Frequently Asked Questions

Who are you?

We are Paws On The Ark, www.pawsontheark.com your trusted source for high-quality pet products. Our mission is to provide our customers with safe, reliable, and innovative items all in one place, at prices that will leave you happy and satisfied.

What are the shipping and delivery times?

We ship directly from multiple warehouses worldwide as soon as your order is processed. Please allow additional transit time during periods of high order volumes. If there are significant delays, we will contact you via email or phone.

Estimated delivery times:

  • USA: 2-10 business days
  • UK & Europe: 4-10 business days
  • Other countries: Shipping times vary; please refer to your tracking details.

How can I track my package?

After your order is shipped, we will send you a tracking number via email. You can track your package on the shipping company’s website (e.g., UPS, USPS, etc.) or through universal tracking sites like 17track.net.

What happens if my order hasn’t arrived by the estimated delivery time?

If your order hasn’t arrived within the expected timeframe, please contact us with your order number. We will investigate the issue and work to expedite the process. You can reach us at sales@pawsontheark.com or through our Contact Us page.

What do I do if my product arrives damaged or faulty?

If your item arrives damaged or faulty, please notify us within 48 hours of receiving the product. Here’s what you need to do:

  1. Take clear photos of the damaged or faulty item, showing the issue.
  2. Ensure the item is still in its original packaging.
  3. Email us at sales@pawsontheark.com with the photos, a description of the issue, and your order number.

We will review your claim and arrange a replacement or refund once verified.

Can I return my product for a refund?

Yes, we accept returns on either 14 day or 30 days of receipt. However, some items, such as perishable products or those that have been opened or used, are non-returnable.  Please check the item listed for full details.

To start a return:

  1. Ensure the product is in its original packaging and in unused condition.
  2. Contact us at returns@pawsontheark.com or through our Contact Us page to initiate the return.

Once we receive and inspect the returned item, your refund will be processed.

Are all products returnable?

Due to the nature of certain products, such as perishable goods or items that have been opened or used, they may not be eligible for return. Please refer to the product listing for specific return policies. For items that qualify for returns, they must be sent back in original packaging and unused condition to be eligible for a refund or exchange.