Frequently Asked Questions

Browse the shop, choose any options such as size, and select Add to cart. When you are ready, open your cart and select Proceed to checkout. Enter your details, choose a delivery and payment method, review your order and select Place order. You will receive an order confirmation by email.

If you need to change or cancel an order, contact us as soon as possible at info@bawpaw.com with your order number. We can usually make changes before your order has been dispatched, but once it has left us we may not be able to.

If you created an account, sign in to My Account and open Orders to see the latest status. We also email you when your order status changes. Guests can contact us with their order number.

We currently deliver to Sri Lanka, the United States, the United Kingdom, Australia, France and Singapore. The delivery options available for your address are shown at checkout.

Orders are usually processed within 1–3 business days. Estimated delivery time after dispatch is International: 12–20 business days. See our Shipping & Delivery page for details.

Shipping charges depend on your delivery address and the delivery option you choose: Shipping charges are calculated at checkout based on the delivery destination, parcel weight and selected shipping method. Any applicable customs duties and import taxes are the responsibility of the customer.. The exact cost is always shown at checkout before you pay. Free shipping threshold: No free shipping at present. All orders are subject to calculated shipping charges..

Yes — when tracking is available for your delivery method, we send tracking details by email once your order has been dispatched.

The payment methods available for your order are shown at checkout. We currently accept: PayPal, Visa, Mastercard.

Yes. Our checkout runs over an encrypted (HTTPS) connection, and card payments are processed by our payment provider. We do not store your full card details on our website.

Eligible items can be returned within 28 days from the date of delivery. of delivery, unused and in their original packaging. Some items, such as opened food, treats and hygiene products, cannot be returned. Read our Returns & Refunds policy for full details.

Once we receive and check your return, we will email you to confirm. Approved refunds are issued to your original payment method within Refunds are processed within 5–10 business days after the returned item has been received and inspected. The time taken for the refund to appear depends on the payment provider.. Your bank or card provider may take additional time to show the refund.

We are sorry if that happens. Please contact us within Within 48 hours of delivery. of delivery with your order number and photos of the damaged item and packaging, and we will arrange a replacement or refund.

Yes. We source our products from [SUPPLIER INFORMATION] and describe each item accurately. If you have a question about a specific product or brand, please contact us.

Check the product description, sizing information and the Additional Information tab for measurements. Consider your pet’s size, age and habits. If you are unsure, contact us — and for diet or health questions, ask your vet.