Where is my order confirmation email?

An order confirmation email will be sent within minutes to your supplied email address once the order was received by us. However, it might end up in your spam/junk folder or under promotions tab. You can mark it as "not junk" and add our email addresses as contacts so you won't miss our emails in the future

Where is my package?

You will receive an email with your shipment's tracking information once it's shipped. It will also contain a link to the order status page, where you can check the location of your shipment. Due to COVID-19, you may experience some delay and the package may be delivered after the expected date, but lost package is extremely rare. If the tracking of your shipment is not updated for two weeks, you can contact us with your order number. 

What if my package is labeled delivered, but I haven't received it?

    We recommend you wait for a few days in this case. You should contact us if it's still not showing up after three business days. We'll request USPS/UPS to start the investigation process and once the package is confirmed to be lost, a replacement or refund will be issued.

    What should I do if an item is missing from my order?

    If an item is missing from your order, please contact us immediately with your order number and a photo of your received package. We will verify the issue on our end and either send you the missing item separately or issue you a refund for it.

    What is your return and exchange policy?

    Please refer to our Return & Exchange page.

    Can I cancel or modify my order?

    Due to our system limitations, an order cannot be modified once it’s confirmed. However, you can request a cancellation by emailing us at info@hellopawtie.co before the order is fulfilled or shipped. 

    Where are you shipping from and where do you ship to?

    Most of our products ship from Los Angeles, U.S. We currently only ship to addresses within the U.S. You should receive your shipment within 2 to 9 business days depending on location and distance.

    Will I be charged for duty and tax?

    All orders are subject to sales tax depending on which state the order is being shipped to. You will never be charged for duty.