Frequently asked questions
Where do you ship?
We ship to eligible addresses in the United States. We do not ship to P.O. boxes or APO/FPO/DPO military addresses. See our Shipping Policy for restrictions.
How long does delivery take?
Processing normally takes 2–3 business days, followed by 4–9 business days in transit: 6–12 business days in total. Business days are Monday–Friday, excluding holidays. These are estimates. The daily order cutoff is 6:00 PM GMT (1:00 PM EST or 2:00 PM EDT).
How much does shipping cost?
Standard shipping is free for all eligible US orders, with no minimum order value.
How can I track my order?
Use the tracking link in your shipping confirmation or open the order status link in your confirmation email. Visit Track your order for instructions.
How do I request a return?
Email support@pawhaven-shop.com within 30 days after receiving your item. Eligible items must be unworn or unused, with tags and original packaging, and you need proof of purchase. Wait for return approval and instructions before sending anything. Review the exceptions in our Return & Refund Policy.
When will I receive my refund?
We inspect your return and notify you whether it is approved. Approved refunds are issued to the original payment method within 10 business days; your bank may need additional posting time. Contact us if more than 15 business days have passed since approval.
Can I exchange an item?
Request a return first. Once accepted, place a separate order for the replacement item you want.
Which payment methods can I use?
We offer Visa, Mastercard, Apple Pay, Google Pay, and Shop Pay. Availability is shown at checkout and can depend on your device, browser, or location. Prices are in USD. Read our Payment Policy.
How do I choose the right size for my pet?
Check the measurements and options on the product page and measure your pet or the intended space before ordering. If you are unsure, contact us with the product name and your pet’s measurements.
How can I contact Pawhaven?
Email support@pawhaven-shop.com or use our contact form. Support hours are Monday–Friday, 9:00 AM–5:00 PM GMT, and Saturday–Sunday, 11:00 AM–4:00 PM GMT. We typically respond within 24 hours.