FAQ
Have questions about your order, shipping, returns, or product care? Find quick answers below. If you still need help, contact us at support@thepurepawshub.com.
Frequently Asked Questions
How do I place an order?
Simply choose the product you want, select the available options such as color or size, then click “Add to Cart” and proceed to checkout. Once your order is placed, you will receive a confirmation email with your order details.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible at support@thepurepawshub.com. We process orders quickly, so changes or cancellations may not be possible once the order has already been processed or shipped.
I entered the wrong shipping address. What should I do?
Please email us immediately at support@thepurepawshub.com with your correct shipping address. If your order has not yet been processed, we will do our best to update it. Once an order has shipped, we may not be able to change the delivery address.
Where do you ship to?
We ship to many locations depending on product availability and delivery options. If your location is available at checkout, we can ship to you.
How long does shipping take?
Orders are usually processed within 1–3 business days. Delivery times may vary depending on your location and the product ordered, but most orders arrive within 7–15 business days after processing.
Please note that shipping times may be affected by customs, courier delays, holidays, or high order volume.
Why is my order coming in separate packages?
Some items may be shipped separately because we work with different trusted fulfillment partners. If this happens, you may receive more than one tracking number and your items may arrive at different times.
How can I track my order?
Once your order has shipped, we will send you a tracking number by email. You can use this tracking number to check the delivery progress of your order.
My tracking number is not updating. What should I do?
Tracking information may take a few days to update after your order has been shipped. If your tracking has not updated after 5–7 business days, please contact us at support@thepurepawshub.com and we will help you check it.
Are your products suitable for all pets?
Our products are designed for different pet types, sizes, and needs. Please check the product description, size guide, and product images before placing an order to make sure the item is suitable for your pet.
How do I choose the right size?
Please check the size chart on the product page before ordering. We recommend measuring your pet carefully and choosing the size that best matches the chart. If your pet is between sizes, it is usually better to choose the larger size for comfort.
Are the product images exactly the same as the item I will receive?
We do our best to show product images as accurately as possible. However, slight differences in color, size, or appearance may occur due to lighting, screen settings, or product updates.
What payment methods do you accept?
We accept secure online payments through the payment options available at checkout. Your payment information is processed securely, and we do not store your full payment details.
Is my payment information safe?
Yes. Our checkout is secure and encrypted to help protect your personal and payment information.
Do you accept returns?
Yes, we accept returns on eligible items. To request a return, please contact us at support@thepurepawshub.com within 14 days of receiving your order.
Items must be unused, in their original condition, and in the original packaging.
What items cannot be returned?
For hygiene and safety reasons, some pet products may not be eligible for return once opened or used. This may include grooming items, feeding items, beds, toys, or products that have been used by pets.
What should I do if my item arrives damaged or incorrect?
Please contact us at support@thepurepawshub.com as soon as possible with your order number, a clear photo of the item, and a brief explanation of the issue. We will review it and help resolve the problem.
How long does a refund take?
Once your return or refund request is approved, refunds are usually processed within 5–10 business days depending on your payment provider or bank.
How can I contact PurePawsHub?
You can contact us anytime by email at:
We aim to respond within 24–48 hours during business days.