Frequently Asked Questions

General Questions

What is PawSmile?

PawSmile is a modern pet essentials brand dedicated to helping pet owners provide happier, healthier, and more comfortable lives for their pets. We offer carefully selected products for dogs and cats, including feeding, grooming, travel, comfort, and cleaning essentials.

 

Where do you ship?

We currently ship to:

  • United States

  • United Kingdom

  • Canada

  • Australia

At this time, we do not ship to other countries.

How can I contact PawSmile?

You can contact our customer support team at:

Email: info@pawsmile.co

Phone: +1 (719) 822-0591

Our team typically responds within 24–48 business hours.

Orders & Shipping

How long does order processing take?

Orders are typically processed within 1–3 business days after payment is received.

 

How long does shipping take?

Estimated delivery times:

  • United States: 5–10 business days

  • Canada: 7–12 business days

  • United Kingdom: 7–12 business days

  • Australia: 7–15 business days

Delivery times may vary due to customs, weather, carrier delays, or seasonal demand.

 

How do I track my order?

Once your order ships, you will receive a tracking number via email.

Please allow up to 48 hours for tracking updates to appear.

My tracking information hasn't updated. What should I do?

Tracking updates can sometimes take up to 48 hours after shipment. If your tracking has not updated after this period, please contact us at info@pawsmile.co.

Can I change or cancel my order?

If your order has not yet been processed, we may be able to modify or cancel it.

Please contact us immediately after placing your order.

 

Returns & Refunds

What is your return policy?

We offer a 15-day return window from the date your order is delivered.

Items must be:

  • Unused

  • In original condition

  • In original packaging

How do I request a return?

Simply email info@pawsmile.co with:

  • Your order number

  • Reason for return

  • Photos (if applicable)

Our support team will guide you through the process.

When will I receive my refund?

Approved refunds are typically processed within 5–10 business days after we receive and inspect the returned item.

 

Do I have to pay for return shipping?

Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.

Products

Are your products safe for pets?

Yes. We carefully select products designed to support the comfort, well-being, and happiness of pets.

However, we always recommend supervising your pet when introducing any new product.

Will the product look exactly like the photos?

We strive to display products as accurately as possible.

However, slight variations in color, size, or packaging may occur due to lighting, manufacturing updates, or screen settings.

Do your products work for both cats and dogs?

Some products are designed specifically for cats or dogs, while others are suitable for both.

Please review the product description for specific recommendations.

 

Payments & Security

What payment methods do you accept?

We accept major payment methods, including:

  • Visa

  • Mastercard

  • American Express

  • Discover

  • PayPal

  • Shop Pay

  • Apple Pay

  • Google Pay

Available payment methods may vary by location.

 

Is my payment information secure?

Yes.

Our website uses secure encryption and trusted payment processors to protect your personal and payment information.

Still Need Help?

If you couldn't find the answer you're looking for, we'd be happy to assist.

📧 Email: info@pawsmile.co

📞 Phone: +1 (719) 822-0591

Thank you for choosing PawSmile.

Happy Pets. Happy Hearts.