FAQs
Frequently Asked Questions
Shipping & Delivery
How long does shipping take?
Orders are processed within 1–3 business days, and typically arrive within 7–10 days from the time you order. Our products ship directly from our overseas partner warehouses, which is how we keep our prices where they are — it also means delivery takes longer than a domestic warehouse would. We would rather be upfront about that than surprise you afterwards. See our Shipping Policy for full details.
Do you ship internationally?
Not at this time. We currently ship to addresses within the United States only.
Do you offer free shipping?
Yes — shipping is free on orders of $35 or more. Orders under $35 are charged a $4.99 flat rate. The exact amount is always shown at checkout before you pay.
Do you offer expedited shipping?
Not currently. We offer one standard shipping method, and the delivery estimate shown at checkout is the timeline we work to.
Can I track my order?
Yes. You'll receive a shipping confirmation email with a tracking number once your order leaves the warehouse. Please allow 2–4 days after dispatch for tracking to begin updating. You can check it any time on our Track Order page.
Why did my order arrive in separate packages?
If you ordered more than one product, items may ship from different warehouses and arrive on different days. You're never charged extra for this.
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards, along with the express payment options displayed at checkout. All payments are processed securely through Shopify — we never see or store your card details.
Can I modify or cancel my order after placing it?
Yes, if you're quick. Orders can be changed or cancelled free of charge before they enter fulfilment, usually within 12 hours of ordering. Email pawsper.store@gmail.com with your order number as soon as possible. Once an order has shipped it can't be cancelled, but it can still be returned.
I entered the wrong shipping address — can you fix it?
Email us immediately at pawsper.store@gmail.com. We can usually correct an address before dispatch. Once shipped, we can't redirect a package.
Returns & Refunds
What is your return policy?
You may request a return within 30 days of delivery, provided the item is unused and in its original packaging. Email pawsper.store@gmail.com to start a return — please don't ship anything back before contacting us. Full details are in our Return Policy.
My item arrived damaged or faulty. What now?
Email us photographs within 48 hours of delivery and we'll send a free replacement or issue a full refund. In most cases you won't need to send the item back.
How long do refunds take?
Approved refunds are issued to your original payment method within 5–10 business days of us receiving the return. Your bank may take a further 3–5 business days to display it.
Products
Which size cooling mat should I choose?
The size guide on the ChillCalm product page lists the dimensions of each option in inches. As a rule of thumb, measure your pet lying down at full stretch and choose the size that comfortably exceeds that length.
Are your products safe for my pet?
Our products are pet accessories, not veterinary devices. As with any new item, supervise your pet when introducing it, check regularly for wear, and stop using anything that becomes damaged. If your pet has a specific health concern, please speak to your veterinarian.
Still need help?
Email pawsper.store@gmail.com or call +1 917-873-1189. We reply to every message within 1–2 business days.