Help center

Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at:

Customer service hours: Monday - Friday 9am - 5pm

Frequently Asked Questions

Find answers here!


How can I choose the best product size for my pet?

On every product page, we have placed a SIZE CHART for you to make sure you measure your pet correctly.

What size to get for your growing pup?

Puppies grow quickly and that means their size might still be changing. While your pup’s growth will depend on its breed, many larger dogs may not hit their full size and weight till around 12 to 18 months!

For pawaw gear, we always recommend sizing based on your pup’s current chest girth to make sure they are getting a comfortable and functional fit. Gear that is sized too large can cause chafing or slipping. We recommend adjusting harnesses or collars to be snug but comfortable. You should still be able to slip a couple of fingers under the webbing after adjusting.

For growing pups truly on the border of two sizes, go ahead and choose the larger size. For example, a 3 month old puppy with a 17 inch chest girth would be right on the border of our XXS and XS harness sizes. We would recommend sizing up to the XS since their current girth fits within that size range of 17 to 22 inches AND the larger size will give them room to grow. Our team has lots of experience in finding the perfect size for all types of pooches - so we're always happy to help you find the right fit for your furry friend. Just email us at with specific questions or for additional info.


How will my order be packaged?

Pawaw. believes in responsible packaging, and makes a point to reuse all like-new packing materials.  Whenever possible, we choose eco-friendly & recycled packaging options in order to reduce shipping waste.

What if there is an issue with my order?

If you have any problems placing or receiving your order, please email us at - we're happy to help!
Please note: we cannot be responsible for orders shipped to an incorrect address that we were provided, so please double check your shipping address before you place your order, as it is not possible to redirect orders shipped via USPS.

What if I need to return or exchange my online order?

We want you to be happy with your purchase! Online (shipped) purchases of new, unused items can be returned for exchange or refund within 14 days of purchase.

Online orders that are picked up in store are eligible for exchange or store credit within 14 days of purchase.

All online returns require a Return Authorization number. To receive a Return Authorization number, please email us at with your name, order number, and reason for return. We will reply with your RA number and detailed instructions on processing your return.

Please note that we do not offer pre-paid returns, you will be responsible for return label cost. Please do not return items directly to vendor.
Store orders are eligible for exchange or store credit within 14 days of purchase. Any returned goods must be in as-new condition.
Please note that we are unable to return or exchange any food, grooming items or beds. Please see additional info on returns & exchanges.

What if I need to return my store order?

We want you to be happy with your purchase! Store purchases of new, unused items can be returned for exchange or store credit (no refunds) within 14 days of purchase.

Please note that we are unable to return or exchange any food, grooming items, beds, or special order items. Please email for any additional info on store returns.

How do i track my order?

As soon as your order ships, we'll send you an email with the shipping and tracking information. Using the tracking number(s) provided, you can track your order by visiting the carrier's website. If you still have questions, feel free to contact us.

Can I return or exchange a sale item?

All sale purchases are final sale, and cannot be returned or exchanged.


How much is shipping?

All domestic US orders ship for a flat rate of $5.99.  Orders are shipped via USPS First Class or Priority, unless an alternate shipping option is selected. 

For international orders, if the shopping fee appears to be much higher than expected, please contact us to check on how this error may be affecting that rate as well.  We are happy to advise and help to find the best international rate possible!

When will my order ship?

Most orders ship within 3-5 business days of being placed.  We are a small shop - but work hard to get your order out as quickly as we can, and will let you know if there is going to be a delay. 

You will receive an email with tracking information as soon as your order has shipped.

Which carrier will be used to ship my order?

All US orders shipping on the $5.99 Flat Rate option will be shipped via USPS First Class or Priority Mail.  

You may choose to select UPS for any domestic shipment, for which a rate will be calculated based on the size and weight of your order.

Customers outside the US are responsible for all applicable taxes & duties.  Please contact us with questions about shipping rates outside the US, Canada, Australia, & the UK - we are always happy to arrange a more economical shipping rate ((based on size of items ordered)) whenever possible - please see below for more info. 

Please note, that the shipping method that you select only affects shipping time, not processing or production time on your order - unfortunately we're not able to speed up those parts of the process!  If you need your order shipped in a hurry, please send us an email or a text, and we're always happy to see what we can do.

What about International shipping?

We offer weight + size calculated rates for shipments outside the US, via USPS or other international carrier. 

Please note that certain items are not available for shipping outside the USA, a note will be listed on each of these items.

Please note that additional shipping charges may be due on certain international orders.  While we do our best to generate accurate shipping quotes on our website, sometimes large international shipments do require additional freight costs.  We will contact you with shipping method options if this is the case. 

Please note that customers outside the US are responsible for all applicable taxes & duties.  We are unable to calculate the specific duties that might be owed on your order, so your total does not include any duties that may be required for delivery outside the US. 

If you reject an order once it has arrived to your destination country, you will not be refunded for the shipping cost when the order is returned to our shop, and return fees assessed by the shipper may be deducted from your order total as well.  This is because we have already paid to ship your order, and we will incur additional fees in order to have the goods returned to us if you reject them.  As a small business, we cannot assume these costs if you bounce your order.