FAQ

How can I contact GoPaw?

You can reach out to us at support@mygopaw.com, and our friendly customer service team will be happy to assist you with any inquiries or requests.

Do you ship worldwide?

Yes, we ship our products to customers around the world.

Where do you ship from?

We ship our products from Hong Kong.

Can I change or cancel my order?

To make changes or cancel your order, please request it within 12 hours of placing your order. Orders processed beyond this timeframe cannot be altered. If needed, you can return your order for a full refund after receiving it.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments for your convenience.

When will my order be processed?

Orders are processed at our warehouse between Monday and Friday. You can expect your order to be processed within 1-3 business days from the date of your order. Please note that we do not ship on weekends. During holidays and sale seasons, extra time may be required.

How long will it take to receive my order?

Due to high demand, it may take between 8-12 days for your order to arrive.

What if I don't receive my order?

If you do not receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars. You may be responsible for duties and taxes upon receiving your order, as determined by your local customs office. We are not responsible for customs-related delays. For more information on charges, please contact your local customs office.

How do I return an item?

To initiate a return, please contact us at support@mygopaw.com. We will guide you through the process.

What if the item(s) I received are defective/incorrect/damaged?

If you receive merchandise that is incorrect, missing, or defective, please get in touch with us. Include your order number, photographs of the item(s), and any related references from your package. We will work to resolve your case promptly.

When will I receive my refund?

Refunds will be credited to your original payment method. If you used a credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days after receiving the returned item or cancellation request. If you have not received your refund, please contact your bank or credit card company for further assistance. It may take some time before the refund is posted to your account.