We move quickly to get your order shipped ASAP, so please contact us via email or chat portal as soon as you can.

Once your order has been shipped, we will not be able to cancel or make any changes. In this case, you can initiate a return process with us once you receive the package. You can read more about our return policy here.

Please email us with your order number and the issue (include a photo if applicable) and we will get you sorted out!

If we made an error with your engraving then we will send a replacement tag without any additional costs to you. Just email us and we will make it right!

All custom pet ID tags are final sale. If you made a mistake when you ordered your pet tag, then you are responsible for the replacement tag(s). You can make a new pet tag purchase with the correct engraving then email us for a small discount.

Please double/triple check your engraving information before placing your order!

• Most orders ship out in 1-3 business days.
• Personalized tag orders or mixed orders with tags usually ship out within a week.
• We are a small team of 2 so please allow some wiggle room (especially during busy holidays)

Delivery times will vary depending on location! You can typically expect these delivery times after packages have been dispatched.

United States - 2-7 business days

Canada - 2-10 business days

International - 7-21 business days

Delays can happen, once the packages are dropped off it will be out of our control.

U.S.A - Free shipping for orders over $50 | $4.95 fee for orders under $50

CANADA - Free shipping for orders over $75 USD | $6.95 for orders under $75

INTERNATIONAL - Free shipping for orders over $100 USD | $15 Postage to most places for orders under $100

Here are the full details of our Shipping Policy.

It is common for couriers to incorrectly mark your package as delivered before delivering it. Please be patient and your package will most likely arrive within a few business days.

Some other things that you can do would be:

1. Verify that you have entered the correct shipping address on your order
2. Ask your neighbours to see if your package was misdelivered to their address
3. Look around the delivery location for your package
4. House: check hidden areas around your property, and see if there’s any attempted delivery notice slip
5. Apartment building: check your individual mailbox, parcel locker, security desk, building superintendent/ concierge
6. Check community mailbox, your individual mailbox and the parcel compartment

If still can’t locate your order, please contact the carrier to file a “lost” package claim. 

**Once we drop off your package at the post office, the shipping is out of our hands. Fuzzy Paw is not responsible for lost or stolen packages**

USPS: https://www.usps.com/help/missing-mail.htm

Canada Post: https://www.canadapost-postescanada.ca/cpc/en/support/sending/claims/missing-packages.page

You can find our return policy here.

You can click here to start the return process.

No, we do not offer exchanges at this time. If you would like a different size/colour, you can simply process a return and make a new purchase. This is to ensure that you will receive the correct item(s) promptly.

• US: Refunds are processed within 10-15 business days of us receiving your package.
  
• CANADA - Refunds are processed within 5 business days of us receiving your package
  
• INTERNATIONAL - Refunds are processed within 5 business days of receiving your package.

Once we process your refund it will take 2-3 business days for it to show on your bank statement.

No, customers are responsible for all fees associated with shipping the return/exchange packages back to us.

US/CANADA: An $8USD ($11CAD) return shipping label fee will be deducted from your refund. If you opt for store credit then this fee will not apply to you.

INTERNATIONAL: you will be responsible for buying your own return label and shipping it back to us.

Our collars were designed for dogs so we do not recommend using it for your cat. Cat specific collars are coming soon!

Majority of our cat customers have used our XS harnesses with no issues :) Please measure your cat before purchasing!