Contact Support
We are a small, pet-loving team and we answer our own email. Here is how to reach us and how to get a useful answer on the first try.
Support details
| support@pawsandpeaceshop.com | |
| Hours | Monday–Friday, 9:00 AM – 5:00 PM ET |
| Response time | Within 1–2 business days |
| Mailing address | 2212 S Chickasaw Trail, Suite 1013 Orlando, FL 32825, United States |
Emails sent over a weekend or holiday are answered the next business day. We do not offer phone support — email lets us review order details, photos, and tracking properly before responding.
You might not need us
These are our most common questions, and each one is answered in full already:
- Where is my order? — live status and tracking in your account
- How long does shipping take? — 1–3 business days to process, then 7–14 in transit
- Can I return this? — 30-Day Satisfaction Commitment and full eligibility rules
- Is this safe for my pet? — non-medicated products, use, and supervision
- Everything else — our full FAQ
What to include in your email
Including the right details up front usually saves a full day of back-and-forth.
| Your issue | Please include |
|---|---|
| Order status or tracking | Order number and the email used at checkout |
| Damaged, defective, or incorrect item | Order number, a short description, and clear photos of the item and its packaging |
| Package marked delivered but missing | Order number and the date of the delivery scan |
| Return or refund request | Order number, which item, and the reason |
| Cancel or change an order | Order number and exactly what needs to change — send this as soon as possible |
| Product or sizing question | Product name, plus your pet's weight, breed, and measurements |
| Privacy request | The email address associated with your account or order |
Time-sensitive issues
Two deadlines matter, so please do not wait:
- Damaged, defective, or incorrect items: contact us within 7 days of delivery
- Packages marked delivered but not received: contact us within 7 days of the delivery scan
The 30-Day Satisfaction Commitment gives you more room for everything else — see Returns & Refunds.
Before filing a chargeback
Please email us first. Almost every order problem can be sorted out directly, and usually much faster than a bank dispute.
A note on pet health
We are not veterinarians and cannot give medical advice. For health concerns, medication questions, or sudden behavior changes, please contact your vet. If you believe your pet is having an emergency, contact your veterinarian or an emergency animal hospital immediately.
Send us a message
Use the form below, or email support@pawsandpeaceshop.com directly. Either way, we aim to respond within 1–2 business days.