Frequently asked questions
Orders & shipping
Where do you ship?
We currently ship within the United States only. If you're outside the US and want something from the range, email us — we'll tell you honestly whether we can get it to you rather than taking an order we can't fulfil.
How long until my order ships?
Orders are processed within 1–3 business days after payment is confirmed. Orders placed on weekends or public holidays are processed the next business day.
How long does delivery take?
Standard shipping arrives in 5–10 business days. Express shipping arrives in 2–5 business days. These are estimates from the date of shipment, not the date of order, and can vary with your location and carrier conditions.
What does shipping cost?
Standard shipping is $8, and it's free on orders over $70. Express is $15. You'll see the exact amount at checkout before you pay.
How do I track my order?
You'll get a confirmation email with a tracking number as soon as your order ships. Enter it on the carrier's website, or see our Track Order page. If it's been more than 3 business days since you ordered and you haven't received tracking, email us.
My tracking hasn't updated in several days. Is something wrong?
Usually not. Tracking often goes quiet for 2–4 days while a package moves between facilities. If there's no movement for more than 7 days, contact us and we'll chase it down.
Returns & refunds
What's your return policy?
You have 30 days from delivery to request a return. Items must be unused, in their original packaging, with tags attached, and you'll need proof of purchase. Full details are on our Return Policy page.
How do I start a return?
Email pawsomehavenshopserve@gmail.com with your order number and the reason for the return. If it's approved, we'll send you a return shipping label and instructions. Please don't ship anything back before requesting a return — we can't accept those parcels.
My item arrived damaged or wrong.
Inspect your order when it arrives and email us right away with photos. We'll replace it or refund you. This is on us, not you.
When do I get my money back?
Once we receive and inspect the return, we'll email you the decision. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few more days to post it.
Can I exchange instead?
The fastest route is to return the item and place a new order for the one you want, rather than waiting on an exchange to process.
What can't be returned?
Perishable goods, custom or personalized items, personal care goods, hazardous materials, sale items, and gift cards.
Products & payment
Will a car cover fit my vehicle?
Measure the width of your back seat and compare it to the dimensions on the product page before ordering. Our hard-base hammock is 52.3 inches wide; bench widths vary a lot between a compact car and a three-row SUV, and a cover that's too narrow will slide. Send us your make, model and year and we'll tell you which one to get.
Not sure which size fits my pet.
Every product page lists measurements. Measure your pet rather than guessing from breed — and if you're between sizes or still unsure, email us the measurements and we'll tell you which to pick.
Is checkout secure?
Yes. Checkout runs on Shopify's PCI-compliant payment system over an encrypted connection. We never see or store your full card details. Apple Pay, Google Pay, Shop Pay, PayPal and all major cards are accepted.
Can I change or cancel my order?
Contact us as soon as possible. We can usually make changes before the order enters fulfillment, but once it's shipped it has to go through the returns process.
Still need help?
Email pawsomehavenshopserve@gmail.com or call (929) 525-0911. We reply to every message, usually within one business day.