Frequently Asked Questions
Everything worth knowing before and after you order. Can't find it here? Send us a message.
Orders
5 questionsChoose your options on the product page, add the item to your cart, then open the cart and continue to secure checkout. You can review and change quantities at any point before you pay.
Yes. A confirmation email is sent to the address used at checkout as soon as the order is placed. If it hasn't arrived, check your spam folder before getting in touch.
No. You can check out as a guest. An account is optional and simply makes it easier to find your past orders and saved addresses.
Contact us at Support@perripaws.com as soon as you can, with your order number. Orders are passed to our fulfillment partner shortly after they are placed, so we cannot promise a change, but we will try. Once an order has been dispatched it cannot be recalled. Wait for it to arrive and then start a return.
We cannot add items to an order once it has been placed. Just place a second order for the extra item. Delivery is free on every order, so ordering separately costs you nothing extra.
Shipping
6 questionsWe deliver throughout the United States, including Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands and APO/FPO/DPO addresses, and delivery is free on every order. We do not ship outside the United States at the moment.
Delivery is free. Every US order ships free, with no minimum spend and no faster paid option to upgrade to. Your delivery cost shows as $0.00 at checkout.
All prices are shown and charged in US dollars.
Delivery time depends on where you are, and we do not guarantee a delivery date. Your order is dispatched by our fulfillment partner, and you are emailed a tracking number as soon as the parcel is handed to the carrier. If tracking has not moved for an unusually long time, contact us and we will chase it.
Not at the moment. We currently deliver within the United States only. If you are outside the US and would like to know when that changes, email Support@perripaws.com and we will let you know.
Tracking is linked from your shipping confirmation email, and you can also use the Track Your Order page.
Returns & Refunds
5 questionsYes. You have 30 days from the day your order is delivered to request a refund, and you do not need to give a detailed reason. Items bought on sale or with a discount code are covered on the same terms. Full details are in our Refund Policy.
Email Support@perripaws.com with your order number, the item or items involved, and photos if it arrived damaged, faulty or incorrect. We will reply with the next steps and, if the item needs to come back, the correct return address. Please do not send anything back before contacting us. The address on your parcel is not a returns address.
Once your request is approved, and once we have received and checked the item where a return is needed, we refund your original payment method within 10 business days. Your bank or card provider may take a little longer to post it to your account. If more than 15 business days have passed since we confirmed the refund, contact us and we will chase it.
Contact us at Support@perripaws.com as soon as you can, ideally within 7 days of delivery, with your order number and clear photos of both the item and the packaging. We will replace it or refund it at no cost to you, and we cover return postage where a return is needed.
Check around the property and with anyone else at the address first, as carriers often leave parcels in a safe place or with a neighbor. If it still has not turned up, email Support@perripaws.com with your order number and we will open an inquiry with the carrier.
Products
5 questionsEach product page lists the options, sizes and specification information supplied for that exact product. If something you need isn't listed, message us before ordering and we'll check.
Where a product comes in sizes, the sizing information for that product is shown on its product page under the options. Measure your pet against those figures rather than guessing from breed.
Most of the range works for both. Where a product suits only one, the product title, description and options say so.
Product photography shows the item you're ordering. Lifestyle images show the product in use and may include other items that aren't part of the listing.
Reviews are collected from PerriPaws customers and shown on the product page. Where a product has no reviews yet, no rating is shown.
Checkout
4 questionsThe payment methods available to you are shown at checkout before you pay. Checkout is secure and card details are never stored on the storefront.
If you have a valid code, enter it at checkout and the discount is applied to your order total before you pay.
Declines usually come from the card issuer rather than the store. Check the card details and billing address, then try again or use another payment method.
Prices are shown in US dollars and do not include tax. Delivery is free. Any sales tax that applies to your delivery address is worked out at checkout and shown before you pay.
Contact & Support
3 questionsEmail Support@perripaws.com, or use the contact form and choose the reason that matches your question. Including your order number for anything order-related helps us find it straight away.
Send your question to Support@perripaws.com and we will come back to you as soon as we can. Including your order number and the email address you checked out with lets us look the order up straight away and answer in one reply, rather than asking you for details first.
Our number is +1 773-870-3260. For anything about a specific order, email is usually quicker, because we can look the order up and reply with the details in writing.