At Pawiera, we want you and your pet to be happy with your purchase. Please read our policy carefully before placing an order.

Order Processing & Shipping Times

All orders are processed within 1–3 business days. Because our products ship from international fulfillment partners, delivery typically takes 7–20 business days, depending on your location and customs processing. In rare cases, delivery may take longer. Orders shipped via Ordinary/Standard shipping methods do not include real-time tracking updates after the package leaves the origin facility; you will receive a tracking number where available, but full tracking visibility is not guaranteed for this shipping method.

By placing an order, you acknowledge and accept these shipping timeframes.

Cancellations

You may request to cancel your order within 12 hours of placing it. Once an order has been processed for shipment, it cannot be cancelled or modified.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us at hsonlinegroup@gmail.com within 7 days of delivery with your order number and photos of the issue. We will review each case individually and may offer a replacement, store credit, or refund at our discretion.

Lost or Delayed Packages

If your order has not arrived within 30 business days of the shipping confirmation, please contact us so we can investigate with our shipping partner. We are not responsible for delays caused by customs, local postal services, weather, or other circumstances outside our control, but we will work with you to locate your package or provide a resolution.

Returns

Due to the nature of our products (pet hygiene and grooming items), we are unable to accept returns on opened, used, or unsanitary items for health and safety reasons. If your item is unopened, unused, and in its original packaging, you may request a return within 14 days of delivery. The customer is responsible for return shipping costs unless the item arrived damaged or defective.

To start a return, contact hsonlinegroup@gmail.com with your order number.

Refunds

Once a return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days. Shipping costs are non-refundable.

Non-Returnable Items

For hygiene reasons, the following cannot be returned once opened or used: lick mats, grooming gloves, and paw cleaners that have been used.

Contact Us

Questions about this policy can be sent to hsonlinegroup@gmail.com.