Frequently Asked Questions

Available dimensions, materials, features, package contents, care information, and other specifications are shown on the applicable product page. Please review the product description and images carefully before ordering. If important information is unclear, contact us before completing your purchase.

Please use the measurements and size information displayed on the product page rather than relying only on general size names. Measure your pet or the intended space carefully before ordering. Because products vary, a size used for one product might not correspond to the same size for another product.

Suitability depends on the product and your pet’s size, age, health, behavior, and intended use. Review all product information and supervise your pet where appropriate. PawMerry product information is not veterinary advice. If you are unsure whether a product is appropriate for your pet, consult a qualified veterinarian or other relevant professional.

Subject to availability for your device, browser, country or region, and checkout session, PawMerry currently accepts Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, and PayPal. The payment methods available for your order will be displayed during checkout.

You may request cancellation or a shipping-information change within 24 hours after placing the order by emailing order@pawmerry.com with your order number. Orders may be processed quickly, so we cannot guarantee that a request can be completed after processing, shipment preparation, or shipping has started. A request is not effective until confirmed by PawMerry.

Enter an eligible discount code in the designated field during checkout and apply it before completing payment. Eligibility, minimum order requirements, excluded products, validity periods, and combination restrictions may vary by promotion. Confirm that the discount appears in the order summary before submitting your order.

Orders are generally processed within 1–3 business days. After processing, standard shipping is estimated to take 7–20 business days. The estimated total time from successful payment to delivery is therefore generally 8–23 business days. Delivery times are estimates and are not guaranteed.

Standard shipping is USD $9.90 for an order subtotal below USD $69.00. An order subtotal of USD $69.00 or more qualifies for free standard shipping. Eligibility is calculated after discounts and before shipping charges and taxes. The final applicable amount and currency will be displayed during checkout.

After your order ships, we will send available tracking information to the email address provided during checkout. Tracking may take several business days to become active or update. You may also use the Track Your Order link in our store footer where that service is available.

PawMerry does not generally accept returns because a customer changed their mind, selected the wrong size, color, style, or quantity, or no longer wants or needs the product. This does not limit any mandatory cancellation, withdrawal, return, warranty, or consumer right that applies in the customer’s country or region.

Transportation damage, missing parts or accessories, or an incorrect shipment should be reported within 48 hours after delivery. Manufacturing or quality defects should generally be reported within 30 days after delivery. Email order@pawmerry.com with your order number, a description of the issue, and clear photographs or videos of the product and packaging. These reporting periods do not limit mandatory rights under applicable law.

After an approved return is received and reviewed or inspected, an approved refund will generally be initiated to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to post the refund to your account.