FAQ
Frequently Asked Questions
Got a question? We've got you covered. If you can't find what you're looking for below reach out to us at aurellepaws@gmail.com and we'll get back to you within 24 hours.
🚚 Shipping & Delivery
How long does delivery take?
Orders are processed within 1-3 business days and most US orders arrive within 8-14 business days after dispatch. International orders typically take 10-20 business days depending on your location. Please note these are estimates and occasional delays can occur due to customs processing or carrier volume.
Do you offer free shipping?
Yes — absolutely. Every single Aurelle & Paws order ships completely free worldwide. No minimum spend, no conditions, no hidden fees at checkout. Ever.
Can I track my order?
Yes. Once your order has been dispatched you will receive a shipping confirmation email containing your tracking number. You can use this to monitor your delivery at any time. If you have not received a tracking email within 5 business days of placing your order please check your spam folder first then contact us at aurellepaws@gmail.com and we will look into it immediately.
Do you ship internationally?
Yes — we ship worldwide. Delivery times for international orders are typically 10-20 business days after dispatch. Please note that international orders may be subject to customs fees or import duties depending on your country's regulations. These charges are the sole responsibility of the customer and are not included in our pricing or shipping fees.
What if my order is delayed?
If your US order has not arrived within 45 days of the original shipping date please contact us at aurellepaws@gmail.com with your order number. We will investigate with our fulfillment partner immediately and offer to either reship your order or issue a full refund — whichever you prefer.
📦 Orders
How do I place an order?
Simply browse our store, add the products you love to your cart, and proceed to checkout. We accept all major credit and debit cards and any other payment methods displayed at checkout. All transactions are processed securely.
Can I change or cancel my order?
We process orders quickly through our fulfillment partner to ensure fast delivery. If you need to make a change or cancellation please contact us at aurellepaws@gmail.com as soon as possible after placing your order. We will do our best to accommodate your request but cannot guarantee changes once an order has been dispatched to our fulfillment partner.
I placed an order but have not received a confirmation email — what do I do?
Please check your spam or junk folder first. If you still cannot find it contact us at aurellepaws@gmail.com with your name and the email address you used at checkout and we will resend your confirmation immediately.
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express as well as any other payment methods displayed at checkout. All payments are processed securely through our checkout platform.
🐾 Products
Are your products safe for my pet?
Absolutely. Every product in our store is carefully selected with your pet's safety and wellbeing as the top priority. We only carry products that meet our quality standards. However if your pet has a specific health condition or sensitivity we always recommend consulting your veterinarian before introducing any new product. Our products are designed to support everyday pet care and comfort and are not intended to diagnose, treat, cure, or prevent any medical or behavioral condition.
Do your products work for both dogs and cats?
Many of our products are suitable for both dogs and cats — each product page clearly states which pets it is designed for. If you are unsure whether a product is right for your pet please contact us at aurellepaws@gmail.com and we will be happy to help you choose.
What if the product looks slightly different from the photos?
Product images on our website are as accurate as possible. However slight variations in colour or appearance may occur due to screen settings or minor manufacturing differences. These variations do not affect the quality or function of the product.
Do you restock sold out products?
Yes — we do our best to restock popular products as quickly as possible. If a product you love is out of stock feel free to contact us at aurellepaws@gmail.com and we will let you know when it is back.
🔄 Returns & Refunds
What is your return policy?
We offer refunds and replacements in the following situations — your item arrived damaged or defective, you received the wrong item, an item was missing from your order, or your order never arrived after 45 days from the shipping date. Please note that we are unable to accept returns for change of mind, buyer's remorse, or incorrect size or variant selection as our products ship directly from our fulfillment partners.
How do I start a refund or replacement request?
Simply email us at aurellepaws@gmail.com within 30 days of receiving your order with your order number and a clear photo or short video showing the issue. We will respond within 24 hours with a resolution.
How long do refunds take?
Once your refund has been approved it will be processed back to your original payment method within 5-7 business days. Processing times may vary slightly depending on your bank or card provider.
What if my item arrived damaged or defective?
We are so sorry if this happened. Please contact us at aurellepaws@gmail.com within 30 days of receiving your order with your order number and a clear photo or short video of the damaged item. We will arrange a full replacement or refund immediately — no questions asked.
Do I have to pay for return shipping?
If your item arrived damaged, defective, or incorrect we will cover all associated costs. Please note that as our products ship directly from our fulfillment partners we are unable to accept returns for change of mind or personal preference so return shipping in those cases does not apply.
What if my order never arrived?
If your US order has not arrived within 45 days of the original shipping date please contact us at aurellepaws@gmail.com with your order number. We will offer to reship your order or issue a full refund — whichever you prefer.
🔒 Trust & Security
Is it safe to shop on Aurelle & Paws?
Absolutely. Our store is built on Shopify's secure ecommerce platform — the same platform trusted by millions of businesses worldwide. All transactions are encrypted and processed securely. We never store your full payment details.
How do I contact customer support?
You can reach us anytime at aurellepaws@gmail.com. We respond to all enquiries within 24 hours on business days. We are real people who genuinely care about your experience — we will always do our best to help.
Do you sell my personal information?
Never. We take your privacy extremely seriously. We do not sell, rent, or share your personal information with third parties for their own marketing purposes. For full details please read our Privacy Policy.
Is my payment information secure?
Yes — completely. All payments are processed through our secure checkout which uses industry-standard SSL encryption. We never see or store your full card details at any point.
❤️ About Aurelle & Paws
What makes Aurelle & Paws different from other pet stores?
We do not sell everything — we sell what works. Every product in our store was chosen because it solves a genuine everyday problem for pet owners. We hold every product to one simple standard — will this genuinely make a pet's life better? If the answer is not yes it does not make the cut.
Where are you based?
We are a US-based pet care brand serving customers across the United States and worldwide.
Do you have a loyalty or rewards program?
Not yet — but it is coming. We are working on building a rewards program for our most loyal customers. Stay tuned and make sure you are signed up to our emails so you are the first to know.
Still have a question we have not answered? We would love to hear from you.
📧 aurellepaws@gmail.com — we respond within 24 hours on business days.
— The Aurelle & Paws Team 🐾