. We will review the information and work toward the appropriate solution.
Shipping & delivery
Where does MyPawVerse deliver?
We currently deliver to Canada, the United States, the United Kingdom, Australia, and New Zealand.
How much does standard shipping cost?
Standard shipping is free on every order delivered to the countries listed above. No standard shipping charge is added at checkout.
How long does delivery take?
Most orders arrive within 8–15 business days from the date of purchase. Deliveries to Canada, New Zealand, and remote destinations may take up to 18 business days in some cases. These are estimates rather than guaranteed dates because carrier schedules, customs, weather, holidays, peak seasons, and remote-area service can affect delivery.
Will I have to pay customs duties or import taxes?
International orders may be subject to duties, taxes, or import fees determined by local authorities. MyPawVerse does not control these charges, and any applicable amount is the customer’s responsibility.
Read the complete Shipping Policy →
Returns & order protection
What does 30-Day MyPawVerse Order Protection cover?
It covers verified damage, defects, incorrect items or variants, products that materially differ from the product page, and delivery problems such as a confirmed lost parcel. Contact us within 30 days of delivery—or within 30 days of the estimated delivery date for a missing order.
Can I return an item because I changed my mind or selected the wrong size?
Unless applicable law requires otherwise, we do not offer voluntary returns for a change of mind, personal preference, or a customer-selected incorrect size, colour, or variant. Please use the product-specific measurements and size chart before ordering. If the item you receive materially differs from the listing or size chart, it is covered by our Order Protection.
How do I report a damaged, defective, incorrect, or missing order?
Email support@mypawverse.com with your order number, the email address used at checkout, a clear description of the issue, and photos or video when relevant. Please wait for instructions before sending anything back.
Who pays for return shipping?
MyPawVerse covers reasonable return shipping when a verified problem was caused by us, a fulfillment partner, or the carrier. For a return made under a mandatory change-of-mind right, the customer is responsible for return shipping where the law permits.
How long does a refund take?
After an approved return is received, we aim to inspect it within 3 business days. Approved refunds are normally issued to the original payment method within 7–10 business days. Your bank or payment provider may require additional time.
Eligible non-personalized online purchases made by United Kingdom consumers may have a 14-day statutory cancellation right. Personalized products and certain sealed hygiene goods may be exempt. Mandatory consumer rights in every market remain unaffected.
Read the complete Return & Refund Policy →
Products & sizing
How do I choose the correct size?
Use the measurement instructions and size chart on the individual product page. Measure your pet carefully and choose from the actual measurement rather than breed alone. Because sizing methods differ by product, do not use one product’s size chart for another item. Contact us before ordering if you are unsure.
How do I know whether a product is suitable for my dog or cat?
Check the suitability, dimensions, materials, use instructions, and safety guidance on the product page. Supervise your pet appropriately and inspect products regularly for wear or damage.
Are MyPawVerse products a substitute for veterinary advice?
No. Our products and educational content are not substitutes for professional veterinary diagnosis or treatment. Sudden, severe, or persistent health or behaviour concerns should be discussed with a qualified veterinarian or animal-behaviour professional.
Where can I find cleaning and care instructions?
Care guidance appears on each product page when applicable. Follow those instructions to help protect the product and your pet.
Personalized orders
What should I check before ordering a personalized product?
Review every submitted name, phone number, message, photo, color, material, and size carefully before checkout. Enter personalization exactly as you want it produced and use a clear, well-lit photo when a product requires an image upload.
Can I change personalization after ordering?
Contact us immediately. Personalized products may enter production shortly after an order is placed, so changes cannot be guaranteed once production begins.
Can a personalized item be returned?
Personalized items are final sale once production begins because they are made from your submitted details. If one arrives damaged, defective, incorrect, or different from the customization you submitted because of our error, contact us within the protection period and we will make it right. Your mandatory consumer rights remain unaffected.
Payments & discounts
Which payment methods are accepted?
We accept major credit and debit cards together with the other secure payment options displayed at checkout. Available methods can vary by customer location and checkout.
How do I receive the first-order offer?
Join the MyPawVerse Family through the store signup form. Eligible new subscribers receive the current first-order offer and instructions by email. Follow the conditions in that email and apply the offer before completing payment. Checkout will confirm whether it has been accepted.
What if my offer is not working?
Check that the email address and offer details are correct, remove accidental spaces, and review any eligibility conditions provided with the offer. If it still does not apply, contact us before completing checkout.
Contact & support
Is MyPawVerse support available 24/7?
Our contact form and support inbox accept messages 24 hours a day, 7 days a week. This does not mean replies are immediate. We aim to respond within 1–2 business days.
How can I contact MyPawVerse?
Use our Contact page or email support@mypawverse.com. For order support, include your order number and the email address used at checkout. Never send passwords or full payment-card details.