Order & Account
I haven't received my order confirmation. What should I do?
Please check your spam or junk folder first. If you still haven’t received it after 60 minutes, contact us at info@pawtentialstore.com with your name and email address.
Can I change or cancel my order?
We process orders quickly, so changes or cancellations may not be possible. If you entered the wrong address, contact us at info@pawtentialstore.com as soon as possible.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How much does shipping cost?
We offer free shipping, always.
I accidentally removed my free gift. Can I get it back?
Empty your cart and add your products again. If you meet the promotion requirements, the gift should be added automatically.
Shipping & Delivery
Where do you deliver?
We currently ship across Canada.
How can I track my order?
Once your order ships, you’ll receive a tracking number by email. You can also track your order through our tracking page.
When will I get my order?
Orders are generally delivered within 5–10 business days.
My order is delayed. What should I do?
Occasional delays can happen. If your order is significantly delayed, contact us at info@pawtentialstore.com and we’ll be happy to help.
Can I have my order delivered to a pickup point?
No, we don't offer delivery to a pickup point.
Some items are missing from my order. What should I do?
Please contact us at info@pawtentialstore.com with your order number and details of the missing item.
Payment
What payment methods do you accept?
You can pay securely using the payment methods available at checkout, including:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- PayPal
All payments are processed securely through our payment providers.
I forgot to use my discount code. Can I add it later?
Unfortunately, discount codes cannot be added after an order has been completed.
Can I pay by invoice or bank transfer?
No, we currently only accept the payment methods available at checkout.
Returns & Damaged Items
How do I return an item?
Contact us at info@pawtentialstore.com within 30 days of receiving your order for return instructions.
When will I receive my refund?
Once your return has been received and approved, your refund will be processed. Processing time may vary by payment provider.
I received a damaged item. What should I do?
Contact us within 7 days at info@pawtentialstore.com and include your order number and photos of the damage. We'll help you with the next steps.
Can I exchange an item?
We currently do not offer direct exchanges. Contact us if you need help with a different product or size.
Can I have my order delivered to a pickup point?
No, we don't offer delivery to a pickup point.
