Frequently Asked Questions
What is the delivery time for my order?
When you place an order with ThePawGarden, the delivery time may be slightly different than what you’re used to. Because our products are shipped directly from our suppliers, we’re able to save significantly on storage and transportation costs. This allows us to offer our products at competitive prices.
The average delivery time is 5–10 business days (Monday–Friday, excluding public holidays).
What should I do if I haven’t received my order yet?
Due to the high demand for our products, your order may arrive slightly later than expected. We appreciate your understanding. If this period has passed and you still haven’t received your order, please send an email to info@ThePawGarden.com. We’ll be happy to look into the status of your package for you.
I want to exchange or return my order. How do I do this?
To return an item, simply contact our customer service team at info@ThePawGarden.com. Please include your name, order number (e.g. #0000) from your confirmation email, and the reason for the return. We will then provide you with the return address and confirm your return request. Once confirmed, you can send the product back using a courier of your choice.
What are the return costs?
Unfortunately, return shipping costs are at your own expense. The cost depends on the courier you choose. Please consult the courier’s website for exact pricing information.
What are the conditions for returning my product(s)?
We offer a 30-day return period, starting on the day you receive your item. However, certain conditions apply.
You may return an item only if:
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The return period has not expired;
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The product is in its original packaging with all labels attached;
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The product has not been used.
Which payment methods can I use?
We accept payments via Visa, Mastercard and Amex. If you’re unsure whether your payment method is accepted, follow the steps on the payment page to view all available options.
All transactions are processed through secure and reliable payment systems and are 100% safe.
What if I didn’t receive an order confirmation email?
That shouldn’t happen. Please send an email with your full name and email address to info@ThePawGarden.com, and we’ll assist you as quickly as possible.
Can I cancel my order?
Would you like to cancel your order for any reason? Please email us as soon as possible at info@ThePawGarden.com. Include your name, order number (e.g. #0000) from your confirmation email, and preferably the reason for cancellation.