Frequently Asked Questions

Answers to what shoppers ask us most. Cannot find yours? Email support@pawsandpeaceshop.com and a real person will reply within 1–2 business days.

Shipping & delivery

Do you offer free shipping?

Yes. Free standard U.S. shipping on every order, with no minimum spend and no handling fee.

How long will my order take?

Orders take 1–3 business days to process. Estimated U.S. delivery is 7–14 business days after shipment, so most orders arrive in approximately 8–17 business days. You will get a tracking number by email as soon as each item ships. Full details are on our Shipping & Delivery page.

Why do some items arrive faster than others?

Items may be fulfilled by different partners, so multi-item orders can arrive in separate packages. Processing and transit estimates are the same across the store, and each shipment receives its own tracking email.

Do you ship internationally?

Not yet. We currently ship within the United States only, and we hope to expand in the future.

How do I track my order?

You will receive a tracking email once your order ships, and you can check status any time in your account. Allow 1–2 business days after shipping for the carrier to post the first scan.

My tracking has not updated in days. Is something wrong?

Usually not — gaps of a few days between scans are normal. If there has been no movement for 7 or more calendar days, email us with your order number and we will investigate with the carrier.

Why did my order arrive in separate packages?

Because different items ship at different speeds. If you ordered supplements alongside a bed or wrap, the supplements will usually arrive first — sometimes more than a week earlier. Each shipment has its own tracking number. This is normal and does not mean anything is missing. If a shipment has not arrived within the window shown on our Shipping & Delivery page, let us know.

Can I cancel or change my order?

Email us as soon as possible with your order number. Supplements and chews often ship within a single business day, so the window on those is short. Larger items enter processing within 1–3 business days. If your order has not entered fulfillment yet, we can usually cancel or update it. Once shipped, it cannot be recalled, but the 30-Day Satisfaction Commitment still applies.

What payment methods do you accept?

Major credit and debit cards, Shop Pay, Apple Pay, and Google Pay. Payments are handled by secure third-party processors — we never see or store your full card details.

Returns & refunds

What is your return policy?

We offer a 30-Day Satisfaction Commitment on eligible orders. If you are not satisfied, contact us within 30 days of delivery and we will review it and work to make it right through a replacement, store credit, partial refund, or refund. See Returns & Refunds for full details.

How do I start a return?

Email support@pawsandpeaceshop.com with your order number and the reason. Please wait for approval before shipping anything back — unauthorized returns may not be accepted.

Who pays for return shipping?

If your item arrived damaged, defective, or incorrect, we cover it — and in most cases you will not need to send it back at all. For change-of-mind returns, return shipping is your responsibility.

My item arrived damaged or incorrect. What now?

Email us within 7 days of delivery with your order number and clear photos of both the item and its packaging. We will arrange a replacement or refund.

What cannot be returned?

For safety and hygiene reasons: opened consumables, used grooming or hygiene items, used lick mats and feeding items, beds and wraps showing wear, items damaged by misuse, and anything marked Final Sale. If you are unsure, ask us — we review case by case.

How long do refunds take?

Approved refunds are issued to the original payment method and typically process within 5–10 business days. Your bank may take additional time to post the credit.

Tracking says delivered but I never got it.

Check with neighbors, household members, and your building's mailroom first — and note that carriers sometimes scan a package as delivered a day early. If it still has not appeared, contact us within 7 days of the delivery scan.

Products & safety

Are your products safe for dogs and cats?

Our products are selected for everyday comfort, enrichment, grooming, and non-medicated wellness support. Always use them as directed and review the product page before buying. If your pet has a medical condition, takes medication, is pregnant or nursing, has special dietary needs, or has shown sudden behavior changes, talk to your vet first. See Product Safety & Use.

Do your products contain medication or sedatives?

No. Everything we carry is non-medicated. Our products are not intended to diagnose, treat, cure, or prevent any disease or behavioral condition.

What is The Paws & Peace Calm System?

It is our layered approach to building a calmer routine. First, identify your pet's stressful moments — storms, travel, grooming, time alone, vet visits, or changes at home. Then choose comfort-focused products that fit those moments. Finally, use them consistently so they become part of a predictable routine.

Which product is right for my pet?

How do I choose the right size?

Measure your pet rather than guessing by breed, and check the sizing details on each product page. If you are between sizes or unsure, email us before ordering — we would much rather help you get it right than process a return.

How long until I see results?

It varies. Some pets respond quickly to a bed, wrap, or lick mat; others need consistent use over days or weeks. Introduce new items during calm moments rather than during the stressful event itself. For ongoing anxiety or sudden behavior changes, speak with your veterinarian.

What if a product does not work for my pet?

Every pet is different and results vary — which is exactly why the 30-Day Satisfaction Commitment exists. Contact us within 30 days of delivery and we will review it and work to make it right.

Can I use multiple products together?

Yes, and many owners do. A quiet space, cozy bed, lick mat, comfort wrap, and calming support product can work together well. Introduce new items gradually and watch how your pet responds.

Are products suitable for all breeds and sizes?

Many are, but fit and suitability vary by product. Check the sizing and use instructions on each product page before ordering.

Where are your products made?

Our products are sourced from trusted suppliers and fulfillment partners. Each one is reviewed for materials, intended use, and fit with the Paws & Peace brand before we carry it.

Do you offer bundles or kits?

Yes. The ZenStart™ Essential Calming Kit combines several calming-support and enrichment tools so you can build a complete comfort routine in one order.

Orders & account

Do I need an account to order?

No, you can check out as a guest. Creating an account makes it easier to track orders and view your history.

Is my payment information secure?

Yes. Our checkout runs on Shopify with encrypted, PCI-compliant payment processing. We never see or store your full card number.

How do you use my personal information?

We use it to process orders, provide support, and improve the store. See our Privacy Policy, and use Your Privacy Choices to opt out of data sharing for targeted advertising.

Contacting us

How do I reach Paws & Peace?

Email support@pawsandpeaceshop.com. We are open Monday through Friday, 9:00 AM – 5:00 PM ET, and respond within 1–2 business days. More detail on our Contact Support page.

Do you offer phone support?

Not currently. Email lets us review your order details, photos, and tracking properly before replying, which gets you a real answer instead of a holding message.

Who actually answers my email?

We are a small, pet-loving team based in Orlando, Florida. Every reply comes from a person, not a bot.

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