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    Frequently Asked Questions

    1. I didn’t receive an order confirmation. What should I do?

    If you did not receive an email confirmation of your order, please call us at 1.888.88888 or email us at customerservice@pawsprings.com

    1. I just placed an order. Can I check the status of it online?

    For your convenience, pawsprings.com offers an Order Inquiry feature. Once you have logged in under “My Account”, select the Order Inquiry link from the menu and you will be able to review and track delivery on orders made online and by phone.

    1. What if an item is unavailable or backordered?

    While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if we are out of stock on an item that you have ordered. Any changes will be removed from your order total and will be reflected on your shipping invoice. Items that are backordered will be indicated in your confirmation.

    1. I received my order, but one item was missing. What should I do?

    If you received your order and an item is missing (that is not on backorder) please contact us.

    1. How do I modify or cancel my order?

    Due to the quick processing time at our distribution center, we are unable to cancel or modify an order after it has been submitted.

    Please review our sizing guide. If you have any additional questions call or email us at customerservice@pawsprings.com. Our fashion designers are more than happy to accommodate outfits for handicapped or other special needs dogs.

    SHIPPING POLICY

     

    General

    Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

     

    Shipping Costs

    We offer a flat rate of $8 and free shipping for orders of $100 or more. 

     

    RETURNS

    Return Due To Change Of Mind

    Paw Springs will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in resealable condition.

    Return shipping will be paid at the customers expense and will be required to arrange their own shipping.

     

    Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.

    (Paw Springs) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

     

    DELIVERY TERMS

    Transit Time Domestically

    In general, domestic shipments are in transit for 3 – 8 days

     

    Dispatch Time

    Orders are usually dispatched within 2 business days of payment of order.

    Custom orders are dispatched within 7 to 10 business days of payment or order.

    Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

     

    P.O. Box Shipping

    Paw Springs will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

     

    Items Out Of Stock

    If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

     

    Delivery Time Exceeded

    If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

     

    Tracking Notifications

    Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

     

    Insurance

    Parcels are insured for loss and damage up to the value as stated by the courier.

     

    Customer service

    For all customer service enquiries, please email us at orders@pawsprings.com

    FedEx International delivery

    The time frame for delivery will be approximately 7 days for shipments to Canada, Puerto Rico, Virgin Islands, Guam & U.S. Territories.

    For all other countries the FedEx delivery time frame will be approximately 2 weeks. Delays in customs may affect these time frames. Oversized packages cannot be sent using this service.

     

    U.S. Air Mail

    The time frame for delivery could vary between 2 to 8 weeks. Customs inspections are the main cause of delay but cannot be controlled by Sundance Catalog Company.

     

    1. What will the international shipping charges be?

    Canada

    FedEx International Packages 5 pounds or less – Standard delivery rates (listed below) plus $19.00. Packages over 5 pounds – add $1.00 USD for each additional pound to the rates for packages under 5 pounds.

    Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

    U.S. Air Mail

     

    Packages 5 pounds or less – Standard delivery rates apply and are listed below. Packages over 5 pounds – Standard delivery rates apply plus $1.00 USD for each additional pound over 5. For example, an order for $100.00 weighing 10 pounds would incur shipping costs of $18.95 USD. Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

    APO & FPO

     

    Standard delivery rates apply (listed below). Expedited service is not available to these addresses.

    Puerto Rico, Guam, US Virgin Islands & U.S. Territories

     

    FedEx International Packages 5 pounds or less – Standard delivery rates (listed below) plus $19.00 Packages over 5 pounds and under 15 pounds – add $1.00 USD for each additional pound to the rates for packages under 5 pounds. For example, shipping charges for a $100.00 order weighing 10 pounds will cost $37.95 USD. Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

    U.S. Air Mail

     

    Packages 5 pounds or less – Standard delivery rates apply. Packages over 5 pounds and under 15 pounds – Standard delivery rates apply plus $1.00 USD each additional pound over 5. For example, an order for $100.00 weighing 10 pounds would incur shipping costs of $18.95 USD. Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

    All other International Countries

     

    Jewelry

    FedEx International

    The shipping fee is $40.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 2 weeks.

    U.S. Air Mail

     

    The shipping fee is $18.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 3 to 4 weeks.

    Clothing, shoes or small items

    FedEx International

     

    The shipping fee is $40.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 2 weeks.

    U.S. Air Mail

     

    The shipping fee is $26.00 for the first item and $1.00 for each additional jewelry item. An additional $2.00 for each clothing item and an additional $5.00 for each additional quilt, robe, heavy jacket or any other heavy item. Delivery occurs within approximately 3 to 4 weeks.

    We accept Mastercard, Visa, American express, Discover cards and Paypal.

    Return Due To Change Of Mind
    Paw Springs will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in resealable condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping.
    Once returns are received and accepted, refunds will be processed to store credit for a future
    purchase. We will notify you once this has been completed through email. (Paw Springs) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

    Pawsprings  purchases are backed by our 100% satisfaction guarantee. To exchange or return your purchase, simply complete the form on the back of your packing invoice and return it with the merchandise to: 

    Pawsprings
    PO BOX 100
    San Diego, CA 92124

    For your protection, return your package insured by UPS, or U.S. MAIL

    What is a backorder?

    A backorder is an order placed for an item that is not currently in stock. If we are able to re-order additional merchandise from our source, we will accept your order pending the arrival of new stock. This order is then noted as a “backorder”. Backorder times vary but are normally just a matter of weeks. Because we do a full quality inspection on our products, it takes up to 48 hours for merchandise to ship once it is received in our distribution center. For a better idea of how long you may wait for a particular item, please contact Customer Service at customerservice@pawsprings.com

    Do you have a boutique?

    We are exclusively online for now but we do attend events, for more information please email us at customerservice@pawsprings.com

    My dog has special needs for my outfits due to handicap, can you accommodate?

    Our fashion designers are more than happy to accommodate outfits for special needs at no additional cost.

    Frequently Asked Questions

    1. I didn’t receive an order confirmation. What should I do?

    If you did not receive an email confirmation of your order, please call us at 1.888.88888 or email us at customerservice@pawsprings.com

    1. I just placed an order. Can I check the status of it online?

    For your convenience, pawsprings.com offers an Order Inquiry feature. Once you have logged in under “My Account”, select the Order Inquiry link from the menu and you will be able to review and track delivery on orders made online and by phone.

    1. What if an item is unavailable or backordered?

    While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if we are out of stock on an item that you have ordered. Any changes will be removed from your order total and will be reflected on your shipping invoice. Items that are backordered will be indicated in your confirmation.

    1. I received my order, but one item was missing. What should I do?

    If you received your order and an item is missing (that is not on backorder) please contact us.

    1. How do I modify or cancel my order?

    Due to the quick processing time at our distribution center, we are unable to cancel or modify an order after it has been submitted.

    Please review our sizing guide. If you have any additional questions call or email us at customerservice@pawsprings.com. Our fashion designers are more than happy to accommodate outfits for handicapped or other special needs dogs.

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    FedEx International delivery

    The time frame for delivery will be approximately 7 days for shipments to Canada, Puerto Rico, Virgin Islands, Guam & U.S. Territories.

    For all other countries the FedEx delivery time frame will be approximately 2 weeks. Delays in customs may affect these time frames. Oversized packages cannot be sent using this service.

     

    U.S. Air Mail

    The time frame for delivery could vary between 2 to 8 weeks. Customs inspections are the main cause of delay but cannot be controlled by Sundance Catalog Company.

     

    1. What will the international shipping charges be?

    Canada

    FedEx International Packages 5 pounds or less – Standard delivery rates (listed below) plus $19.00. Packages over 5 pounds – add $1.00 USD for each additional pound to the rates for packages under 5 pounds.

    Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

    U.S. Air Mail

     

    Packages 5 pounds or less – Standard delivery rates apply and are listed below. Packages over 5 pounds – Standard delivery rates apply plus $1.00 USD for each additional pound over 5. For example, an order for $100.00 weighing 10 pounds would incur shipping costs of $18.95 USD. Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

    APO & FPO

     

    Standard delivery rates apply (listed below). Expedited service is not available to these addresses.

    Puerto Rico, Guam, US Virgin Islands & U.S. Territories

     

    FedEx International Packages 5 pounds or less – Standard delivery rates (listed below) plus $19.00 Packages over 5 pounds and under 15 pounds – add $1.00 USD for each additional pound to the rates for packages under 5 pounds. For example, shipping charges for a $100.00 order weighing 10 pounds will cost $37.95 USD. Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

    U.S. Air Mail

     

    Packages 5 pounds or less – Standard delivery rates apply. Packages over 5 pounds and under 15 pounds – Standard delivery rates apply plus $1.00 USD each additional pound over 5. For example, an order for $100.00 weighing 10 pounds would incur shipping costs of $18.95 USD. Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

    All other International Countries

     

    Jewelry

    FedEx International

    The shipping fee is $40.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 2 weeks.

    U.S. Air Mail

     

    The shipping fee is $18.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 3 to 4 weeks.

    Clothing, shoes or small items

    FedEx International

     

    The shipping fee is $40.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 2 weeks.

    U.S. Air Mail

     

    The shipping fee is $26.00 for the first item and $1.00 for each additional jewelry item. An additional $2.00 for each clothing item and an additional $5.00 for each additional quilt, robe, heavy jacket or any other heavy item. Delivery occurs within approximately 3 to 4 weeks.

    We accept Mastercard, Visa, American express, Discover cards and Paypal.

    Pawsprings  purchases are backed by our 100% satisfaction guarantee. To exchange or return your purchase, simply complete the form on the back of your packing invoice and return it with the merchandise to: 

     

    Pawsprings


    PO BOX 100

    San Diego, CA 92124

     

    For your protection, return your package insured by UPS, or U.S. MAIL

    What is a backorder?

    A backorder is an order placed for an item that is not currently in stock. If we are able to re-order additional merchandise from our source, we will accept your order pending the arrival of new stock. This order is then noted as a “backorder”. Backorder times vary but are normally just a matter of weeks. Because we do a full quality inspection on our products, it takes up to 48 hours for merchandise to ship once it is received in our distribution center. For a better idea of how long you may wait for a particular item, please contact Customer Service at customerservice@pawsprings.com

    Do you have a boutique?

    We are exclusively online for now but we do attend events, for more information please email us at customerservice@pawsprings.com

    My dog has special needs for my outfits due to handicap, can you accommodate?

    Our fashion designers are more than happy to accommodate outfits for special needs at no additional cost.