Shopping & Support

How can I contact Pawpello?

You can contact our support team anytime at support@pawpello.com. We’re here to help with orders, shipping, returns, payments, and product questions.
How fast do you reply to emails?

We do our best to reply as quickly as possible, usually within 1 business day. For order changes or cancellations, please contact us as soon as possible.
Do you offer phone support?

At this time, Pawpello provides customer support by email only. This helps us keep a clear record of your order details and respond accurately.
Can I change or cancel my order?

Yes, you can request a change or cancellation within 2 hours after placing your order, as long as the order has not been processed or shipped yet. Please email support@pawpello.com as soon as possible.
Will I receive an order confirmation?

Yes. After your order is placed successfully, you will receive an order confirmation email with your order details.
What products does Pawpello sell?

Pawpello offers everyday pet essentials for cats and dogs, including bowls, toys, beds, accessories, grooming items, pet care products, food, treats, and helpful picks for daily routines.
Are your products for both cats and dogs?

Yes. Pawpello focuses on useful everyday products for both cats and dogs. Product availability may vary by category and current inventory.
Where can I find product sizes or details?

Product sizes, details, materials, and care information are listed on each product page when available. Please review the product description before placing your order.

Shipping & Delivery

Where do you ship?

Pawpello currently ships within the United States, including Alaska, Hawaii, and Puerto Rico.
How much is shipping?

Pawpello offers free U.S. shipping on every order. There is no minimum order amount required.
How long does order processing take?

Orders are usually processed within 1 business day. Weekends and U.S. holidays are not counted as processing days.
How long does delivery take?

Estimated delivery time is 1–3 business days after order processing. Delivery times may vary depending on carrier activity, location, weather, or holiday delays.
Do you offer express shipping?

Our shipping is designed to be fast, with estimated delivery in 1–3 business days after processing. At this time, we do not offer a separate paid express shipping option.
Will I receive tracking information?

Yes. Once your order ships, you will receive a tracking email with your delivery details.
What should I do if I entered the wrong shipping address?

Please email support@pawpello.com within 2 hours after placing your order with your order number and correct shipping address. If the order has not been processed yet, we’ll do our best to update it before shipment.
What happens if my package is delayed?

Most orders arrive within the estimated delivery window, but delays can happen due to carrier issues, weather, or high shipping volume. Please use your tracking link for the latest delivery updates.

Returns & Refunds

What is your return policy?

Pawpello accepts returns within 30 days after delivery. Items must be unused, in their original condition, and returned with the original packaging when possible.
Do you offer free returns?

Yes. Pawpello offers free returns on eligible items within the 30-day return window.
How do I start a return?

To start a return, email support@pawpello.com with your order number and the item you would like to return. If your return is eligible, we will send you a return label and instructions.
Do you offer exchanges?

We do not offer direct exchanges at this time. If you need a different item, you can return the eligible product and place a new order.
What should I do if my item arrives damaged or defective?

Please email support@pawpello.com with your order number and clear photos of the damaged or defective item. We’ll review the issue and help you with the next steps.
When will I receive my refund?

Once your return is received and approved, your refund will be issued to the original payment method. Refunds usually take 5–10 business days to appear, depending on your bank or payment provider.
Are any products final sale?

At this time, Pawpello does not list final sale exclusions in our standard return policy. Items must still meet our return requirements to be eligible.

Payment & Checkout

What payment methods do you accept?

Pawpello accepts major payment methods shown at checkout, including Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, and PayPal.
Is checkout secure?

Yes. Pawpello uses secure checkout, and payments are processed through trusted payment providers, including Stripe and supported digital wallet options.
What currency are prices shown in?

Prices are shown in U.S. dollars.
When will I be charged?

Your payment is charged when your order is placed successfully at checkout.
Do you charge sales tax?

Product prices are shown without added sales tax. If any tax is required for your order, it will be shown at checkout before you complete your purchase.
Do you offer gift cards?

Gift cards are not available at this time, but we may offer them in the future.
Do you offer installment payments or buy now, pay later?

At this time, Pawpello does not offer installment payments or buy now, pay later options.

Products & Stock

What products does Pawpello sell?

Pawpello offers everyday pet essentials for cats and dogs, including pet food, treats, bowls, toys, beds, accessories, grooming items, and helpful products for daily pet care.
Are your products for both cats and dogs?

Yes. Pawpello focuses on useful products for both cats and dogs. Product availability may vary by category, size, style, and current inventory.
Where can I find product sizes or details?

Product sizes, materials, care details, and important information are listed on each product page when available. Please review the product description before placing your order.
Do you restock sold-out items?

Some sold-out items may be restocked depending on availability. If an item is unavailable, you can check back later or contact us at support@pawpello.com for help.
How do I choose the right product for my pet?

We recommend checking the product description, size details, materials, and intended use before ordering. If you need help choosing an item, you can contact us at support@pawpello.com.
Are product colors and sizes always exactly the same as shown?

We do our best to show product details as accurately as possible. Slight differences in color, size, or appearance may occur due to screen settings, product variations, or supplier updates.
Can I ask a question before buying?

Yes. If you have a question before placing an order, email us at support@pawpello.com and we’ll be happy to help.
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