FAQ

Frequently Asked Questions

Ordering

Can I change or cancel my order?
Yes, if it hasn't shipped. Email us as soon as you can with your order number. Once a parcel is with the carrier we can't recall it, but you can return it under our 90-day guarantee.

Can I change my shipping address?
Only before dispatch. Email us immediately. After dispatch the address is locked with the carrier.

Do you take returns from outside the country I ordered from?
Yes. Our guarantee applies to every country we ship to.

Shipping

How long will it take?
Orders are processed in 1 to 2 business days. Delivery estimates from dispatch are 5 to 9 business days in the US, 5 to 10 in the UK and Ireland, 6 to 12 in Canada, France, Italy and German-speaking Europe, 8 to 16 in Australia and New Zealand, and 10 to 20 elsewhere. Full detail is on our Shipping Policy page.

Is shipping free?
Yes, to every country we ship to. There is no minimum spend and no surcharge added at checkout.

Will I pay customs or import fees?
Free shipping covers carriage, not import charges. Where duties aren't collected at checkout they may be charged by your local customs authority on delivery. See our Shipping Policy.

How do I track my order?
Use the tracking number in your dispatch email, or our order tracking page.

The guarantee

How does the 90-day guarantee work?
If it isn't right for you, email us within 90 days of delivery and we'll refund you in full. You don't need to explain why.

Does it need to be unused?
No. We expect it to have been used — that's the point. Normal signs of use won't affect your refund.

How long do refunds take?
We process approved refunds within 3 business days. Your bank typically takes another 5 to 10 to show it.

Replacement mats

Can I buy replacement mats?
Yes. Replacement mat sets are pre-cut to fit the Pawdicure and are in the shop: Replacement Mats.

Am I signed up to anything recurring?
No. Replacement mats are a one-off purchase. We don't run any subscription, so nothing recurring is charged to your card.

How long does the lining last?
The abrasive lining wears smooth after roughly four weeks of regular use. Run a fingertip across it — if it feels smooth rather than gritty, it's done its work and a replacement set brings the box back to day one.