FAQs
Company
Where are you located?
We have a small but mighty team that ensures Pretty Paws Pet Supplies runs smoothly, based in Ankeny, Iowa. Our hand-picked suppliers and manufacturers are located in cities across the country, including Seattle, Chicago, Salt Lake City, and Atlanta.
Orders
Can I make changes to an order I've already placed? (such as a typo in my pets name or my phone number)
We can change this information for you unless the order has already been shipped. Be sure to reach out to our Customer Service team as soon as possible so we can get this resolved for you.
What is the Return Policy?
We do accept returns on all items except personalized items. If you would like to return an item, please contact our Customer Service team to initiate the return process.
Shipping
How long does it take for my order to arrive?
All orders are typically shipped out within 3-5 business days from when you place the order. Please allow up to 14 business days for delivery, although some orders can arrive in as little as one week.
How can I track my order?
Once your order has been shipped, you will receive an email with your tracking number and other shipping information. If you do not receive your tracking number within 3 business days, please reach out to our Customer Service team, and we will provide this information to you.
If you checked out using Shop Pay, you can download the Shop App, and your information will automatically appear after you sign in using the email address you used to place the order.
What do I do if I never received my order?
Most order will ship within 3 business days after placing the order, and will arrive at their destination in 7-14 business days. However, some orders may take longer, especially if the final destination is not located within the United States. If we have already shipped your order, then we recommend contacting USPS to determine the exact location of your order. If they are still unable to help you, we will be more than happy to look into the situation for you. If there are further issues with your order, or it is lost, we may be able to issue a one-time courtesy refund.
Still Have Questions?
No problem, contact our Customer Service Team. If you prefer, you can email us directly at hello@shopprettypaws.com.