PAWS&PLAY help
GOOD QUESTIONS.
CLEAR ANSWERS.
Product care, sizing, shipping and returns—made easier to find, read and share.
How do I choose the right product for my pet?
Start with your pet’s size, daily routine and the space where the product will be used. Each product page shows available dimensions, capacity, materials and variant information when supplied. If a detail is not listed, contact us before ordering rather than guessing.
Are PAWS&PLAY products suitable for every pet?
Pets differ in size, habits and play style. Review the product dimensions and intended use, supervise first use, and stop using an item if it becomes damaged or your pet appears uncomfortable. Products are not a substitute for veterinary advice.
Why do some products have fewer details or images than others?
Our catalog is being standardized progressively. We only display product information that is available and verified; missing optional fields do not mean the product is unavailable. Contact us if you need a detail that is not yet shown.
Do colors look exactly the same in person?
Screen settings and lighting can cause small color differences. Use the selected variant name as the primary reference, and review all available product images before ordering.
What happens if the color or size I want is sold out?
Unavailable variants cannot be added to cart. Where enabled, you can join a restock notification; otherwise check the product page again or contact us for alternatives.
How do I check whether a carrier, litter tray or potty tray will fit?
Compare the listed dimensions with both your pet and the intended space. For carriers, allow room to stand, turn and rest naturally. For litter and potty products, include clearance for entry, placement and cleaning.
Which feeder or fountain capacity should I choose?
Consider the number and size of pets, daily consumption and how often you can clean and refill the product. Refresh food and water and inspect the product regularly.
Are the toys intended for unsupervised play?
No toy is indestructible. Supervise initial and vigorous play, choose a size that cannot be swallowed, inspect before each use, and remove the toy if parts become loose, sharp or damaged.
How should I introduce a new fountain, feeder, litter box or potty tray?
Place it in a familiar, quiet location and allow gradual exploration. Keep the previous setup available during the transition when practical. Never force use; some pets need more time to adjust.
How should I clean feeders and water fountains?
Follow the product-specific care instructions. Unplug powered products, separate removable parts, wash food-contact surfaces with pet-safe cleaning products, rinse thoroughly and dry before reassembly. Do not immerse electrical components unless explicitly permitted.
How often should fountain filters be replaced?
Follow the filter and product instructions because intervals vary with the model, water quality and number of pets. Replace sooner if flow decreases, odor appears or debris builds up. Never run a pump without sufficient water.
Can trays, bowls or toys go in a dishwasher?
Only if the individual product page or packaging explicitly says they are dishwasher safe. Otherwise hand wash with mild pet-safe cleaner and avoid abrasive tools, high heat and harsh chemicals.
Where can I find material and safety information?
Verified materials and warnings appear on each product page when available. Do not infer a certification from appearance. If a required material or certification is not listed, ask us before purchasing.
How do I know my order was received?
Shopify sends an order confirmation to the email used at checkout after a successful order. If it does not arrive, check spam folders and confirm that payment and email details were completed correctly before contacting us.
Can I change or cancel an order?
Contact us as soon as possible with your order number. We will try to help, but changes or cancellation cannot be guaranteed after fulfillment has begun.
Where do you ship and how long will delivery take?
Available destinations, rates and delivery estimates are shown during checkout based on the shipping address and current shipping profiles. Estimates are not guarantees and can change due to carrier or customs conditions.
How can I track my order?
When tracking is available, it is included in the shipping confirmation and order-status page. Tracking can take time to update after the carrier receives the parcel.
Will I need to pay duties or import taxes?
The checkout or shipping policy will state whether duties and taxes are collected in advance where supported. Charges not collected at checkout may be the recipient’s responsibility under local rules.
What should I do if my parcel arrives damaged, incomplete or incorrect?
Contact us promptly with the order number, packaging photos, item photos and a description. Keep the packaging until the case is reviewed. We will assess the next step under the applicable policies.
Can I return or exchange an item?
Eligibility, condition requirements, exclusions and the request window are governed by the current Refund Policy. Review it before returning anything and contact us for instructions.
Can opened or used pet products be returned?
Hygiene and safety restrictions may apply, especially to feeding, hydration, litter and potty products. The current Refund Policy and applicable law determine eligibility. Contact us before sending anything.
When will I receive a refund?
Approved refunds are issued to the original payment method after review. Bank or payment-provider processing time can vary. The confirmation email and Refund Policy provide the applicable details.
STILL CURIOUS? WE’RE HERE.
If a product detail is not listed or you need help with an order, send us a note before guessing.
Contact us →