Frequently Asked Questions
FAQ Q: How can I view the status of my order?
A: Go to the Customer Service, Account History page. This page lists all your orders. Click the date of the order whose status you wish to view.
FAQ Q: How can I change my billing address and information if I already have an account?
A: Go to the Customer Service, Account History page. Click on your name and this new page will allow you to change your billing address, email, phone number etc.
Q: What are your shipping costs?
A: You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the Invoice you see before confirming your order. All shipping is calculated by purchase amount starting at $6.95. Shipping costs will be extra for large bulky items. All orders over $100 receive free standard shipping. Bulky/oversized/heavy items(furniture, beds, carriers, bowls dog food etc) shipments will incur additional shipping charges regardless of invoice shipping price. Even if your order received free shipping, you will still be required to pay the additional shipping charges for oversized items. We contact you via email with your additional shipping charges. International orders will have a minimum shipping charge of $13.95($10.95 for Canada). Additional shipping charges for International orders depending on weight/size of the order.
Q: When can I expect my order to arrive?
A: We ship USPS for small orders/fedex for larger boxes. Standard Delivery Time: If merchandise is in stock you can expect it to ship within 5-15 business days. Otherwise, shipping time for temporarily out-of-stock merchandise can be 3-4 weeks. Custom-made, personalized, or hand-crafted items, items shipped directly from our designers, overseas, or bulky items may exceed traditional ship times and charges. For an additional fee, some items can be express shipped provided the item is in-stock(please contact us at 561-252-8863 for further information). If your order is not in-stock, priority shipping will be canceled and standard shipping charges will incur. Your entire order may arrive in separate shipments. All orders under $50 are shipped with delivery confirmation, once the USPS confirms delivery, Paws on Palm Beach is no longer responsible. Orders over $50 will be shipped with insurance coverage. International orders can take up to 8 weeks depending on the receiver's customs office, so please be patient. PS. We recycle our shipping and packing materials/boxes.
Q: Why am I being charged for shipping?
A: Since we are a small growing company, we are unable to offer complimentary shipping on all our orders at this time. Customer satisfaction is our goal and even though higher gas prices are driving shipping prices up, we are trying to keep our shipping charges to a minimum. Thank you for your understanding. Occasionally we have specials on shipping for boutique members, so please sign up at: www.PawsonPalmBeach.com to be eligible for these monthly specials.
Q: Do you stock every single item on your website?
A: No, we do not stock every single item in every single color and size. Many of our items are custom-made and many are shipped directly from the designers.
Due to the high demand for our unique and limited edition products, occasionally an item will be out of stock. If the item is out of stock, we will inform you via email. Your order, on average, will still arrive in approx. 5-15 business days. If it will be longer than that, we will contact you with an estimated ship date. Please remember, patience is a virtue. Customers are always welcome to call us at: 561-252-8863 to inquire about the availability of an item.
Q: What is your return policy?
A: Paws on Palm Beach will gladly accept exchanges on merchandise within 15 days of receiving your order. You will be issued a credit via your online account with Paws on Palm Beach. Once you log in, your credit will show up. Store credits do not expire. The customer is responsible for returned shipping charges. We are not responsible for lost or stolen shipments back to us. Please ship with a tracking number or insurance and return the item with it's original packing slip and write on the slip how you would like us to proceed with your exchange or store credit. Ship to: Paws on Palm Beach Attn: Exchanges 516 Sandtree Dr., Palm Beach Gardens, FL 33403.
The item returned must be in new and resellable condition. Paws on Palm Beach reserves the right to determine if the item is in resellable condition. We do not accept returns on perishable, custom, personalized, or clearance items. Due to standard health regulations, we cannot accept returns on carriers, beds, or strollers. We are sorry but we cannot refund any shipping charges. If you received free shipping on your order, you will be required to pay the shipping charges for any exchanges regardless.
Q: Do you ship to Non-US residents?
A: Yes, we ship internationally. Please understand that overseas orders can have a much longer shipping time and will incur a minimum shipping charge of $34.95($24.95 for Canada). Additional shipping charges determined by weight. You will be contacted via email with your additional shipping charges. We cannot guarantee the shipping time as custom's can hold up a shipment. Paws on Palm Beach is not responsible for any extra custom duties or fees incurred by the buyer's country. They are the buyer's responsibility. International orders can take up to 8 weeks.
Q: Is your site secure?
A: So that you will feel confidence in the security of online transactions completed through OUR online store StoreFront provides Secure Sockets Layer (SSL) encryption throughout the order process.
The SSL protocol has become the universal standard on the Web for authenticating sites and for encrypting communications between users and Web servers. With SSL, all information is encrypted by the sending software and decrypted by the receiving software, protecting private information from interception over the Internet.
In addition, all data sent over an encrypted SSL connection is protected with a mechanism for detecting tampering - that is, for automatically determining whether the data has been altered in transit. This means our customers can confidently send private data to our website, trusting that SSL keeps it private and confidential.
Q: Do I have to pay sales tax?
A: Only if you reside in the state of Florida.
Q: How can I tell what size to choose?
A: Every designers sizes their products differently. There is so set size standard for dog clothes, like there is for people clothes. You best bet is to go by the measurements provided in each items description. Please contact us if you are still unsure on the sizing at 561-252-8863. We are happy to help you.
Q: Do you offer gift wrapping?
A: Yes, we do. For an additional charge of $5.00, we offer a paw print gift bags/boxes complete with tissue paper and ribbon.
Q: Do you sell wholesale?
A: At the present time, we only offer our environmentally friendly washable pee pads for wholesale purchase. You can find more information at: www.prettypeepads.com
Q: Do you have a catalog?
A: Our products change so frequently with many items being custom/limited designs, that it is not financially feasible for us to print a catalog. All our products can be found on our website.