Orders
What's my order status?
To check the status of your order please log in to your account. You can find the status summary for all recent and past orders on the account page.
If you need any assistance, please reach us at support@pawdio.shop
How do I edit my order?
We can’t make any promises, but we will try our best. For any changes regarding size, color, and shipping address email us as soon as possible at support@pawdio.shop with the subject line: EDIT ORDER and your order number. Please note that if your order has been processed, we won’t be able to make any changes to it.
How do I cancel my order?
We aim to fulfill your order as quickly as possible. We can’t guarantee that we will be able to cancel your order once it has been processed.
Please email us as soon as possible at support@pawdio.shop with the subject line: CANCEL ORDER and your order number and we will do our best to help.
How do I exchange an item?
If you wish to exchange an item, please reach out to support@pawdio.shop with your order ID and an image of the item in its original packaging within 14 days from its delivery date. Once your exchange is approved, we will reship you the requested item.
How do I return an item?
We will be more than happy to help you return your items.
Returns must be requested within 14 days of your delivery date. Please contact us at support@pawdio.shop to inquire about your return with your order number, reason of return. Once it’s delivered to us, we will be issuing a refund to your original payment method or sending you your store credit code.
What happens if the item I ordered arrived damaged?
We apologize that you received a damaged item. Please send a photo of the damaged product to support@pawdio.shop with your order number and delivery date and we will be happy to help you with a resolution. Please note that any damaged item outside of a 14-day timeframe won’t be eligible for compensation.
I received the wrong item
If you received the wrong item please email support@pawdio.shop with your order number ,our team will assist you from there.
Pre-Orders
Once your order is placed, the full payment will be captured up front.
If your order contains both pre-order items and available items, please note that your order will be shipped once the pre-order items are in stock. We are not able to split orders and ship available ones separately.If you would like to purchase available items and pre-order items, we recommend placing separate orders.
How do I use my discount code?
You can use your discount code at the checkout page right below your order summary.
Shipping
Do you ship internationally?
Absolutely! International customers can shop our website in your local currency by selecting the currency at the bottom part of the homepage. We offer worldwide shipping to almost every country. We offer express shipping options via FedEx depending on the destination country.
Processing times
Due to high volume orders will be shipped within 2-3 business days.
Upon shipment, you will receive an email with your tracking information so you may track the package online.
Domestic U.S shipping
Domestic shipping can take up to 7 business days. Please note, we do not ship on the weekend and U.S holidays. As soon as your order ships you will receive the tracking number by email. Slight transit delays may occur due to weekends, holidays and weather conditions.
International shipping (DDU)
We currently offer standard international shipping, which can take up to 15 business days. Note, that Express International Shipping is available for some countries.
We do not ship on the weekend and U.S holidays. As soon as your order ships you will receive the tracking number by email.
*Please note that for international orders, we ship under DDU (Delivery Duties Unpaid) system. This means that you will be responsible for settling any necessary duties and taxes upon delivery and the shipping carrier will not release the package without payment for duties & taxes.
Customs fee and taxes
Based on which country you are in, the duty or customs fee will differ and unfortunately, we have no way of knowing the amount which they may charge you. As mentioned, we cannot determine or cover them.
Please note that customs payments are non-refundable and under the customer's responsibility. International orders that are refused due to customs and delivered back to us are subjected to a 50% restocking fee.
Shipping Insurance
We offer package Protection with every order to ensure your order is protected in case it gets lost, stolen or damaged during transit. Route protection can be added to your cart at checkout.We highly recommend this service for both, domestic and international orders.To file a claim if your package is lost, stolen or damaged in transit please email support@pawdio.shop.
What do I do if my package is lost?
If you fear your order might be lost in transit and you did not opt for Route protection, please reach out to support@pawdio.shop and we will do our best to help you find your order!
What do I do if I put the wrong shipping address?
We would be more than happy to update your address as long as your order has not been shipped. Please reach out to us at support@pawdio.shop as quickly as possible so we can do our best to help you.
If your order has been shipped, you will need to contact your shipping courier for more information on how to proceed.
Product
How can I find more information about a product?
You can learn all about our products on their individual product pages. If you have any questions or thoughts, please let us know by emailing us at info@pawdio.shop.
Is Pawdio Social Series waterproof?
Yes. PAWDIO™ Social Series gear is water-resistant, odor-proof, and made to handle everyday messes.
If a limited-edition color or style sells out, will it be restocked?
Once a limited-edition color sells out, it’s likely gone for good, so we recommend you go for it while it’s still available! You can sign up for restock alerts on the product page or sign up for our mailing list to be notified of surprise restocks.
Billing
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.
What forms of payment do you accept?
We accept Visa, Mastercard, American Express, JCB, Discover, and Diners Club credit cards. We also accept Venmo, PayPal, Apple Pay and Amazon Pay.
What can I do if my payment is declined?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s details (such as the security code and billing address) match what you’ve entered into our system.