Frequently Asked Questions

Have a question? Browse our most common questions below. Can't find what you're looking for? Reach out at contact@pawcatz.com or call +1 323-792-0282 - we are available Monday–Sunday, 10 AM – 6 PM EST.

• Orders & Payments

• What payment methods do you accept?

  We accept all major credit and debit cards including Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club, and Discover. We also support Apple Pay and Google Pay for fast, secure checkout. All transactions are processed in USD.

• Is my payment information secure?

  Absolutely. All payments are processed through a secure, encrypted gateway. We never store your full card details on our servers.

• Will I receive an order confirmation?

  Yes. Once your order is placed, you'll receive an email confirmation with your order details. Please check your spam folder if you don't see it within a few minutes.

• Can I cancel my order?

  You can cancel your order within 12 hours of placing it. After that, your order enters our fulfillment process and can no longer be canceled (though we may be able to update your shipping address). To request a cancellation, contact us at contact@pawcatz.com or call us during business hours.

• Can I modify my order after placing it?

  Order modifications (such as changing items or quantities) are only possible within the 12-hour cancellation window. After that, please contact us and we'll do our best to help, though changes cannot be guaranteed once fulfillment has begun.

• What is the order cut-off time?

  Orders placed before 11 PM EST are processed the same business day. Orders placed after the cut-off will begin processing the next business day.

• Shipping & Delivery

• How long does shipping take?

  All orders require 1–2 business days of handling time before they ship. Once shipped, delivery takes 3–5 business days within the US. Total estimated delivery time is 4–7 business days from the date of purchase.

• How much does shipping cost?

  We offer a flat shipping rate of $4.99 for all US orders.

• Will I get a tracking number?

  Yes. Once your order ships, you'll receive a tracking number via email so you can follow your package every step of the way.

• Do you ship internationally?

  Currently, we ship within the United States. Stay tuned — we're working on expanding to more regions soon.

• My tracking hasn't updated — what should I do?

  Tracking updates can sometimes be delayed by 24–48 hours after the shipping label is created. If your tracking hasn't updated after 3 business days, please contact us at contact@pawcatz.com and we'll investigate right away.

• Returns & Refunds

• What is your return policy?

  We accept returns within 30 days of delivery. Here's how it works:

  • Damaged, defective, or incorrect items: We'll make it right at no cost to you — including return shipping.
  • Quality-related issues: You'll receive a full replacement or refund.
  • Change of mind or wrong item ordered: Returns are accepted with a 10% restocking fee. Return shipping is the customer's responsibility.
• How long does a refund take?

  Once we receive your returned item at our warehouse, refunds are processed within 3 business days. The time it takes to appear in your account depends on your bank or payment provider.

• How do I start a return?

  Contact our support team at contact@pawcatz.com with your order number and reason for return. We'll guide you through the process.

• I received the wrong item — what do I do?

  We apologize for the inconvenience. Please contact us at contact@pawcatz.com with your order number and a photo of the item received. We'll send the correct item and cover all return shipping costs.

• Our Products

• What kinds of products do you sell?

  At pawcatz.com, we offer a curated range of premium pet products including:

  • Furniture & Enclosures – Stylish wooden litter box enclosures and dog crates that blend into your home décor.
  • Feeding & Hydration – Gravity pet feeders, water dispensers, ergonomic tilted bowls, and portable water bottles.
  • Grooming – Electric steam grooming brushes for cats and dogs.
  • Toys & Enrichment – Interactive LED cat toy balls, self-rotating toys with catnip and feathers, and more.
  • Comfort & Wellness – Inflatable cooling water bed mats for hot summer days.
• Are your products safe for pets?

  Yes. We carefully select products made from pet-safe, non-toxic materials — including food-grade plastics, BPA-free components, and FDA-compliant materials where applicable. Product specifications are listed on each product page.

• Are your products suitable for both cats and dogs?

  Many of our products are designed for both cats and dogs, such as our gravity feeders, grooming brushes, cooling mats, and portable water bottles. Some items, like our interactive cat toys, are specifically designed for cats. Check individual product pages for compatibility details.

• Do your electronic products come with a warranty?

  If you receive a defective electronic product, we'll replace it or issue a full refund — no questions asked. Please contact us within 30 days of delivery.

• How do I assemble furniture products like the litter box enclosure?

  Our furniture products are designed for easy assembly and typically take around 15 minutes. Each item comes with assembly instructions. If you need additional help, feel free to contact us and we'll be happy to assist.

• Still Need Help?

• How can I reach customer support?

  • Email: contact@pawcatz.com
  • Phone: +1 323-792-0282
  • Hours: Monday – Sunday, 10 AM – 6 PM EST
  • Address: 15989 Cypress Ave, Chino, California 91708, US

  We aim to respond to all emails within 1 business day.