Help center
Help & FAQs
Find quick answers about ordering, shipping, returns and choosing the right products below. Can’t find what you need? Email contact@pawvery.store or visit our contact page.
Which payment methods do you accept?
All available payment methods are shown at checkout. Payments are processed securely through Shopify's encrypted checkout; we never see or store your full card details.
Can I change or cancel my order?
Email contact@pawvery.store as soon as possible with your order number. If your order hasn't been processed yet, we'll do our best to change or cancel it.
Do I need an account to order?
No. You can check out as a guest. An account simply makes it easier to track orders and save your address.
Where do you ship?
We ship to 28 countries: the United States, Canada, the United Kingdom, Ireland, Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, Hong Kong, Israel, the United Arab Emirates, Switzerland, Norway and much of the European Union (Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Italy, the Netherlands, Poland, Portugal, Spain and Sweden).
How much is shipping?
Shipping costs are calculated at checkout and shown before you pay, so there are no surprises.
How long will my order take?
Orders are processed within 1–3 business days (not on weekends or public holidays). Delivery time then depends on your destination and carrier. If your order hasn't arrived within 30 days of ordering, contact us and we'll make it right.
Will I pay customs or import fees?
International orders may be subject to import duties and taxes charged by your country. These fees are the customer's responsibility.
What is your return policy?
You have 30 days after receiving your item to request a return. Items must be unused, in the same condition you received them, and in their original packaging with proof of purchase.
My item arrived damaged or wrong. What now?
We're sorry! Email us within 30 days of delivery with your order number and a photo of the problem, and we'll arrange a replacement or refund.
When will I get my refund?
Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds go back to your original payment method within 10 business days. Your bank may take a little longer to post it.
Products
Choosing & caring
How do I pick the right bed size?
Measure your pet from nose to the base of the tail while they're curled up or stretched out the way they usually sleep, then compare with the measurements on the product page. Remember that exterior dimensions are larger than the inside space.
Which power option should I choose for the fountain?
Choose the option that matches your home: USB, 110V US or 220V EU. If you're not sure, email us before ordering and we'll help.
How do I care for my products?
Follow the care instructions included with your item. Clean bowls and fountains regularly, and check food and water levels daily.
Still have a question?
We're happy to help
Email contact@pawvery.store or send us a message. Please include your order number if you have one.