FAQs
Frequently Asked Questions
1. Do you ship overseas?
Yes, we ship overseas. If you are not sure whether we can deliver to your location, you can contact us: service@Pawmui.com.
2. Do you offer free shipping?
Yes! We provide free shipping on orders over $59.99.
3. How to place an order?
First, choose products you love and enjoy customizing them. When you're ready, hit "Checkout." Enter the shipping details where you can reliably receive packages. Choose a suitable payment method and complete your order. That's it! We'll take care of the rest for you. 😊
4. Why didn't I receive a confirmation email?
It's normal that sometimes our emails will go into customers' spam mailboxes. You can check your spam mailbox first.
5. How can I change my shipping address?
We can change or update your shipping address within 24-48 hours after the order has been placed.
To change the shipping address for your order, please email us: service@Pawmui.com or contact us online via store chat.
6. How long will it take to receive my order?
Once you place your order, there will be a 2-3 days processing period followed by a 5-15 days shipping period. In total, it can take anywhere from 1-3 weeks to receive your items. The duration depends on the shipping method and the destination country. Delays may occur due to holidays and/or any unforeseen events such as floods or typhoons. Please note that custom inspections can also be a factor during shipment.
7. When will I get the tracking number?
The tracking number will be emailed to you as soon as your order is ready to ship. If you don't see any updates in the tracking for 14 days, please email us at service@Pawmui.com. We will investigate the issue and get back to you promptly.
8. How do I track my order?
You can track your order shipping status here. Track your order using your email and the full name on the order or the tracking number. Please note that tracking information will appear only after the order has shipped. If the order hasn't shipped yet, the page may be blank. Don't worry, your order will be on its way soon! If there are no updates after a while, please contact our Support team by clicking emailing us at service@Pawmui.com.
9. How do I use my discount code?
In the event that the discount code hasn't already been applied automatically to your order, there should be a "Discount code" box showing up during check-out for you to manually type the code in.
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10. What is your return policy?
Policy for Returns and Replacement
Because custom orders are individualized, they are not returnable or exchangeable. We can resend you a new order if eligible. We will begin the order customizing process as soon as you place your order. Consequently, we are unable to allow modifications to the personalized information after the order has been placed.
FREE REPLACEMENT
This applies to packages with no movement for more than 3 weeks or far exceeding our estimated time of arrival. If there is no problem with the shipping address, you will receive a FREE replacement in a timely manner. Also, we will take full responsibility within 30 days from order arrival if the product(s):
- Have been crashed, damaged, or faulty due to the fault of our factory or the carrier.
- Are significantly different from what you ordered, e.g., your customized information is printed incorrectly.
Learn more about Returns and Refunds here.
11. Where are your products from?
We would like to inform you that we have expanded our operations to serve customers beyond the United States. This expansion has necessitated sourcing products from various suppliers located in different regions. Despite this change, we want to assure you that our commitment to providing high-quality products remains unwavering. Rest assured, the product you will receive is of the same brand as those made in the US and maintains the same exceptional quality that you have come to expect from us. Our dedication to ensuring your satisfaction remains our top priority.