FAQ

Ordering

At PawPulse, we know you (and your furry friend) are eager to receive new pet supplies—whether it’s a cozy bed, a durable leash, or a set of interactive toys. That’s why our team works efficiently to process your order: most complete orders are packaged and shipped within 1–2 working days, with extra care to ensure items like chew toys or food bowls are protected from damage during transit.

For more intricate products that require additional attention—such as custom-embroidered pet harnesses, multi-piece grooming kits with specialized tools, or plush beds with detailed stitching—processing times may extend to 3–4 working days. This extra time allows our team to conduct quality checks, ensuring every item meets our standards for pet safety (like non-toxic materials) and durability (so it holds up to playful chews or daily use).

Please note that orders placed after 3:00 pm EST on Fridays, or over weekends and public holidays, will be processed and shipped on the next business day. As soon as your package leaves our warehouse, we’ll send you a confirmation email with tracking information, so you can follow its journey to your home.

PawPulse is proud to deliver pet supplies to pet lovers worldwide, with shipping available to nearly every country. Whether you’re in a city, a suburban neighborhood, or a rural area, we’ll make sure your pet’s new bed, toys, or accessories reach you.

Shipping times vary by destination: most orders within North America and Europe arrive in 5–10 working days, while international deliveries to Asia, Australia, and other regions typically take 10–15 working days. These are estimates, and delays can occur due to factors like customs processing, local postal service schedules, or unexpected events—unfortunately, these are beyond our control.

For orders shipped outside our base country, please note that you may be responsible for additional customs fees, import taxes, or duties. These charges are determined by your country’s regulations, not PawPulse, so we recommend checking with your local customs office before placing your order to avoid unexpected costs.

Your satisfaction (and your pet’s happiness) is our top priority. If you have questions about your order—whether it’s tracking a shipment, checking stock for a specific toy, or adjusting the size of a harness—our customer service team is here to help.

The best way to reach us is through the contact form on our “Contact Us” page. Include your order number, a brief description of your query, and your preferred contact method (email or phone), and we’ll respond within 1–2 working days. For urgent issues (like a last-minute address change), you can also use the live chat feature on our website during business hours, where a representative will assist you promptly.

Product

At PawPulse, we believe pet supplies should be safe for your pet and responsible for the planet. That’s why we source materials in an ethical, environmentally friendly way that prioritizes pet safety, durability, and support for local communities.

A large portion of our materials—from the non-toxic rubber in chew toys and the breathable cotton in pet beds to the durable nylon in leashes—comes from trusted local suppliers. This not only reduces our carbon footprint by minimizing transportation but also supports local businesses and craftsmanship in our region.

For specialized items (like hypoallergenic pet blankets or eco-friendly poop bag rolls), we partner with global suppliers who share our commitment to pet safety and sustainability. Every material undergoes rigorous testing to ensure it’s free from harmful chemicals, easy to clean, and tough enough for pets’ daily activities—so you can feel confident using our products with your furry friend.

We strive to make sure product photos on our website accurately reflect the colors of our pet supplies, so you know exactly what to expect. Our photography team uses professional lighting to capture true-to-life hues—from the bright blue of a fetch toy to the soft beige of a pet bed or the vibrant patterns on a harness.

That said, slight color variations can occur. These may be due to small differences in material batches (for example, natural cotton can vary slightly in tone) or variations in monitor settings (brightness or contrast can affect how colors appear on screens). Rest assured, these differences are minor and won’t impact your pet’s enjoyment of the product—but if you have concerns about a specific item’s color, feel free to contact our team for additional photos.

Returns

We want you and your pet to love your PawPulse purchase. For full details on our return policy—including timeframes, eligibility, and step-by-step instructions—please visit our dedicated “Returns & Exchanges” page.

In short, most items can be returned within 30 days of delivery, provided they’re in their original, unused condition (with all packaging, tags, and accessories intact). This includes unopened toy sets, unused harnesses, and unwashed pet beds. Custom items (like personalized pet ID tags) may have different guidelines, which are clearly noted on their product pages.

We take great care to package pet supplies securely—using padded boxes for fragile items like ceramic food bowls and sealed bags for toys—to ensure they arrive in perfect condition. But if your order arrives damaged, defective, or incorrect (e.g., a leash with a broken clip), please let us know right away.

To resolve the issue quickly, contact us through our “Contact Us” page within 7 days of delivery. Include your order number, clear photos of the damage or discrepancy, and a copy of the delivery note. Our team will review your claim promptly and arrange for a replacement, repair, or full refund—whichever you prefer—at no extra cost to you. If we need the damaged item returned for inspection, we’ll cover the return shipping fees.

Payment

At this time, PawPulse does not offer cash on delivery (COD). This decision helps us ensure secure, efficient transactions for both you and our team, as COD can lead to delays or errors that might delay your pet’s new supplies.

Instead, we offer a range of secure, convenient payment methods, including major credit cards (Visa, Mastercard, American Express), debit cards, and trusted digital wallets like PayPal and Apple Pay. All transactions are protected by industry-leading encryption, so your payment details stay safe. Plus, these methods make returns or refunds easier to process if needed.

Yes! We’ve partnered with Afterpay to offer flexible payment options for pet lovers worldwide—including those in Los Angeles. With Afterpay, you can split your purchase into four equal, interest-free payments, due every two weeks, with no hidden fees as long as payments are made on time.

This option is available for most items on our website, making it easier to stock up on supplies (like a new bed, toys, and a harness) without waiting. Simply select Afterpay at checkout, create an account (or log in if you’re an existing user), and follow the prompts to complete your order. Your items will ship as usual, so your pet can start enjoying their new gear sooner while you manage payments on a schedule that works for you.