FAQ
Placing an Order
What payment methods do you accept?
At Arthur's Paws, you can check out using all major credit and debit cards or by using the PayPal Express checkout option. We do not accept direct bank transfers or cash on delivery.
How secure is my online order?
When you make a purchase online with your credit card, all your information is entered on a secure SSL webpage. Your information is then SSL encrypted and sent directly to our credit card provider's network, where your card and transaction are pre-authorized and approved. Your credit card data is not stored on our servers.
Order Delivery
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time for order processing during holidays and sales seasons.
We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the following day after processing. Please note that we do not ship on weekends.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed the payment.
How can I track my order?
We will email you tracking information as soon as your order has been shipped. Typically, you receive the tracking number the day after the order is shipped.
Feel free to track your order on our dedicated page.
Returns and Exchanges
How can I return my order?
If you are not satisfied with your purchase and wish to return an item, please contact us within 14 days of receiving the order. Please provide the order number and reason for return. Our customer service will review the return request and send further instructions if the return is approved.
For a list of items on final sale, please refer to our return policy. All returns must be in original condition with intact packaging.
What if the items I received are defective, incorrect, or damaged?
Please contact us within 7 days of receiving your order if you have received wrong, missing, and/or defective merchandise. Please include the order number, photographs of the item(s), and any references related to the package receipt. We will do our best to resolve your case as soon as possible.
How long does the return process take?
Return processing can take up to 7 business days from the day we receive your return. We will email you to confirm that your return has been processed.
PayPal Payments
Why is PayPal asking me to authorize a higher amount than what I need to pay?
We want to inform you that the message displayed during the payment process regarding the authorization of a slightly higher amount than the transaction value is a requirement mandated by PayPal to comply with the new regulations of PSD2 countries like Italy, France, and Germany. However, we assure you that no additional charges will be incurred without your explicit consent. We recognize that this practice may be confusing or concerning, but we want to emphasize that your PayPal account will only be charged for the exact amount of your transaction as indicated in your cart.
Your security and satisfaction are extremely important to us. We are always available to answer any questions or concerns you may have regarding the payment process, so please feel free to contact us.
Thank you for choosing to shop at our online store. We appreciate your trust and will do everything we can to ensure a transparent transaction with no hidden costs.