Shipping
How long does shipping take? 14–28 calendar days from order to doorstep for most destinations, plus 1–3 business days of processing. Some orders arrive in 10–12 days; a few take up to 35 days during peak seasons. We ship from a vetted supplier network rather than holding stock ourselves — that's what keeps our prices where they are. Every order gets a tracking number.
Why not faster? Because faster would mean either warehousing everything ourselves or paying express air freight, and both would roughly double our prices. We chose honest timelines over hidden markup. If you need something this week, we're not the right shop for that order.
Will my order arrive in one parcel? Not always. Multi-item orders and bundles often ship as separate parcels arriving on different days, each with its own tracking number.
Do you ship worldwide? Yes, we ship to most countries. Shipping options are shown at checkout based on your address.
How much is shipping? US orders are $12 flat, and free on orders over $65. International orders are $20 flat.
Will I be charged customs or import duties? Possibly, depending on your country. Any customs fees are the responsibility of the customer and are not included in the order total.
Bundles & savings
Do you offer bundles? Yes — see our Bundles & Kits collection. Each kit combines products that solve one whole problem (the feeding corner, the first walk outside, a hot summer) and costs 19–23% less than buying the pieces separately. All kits clear the $65 free-shipping threshold.
Can I use a discount code on a bundle? No — kits are already discounted, so promo codes apply to individual products only.
Orders
How do I track my order? Visit the Track Order page and enter your order number and email, or use the tracking link sent to your inbox.
Can I change or cancel my order? Contact us within 12 hours of placing your order and we'll do our best to update or cancel it before it ships.
Returns & Refunds
What's your return policy? You have 30 days from delivery to request a return for a full refund. See our Refund Policy for full details.
My item arrived damaged or defective. Email us a photo of the item within 7 days of delivery and we'll send a replacement or refund at no extra cost.
My order is very late. If tracking shows no movement past 35 days, email us — we'll resend or refund in full, whichever you prefer.
Product
How do I choose the right size? Check the size chart on each product page. Sizing on pet apparel runs closer to Asian fit, so measure your pet rather than guessing. Still unsure? Email us your pet's measurements and we'll recommend a size.
Are your products safe for my pet? Yes, all products are selected for pet-safe materials.
How often should I change the fountain filter? Every 2–4 weeks depending on use and water hardness.
Payment
What payment methods do you accept? All major credit and debit cards, shown at checkout.
Is checkout secure? Yes, all transactions are encrypted and processed through Shopify's secure, PCI-compliant checkout.
Other
Do you have a discount for first orders? Yes — sign up for our newsletter and we'll email you code NEWPAW10 for 10% off your first order of $25 or more (individual products, not bundles).
How do I reach you? patlabratory@gmail.com — we reply within 24–48 hours, every day of the week.