FAQs

Frequently Asked Questions

🛒 Orders & Shopping

How do I place an order?
Simply browse our collections, add your favourite items to the cart, and proceed to checkout. It's quick, easy, and secure!

Can I modify or cancel my order after placing it?
Orders can be modified or cancelled within 24 hours of placement. Please contact us immediately at support@urbanpawsusa.com.

Do you offer gift wrapping?
Yes! We offer gift wrapping on select items. You can add this option at checkout.

🚚 Shipping & Delivery

How long does shipping take?
Standard shipping takes 5–7 business days. Expedited shipping (2–3 business days) is available at checkout.

Do you offer free shipping?
Yes! We offer free shipping on all orders over $150 across the USA.

Do you ship internationally?
Currently, we ship within the United States only. International shipping is coming soon!

How do I track my order?
Once your order ships, you'll receive a tracking number via email. You can use it to track your package in real time.

↩️ Returns & Refunds

What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, in original packaging, and in resalable condition.

How do I start a return?
Email us at support@urbanpawsusa.com with your order number and reason for return. We'll guide you through the process.

When will I receive my refund?
Refunds are processed within 5–7 business days after we receive and inspect the returned item.

🐾 Products

Are your products pet-safe?
Absolutely! All our products are carefully curated to be non-toxic and safe for dogs and cats. We only stock products we'd trust with our own pets.

Do you carry products for both dogs and cats?
Yes! We have dedicated collections for both dogs and cats, including food, grooming, accessories, toys, and more.

How do I know which product size is right for my pet?
Each product page includes a sizing guide. If you're unsure, feel free to contact our team and we'll be happy to help.

💳 Payments

What payment methods do you accept?
We accept all major credit and debit cards, PayPal, and Shop Pay for a fast, secure checkout experience.

Is my payment information secure?
Yes! Our store uses SSL encryption and is powered by Shopify — one of the most secure e-commerce platforms in the world.

📞 Contact & Support

How can I contact customer support?
You can reach us via email at support@urbanpawsusa.com or through our Contact page. We aim to respond within 24 hours.

Do you have a loyalty or rewards program?
We're working on an exciting rewards program for our Urban Paws family! Stay tuned by subscribing to our newsletter.