How can we help you?

Pawfect House orders have an average processing time of 3-6 business days so please be noted when purchasing, especially gift orders.

The amount of time it takes for your order to leave our warehouse and arrive at the local delivery carrier is different depending on the product type and destination country. It may take from 7-20 business days. For further information, please visit this page.

Due to the global impact of COVID-19 and seasonal demands, production and delivery times might be delayed by up to 5 business days more than the standard time frame. We truly apologize for this inconvenience and appreciate your understanding during this period.

As soon as we've dispatched your order, you'll receive an email from us with the tracking details and carrier tracking site. You can also track your order using this page: https://pawfecthouse.com/pages/tracking-order

You can visit this site to follow up on your order status right away: https://pawfecthouse.com/pages/tracking-order (An order number or tracking number is required. You may get them from the order confirmation or shipping confirmation emails.)

If you encounter any tracking issues, please refer to our Shipping & Delivery questions below or contact us through this contact page: https://pawfecthouse.com/pages/contact-us, we are happy to assist.

You should see tracking events within 48-96 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking events only show up once the shipment was handed over to the local facility.

Note: Some carriers take a longer time for the next information to appear. (Might apply for t-shirts, posters, canvas or mugs orders)

It is normal that your shipment has been delayed in updating tracking information for a few days. Most of the time the latest updates will appear after that. 

This can be due to (but not limited to) weather incidents, customs clearance, or carrier backlogs. Some carriers take a longer time for the first tracking information to appear. (Might apply for t-shirts, posters, canvas or mugs orders or shipments sent to Canada)

If you just placed your order, tracking information will be displayed after your order starts being shipped.

• P/s: Please note that the high volume of packages during the seasonal period can also affect the shipping time.
• P/s/s: We will try to ship out the package as soon as we could and try our best to avoid unnecessary delays in this crisis time. Hope you understand and wait patiently with us.

Our warehouses are located in different locations in the US, UK, China, and Canada. Moreover, our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means orders containing multiple items may be shipped individually. 

You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way.

You can check the remaining item(s) status here: https://pawfecthouse.com/pages/tracking-order

If you received the delivery notice but the package is not in your mailbox, in your apartment office, or on the porch/doorstep, please don't worry, there are a few possibilities and steps to do in that event.

• It could be delivered to the PO Box if you have one. Please stop by the post office to collect your package.
• Your neighbors and housemates might have received it in error. You might want to reach out to them.
• Some carriers' delivery vans have GPS that sometimes automatically updates a shipment as "Delivered" prematurely. Please wait 2-3 business days because the package was most likely marked as delivered accidentally, and will arrive the following days.

Shipping costs are calculated automatically at the checkout page depending on the weight of the package and your area.

P/s: We guarantee no extra fee for delivery. If under unfortunate circumstances your order was applied with taxes, we will surely help you cover it.

Express delivery is not available yet at Pawfect House. We apologize for the inconvenience.

Now we only provide the fast shipping method (7-10 business days shipping after processing) for selected products and we will try our best to expand the options.

Pawfect House products are manufactured and shipped out from different fulfillment centers in the US, China, Canada, and the UK.

We offer international shipping services to over 200 countries and islands around the world. However, there is some location we are unable to ship to such as Pakistan, Ecuador, Isle of Man, Costa Rica, Cyprus, Martinique, Cayman Islands, Serbia, Guernsey, Lebanon, Jersey, Dominican Republic.

We apologize if your country is enlisted above.

There are usually 2 common reasons that your package is returned: 

• Your shipping address is incorrect/insufficient 
• Or you are not able to collect your package when the post office attempts to deliver.

In the event the parcel is returned to us due to incorrect/incomplete shipping details, small reshipping fees will be applicable.

In other cases you were not able to collect your package when it was out for delivery, your package would be kept at the local post office for a period of time for pickup before they send it back to the sender. If you are not able to collect your package in time, we are willing to send you a replacement. 

If the second package cannot reach you, we are sorry that there won't be anything else we can do to help.

You can modify your order simply by sending your request via this contact form. Please provide all details for your adjustment and your order number. 

NOTE: 

• Your order is only eligible to be modified within 2 hours of placing order. After that time, the order is locked for processing and can no longer be adjusted.  
• We try to process our orders extra fast to make sure that they arrive with you as soon as possible so we can't make sure if we're able to change your order address, item variant or quantity. Hope you understand.
• For modification requests and in the holiday season, orders may reach you a little longer than usual for processing the change.

We are sorry to hear you wish to cancel your order. If you'd like to cancel your order, please send us your request via this contact form including your order number. If possible, hope you can let us hear about your cancellation reason, we’re always looking for ways to deliver happiness.

NOTE: Your order is only eligible to be canceled within 2 hours of placing order. After that time, the order is locked for processing and can no longer be canceled.

We're sorry you received a parcel with damaged/broken/defective items! Here’s what you need to do:

1. It's not recommended to use the product for better inspection.
2. Promptly contact us here, tell us about your problem(s), and don't forget to attach photos/videos that show the defect/ damage condition for better support. We will give our best to assist.

Meanwhile, please refer to our Refund Policy here: https://pawfecthouse.com/pages/refund-policy for further information.

Our apology for the mix-up. It’s a rare occasion that happens once in while due to high seasonal demands.

You don’t need to try to reach out to the right recipient. Just fill out our contact form with a photo of the wrong item and get your replacement sent out asap.

Please check your tracking confirmation email or order packing slip to ensure items are not arriving in separate shipments. 

If your missing item was shipped from a different fulfillment location, it may still be in transit to you. In case there is no other information on the remaining items, please reach out to us here.

First of all, choose products that you love, have fun customizing them, click "Add to cart" and then hit "Checkout".

Fill in the shipping details that are most likely to receive packages. Choose a suitable payment method and complete the order.

That's it! We will do the rest for you :)

If an order was placed and processed successfully, an automated order confirmation should have been sent to you via e-mail. Please check your Spam/Junk/Promotion mailbox if you do not see any emails in your primary inbox.

Also, it is recommended that you whitelist our notification email address in order to improve our email deliverability. 

If you still could not find it after checking, we recommend you Contact Us so we may investigate this for you.

Sadly, we only sell available items and designs on our website at the moment. However, please do not hesitate to reach out to us if you have any ideas or requests, we will forward them to our design team to consider offering them in the future.

Just a few steps to save on your order:

• Add the item to your cart
• Click on the secure Checkout button
• Insert a discount code in the discount code box. Then click APPLY

On desktop: 

On mobile: 

We can help, fortunately, reimburse you the equivalent amount for the personalized couponsyou received from us before your purchase.

However, if it’s an after-purchase promo, we apologize to say that it can only be applied for future purchases.

For now, Pawfect House only receives ONE discount CODE to be applied in a single checkout. (Other auto discount programs are still applicable.)

We offer safe shopping and accept payment via PayPal, Credit card (such as VISA, MASTER CARD, AMERICAN EXPRESS, etc.). Therefore you can choose the most suitable one for you. All products are set in US Dollar, please check the conversion rate before completing the order.

Please note that when checking out, your payments will be processed in US Dollars which is our primary currency. If your credit card company or bank uses a different currency, the final transaction price may differ due to currency exchange rates.

As we mentioned on this page (https://pawfecthouse.com/pages/payment-methods), Pawfect House accepts two payment methods: 

• Paypal
• Credit/Debit card.

Please note that when checking out, your payments will be processed in US Dollars which is our primary currency. 

If your credit card company or bank uses a different currency, the final transaction price may differ due to currency exchange rates.

If you need our assistance, don't hesitate to chat with our support agents.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

If you are being charged a second time, please reach out to us with your order number and a screenshot of the bank statement/ transaction information. Our finance team will check and complete our investigation soon. 

If you pay through Paypal, the second amount might be a pre-authorized charge from PayPal and it will eventually fall off your account. We highly suggest contacting PayPal to turn off or remove the pre-authorized setting in your account. 

It may also be a pending transaction when paying by credit card. It appears on your bank statement along with the real payment and will disappear within a few business days.

Please reach out to us if you do not see any changes on your account within 5 - 7 business days and we will help to check it out.

Please make sure the following information is valid/correct:

• Card number
• Expiration date
• Security code
• Billing address

You should try to enter the information again if you have changed them recently.

Besides, we currently have 2 payment gateways: USA and Singapore. The transaction may not push through if the payment is routed to our international gateway while your card is not allowed internationally. 

Other reasons might be insufficient funds, blocked cards or exceeded withdrawal amount. We recommend that you contact your bank or credit card company to resolve the issue.