FAQ – NiftyPaw

FAQ AREA

Order-related

How to check my order status?

After placing an order, you will receive a confirmation email containing the order number. Click the Order Tracking link in the email and enter your order information to query; you can also log in to the member system directly and check the real-time status in the "My Orders" section.

Can I modify the shipping address or product specifications after placing an order?

Before the order is shipped, you can modify the shipping address and product specifications independently in the member system; if the order has been shipped, please contact us via the service email, and we will assist you in contacting the logistics carriers (USPS/UPS/FedEx) to modify the address.

When will out-of-stock products be restocked?

Out-of-stock products are expected to be restocked within 1-2 business days. We will notify you via email after restocking, and you can also check the real-time inventory status on the product details page.

Can I cancel an unshipped order?

Yes. You can cancel it independently in the member system, or contact our customer service team via the service email for assistance with cancellation.

How to use the discount code for promotional activities?

Enter the code in the "Discount Code Input Box" on the shopping cart page or checkout page, and click "Apply" to enjoy the corresponding discount.

How long will an unpaid order be retained?

Unpaid orders will be automatically canceled after 24 hours. If you still need to purchase, you can resubmit the order and complete the payment.

Shipping & Delivery

How soon will I receive the order after it is shipped?

We adopt standard shipping within the United States, and the order will be delivered within 7-10 business days after shipment (excluding statutory holidays and carrier rest days).

Does your delivery scope include U.S. military bases/overseas territories?

Not for the time being. Currently, we only support delivery services to the 50 states of the U.S. mainland.

How to track my package's logistics information?

After the order is shipped, you will receive a shipping email containing the logistics tracking number. Click the Order Tracking link in the email to check the logistics in real time; you can also log in to the member system and obtain the tracking link in the corresponding order.

How is the shipping fee calculated if the order amount is less than $50?

The shipping fee will be automatically calculated based on the package weight and shipping address. The relevant rules have been entered into the background system, and you can clearly see the shipping fee amount on the checkout page and confirm it before payment.

What should I do if the package shows "in transit" but has not been delivered for a long time?

If the package is not delivered within 3 days after the estimated delivery date, please contact us via the service email niftypaw@outlook.com. We will verify the status with the logistics carrier within 1 business day and provide you with solutions such as redelivery or refund application.

Will orders be shipped separately?

If your order contains multiple products, they may be shipped separately due to different inventory locations. All separately shipped orders enjoy the same delivery service (no additional shipping fee is required if the free shipping condition is met), and we will notify you via email in advance.

Refund Service

What conditions are required to apply for a refund?

Regular refund: You can apply for a refund within 30 days of receiving the product, provided the product is unused and in resellable condition (original packaging intact, all accessories included, no scratches/damage);

Refund for quality issues: If the product has manufacturing defects, you can apply with the proof of receipt and photos of the problem (regardless of usage status);

Refund for logistics issues: The package is lost or damaged due to logistics reasons, or not delivered within 3 days after the estimated delivery date.

How to submit a refund application?

Submit your refund application via the service email niftypaw@outlook.com, stating the order number, reason for refund, and attaching supporting documents (photos of product issues / logistics exception records).

How long does it take for the refund to arrive?

The time for the refund to arrive varies by payment method: 3-7 business days for credit card/PayPal payments, and up to 10 business days for bank transfer payments.

Can I apply for a refund for customized pet products?

Customized products (such as special-sized pet beds, engraved collars) are not eligible for a refund unless there are manufacturing defects.

Can I apply for a refund and a replacement at the same time if the package is lost?

No. You can independently choose a full refund or a free replacement of the same product, and the related losses will be borne by the order insurance.

Does the refund amount include the portion deducted by discounts/coupons?

The full refund only includes the actual amount you paid, excluding the portion deducted by discounts or coupons.

Product-related

How to choose the right size of toys/clothes for my pet?

Each product details page has a detailed size chart and instructions on the applicable pet weight/body type, and you can choose according to your pet's actual situation.

Do the product materials comply with U.S. pet product safety standards?

All our pet products are produced in strict accordance with the safety standards of the American Pet Products Association (APPA). The materials are certified by third-party testing institutions and contain no harmful chemicals, so you can use them for your pets with confidence.

Is there a warranty service for the products?

We provide a 30-day after-sales guarantee for manufacturing defects of pet products. If there are non-human damage quality problems within this period, you can apply for a refund or replacement.

Account & Payment

What payment methods does the website support (Visa/PayPal, etc.)?

We support VISA, MASTERCARD, AE, JBC, DISCOVER, DINERS CLUB credit cards and PayPal payment methods.

How to modify my account password/personal information?

Loggable status: Log in to the member system and modify the password and personal information directly in the "Personal Center";

Unloggable status: Click "Forgot Password" on the login interface, and reset the password after verification via the registered email.

What may be the reason for the transaction failure during payment?

It may be that your PayPal account or credit card has usage restrictions (such as insufficient limit, risk control freeze, incorrect information filling, etc.). We recommend replacing the payment account or checking the payment information and trying again.

How does the website protect the security of my payment information?

We use industry-standard SSL encryption technology to process all payment information and do not store sensitive data such as complete bank card numbers; at the same time, we cooperate with formal payment gateways and strictly abide by the PCI DSS payment card security standards to fully protect the security of your payment information.

How to retrieve the email used for account login if I forget it?

Please contact us via the service email niftypaw@outlook.com and provide the name, shipping address and other information you filled in during registration. We will assist you in retrieving the login email after verification.

Can I cancel my NiftyPaw account?

Yes. Submit a cancellation application to us via the service email. After verifying the account information, we will process the cancellation for you within 1 business day. After the account is canceled, your personal data will be deleted or anonymized in accordance with the privacy policy.

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