Frequently Asked Questions
We know how excited you are to receive your pet essentials. To give you the smoothest shopping experience possible, we’ve put together answers to our most frequently asked questions below.
Every order is carefully packed and dispatched within 3 to 5 business days. Once on the road, expect 3 to 5 business days for Express delivery or 5 to 7 business days for Standard delivery. Keep an eye on your inbox: we’ll send you tracking info the moment your package leaves our warehouse!
Yes, absolutely!🌍 We ship internationally so every furry friend around the globe can enjoy our products, wherever you are.
Our main corporate offices are based in Paris, France. Depending on item availability and your delivery destination, products are fulfilled and dispatched from one of our partner fulfillment warehouses located in France, United Kingdom or China. This allows us to ensure fast and efficient delivery worldwide.
Yes, we do! You will automatically receive your tracking number via email within 3 business days following your purchase. If you haven't received it after 3 business days, please check your spam folder or email us directly at Support@pawenix.com, and we will be glad to provide it.
Don't worry! If your order includes multiple items, they may be fulfilled from different warehouse locations. In such cases, items are packaged and shipped separately to get them to you as quickly as possible. The rest of your order will arrive shortly. If you have any doubts, feel free to reach out, and we’ll track each parcel for you.
We sincerely apologize for any delay! International shipments can occasionally experience unexpected delays due to customs clearance procedures or local courier processing in your country.
You can track your parcel in real-time using your tracking link. If you need any assistance locating your package or have questions about delivery times, please contact us at Support@pawenix.com, and our team will investigate right away.
We are so sorry to hear that! We take product quality very seriously. Simply send us a clear photo or short video of the damaged item at Support@pawenix.com along with your order number. Once verified, we will immediately send you a brand-new replacement at no additional cost.
Customer and pet satisfaction is our top priority! If you are not completely satisfied with your purchase, we offer a 30-day return window starting from the date of purchase (excluding clearance or final-sale items).
For detailed terms and step-by-step return instructions, please read our full policy here:
Refund & Return Policy
Our customer care team is here for you! You can reach us 24/7 by email at Support@pawenix.com or through our online Contact Us page. We typically respond to all inquiries within 24 hours.
