FAQ

1. Orders & Payment

Do I need an account to place an order?
No. You can check out as a guest. Creating an account allows you to track orders and save your details for faster checkout.

What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard, American Express), PayPal, PayPal Pay Later, Apple Pay, Google Pay, and Venmo. All payments are processed securely through PayPal. Available payment methods may vary depending on your location and device.

Is my payment information secure?
Yes. Payments are encrypted and processed by secure third-party payment providers. We do not store full payment card details.

Can I change or cancel my order?
If your order has not been processed or shipped, contact us at [email protected] as soon as possible. Once shipped, orders cannot be modified.

2. Shipping & Delivery

Do you ship internationally?
Yes. We ship worldwide through international logistics partners.

How long does delivery take?
Orders are typically processed within 1–3 business days. International delivery typically takes 10–20 business days. A flat shipping fee of $4.00 applies to orders under $49.00. Free shipping on orders of $49.00 or above.

How can I track my order?
Once your order is shipped, you will receive a tracking number via email.

Will I need to pay customs or import taxes?
Depending on your country, customs duties or taxes may apply. These charges are determined by local authorities.
In some cases, these fees may be shown or included in the total at checkout depending on your location and shipping method. Otherwise, they are the responsibility of the customer.

3. Returns & Refunds

What is your return policy?
We offer returns within 30 days of delivery for eligible items. Products must be in their original condition. Some items, such as food or consumables, may not be eligible for return.

How do I start a return?
Contact us at [email protected] with your order number. We will guide you through the return process.

What if my item arrives damaged or incorrect? If your item arrives damaged or incorrect, please contact us within 7 days of delivery with photos. We will arrange a replacement or full refund, and return shipping will be covered by us.

Who pays for return shipping?
If the return is due to a product issue or our error, we cover return shipping. Otherwise, return shipping costs are the customer’s responsibility.

When will I receive my refund?
Refunds are processed within 7–10 business days after inspection and are issued to the original payment method.

4. Products & Safety

Are your products safe for pets?
We offer products designed for general pet use and work with suppliers that meet applicable product safety standards. Always supervise your pet when introducing new products.

Do you sell pet food or supplements?
Yes, we offer selected pet food, treats, and supplements depending on availability.

Do you test products on animals?
No. We do not conduct animal testing. Product evaluation is based on normal usage and durability testing.

Can you recommend products for my pet?
Yes. Contact us with your pet’s species, size, age, and needs, and we will provide suitable recommendations.

5. Account & Website

How do I reset my password?
Use the “Forgot password” option on the login page to reset your account password.

How do I unsubscribe from emails?
You can unsubscribe using the link at the bottom of any marketing email. Transactional emails (order updates) will still be sent.

Do you use cookies or advertising tracking?
Yes. We use cookies and similar technologies to improve website performance and marketing. You can manage your preferences at any time through our cookie settings. See our Cookie Policy for details.

6. Business & Support

Are you a registered business?
Yes. Elixpaw is operated by a registered business entity based in Haikou, Hainan, China.

How can I contact customer support?
Email us at [email protected]. We respond within 24 business hours on working days.

Do you offer wholesale or partnerships?
Yes. For bulk or partnership inquiries, please contact [email protected].