FAQ

Frequently Asked Questions (FAQ)

Welcome to My Pawply! We've answered some of the most common questions our customers ask. If you don't find the answer you're looking for, feel free to contact us at support@mypawply.com.

1. Where do you ship?

We currently ship to the United States, Canada, the United Kingdom, Australia, and many other countries. Shipping availability may vary depending on your location.

2. How long does shipping take?

Estimated delivery times are:

  • United States: 5–12 business days

  • Canada: 7–15 business days

  • United Kingdom: 7–15 business days

  • Australia: 7–18 business days

  • Europe: 7–18 business days

  • Other Countries: 10–20 business days

Please note that delivery times are estimates and may be affected by customs, weather, or carrier delays.

3. How long does it take to process my order?

Orders are typically processed within 1–3 business days before they are shipped.

4. How can I track my order?

Once your order has been shipped, you'll receive a shipping confirmation email with a tracking number (when available).

You can also track your shipment using the Track Your Order page on our website.

5. Can I cancel my order?

Yes. Orders can be canceled within 12 hours of purchase.

After your order has entered processing or has been shipped, it can no longer be canceled.

6. What if I receive a damaged or incorrect item?

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and include:

  • Your order number

  • Photos of the item

  • Photos of the packaging

We'll review your request and work to provide a replacement or refund where appropriate.

7. Do you accept returns?

Yes. Eligible items may be returned within 30 days of delivery, subject to the conditions outlined in our Return & Refund Policy.

8. How long do refunds take?

Once your refund has been approved and processed, it usually appears in your original payment method within 5–10 business days, depending on your bank or payment provider.

9. Is my payment information secure?

Yes. We use secure payment providers and industry-standard encryption to protect your payment information. We do not store your full credit or debit card details on our servers.

10. What payment methods do you accept?

We accept the payment methods displayed at checkout. Available payment options may vary depending on your country.

11. Do you offer free shipping?

We may offer free shipping promotions from time to time. Any applicable free shipping offers will be clearly displayed on our website.

12. Can I change my shipping address after placing an order?

If your order has not yet been processed, we may be able to update your shipping address. Please contact us as soon as possible.

Once an order has been processed or shipped, we cannot guarantee that address changes can be made.

13. My tracking hasn't updated. What should I do?

Tracking information may take 24–72 hours to update after your order has been shipped.

If your tracking hasn't updated after several days, please contact us and we'll be happy to assist you.

14. Do I have to pay customs duties or import taxes?

International orders may be subject to customs duties, taxes, or import fees imposed by your country's customs authority. These charges are the responsibility of the customer unless otherwise stated.

15. How can I contact My Pawply?

If you have any questions or need assistance, please contact us:

Business Name: Vibewave LLC
Brand: My Pawply

Business Address:
30 N Gould St Ste R
Sheridan, WY 82801
United States

Email: support@mypawply.com

We aim to respond to all inquiries as quickly as possible.