FAQs

 

1. How can I contact you?

You can reach us via email at heavenpawsusa@gmail.com. We aim to respond to all inquiries within 24 hours.

2. Where are your products shipped from?

Our products are shipped from various locations depending on the supplier. We ensure that all items are shipped efficiently to provide timely delivery to our customers.

3. What is your refund policy?

We have a 7-day return policy. You have 7 days after receiving your item to request a return. Please ensure that the item is in its original condition.

4. How do I initiate a return?

To start a return, please contact us at heavenpawsusa@gmail.com. We will guide you through the return process.

5. Are there any items that cannot be returned?

Certain items cannot be returned, including perishable goods, custom products, and personal care items. Please refer to our refund policy for more details.

6. How long does it take to process a refund?

Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds are processed within 10 business days.

7. Can I exchange my product?

We do not offer direct exchanges. The fastest way to get a new item is to return the original item and make a separate purchase once the return is accepted.

8. What should I do if my item is damaged or defective?

Please inspect your order upon reception. If you find any defects or damages, contact us immediately at heavenpawsusa@gmail.com so we can address the issue.

9. Do you ship internationally?

Yes, we offer international shipping. Shipping times and costs may vary based on the destination.

10. How can I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or the carrier's site.