Frequently Asked Questions
Shipping
How long does shipping take?
Orders are processed within 1–3 business days. Delivery times vary by location:
- United States: 7–20 business days
- Canada, UK, Australia: 10–25 business days
- Rest of World: 14–30 business days
Where do your products ship from?
Our products are fulfilled through international suppliers and ship from overseas warehouses. This allows us to offer a wide range of quality pet wellness products at accessible prices.
Do you offer free shipping?
Yes! We offer free standard shipping on all US orders over $50.
Will I get a tracking number?
Yes. Once your order ships, you’ll receive a confirmation email with a tracking number. Please allow 3–5 business days for tracking to update.
My order hasn’t arrived — what should I do?
If your order hasn’t arrived within the estimated timeframe, please contact us at support@pawsanctum.com and we’ll investigate right away.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused and in original packaging. Contact us to initiate a return.
What if my item arrived damaged or incorrect?
Please contact us within 7 days of delivery with a photo of the issue. We’ll send a replacement or issue a full refund at no cost to you.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Products
Are your calming products safe for pets?
Yes. All products in our store are carefully selected with pet safety in mind. Our pheromone diffusers and calming collars use natural, pet-safe ingredients. Always follow the product instructions and consult your vet if you have specific health concerns.
Are your anxiety vests and jackets vet-recommended?
Yes — products like our Pet Anxiety Jacket and CalmShield Anxiety Vest are inspired by and consistent with vet-recommended pressure therapy techniques used to calm anxious pets.
What size should I order?
Each product page includes a size guide. When in doubt, measure your pet’s chest girth and refer to the size chart before ordering.
Orders & Support
Can I change or cancel my order?
We process orders quickly, but if you need to make a change, contact us as soon as possible at support@pawsanctum.com. We’ll do our best to accommodate your request before the order ships.
How do I contact you?
Email us at support@pawsanctum.com. We aim to respond within 1–2 business days.