Track my order
Your parcel has left and you want to know where it is? Here is how, in thirty seconds.
Your tracking number is in your inbox
As soon as your order ships, you receive an email titled “Your order is on the way”. It contains a tracking button: one click, and you can see where your parcel is.
This email is different from the confirmation you received when you paid. It arrives later, when the parcel actually leaves.
Cannot find it?
- Check your spam and promotions folders. That is where it hides nine times out of ten.
- Search for “Paw-Pat” in your mailbox search bar.
- Check the email address you entered at checkout: one missing letter, and the email goes nowhere.
Still nothing? Write to me at contact@paw-patpets.com with your name, and I will resend the link the same day.
Tracking has not moved for several days
This is common and rarely a worry. A parcel sometimes sits still for 24 to 48 hours between two sorting centres without the tracking updating. Give it two working days.
If nothing moves after that, write to me: I take it up with the carrier. That is my job, not yours.
Where we deliver
We ship to mainland France, Belgium, Germany, Italy, Poland and Portugal.
Delivery is free to all these countries, with no minimum order.
Delivery times are shown on each product page and set out in full in our shipping policy.
Your parcel is damaged, incomplete or has not arrived
Write to me at contact@paw-patpets.com, with a photo if the parcel is damaged. I will offer you a replacement or a refund.
Until the parcel is physically handed to you, responsibility for it rests entirely with me. You have nothing to sort out with the carrier, and no deadline can be held against you.
You have changed your mind
That is your right, and you do not have to explain why. Go to the Withdraw from my order page, or simply write to me.
A question? I answer them myself
There is no anonymous customer service behind this shop. I am the one who reads your messages, and I am the one who follows your order all the way to your door.
Email: contact@paw-patpets.com
Phone: +33 6 48 10 67 35
Reply within 24 to 48 hours on weekdays.
Gwen
Full-time slave to her furry ones — and proud of it